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BuranCasino - Delaying 56,375 SEK payment, trying to apply non-existing withdrawal limits

RESOLVED
Posted on January 22, 2018.

Hello. This casino is intentionally stalling my payment of 56.375 SEK. I've received several emails where they ask me to "kindly split the withdrawals into 5000 SEK each". That is nothing I have accepted or agreed upon and nothing that I am obliged to either according to their own casino terms. I have tried to come to an agreement by asking them in an email: "You can pay me 8000 SEK every day for the next 7 days. That is my offer". There has not been any response to that and I have yet to receive any of my fundings after more than 20 days! I am not sure why they would stall like this but its highly unprofessional.

Posted on January 23, 2018.

Dear valued customer,

Let us congratulate you on your winnings!

Firstly, your withdrawal request was requested on the 30th of December. After that you received the letter from the Financial Department, where you were asked to split your withdrawal and to pass the verification.You were informed about the limit in amount of 5000 SEK which was set by the Financial Department.

Furthermore, the withdrawals are processed according to the individual schedule which is composed in accordance with your monthly limits which depend on the status of your account.

Also, at the moment you have active balance and you don’t have any active withdrawal requests. But we would like to point out that your future requested withdrawals will be paid out according to your individual schedule which will be compiled by the Financial Department.

We will be happy to see you playing at our Casino again!

Best regards,
Administration of Buran Casino.

Posted on January 23, 2018.

Here's an exact copy of the email i received by your casino:

"Dear xxxx,


We kindly ask you to split your withdraw into several parts by 5000 SEK each.

Splitting withdrawals is a normal practice on our projects. We do this in order to avoid certain types of cheating, and also to proceed the withdrawals through our cash processing company quickly and easily.


If you have any additional question please do not hesitate to contact us via email suppor­[email protected]­ura­nCa­sin­o.com or via Live Chat.

Best Wishes,
BuranCasino.com Team"


Please enlighten me here, where are the terms stated that I can only receive 5000 SEK per withdrawal? As of your rhetoric, you kindly "ASK" that I split it, something I refused as I want all of my winnings payed in one single withdrawal (or most of it). Also, if you have a so-called individual payment schedule for me, why havent you informed me of this nor SHOWED/MADE me a schedule of these payments?

All you do here is come with quasi-answers and nothing to actually inform your customers of what is actually going on and explaining the details of how its actually processed. Again, your rhetoric seems to be aimed at stalling and confusing your customers instead of being concise and honest.

Posted on January 24, 2018.

Dear valued customer,

Firstly, the limit per one transaction is composed in accordance with your monthly limits which depend on the status of your account.

As you haven't made any withdrawal requests in accordance with the Financial Department's requirement you haven't received a schedule.

We will be happy to see you playing at our Casino again!


Best regards, Administration of Buran Casino.

AskGamblers
Posted on January 27, 2018.

Dear @sunkis123,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on January 29, 2018.

This casino is still not responding to my questions.

1. What is my monthly limit in regards to my account?
2. Where does it state in your terms that I am obliged to split up my payments? All I've seen so far is a point in your term that is very open for different interpretations and nothing concrete.
3. I would like ALL of my money payed, where is the payment schedule for the total amount and when will you provide me with that?

Here's their supposed "term" in regards to this:

"6.12 The withdrawal is carried according to monthly withdrawal limits taking into the consideration the status of the player on the site."

What is my "status" on this site? Why arent you answering my questions, Buran Casino?

Posted on January 30, 2018.

I'll post an update here as well. I received this email from Buran:

"Dear xxxx,

We would like to inform you that your withdrawal request in total amount of 15000 EUR/SEK/PLN was cancelled by our Finance Department.

Please note that you have requested a withdrawal via payment method that wasn’t used by you during your last deposit.

According to our General Terms & Conditions any withdrawal can requested only to the same payment method and by using the same payment details as used for the deposit."



Let me state this very clearly, I have used Neteller as a deposit method and this casino still tries to stall and delay intentionally. According to their own terms I should be payed via Neteller but they are still messing this up intentionally. Also, I checked my account at BuranCasino today and they have purposely removed my deposit history to try to hide this. Anyway, here's a screenshot of my payment via Neteller to their casino. This casino disappoint me very much.

Posted on January 31, 2018.

Dear valued customer,

We would like to draw your attention to the fact, that your withdrawal was requested to the correct payment method (Neteller), but the “Payment Data” field was filled incorrectly.

