Buran Casino - Выплата игрока была задержана.

Good evening!

For the past week, I have been waiting for winnings of 400 euros, which are unable to reach my account. The support team at Buran Casino assures me that my money is safe and will be deposited as soon as possible... I am hearing the same thing daily while talking to 10 different representatives, yet I am getting nowhere and see no sign of receiving my winnings.

Καλησπέρα σας!

Εδώ και μια εβδομάδα περιμένω κέρδη 400 ευρώ, τα οποία αδυνατούν να φτάσουν στον λογαριασμό μου ενώ η ομάδα υποστ΄΄΄ήριξης της buran casino με διαβεβαιώνει οτι τα χρήματα μου είναι ασφαλή και θα μπούν το συντομότερο δυνατό... το ίδιο κ΄άθε μέρα μιλώντας με 10 διαφορετικούς εκπρόσωπους την ημερα δεν β΄γάζω άκρη και δεν βλέπω να λαμβάνω τα κέρδη μου.

Dear rootuser429,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

1. My account has not been verified, I don't have the power to do it as on the verification tab of buran it clearly says that I don't need identification and here for a week every day I ask at least 3 times if identification is needed and the criminals always tell me no and no...
2. They tell me all kinds of lies, all related to their system and delays in their system due to many withdrawal requests. They have never told me that my account is at fault and in fact the thieves tell me that the payment provider is at fault and not buran (lies, obviously)
3. I requested a withdrawal on 4/17 and today we have 4/25 and the payment is still in the 2nd stage of processing where you find it stuck here for 8 days.

They only tell lies, they are late, they disconnect me from the chat at irrelevant times, they don't answer my questions, they write the same things over and over without any substance and help, they are criminals. The following are some of the lies of the support

1. Ο λογαριασμός μου δεν έχει επαληθευτεί, δεν έχω την δύναμη να το κάνω καθώς στο verification tab της buran λεει ξεκαθαρα οτι δεν χρειαζομαι ταυτοποιηση και εδω και μια εβδομαδα καθε μερα ρωταω 3 φορες τουλαχιστον μηπως χρειαζεται ταυτοποηση και μου λενε παντα οχι και οχι οι εγκληματιες…
2. Μου λενε παντα διαφορετικα ψεματα ολα εχουν σχεση με το συστημα τους και με καθυστερησεις στο συστημα τους λογω πολλων withdrawal requests. Δεν μου χουν πει ποτε οτι φταιει ο λογαριασμος μου και μαλιστα οι κλεφτες μου λενε οτι φταιει ο payment provider και οχι η buran (ψεματα προφανως)
3. Ζητησα αποσυρση 17/4 και σημερα εχουμε 25/4 και η πληρωμη ακομα ειναι στο 2. σταδιο του processing οπου και βρισκετε κολλημενο εδω και 8 μερες.

Λενε μονο ψεματα, αργουν, με κανουν disconnect απτο chat σε ασχετες στιγμες, δεν απαντε στην ερωτησεις μου, γραφουν τα ιδια συνεχεια χωρις καμια ουσια και βοηθεια ειναο εγκληματιες. Ακολουθουν καποια απο τα ψεματα της υποστηριξης

because I don't see any willingness from either of you to help or the fake casino to pay I'm closing the conversation because you really didn't help in anything neither the fake casino makes any effort to pay me my money so bye

επειδη δεν βλεπω καμια διαθεση ουτε απο εσας να βοηθησετε ουτε απτο καζινο να πληρωσει κλεινω την συνομιλια γιατι πραγματικα δεν βοηθατε ουτε εσεις σε τιποτα ουτε το ψευτοκαζινο κανει καπιο effort για να μου πληρωσει τα χρηματα μου οποτε αντιο

Thank you for your patience, rootuser429.

We currently have hundreds of active complaints and we strive to reply as soon as possible in the allotted time of 7 days.

If your payment isn't processed within 14 days since the initial request we'll intervene. Let’s stay positive and hope for some good news regarding your withdrawal.

