Ag Awards

BuranCasino - Blocked my account and did not pay my winnings

Complaint Info
Disputed casino BuranCasino
Reason Account closure
Amount zł 1400
Posted on February 19, 2018

it looks like this in January I was a little lucky and I won several times with the payment of the win was not a problem according to the rules of the casino I paid 500 PLN three times a week.

As you can see the account I was verified and there were no problems as to my person and vice versa this was my favorite casino. 07/02/2018 I have received a payment on my ecopayz account the next day I received a message from the casino

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 Ecopayz wallet for the last 3 months.
- A selfie photo of yourself holding in hands your passport or any other government ID.

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.

of course, I sent the casino request and then the rest of my win was withdrawn and my player account was blocked after trying to contact the casino and asking what happened, I did not receive any answer, the support question on the live chat ended with the answer that I have to send questions by email what I did.
The casino has not paid me 1,400 PLN, please help here, maybe this way you will be able to contact this casino.

Posted on February 21, 2018

Dear valued client,

Thank you for taking your your time to write 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 3.3 Only one gaming account is allowed for your real personal data. Opening an account is allowed only for one person, using one address, one phone number, and one IP address. Any other accounts that are opened on the Website will be considered as “Duplicate Accounts.” In that case, the Casino reserves the right to close all of the Duplicate Accounts and to apply the following sanctions: each action performed using a Duplicate Account is considered void. If while the Duplicate Account was active, monetary funds, bonuses, or winnings were taken out of the Duplicate Account, they will be lost and the Casino retains the right to ask for them back. BuranCasino reserves the right to cancel bets, reject bonuses of any kind, cancel participation in any promotional activity, as well as permanently ban any client from the bonus program of the Website. It also reserves the right to disallow opening an account or close an existing account without prior written notice or any explanation.

After your account was precisely checked by the Security Department it was recognized as a duplicate. Because of that, your withdrawal requests were cancelled and your account was closed.

If there is any proof which is needed, it can be provided to the AskGambler’s Administration by the email.

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

Best regards, BuranCasino Administration

Posted on February 21, 2018

obviously I know the rules of creating an account in the casino, therefore I inform you that I do not have a multi-account, of course I had an account with you in a different currency but before changing the currency on the current chat I was asked to set up the same email address as the previous one and then I asked to verify account which has been positively verified so I do not understand why there is a problem suddenly

Posted on March 8, 2018

This complaint has been reopened as per submitter's 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.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy