Buran Casino - La cuenta del jugador ha sido bloqueada.

Hello, I tried to withdraw my winnings. I sent all documents for verification I did not violate any conditions of the casino. I received 1 email that the payment was passed on to the financial department, and today I received the email that my account was now closed and not can be reopened.

Hallo,habe versucht meinen gewinn auszahlen zu lassen.habe sämtlich dokumente zur verifiezierung gesendet habe gegen keine bedingungen des casinos verstossen.bekam 1 email das die auszahlung an die finanzabtrilung weiter gegeben wurde,und heute kam die email das mein konto jetz geschlossen wäre und nicht erneut geöffnet werden kann.

Dear Corinna,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Has the casino provided any explanation as to why your account was blocked? If there is any other 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

Thank you for your email, Corinna. I see that you have been accused of opening multiple accounts. I checked the General T&Cs and I found this:

"3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:

- each action performed using a Duplicate Account is considered void;

- any promotions that the Duplicate Account has participated in will be cancelled; 

- any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;

- the Duplicate Account will be closed without an option to reopen it."

Are you aware of having more than one account at this casino?

Thank you for your email. Have you already received the withdrawal?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Dear Corinna,

We are extending the timer by 10 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.