Please, fill in the “Payment Data” field as it is requested in the letter which you have received from the Financial Department.

In case you need any help, please contact the Live Chat or email us at suppor­[email protected]­ura­nca­sin­o.com


We will be happy to see you playing at our Casino again!

Posted on February 1, 2018.

Here's yet another stalling tactic implemented by BuranCasino (an email I received today) to try to delay this matter even further. AskGamblers. could you please help out here? This is starting to get pretty absurd.

"Dear xxxxxx,

We would like to inform you that in order to process your funds withdrawal request, we would like to ask you to provide us with:

- The utility bill confirming your residence (not older than 3 months).

- The transactions history of your Neteller wallet for the last 3 months.

You can rest assured that your personal information and payment details are regulated by our strict data security requirements.


Please send the required documents to [email protected] with your login as the email subject.

If you have any additional question please do not hesitate to contact us via email suppor­[email protected]­ura­nca­sin­o.com or via Live Chat.


Best Wishes,
BuranCasino.com Financial Department"


My account has already gone through the KYC process and I have sent in the necessary documents. Second of all, the transaction history of my Neteller is NONE OF YOUR BUSINESS.

Posted on February 2, 2018.

Dear valued customer,

Thank you for taking your time to write the feedback.

At the moment your account is being checked by the Security Department. That is why we kindly ask you to provide the information which is stated in the letter.

We want to remind you you that all personal information provided by you is strictly confidential and isn't shared with third parties and is protected by the Privacy Policy.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ura­nca­sin­o.com

Best regards, Administration of BuranCasino.

Posted on February 2, 2018.

I've already provided you with the documents you requested. Can you please stop with your stalling now? Its getting kinda boring and old.

I received this email from Buran the 2th of january, its now the 2th of february (and I sent them a copy of what they requested the 12th of january) :


"Dear xxxx,

We would like to inform you that in order to process your funds withdrawal request quickly and efficiently, we would like to ask you to provide us with the following documents and information regarding your Neteller wallet:

- A color copy of your passport or any other government ID (i.e. driver license).
- A screenshot of your Neteller wallet you used to top up your balance (page with your personal data, account number, E-Mail address).
- A selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license).

You can rest assured that your personal information and payment details are regulated by our strict data security requirements."

I hope everyone can see what kind of casino you operate, Buran. Its highly unprofessional.

Posted on February 6, 2018.

Dear valued customer,

Thank you for taking your time to write the feedback.

The documents which you have provided do not correspond to the requirements of the Financial Department. We would like to ask you to provide the document which were requested in the last email from the Financial Department.

We want to remind you you that all personal information provided by you is strictly confidential and isn't shared with third parties and is protected by the Privacy Policy.

Do not hesitate to contact us in the Live Chat or email at suppor­­[email protected]­b­u­ra­­nca­­si­n­o.com

Best regards, Administration of BuranCasino.

Posted on February 9, 2018.

This is the email I received from Buran:

"Dear xxxx,

We would like to inform you that in order to process your funds withdrawal request, we would like to ask you to provide us with:

- The transactions history of your Neteller wallet for the last 3 months.

You can rest assured that your personal information and payment details are regulated by our strict data security requirements.


If you have any additional question please do not hesitate to contact us via email suppor­[email protected]­ura­nCa­sin­o.com or via Live Chat.

Best Wishes,
BuranCasino.com Team"



Askgamblers, why aren't you helping out here? NO ONE has the right to ask for my transaction history in order to pay a withdrawal. This casino is just stalling the time and coming up with lame excuses for "verification". This is EXTREMELY unprofessional.

AskGamblers
Posted on February 11, 2018.

Dear Buran Casino,

AskGamblers Complaints Team is kindly requesting you to provide the following information and/or further details regarding your statements referring to KYC procedures as well as withdrawal limits you left during the complaints process so far:

- The exact term/s where it is pointed out you have the right to apply a 5000 SEK withdrawal limit;

- The exact term/s and/or the relevant requirement set by your official regulatory body where it is duly stated you have the right to request a full transaction history of any e-wallet account and/or bank account used by the player to fund their casino account.

Thank you in advance for your cooperation.

 

AskGamblers
Posted on February 14, 2018.

This complaint has been reopened as per BuranCasino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on February 14, 2018.

Thank you for your reply.

The necessary information and further details were provided in the letter to Askgamblers Complaints Team.

Best regards, Buran Casino

Posted on February 15, 2018.

I expect I'll get a copy of the exact same letter, @Askgamblers

Tired of this casino treating customers in such a bad way.



