Buran Casino - El retiro del jugador se ha retrasado.

Hello, I've been waiting for my 400 euros for over 1 week, whenever I ask when it will be credited to the bank account, I am only told that the finance department has high requests for payments and that my payment is taken care of as quickly as possible, according to the terms and conditions, the payment takes only 3-5 working days these are already overdue since yesterday today was the 6 working day

Guten Tag ich warte seit über 1 Woche auf meine 400 Euro immer wenn ich Nachfrage wann es den gutgeschrieben wird aufs Bankkonto wird mir immer nur gesagt das die finanzabteilung hohe Anfragen an Auszahlungen hat und das man sich schnellstmöglich um meine Auszahlung kümmert laut AGB dauert die Auszahlung nur 3-5werkttage diese sind schon überfällig seit gestern heute war der 6werktag

Dear Suat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Best regards,

Kristina

Now 14 days have passed and nothing has changed yet

Jetzt sind schon lange 14 Tage vorbei und es hat sich noch nichts geändert

That's a joke, no pig cares that the money is transferred, even from casino guru so far a very weak help and answer and now I have been waiting for a response for several days

Das ist doch ein Witz es kümmert sich kein Schwein darum das mal das Geld überwiesen wird auch von casino Guru bisher eine sehr schwache Hilfe und Antwort bekommen und jetzt warte ich wieder seit mehreren Tagen auf ne Antwort

Thank you for your reply, Suat. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you tried discussing this issue with the casino directly? If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I've been writing for more than 3 weeks with the live chat every time I am told that it will be transferred in a few days and now 3 weeks are over and nothing has happened, I passed the KYC verification

Ich schreibe schon seit mehr als 3 Wochen mit dem live Chat jedes mal wird mir gesagt das es in ein paar Tagen überwiesen wird und jetzt sind 3 Wochen vorbei und nichts passiert habe die KYC Verifizierung bestanden

I have the feeling that I will never see my money that has nothing to do with gambling that is criminal as people pull money out of people's pockets and give nothing back

Hab das Gefühl ich werde mein Geld niemals sehen das hat nichts mit Glücksspiel zu tuhen das ist kriminell wir man den leuten geld aus der Tasche zieht und nichts zurückgibt

Could you please advise if your withdrawal request is still marked as pending (not processed) in your account?

Dear Suat,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

We are changing the status of the complaint to "resolved" based on the confirmation from the player in his second complaint.