If you wish to close the complaint anyway, please let me know and I'll do so without delay.

I have requested a withdrawal since 17/4, today we have 1/5 and I have not received anything at all! The guys are criminal thieves and scammers, they throw me out of the chat whenever they like, they log me out of my account constantly, they end the conversation whenever they like without considering my needs and my questions, I have done their KYC for so long I have not received any information, no supposed email that tells me that I will receive here and 2 weeks, in general, a waste, the worst casino I have ever played, the worst experience of my life regarding money and withdrawals, I do not recommend them at all, they steal your money and your they give different excuses every day for not sending you. I am correct, I have done the KYC, I have done what they asked of me and they have me waiting, without solving my problems and without considering that I need the money and that I have done what they have asked of me. I will take legal action if I don't see my money by 8/5.

Έχω αιτηθεί ανάληψη απο τις 17/4 σημερα εχουμε 1/5 και δεν εχω λαβει τιποτα απολυτως! Οι τυποι ειναι εγκληματιες κλεφτες και scammers με πετανε απο το chat οποτε γουσταρουν, με κανουν log out απο το account μου ασταματητα, τερματιζουν οποτε αυτοι γουσταρουν την συνομιλια χωρις να υπολογιζουν τις αναγκες μου και τις ερωτησεις μου, τους εχω κανει το KYC τοσο καιρο και δεν εχω λαβει καμια ενημερωση κανενα υποτιθεμενο email που μου λενε οτι θα λαβω εδω και 2 εβδομαδες γενικα ενας χαμος το χειροτερο καζινο που εχω παιξει ποτε η χειροτερη εμπειρα της ζωης μου σχετικα με χρηματα και αναληψεις, δεν τους συστινω καθολου κλεβουν τα χρηματα σου και σου λενε διαφορετικες δικαιολογιες καθε μερα για να μην στα στειλουν. Εγω ειμαι σωστος, εχω κανει το KYC, εχω κανει οτι μου ζητανε και αυτοι με εχουν να περιμενω, χωρις να μου λυνουν τις απορειες που εχω και χωρις να υπολογιζουν οτι εχω αναγκη τα χρηματα και οτι εχω κανει οτι μου χουν ζητησει. Θα κινηθω νομικα αμα δεν δω τα χρηματα μου μεχρι τις 8/5.

how are you guys 16 days have passed and still nothing and you didn't even reply

παιδια τι γινετε? εχουν περασει 16 μερες και ακομα τιποτα και εσεις δεν απαντατε καν

suddenly they closed my account without any explanation... they never sent me my money either

that they are really criminals and you never helped them

ξαφνικα μου κλεισαν τον λογαριασμο χωρις καμια εξηγηση... δεν μου στειλαν ποτε τα χρηματα μου ενοιτε

οτι νανε πραγματικα εγκληματιεσ και εσυς δεν βοηθηασατε ποτε

I understand your frustration, rootuser429. I apologize for not replying sooner.

Since your account has been blocked, allow me further questions:

• 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? 
• How did you learn about your account being blocked? If the casino informed you about the reason for account closure via email or chat, please forward this communication to me.

My email is tomas@casino.guru

The winnings were concentrated in slot machines exclusively, I used bonuses which I successfully redeemed, the casino never informed me by any means, they assured me on a daily basis that my account is fine and that from moment to moment I will receive my winnings... suddenly on the morning of 6/5 I tried to connect and then I found out about the block. It should be noted that I have never violated any terms in any rabidi casino and I have never faced any problem before. I've played in so many rabidi casinos and I've never had anything similar. The guys closed my account with no notice before or after they closed it (and on top of that they don't tell me why they blocked me, they use fake excuses and claim that I violated terms that I would never have done. The old criminal thieves scammers. No, not just me they say what's going on but I have screenshots with false information and promises that were never kept and other screenshots that show bad behavior, misrepresentation and worse from the support team. if they don't do the right thing by 8/5, I will take legal action with all my acquaintances at the CGB, all the lawyers and all the money I have just to stop these sitters from causing a problem to another unsuspecting person)