- Jonas

Posted on February 18, 2018.

Askgamblers, are you going to send me a copy of that letter?

AskGamblers
Posted on February 18, 2018.

Dear @sunkis123,

Please keep in mind that as per the AGCCS Terms, we are not allowed nor obliged to share with you any of the email correspondence exchanged with the relevant casino operator involved into the current dispute. Make sure to familiarize very carefully with the AGCCS Terms and Guidelines in order guarantee yourself a trouble free experience with our complaints service. 


Still, for your information, Askgamblers Complaints Team consider the details presented by the Buran Casino representatives so far as totally insufficient and not really justifiying any of the concerns raised in our public post from February 11th. Therefore, we strongly encourage the casino team to provide a public response and explain why their Financial team is refusing to comply with the terms and conditions stated on their own website regarding the stated withdrawal time frames. 

Posted on February 19, 2018.

Dear Ask Gamblers,

We would like to inform you, that financial department has increased a withdrawal limit to the client up to 10,000 SEK, and it is ready to pay out all the transactions according to the schedule, however player did not provide yet all the necessary documents to our kyc department.

We are still waiting for client to provide us with the transactions history of Neteller wallet for the last 3 months. The request was made more then 2 weeks ago. Administration kindly asks player to provide a proof that he is the owner of funds and his gaming activity isn’t connected with money laundering.

We want to underline, that we are not accusing player in any illegal actions and the extra checking is made only for safety reasons. All the withdrawal requests will be considered by the financial department immediately after the player passes account verification.

Best Regards,

BuranCasino

Posted on February 20, 2018.

Again, AskGamblers, this Buran Casino apparently aren't aware that they are not allowed to ask for Neteller transaction history (and also something I refuse to provide them with anyway because I'm not obliged to and as a matter of principal I wont). Other than that, ALL of the other documents which proves my identity has been sent and provided to them. I appreciate your help in this matter, Askgamblers, but might I remind you that the same casino here deleted my Neteller deposit history in the first place to try to trick me into not being able to withdraw through my deposit method, which ofcourse is Neteller. And one more thing I'd like to point out here, you (Askgamblers) have certified for this casino in the first place.

Hope this matter will be resolved fast now as I'm tired of shady casinos trying to potentially steal money from their customers.

And to Buran Casino, you need to stop with the intentional stalling. It's tiresome and it will only hurt your reputation in the long run.

AskGamblers
Posted on February 20, 2018.

Dear Buran Casino,

AskGamblers Complaints Team kindly reminds you that we are still awaiting your response and further clarification on the matter raised below and namely:

- The exact term/s and/or the relevant requirement set by your official regulatory body where it is duly stated you have the right to request a full transaction history of any e-wallet account and/or bank account used by the player to fund their casino account.

Thank you in advance for your cooperation.

AskGamblers
Posted on February 27, 2018.

This complaint has been reopened as per BuranCasino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on February 27, 2018.

Dear Client,

BuranCasino has provided all the all the necessary information to the AskGamblers administration, with full explanation of reason on what basis the financial department is kindly asking you to provide us with all the necessary documents. Please note, that as soon your account will be verified, all your withdrawal requests will be processed as soon as possible according to our General Terms and Conditions.

Best Regards,
BuranCasino.com

Posted on February 27, 2018.

"Dear" BuranCasino,

Both myself and Askgamblers have tried to get you to provide us with your terms where you state that you require a transaction history of my Neteller. I will remind you once again that, judicially, you have no right to ask any customer for that information and need to process my withdrawals right away as I have provided you with everything neccessary in terms of documentation in accord with what YOU are ALLOWED to ask for.

Again, quoting Askgamblers previous post above:

"Still, for your information, Askgamblers Complaints Team consider the details presented by the Buran Casino representatives so far as totally insufficient and not really justifiying any of the concerns raised in our public post from February 11th. Therefore, we strongly encourage the casino team to provide a public response and explain why their Financial team is refusing to comply with the terms and conditions stated on their own website regarding the stated withdrawal time frames. "

AskGamblers
Posted on February 28, 2018.

Dear @sunkis123,

Please keep in mind that our team has been provided with further information and details on behalf the Buran Casino management which we found to be a valid and convincing reason why you have been requested to provide a copy of your e-wallet transaction for the last three months. 

In light of the above, AskGamblers Complaints Team strongly encourage you to cooperate the casino management and to provide the requested transaction history as soon as possible. We have been also assured that if your account verification is over, hopefully with a successfully result, you will be paid in full as per the relevant casino terms and conditions.  
 

Posted on February 28, 2018.

Ok, first you were on my side and even implied that you yourself, Askgamblers, understood the illegitimate request for my transaction history. Second of all, by law and by no terms that have been showed to me, am I obliged to hand over any transaction history. Something is very fishy here when you all of a sudden turn against the customer in such a way, Askgamblers. You apparently have been informed by BuranCasino about something that I have not been informed of. Would you like to share this convincing information so we can all have a better understanding as to why you're wrongfully trying to force a customer to hand over transaction history of my bank? Or is this information strictly between the two of you?
And if I were to hand over a transaction history, what file format would BuranCasino want of the transaction history? Would a .csv file be good?
Im getting tired of scam casino's and their ways of trying to hustle customers. And in regards to this matter, Askgamblers, you disappoint me.

AskGamblers
Posted on March 1, 2018.

Dear @sunkis123,

Please note that AskGamblers Complaints Team do NOT take sides during the complaint process. The purpose of the AGCCS is to gather sufficiently detailed, rock solid facts and evidence which will help our team to reach to correct, fair and justified conclusions.

In light of the above, AskGamblers Complaints Team have been informed by the Buran Casino management that your account has been suspected to be in a possible collusion with at least several other player accounts, all of these accounts sharing too many similarities and thus raising reasonable alert/s for violation of one or more of the casino and/or bonus terms and conditions. That is why you have been requested to provide a full transaction history of the e-wallet account you were using to fund your gambling activities at Buran Casino. 

AskGamblers Complaints Team once again strongly encourage you to cooperate the casino management and to provide the requested transaction history as soon as possible. We have been also assured that if your account verification is over, hopefully with a successfully result, you will be paid in full as per the relevant casino terms and conditions.  

Thanks for cooperating the AskGamblers Complaints Team.
 

Posted on March 1, 2018.

This is getting absurd. Now you're implying collusion here? You have several hundred thousand casinoplayers all over the world that play every single day, and this incident has been suspected of collusion just because I win some money? That's probably the oldest trick in the book trying to frame a customer of collusion to justify delayment of my rightful winnings. Just to prove your stupid accusations Im going to send the transaction history to you via email and I expect full confidentiality from you, @Askgamblers, and I want you to forward this to BuranCasino right away so they can start sending my withdrawal asap. This has gone way too far.

AskGamblers
Posted on March 3, 2018.

AskGamblers Complaints Team is hereby confirming the aforementioned Neteller transaction history has been received and already forwarded to the casino team.


Dear @sunkis123, 


We will use this occasion to remind you that AskGamblers Complaints Team maintains zero tolerance towards verbal aggression or any other kind of behavior which could be considered as offensive. Please refrain from using abusive epithets from now on.


Thank you.

Posted on March 5, 2018.

Dear AskGamblers,

Thank you for the information which you have passed to us.

Nevertheless, the transaction history received in the provided documents was copied to the .excel file, which can not be taken into account as a proof.

That is why we would kindly ask our client to send us a relevant screenshot, where it is clearly seen from where the recharging was made (transfer of money from bank account to e-wallet).

Best regards, BuranCasino

AskGamblers
Posted on March 9, 2018.

Dear @sunkis123,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on March 13, 2018.

Hello. I have been out of the country and just got back.

Nevertheless, this is absurd. I provided the .excel file which I downloaded from my Neteller. Apparently thats not good enough. I'll provide you with a screenshot as well soon. Hopefully that will be good enough. Im curious as to what other potential excuses BuranCasino will come up with after this.

Posted on March 15, 2018.

Dear client,

Thank you for taking your time to write this review.

According to the update we received from the Financial Department, the screenshots weren’t received.

That is why we are still waiting for a relevant screenshot, where it is clearly seen from where the recharging was made (transfer of money from bank account to e-wallet).

Best regards, BuranCasino

AskGamblers
Posted on March 19, 2018.

Dear @sunkis123,

Please let us know if you have cooperated the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

Posted on March 19, 2018.

Apologies for the late response. There's been some unforseen circumstances regarding my family that I had to deal with. Nevertheless, I have also spoken with a lawyer in regards to this matter.

I have now sent a screenshot to Askgamblers and Buran Casino. I expect my withdrawals to be sent immediately.

Posted on March 19, 2018.

Dear valued customer,

Thank you for your response.

