Buran Casino - La cuenta del jugador ha sido cerrada.

The casino closed my account "due to an administration decision." They sent me a message asking me to provide information for a manual withdrawal of the remaining funds in the closed account. It's been over three weeks and I haven't received a withdrawal or any response to the withdrawal email. Additionally, in addition to the remaining balance, there should be an additional amount unknown to me from the monthly tournament from the Crab Claw Machine monthly race. I know I won't get any other answer regarding closing my accounts, I just want to recover my current remaining balances

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Buran Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Was your account verified previously? Have you managed to withdraw any winnings from the casino previously?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• When was the last time you were in contact with Casino support via email or live chat?
• Could you please share with me your communication with the casino regarding the decision to close your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

For about a month. My account was blocked on August 10-11. Yes, there are no KYC issues, and I've made successful withdrawals. Cash Crab Football and other Cash Crab games. I didn't use the bonus. The chat redirects me to the email contact, and since I sent my withdrawal details, there has been no contact. I've included screenshots here.

Przez około miesiąc. Moje konto zostało zablokowane w dniach 10-11 sierpnia. Tak, nie ma problemów z KYC, a ja dokonałem udanych wypłat. Cash Crab Piłka nożna i inne gry Cash Crab. Nie wykorzystałem bonusu. Czat przekierowuje mnie do kontaktu e-mailowego, a odkąd wysłałem dane do wypłaty, nie ma kontaktu. Zamieściłem tutaj zrzuty ekranu.

Thanks for your reply.

Could you please forward the email the casino sent you regarding the closure of your account due to an administrative decision? Forward it to my email at tomas@casino.guru

I apologize for the inconvenience.

I didn't receive any message; my account was simply blocked. Then I received this email asking me to send the withdrawal details for the remaining funds. I've been blocked from all NovaForge and Stellar casinos.

Sent it

Thanks for your reply.

• Did the casino process the payment to your bank account yet?

Please let me know.

I received a payment from another BigClash casino with the same issue (from my second complaint). But I didn't receive it from Buran.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear yuhastus,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Buran Casino to join this conversation and assist in addressing the complaint.

Dear Buran Casino,

Could you comment on the situation?

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear yuhastus,

We wish to inform you that we are diligently reviewing your request. Your recent withdrawal request has been forwarded to the relevant department, which will process the payment at the earliest possible opportunity.

We appreciate your patience and understanding.

Kind Regards,

Buran Casino Team.

Dear Buran Casino,

I hope this message finds you well.

Could you please inform us once the player's withdrawal request has been processed on your end? This information is important for us to accurately monitor the progress of the case and ensure a timely resolution.

Your cooperation is greatly appreciated.

I look forward to your response.

Dear yuhastus,

The withdrawal was successfully processed on Friday. Please allow the standard processing time for it to reflect, depending on your payment method.

We appreciate your patience and understanding.

If you have any questions or need further assistance, feel free to reach out.

Best regards,

Buran Casino Team.

Dear Yuhastus,

I hope this message finds you well.

Could you kindly confirm once you have received the payment from the casino?

I look forward to your confirmation.

Yes, but I received a transfer of exactly €10. I thought there was a different amount left on my account before it was blocked. Can I see my account balance history?

Dear Buran Casino,

I hope this message finds you well.

Could you kindly provide us with the balance history at your earliest convenience? Please feel free to CC me in your response using the following email address: stefan.m@casino.guru.

Your cooperation is greatly appreciated.

I look forward to hearing from you.

Dear Stefan,

Kindly be informed that we have contacted you regarding this complaint via email. Please check in your earliest convenience.

Kind regards,

Buran Casino Team.

Dear Buran Casino Team,

I have responded to your previous email and will await your reply.

I look forward to your response.

Dear Stefan,

Thank you for your message and for providing the details.

We’re currently reviewing the request and will gather the necessary information, including the account balance history and any relevant context. Once everything has been reviewed, we’ll follow up with a detailed response.

We appreciate your patience and will update you as soon as possible.

Kind regards,

Buran Casino Team.

Dear Buran Casino,

Thank you for your response and for the update.

We will await your follow-up regarding this matter.

Dear Stefan,

Thank you for your patience.

We would like to inform you that a follow-up email has already been sent regarding this matter. Kindly check your inbox, and let us know if any additional details are needed.

Please don’t hesitate to reach out if you have any questions or require further clarification.

Kind regards,

Buran Casino Team.

Dear Buran Casino,

Thank you for your email and for the information you have provided.

Dear yuhastus,

According to the casino’s terms and conditions, Buran Casino reserves the right to close a player’s account at its sole discretion and without providing a specific reason. After reviewing the available evidence, it appears that the casino has paid out the full remaining balance to you. Therefore, we consider this matter 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,

Stefan M

Casino.Guru