Τα κερδη συγκεντρωθηκαν σε κουλοχερηδες αποκλειστικα, χρησιμοποιησα μπονους το οποιο και τζιραρα με επιτυχια, το καζινο δεν ενημερωσε ποτε με κανενα μεσο ισα ισα με διαβεβαιωναν σε καθημερινη βαση οτι ο λογαρισμος μου ειναι μια χαρα και οτι απο στιγμη σε στιγμη θα λαβω τα κερδη μου… ξαφνικα το πρωι της 6/5 προσπαθησα να συνδεθω και τοτε διαπιστωσα για τον αποκλεισμο. Να σημειωθει οτι δεν εχω παραβει κανεναν ορο ποτε σε κανενα καζινο της rabidi και ποτε δεν εχω ξανααντιμετωπισει καποιο προβλημα. Εχω παιξει σε τοσα καζινο της rabidi και ποτε δεν μου συναιβει κατι αντιστοιχο. Οι τυποι κλεισαν τον λογαριασμο μου χωρις να ειδοποιησουν πριν ουτε αφου τον κλεισαν (και επιπλεον δεν μου λενε γιατι με αποκλεισαν, χρησιμοποιουν ψευτικες διακαιολογιες και ισχυριζονται οτι καταπατησα ορους που εγω ποτε δεν θα το εκανα. Οι παλιο εγκληματιες κλεφτες scammers. Οχι μονο δεν μου λενε τι συναιβει αλλα εχω screenshots με ψευτικες πληροφοριες και υποσχεσεις που δεν τηρησαν ποτε και αλλα screenshots που διχνουν κακη συμπεριφορα, παραπλανση και αλλα χειροτερα απο την ομαδα support. @burancasino λυπαμε αλλα θα τα πουμε στα δικαστηρια απατεωνες κλεφτρονια (να σημειωθει οτι ειχα πει οτι αν δεν κανουν το σωστο μεχρι 8/5 θα κινηθω νομικα με οτι γνωριμια στο CGB, οτι δικηγορο και οτι χρηματα εχω απλα για να σταματησω αυτα τα καθικια απο το να προκαλεσουν προβλημα και σε αλλο ανυποψιαστο ανθρωπο)

Guys, please answer me, they have stolen 400 euros from me and they are telling me that I broke some provision from article 9.1. I read article 9.1 and I haven't broken any terms, they're just scamming me and stealing my money and you're big scumbags for promoting them

παιδια απαντηστε επιτελους μου εχουν κλεψει 400 ευρω και μου λενε δηθεν οτι εσπασα καποιον ορο απο το αρθρο 9.1. Διαβασα το αρθρο 9.1 και δεν εχω σπασει κανεναν ορο με ταλεπορουν απλα και μου κλεβουν τα χρηματα και εσεις ειστε μεγαλα τσογλανια που τους προωθητε

Thank you very much, rootuser429, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, rootuser429,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Only a few notes and instructions for you to be clear about further proceeding.

Please note all involved parties have 2x7 days for response (the player and the casino), while casino.guru has 7 days to respond. In addition, please consider your words regarding casino.guru. We help players resolve their issues, provide our services for free, and we do not force anyone to solve their issues with us. We are objective and stick to the facts and details/evidence provided, which has not been done here yet. In addition, I can see my colleague Tomas asked you for a communication between you and the casino, which you have not provided. Instead, although you claimed that you were not informed about the reasons for account closure, then you stated that you were even informed about a particular rule that should have been breached.

In addition, please note if there is another impatient request for complaint closure, such as your "so bye" above, the complaint will be simply closed/rejected.

I sincerely hope it is clear to you now, and we can wait for the casino's response and explanation.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Buran Casino team,

Could you please explain the player's situation in more detail? Why has the account been blocked and the winnings confiscated? What steps should the player take to unblock the account and/or withdraw the disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Dear Branislav,

Thank you for reaching out.