We would like to inform you that your transaction history has passed the verification procedure.So we would like to ask you to check the letter from the Financial Department for further instructions.

We want to thank you for cooperation and for your patience and wish you luck in future gaming.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ura­nca­sin­o.com if you have any additional questions.

Best regards, BuranCasino

Posted on March 19, 2018.

Ok, @Askgamblers, this is getting WAY out of hand here. This is just absurd how this casino still tries to delay and come up with excuses not to pay. Here is the mail I received today, and let me specify this; I deposited with Neteller so I am by LAW fully entitled to have my withdrawal sent to Neteller. Please, this is getting ridiculous, They are even going against money laundering laws.

"Dear Jonas Sundqvist,

Thank you for providing us with all the required documents and information.

Please, request a withdrawal payment using Bank Transfer payment method and our financial department will transfer your amount directly to your Bank account.

In order to finish verification of your account, please provide us with:

- A screenshot or a bank statement with following information:

- IBAN

- BIC

- Beneficiary name

We apologize for any inconvenience caused.

If you have any additional question please do not hesitate to contact us via email suppor­[email protected]­ura­nca­sin­o.com or via Live Chat.

Best Wishes,
BuranCasino.com Financial Department"

Posted on March 20, 2018.

Dear valued customer,

Thank you for your response.

We would like to remind you that by creating an account at out projects you accept all the Terms and Conditions and agree to follow them.

According to the paragraph 6.11 The Website will attempt to satisfy your wishes in terms of payment method, however, it cannot give guarantees. Therefore, the Casino may work through and perform payments using other payment systems that differ from the one your requested be used for your withdrawal. (https­://­prn­t.s­c/i­ttyvv)

We kindly ask you to provide us for all the required documents and your funds will be withdrawn in accordance with Terms & Conditions.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ura­nca­sin­o.com if you have any additional questions.


Best regards, BuranCasino

Posted on March 23, 2018.

I am by EU Gambling Law entitled to have my withdrawal sent to the same account as was used for my deposit, so your terms do not apply at all. When Buran tries to send my Neteller money to my bank, that is a direct attempt at money laundering, something I do not agree upon or would ever participate in. I demand my money sent to my Neteller as it is my right by LAW. @Askgamblers, are you just going to sit there and watch this casino (with a false Curacao license: https:­//g­ame­-pr­ote­ct.c­om­/cu­rac­ao-­lic­ens­ing­-scam/ ) try to hustle their customer? Is this how you operate? This casino is clearly breaching the Anti-Money Laundering Act for EU (in accordance with Neteller, a deposit and withdrawal method that Buran uses and are a part of the EU Anti-Money Laundering Act ). This is clearly a way for Buran to try to be difficult and indirectly refuse to pay my withdrawal through Neteller without even explaining why.


https:­//e­n.w­iki­ped­ia.o­rg­/wi­ki/­Mon­ey_­lau­ndering

http:/­/ww­w.g­amb­lin­gco­mmi­ssi­on.g­ov.uk­/PD­F/A­ML/­Pre­ven­tio­n-o­f-m­one­y-l­aun­der­ing­-an­d-c­omb­ati­ng-­the­-fi­nan­cin­g-o­f-t­err­ori­sm.pdf

http:/­/ww­w.c­ifa­-cu­rac­ao.c­om­/pd­fdo­cum­ent­s/0­409­20%­20d­igi­tal­e%2­0te­kst­%20­der­de%­20d­ruk­%20­rod­e%2­0bo­ekj­e%2­0_2­_.pdf

Posted on March 23, 2018.

Please @Askgamblers just delete the last post, correct link for Cifa Curacao Anti Money Laundering Act:

http:/­/ww­w.c­ifa­-cu­rac­ao.c­om­/pd­fdo­cum­ent­s/0­409­20%­20d­igi­tal­e%2­0te­kst­%20­der­de%­20d­ruk­%20­rod­e%2­0bo­ekj­e%2­0_2­_.pdf

AskGamblers
Posted on March 24, 2018.

Dear BuranCasino,

Please let us know if there's some update regarding this case. In addition, we strongly encourage you to provide further explanation and clarification on the exact reasons which led to your decision to offer the player a payment method which differs from the one used for depositing.  

Posted on March 26, 2018.

Dear valued customer,

We would like to thank you for your response.

The actions of the Financial Department are fully subjected to the General Terms and Conditions. In accordance with paragraph 6.11 “The Website will attempt to satisfy your wishes in terms of payment method, however, it cannot give guarantees. Therefore, the Casino may work through and perform payments using other payment systems that differ from the one your requested be used for your withdrawal”.

We would like to point out that this action is performed only due to the player’s safety. So we want to make sure that the funds are transferred to the person who owns them and who passed the verification.

Thank you for understanding and for further cooperation.

Best regards, Administration of BuranCasino

Posted on March 26, 2018.

Yes, and I CLEARLY passed the verification, so please stop with these nonsense answers and pay me my money to my Neteller. You're clearly a bogus casino with a false license and are trying to rip people off with these statements about a players safety. What part of "money-laundering" do you not understand? @Askgamblers, this is the second time in this post that they come up with a copy+paste answer. I think it's clear what this casino is trying to do here.

AskGamblers
Posted on March 27, 2018.

Dear BuranCasino, 

While there is no one here questioning in any way the afoementioned rule #6.11 from your Terms&Conditions, AskGamblers Complaints Team once again  strongly encourage you to provide further explanation and clarification on the exact reasons which led to your decision to offer the player a payment method which differs from the one used for depositing.  

Posted on March 30, 2018.

Dear AskGamblers,

Explanatory letter regarding the player’s funds withdrawal request was sent to AskGamblers Administration.
Please, let us know, in case you need further information.

Best Regards,
BuranCasino Team.

Posted on March 30, 2018.

Dear valued customer,

We would like to inform you, all the necessary information has been received and fully checked, based on what, your account passed the verification procedure.
BuranCasino Administration do not refuse in payment all of the winnings, however, in accordance with the internal Finance Department procedures and strongly following with the General Terms and Conditions, it was decided to process and complete all your withdrawal requests using alternative payment method.
Please, request a withdrawal payment using Bank Transfer payment method and our Financial Department will transfer your amount directly to your Bank account.
Please, do not hesitate to contact us, in case you need further information.

Best Regards,
BuranCasino Team

Posted on March 30, 2018.

And what exactly is this letter that you will only share with Askgamblers?

I deposited through Neteller, therefore, I am obliged by law to have my withdrawal sent through Neteller. I will not let you send money through my bank and attempt money laundering. @Askgamblers, how long do you think we'll have to deal with this? This scam casino is clearly just messing around.

AskGamblers
Posted on April 2, 2018.

Dear all, 

AskGamblers Complaints Team would like to inform you that we found the explanation and clarification on the exact reasons which led to Buran Casino decision to offer the player a payment method which differs from the one used for depositing as totally insufficient and unfounded. 

Therefore, Buran Casino is expected to pay the player in full via the same method which player used to make the winning deposit at their casino. Failure to do so OR to provide rock solid, justified and unambiguous reasons for the payment method change will result in the complaint being closed as Unresolved. 
 

Posted on April 3, 2018.

Dear valued customer,

We would like to inform you that your account was double-checked by the Risk Department.

According to the results of this verification administration of our project made a decision in accordance with which your withdrawals will be performed via the same payment method from which your deposits were made and in full accordance with general Terms and Conditions of our project.

Your will be notified by the Financial Department about the schedule of your withdrawals at your email in the shortest period of time.

Do not hesitate to contact us in the Live Chat or email at suppor­[email protected]­ura­nca­sin­o.com if you have any additional questions.

Best regards, BuranCasino Administration

Posted on April 4, 2018.

Dear valued Casino,

Thank you for your cooperation. It is good to see that you finally, after 3 months, are willing to pay my winnings.

You have sent me 10k sek in withdrawals, but still I have pending 46k SEK. I have waited 3 months for my money. I am not accepting any kind of payment plan. Just send me all my money, stop this nonsense about payment plans. THeyve been due for a WHILE.

So please confirm here that you will pay all my withdrawals in full, within 24h.

Posted on April 6, 2018.

So far they have payed me 20.000 SEK over two days. Still they are intentionally stalling the payments as much as they can. Just awful service.

Posted on April 9, 2018.

Dear valued customer,

We would like to inform you that all the withdrawals are completed in accordance with Terms & Conditions. Your withdrawals are being paid out according to your personal withdrawal schedule. More information about your withdrawal schedule you can get at [email protected]


We are always working on improving our service and try our best so you can have the best experience at our casino.

Best regards, Administration of BuranCasino.

AskGamblers
Posted on April 13, 2018.

Dear @sunkis123,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

BuranCasino complaints

  • 3 of 4 resolved
  • 1 day avg response
  • 2 weeks avg complaint life
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