Buran Casino - El retiro del jugador se ha retrasado y cancelado.

I requested a withdrawal of €500 on 20-01-2025 and another one of €450 on 25-01-2025.

I chatted daily with the live chat support, and they assured me that everything was fine and that I just needed to be patient due to a high volume of withdrawals.

However, I have made smaller withdrawals in the past and received them without issue.

It has been 15 days since my first withdrawal request, and today I received an email stating that my withdrawal was canceled without any explanation.

I contacted the chat again, and they were contradicting themselves.

One time they told me it was the bank's fault, and another time they said it was a technical issue on their side.

I applied for a withdrawal again using a different method.

The customer service also does not provide any answers, and the only thing they say is to be patient, and if you push them too hard, they disconnect the chat.

Ζήτησα ανάληψη 500€ στις 20-01-2025 και ακόμη μία στις 25-01-2025 450€ 

Μιλούσα καθημερινά με το live chat και με διαβεβαίωναν ότι όλα είναι καλά και απλά χρειάζεται να κάνω υπομονή επειδή έχουν μεγάλο όγκο αναλήψεων. 

Ωστόσο είχα κάνει αναλήψεις στο παρελθόν μικρότερα ποσά και τα είχα λάβει. 

Έχουν περάσει 15 μέρες από την πρώτη ανάληψη και σήμερα έλαβα ένα e-mail που έλεγε ότι ακυρώθηκε η ανάληψη μου, χωρίς να εξηγούν καν γιατί. 

Έστειλα μήνυμα και στο chat έπεφταν σε αντιφάσεις 

Μια μου έλεγαν ότι φταίει η τράπεζα και την άλλη ότι είναι δικό τους τεχνικό πρόβλημα. 

Αιτήθηκα ξανά ανάληψη με άλλον τρόπο. 

Η εξυπηρέτηση επίσης δεν δίνει καθόλου απαντήσεις και το μόνο που λέει είναι να κάνουμε υπομονή και αν τους φέρεις σε δύσκολη θέση σου κλείνουν την συνομιλία. 

Dear Lavalava12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• When did you make the last successful withdrawal?
• Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past?
• Could you please confirm that you have passed the KYC verification?

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

January 9th was the last time money was credited to my account from this company. I requested a withdrawal in the same way I made a deposit.

After the cancellation of the €500, I requested a withdrawal via Bank Transfer but I'm still waiting....

9 Ιανουαρίου πιστώθηκαν τελευταία φορά χρήματα στο λογαριασμό μου από αυτή την εταιρεία. Με τον ίδιο τρόπο που έκανα κατάθεση ζητούσα και ανάληψη.

Μετά την ακύρωση των 500€ αιτήθηκα ανάληψη με Bank Transfer αλλά περιμένω ακόμα….

I would like to inform you that I received the €450 and I am still waiting for the €500.

Θα ήθελα να ενημερώσω ότι έλαβα τα 450€ και αναμένω ακόμα τα 500€

Thank you for your reply, Lavalava12. I am happy to hear that at least one withdrawal has been processed. I suggest that we give it a few more days. We will keep this complaint open until you confirm your second withdrawal has been successful. Please keep me informed about any further developments.

I received all the money.

Buran Casino is reliable.

Έλαβα όλα τα χρήματα.

Το Buran Casino είναι αξιόπιστο.

Dear Lavalava12,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Kristina

Casino.Guru