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

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.

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 suppor­t@B­ura­nCa­sin­o.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.

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.

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.

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?

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.

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 suppor­t@b­ura­nca­sin­o.com


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

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 suppor­t@b­ura­nca­sin­o.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.

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 suppor­t@b­ura­nca­sin­o.com

Best regards, Administration of BuranCasino.

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.

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 suppor­­t@­b­u­ra­­nca­­si­n­o.com

Best regards, Administration of BuranCasino.

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 suppor­t@B­ura­nCa­sin­o.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.

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.

 

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.

Thank you for your reply.

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

Best regards, Buran Casino

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

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

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. 

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

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.

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.

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.

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

"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. "

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.