Please be informed that we sent you an email to branislav.b@casino.guru. Looking forward to your reply.

Best regards,

BuranCasino.com

the thieves of buran also answered competently; prototype

απαντησαν επιτελους και οι κλεφτες της buran? πρωτοτυπο

Thank you, Buran Casino, for your email and the information provided. Can you please look at my last email regarding the matter and provide me with the requested details?

Dear rootuser429,

In the meantime, while I will wait for the casino's response, I have a few questions.

When exactly did you make a deposit to the casino and in what amount?

Can you please confirm you made only 1 deposit to the casino and via Revolut? If so, can you please provide me with a bank statement from your payment method used for the deposit for April 2024 and provide the information on where the deposited money originated from?

Are you aware that players are allowed to deposit only via payment methods in their own names and deposit only funds belonging to them?

Is it possible that the casino can suspect the funds deposited to your casino account originated from a 3rd party/someone else?

I will provide you with any document you want and any information/evidence you request as long as I get my money!

It was April 16, 20 euros the only deposit I made, it was from revolut. The money that was deposited is a part of the weekly salary that I receive from my parents. Of course I know that and that's why I made a deposit with a card in my name that belongs to me.

I don't think he has any reason to suspect such a thing as the money is mine

Θα σας παρεχω με οτι εγγραφο θελετε και οτι πληροφορια/αποδεικτικο ζητησετε αρκει να λαβω τα χρηματα μου!

16 Απριλιου ηταν, 20 ευρω η μοναδικη καταθεση που εκανα, ηταν απο revolut. Τα χρηματα που κατατεθηκαν ειναι κομματι του εβδομαδιαιου μισθου που λαμβανω απο τους γονεις μου.Βεβαιως και το γνωριζω και γιαυτο λοιπον εκανα καταθεση με καρτα του ονοματος μου που μου ανηκει.

Δεν πιστευω οτι εχει λογω να υποψιαστει κατι τετοιο καθως τα χρηματα ειναι δικα μου

1. You will receive nothing of the disputed winnings without completing your KYC/verification, which includes verification of your payment method and funds deposited to the casino. Successful verification is mandatory to withdraw anything from a casino account. Otherwise, it is not possible.
2. According to the details provided by the casino, the date you stated does not match the date the deposit was made to your disputed casino account - are you sure you stated the correct date, and that you are talking about the disputed account you submitted this complaint with?
3. Since players are allowed to deposit only funds that belong to them - what does transferring someone else's money to your account and depositing it to the casino change on the fact that it is not allowed to use 3rd party funds for deposits, and it is allowed to deposit only funds that belong to you? Based on what do your parents send you "weekly salary"? Can you prove the source of the deposited funds?
4. I assure you that under such circumstances, the casino certainly suspects such a thing.
5. Is it possible that the person who sent you the funds also has a casino account at Buran Casino?

So, can you please provide me with a bank statement from your payment method (Revolut) used for the deposit for April 2024 or not?

If it is allowed to deposit only funds that belong to you, and you deposited funds that you received from someone else shortly before making your deposit, what would you say the casino can think about such funds? How do you imagine proving the source of these funds or that they belonged to you?

Dear rootuser429,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Alright, rootuser429. I think we do not have to drag it out unnecessarily. You had enough time to provide the requested (which would have likely confirmed the same) but you did not use this option. In the meantime, the casino also provided me with additional details/evidence supporting their claims and decision.

After gathering and reviewing all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about multiple accounts. In addition, both accounts used the same bonuses (bonus abuse), and the disputed account was basically funded by 3rd party's/someone else's funds (the owner of another linked account), which is also strictly prohibited. Based on the details and evidence provided, it would be likely impossible to prove anything else.

Since the casino refunded your deposit and confiscated only the illegitimately accumulated winnings, it acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Buran Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru