Buran Casino - El retiro del jugador no ha sido procesado.

I applied for a withdrawal two weeks ago, but I still haven't received an email of a withdrawal confirmation. You have already written to me that the payment should happen on December 8th, but that it will be postponed the next day for an indefinite period.

Ich habe vor zwei Wochen einen Auszahlung beantragt allerdings immer noch keine email von einer Auszahlungs Bestätigung bekommen. Sie haben mir auch schon geschrieben das die Auszahlung am 08.12 geschehen soll das dann aber am nächsten Tag wieder auf unbefristete Zeit verschoben.

Dear Jonas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm you passed the KYC verification?

If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

No, this is my first payout at this casino but the KYC verification has been confirmed.

Nein dies ist meine erste Auszahlung bei diesem Casino aber die KYC Verifizierung wurde bestätigt.

Thank you for your reply, Jonas. Have you accumulated your winnings with or without an active bonus?

Could you please advise what the status of your withdrawal is? Is the transaction in your player account marked as pending or processed?

Without bonus and in progress

Ohne Bonus und in Bearbeitung

Thank you very much Jonas for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Jonas,

I looked at your complaint and will do my best to help you. I would like to invite Buran Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Dear Customer,

Thank you for reaching out to us.

We are sorry to hear that you have faced issues with withdrawing funds at our online casino.

Unfortunately, we encountered a technical issue that caused a delay in our usual procedure. We completely understand your frustration and would like to assure you that we will do everything in our power to avoid such a situation from happening in the future.

We would like to inform you that your withdrawal request has been processed by our Financial Department yesterday. Please, also keep in mind that it may take up to 3-5 working days for funds to appear in your bank account.

We would like to once again apologize for the delay.

In case of any further questions, please, feel free to contact us back.

Best regards,

BuranCasino.com

Dear Jonas,

let me know when you'll receive your winnings, please.

Yes have arrived 👍🏻

Ja sind angekommen 👍🏻

Dear Jonas,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru