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BuranCasino - Refusing to verify documents, pending withdrawal

RESOLVED
Posted on May 7, 2018.

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.

AskGamblers
Posted on May 7, 2018.

Dear @Gambulaah,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on May 7, 2018.

The withdrawal amount is combined 4000€

Posted on May 7, 2018.

Dear valued customer,

First of all let us congratulate on your winnings.

We are really thankful for the cooperation and provided documents.

Financial Department checked all the provided documents and basing on this information, your account was successfully verified, and you will be informed about it.

Also, all the winnings you got after an account verification will be successfully paid out and we want to congratulate you with a win once again!

If you have any additional questions, please contact us via Live Chat or via suppor­[email protected]­ura­nca­sin­o.com

Best regards, BuranCasino Team

Posted on May 7, 2018.

If Askgamblers don't mind I want to keep this ticket open till I am actually verified and successfully made the withdrawals. This so I wouldn't end up possibly having to send in another complaint looking like a fool for again blindly believing information given to me with there being no solid verification as of right now of things being solved. After being sent in circles at times at their casino's support I hope my request is at least understandable, thank you.

If everything works out smoothly from here on out, no one would be more thankful and relieved/happy about it than me as this has been taxing and exhausting to deal with. I will also update this complaint thread on any progress or possible issues as soon as I am made aware of it.

Posted on May 10, 2018.

It's now been soon 3 full days and I have still not received any email from them, much less confirmation of being verified. What is the issue exactly? Surely it can't take 3 days to send out the message after stating this:

"Financial Department checked all the provided documents and basing on this information, your account was successfully verified, and you will be informed about it."

Posted on May 10, 2018.

Dear valued customer,

We would like to inform you, that your first your withdrawal has been successfully processed by our Financial Department. An e-mail notification has been sent to your account.

Please note, that all the rest transactions will be processed as soon as possible in the strong accordance with the General Terms and Conditions.

If you have any additional questions, please contact us via Live Chat or via suppor­[email protected]­ura­nca­sin­o.com

Best regards,
BuranCasino Team

Posted on May 10, 2018.

I can confirm this information of having been verified and receiving my first withdrawal. I did not get the email telling me I was verified however, which is the reason I updated my post. Thank you

Posted on May 13, 2018.

Dear Askgambers’ Administration and valued customer,

On the basis of information above, we would like to consider this complaint as resolved and would kindly ask Askamblers’ Administration to close the complaint.

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,
Administration of BuranCasino

Posted on May 13, 2018.

As I am still waiting the remaining 3k euro. I am also attaching screenshots form their own FAQ and Terms and Conditions that state there should be no reason why the remaining 3K was not paid out at the same time the first 1k was. So I would like to keep my complaint till I have been paid in full, thank you.

Posted on May 16, 2018.

As promised, I will update on every change, I just got another 1k sent to me, so now 2k is remaining

Posted on May 16, 2018.

Another 1k has been sent, now there is 1k missing and I will update here as soon as I have received that as well

Posted on May 18, 2018.

I have received the last 1000 and I consider this case solved and closed, thank you

AskGamblers
Posted on May 18, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

BuranCasino complaints

  • 3 of 4 resolved
  • 1 day avg response
  • 2 weeks avg complaint life
  • 2,249 USD avg amount

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