Blocked my account and did not pay my winnings

Hello with respect AskGamblers Team.

I just need your help with my issue against BuranCasino. They are delaying my payment for more then 7 days. I think the third day support told me that they finished with my account verification and payment I will receive it in short time.

After that, only lies every day.

I need your help again. 500€ I have to receive. Thank you 🙏

Hello guys.
I want to open this complaint because I feel more secure having it open since I won a large amount of money and I'm trying now to withdraw my winnings.
So let's start... Today I made my first deposit ever on BuranCasino using 100% bonus, which I got a huge win of +2,800€. Since I didn't even touch the bonus balance, live support told me they could cancel the bonus and all the money would be transfered to my real balance. That seemed fair to me, so I accepted. After this everything was ok.
So before even trying to withdraw; I knew, of course, I had to send them all my documents. Which I did. As any site I always get easily verified because I have all the information needed. So I sent them.. After that, I received an email saying documents provided weren't enough, only a selfie holding ID or passport with burancasino as background was missing. No problem, I took the selfie and sent them.
Later on, I received an email saying '' in order to withdraw your funds via chosen payment method, you have to make a minimal deposit using this Visa.'' and that I had to send them a photo of the card.
That is very strange to me since my credit card is not VISA, and I had already sent them the card photos.
Of course, by having a MasterCard card i deposited with MasterCard option, I mean... that is obvious.
I think this was a little mistake by them, since all credit cards payment must be designed as VISA, like in my work, when in reality I used a MasterCard credit card to deposit. I mean, I think they can check that the creditcard used to deposit ended on ****7412... (which is my card in my name). I also remember the moment I selected MasterCard as payment option, so there's no denying.
I know this can be a little mistake, but since this is a large amount of money I always get nervous and I'd like to have AskGamblers team supervising my payment.
I have screenshots of everything, my win, bonus balance not being touched, emails, everything. I even recorded my live support chat when he told me they could cancel the bonus and put all the money in real balance since I didn't use the bonus.
As I said, I know this can be a little mistake by them, but I don't care.
I don't want to be scammed or whatsoever.
If you guys need anything else from me, please let me know.
My casino user is: zblack and amount disputed is 2,820€
Thank you guys!

I have been trying to get my account verified since mid April. Costumer support started out with requesting one set of documents, then I was told by KYC to send in another set of documents which I then did and never heard back from them after that. I contacted support that then told me to send another set of different documents, which I then did. Another week went by and I heard nothing, then I contacted support again which then told me to send THE SAME documents I had already sent, again. I told them they were already sent, so they told me to send another set of different documents.. which I again did. It's a joke at this point and I am not taking them serious at all, it's the most unprofessional casino I have played at, there seems to be no communication between departments or information shared and all initial replies are copy + paste. 16 April: | name: Alex BA | Username: Gambulaah Alex BA (06:53:25): I was wondering how I could send you verification documents as I have a pending withdrawal and want it go as smooth as possible Miguel (06:54:04): Hello! Welcome to Customer Support Service of our Casino! Miguel (06:54:05): Thank you for your patience. In order to process your withdrawal request quickly and efficiently and to verify your account, we ask you to provide us with the following documents: - A color copy of your passport (including the signature page) or driver’s license. - A selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license). - A screenshot of your wallet you used to top up your balance (page with your personal data). - OR a color copy of the credit card you used to top up your balance (both front and back). You may blur the middle 8 numbers of the card and the CVV number if you desire. - OR bank account, or screenshot of your bank account where account holder, IBAN, BIC and name of the account-holding institute can be clearly seen. Please send the required documents to [email protected] with your username in the email subject. We wish you a pleasant time on our website! Alex BA (06:55:45): Thank you, will do that right away Alex BA (06:56:06): Is there any chance you can verify they have been received after I do? Miguel (06:57:40): I'm sorry, but I can not seem to get it because the process has to do with the finance department. But confirm whether they were received or not, contact Live Chat within 2 hours, so the finance department can confirm. Alex BA (06:57:58): Thank you again :) 17 April: | name: Alex BA | Username: Gambulaah Alex BA (10:02:46): Hello I was wondering if you had received my documents, was asked to come back and check after a few hours, it' been 3 or 4 so figured to check in Helen (10:13:12): Hello! Welcome to BuranCasino.com Customer Support Service! Helen (10:13:29): The request for verification of your account is processed by the Financial Department within 24 hours after the submission of documents from 12:00 to 21:00 (GMT+3), excluding weekends (Saturday, Sunday).You will receive a notification of verification on your mail, which is indicated in your profile. Alex BA (10:13:52): Oki thank you 27 April: Alex BA (13:08:15): I have been waiting for more than a week for your department to confirm my documents and give me feedback on if anything is missing it's starting to get tiring. Tyler (13:12:17): Hello! Welcome to BuranCasino.com Customer Support Service! Tyler (13:12:21): Please, do not close the chat window, I am processing your request. Tyler (13:14:34): Dear Alexander Aurland, Please provide screenshots of screenshot of the Netellerl wallet with the deposit / withdrawal from your card or bank account + screenshots of the Neteller pages attached to the Neteller cards and bank account. - A screenshot of your Netellerl wallet you used to top up your balance (page with your personal data). - The screenshots transactions history of your Neteller wallet for the last 3 months. Alex BA (13:15:31): I have already done most of these and I never got a reply Tyler (13:16:03): Let me double check then. Few minutes , please. Tyler (13:26:39): I need to ask our manager about this situation. Sorry for waiting time and thanks for patience! Alex BA (13:28:47): I am waiting Alex BA (13:29:36): And since this has been going on for weeks right now I am not really happy, I have done everything I could at every stage asked of me and I have gotten nothing in return, I have had to contact live support each and every time to get any information, that's really bad professionalism Alex BA (13:30:03): Take your time though, I am not going anywhere Tyler (13:31:51): Thanks for understanding! We Tyler (13:32:01): we're proceeding your request* Tyler (15:10:55): I'm sorry , my shift is over , and financial department still proceeding your request. Please , come back to live chat a little bit later. 6 May: | name: Alexander Boassen Aurland | Username: Gambulaah Alex BA (00:53:34): I have waited more than 2 weeks for replies from your KYC department this is not acceptable! Elena (00:53:59): Hello! Welcome to Customer Support Service of our Casino! Elena (00:54:02): Please, do not close the chat window, I am processing your request. Elena (00:54:59): Please provide screenshots of screenshot of the Skrill wallet with the deposit / withdrawal from your card or bank account + screenshots of the Skrill pages attached to the Skrill cards and bank account. - A screenshot of your Skrill wallet you used to top up your balance (page with your personal data). - The screenshots transactions history of your Skrill wallet for the last 3 months. Alex BA (00:55:13): I have sent this in already Alex BA (00:55:20): You just refuse to reply and it's been 3 weeks Elena (00:55:37): Please clarify the following: - When did you send the verification documents; - From what email address you sent the documents; - To what email address you sent the verification documents. Alex BA (00:56:37): Alex BA (00:57:18): That was 9 days ago, when I was told to be contacted AGAIN by your KYC department. Elena (00:58:09): - When did you send the verification documents; - From what email address you sent the documents; - To what email address you sent the verification documents. Alex BA (00:58:28): I have already answered your support these question 3 TIMES Elena (00:58:31): i don't see this information in your screen shot Alex BA (00:59:37): Alex BA (01:00:17): You also clearly don't communicate with each other or have any relevant information available do you? Elena (01:01:04): These documents we received Alex BA (01:01:10): I asked specifically for them to get back to me if there was anything else Elena (01:01:14): Please provide screenshots of screenshot of the Skrill wallet with the deposit / withdrawal from your card or bank account + screenshots of the Skrill pages attached to the Skrill cards and bank account. - A screenshot of your Skrill wallet you used to top up your balance (page with your personal data). - The screenshots transactions history of your Skrill wallet for the last 3 months. Alex BA (01:01:26): It's in those screenshots... Alex BA (01:01:33): What are you even talking about? Alex BA (01:02:00): See the middle one? That's skrill Elena (01:02:00): - A screenshot of your Skrill wallet you used to top up your balance (PAGE with your personal DATA). Elena (01:02:10): (PAGE with your personal DATA). Alex BA (01:02:14): Which it has Elena (01:02:43): and The screenshots transactions history of your Skrill wallet for the last 3 months. Alex BA (01:05:31): Sent Elena (01:06:30): The request for verification of your account is processed by the Financial Department within 24 hours after the submission of documents from 12:00 to 21:00 (GMT+3), excluding weekends (Saturday, Sunday).You will receive a notification of verification on your mail, which is indicated in your profile. Alex BA (01:06:53): Which I have heard every single time and never gotten 1 message Elena (01:07:28): did you send a this documents now? Alex BA (01:07:35): I have sent everything. Elena (01:07:45): did you send a this documents now? Alex BA (01:07:51): Are you slow? Alex BA (01:08:06): and The screenshots transactions history of your Skrill wallet for the last 3 months. 01:04 Sent Elena (01:08:42): in your screenshot for 16.04.18 you didn't send these documents Alex BA (01:09:32): I have sent them, check your facts. I have sent documents on 3 separate occasions Elena (01:09:37): okay so wait, You will receive a notification of verification on your mail, which is indicated in your profile. Alex BA (01:09:45): Thank you They don't want to verify me even though I have gone through every single hoop they have asked If Askgamblers wants to see all the documents I have sent in then I will send it to you and screenshots of the mails having been sent.

Hi Askgamblers. I deposit the 2/2/2018, played and won. I went to withdrawl my winnings of 16,985SEK. I then revieved an email that i need to withdrawl in parts of 2000kr and provide them with ID, SELFIE, printscreen of skrill,deposit and proof of adress. I sent them all theese documents and made several withdraw-request. Then i revieced new letter, they are now asking for a complete transaction history of my skrill transaction for the past 3 months, that is private information that i would not like to share. I don´t think by law you are able to request such sensetive private information. I have sent them skrill-printscreen of my personal account that verifies my adress, plus a printscreen showing my deposit with transaction-ID fully visibale. After a few emails back and forth, i then get another email, then are now asking for 6 months of transactions history instead of 3 months. They also need proof of from where i topped-up(funded) my account and who owns thoose funds. I have attached all documents and emails. This verification procedure is beyond accetable. Please askgamblers. help me with this case. This is not ok.

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.

Hello. I've been in dialogue with this casino for over a week, and they constantly neglect to send my withdrawals unless I personally ask for it on their live chat. I was talking with a client of them 10 minutes ago and they are still neglecting my withdrawals by stating that "In order to process your request in convenient way the financial department can devide your payouts". Well, I had a total of 29.000 SEK, which was divided into 5000 SEK each, and a last one of 4000 SEK. I have received a total of 15.000 SEK so far, over 1 week, and when I look at my account at their casino there should be 2x5000 SEK and 1x4000 SEK pending withdrawals. however there is one withdrawal of 5000 SEK that is missing. I asked the person on live chat today about it but he avoided my question several times and replied with the same response "In order to process your request in convenient way the financial department can devide your payouts". This kind of intentional stalling and customer service is just awful. Im writing this complaint here in hopes of you being able to help me in this matter. I have never experienced such a casino that intentionally stalls and delays withdrawals like this towards their customers. Its very suspect that such a casino operates like this. Kind regards, Angus