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BuranCasino - Intentionally stalling and mysteriously removing withdrawals

Informação da reclamação
Cassino em disputa BuranCasino
Motivo Pagamento atrasado
Valor kr 14000
Sherpakyle Suécia
Postado em 5 de dezembro de 2017

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,

Postado em 6 de dezembro de 2017

Dear valued Customer, 

First of all, we would like to congratulate you on your winnings!

We really regret to hear that you didn't get positive impression when playing at our Casino.
However, let us clarify some details in your complaint:

1. On 25th of November you have successfully made a deposit and received a Welcome bonus in our Casino.

2. Later at the same day you’ve made 2 withdrawal requests in total amount of 29,019 SEK.

3. The Financial Department has sent you a verification request during 24 working hours, as stated in our T&C.

4. Following approval of your identity our Financial Department has tried few time to process your withdrawal.

5. However on 27th of November our bank notified us that you’ve stated incorrect payment details and we’ve asked you to make a new withdrawal with correct bank details.

6. As your player status is Silver. Such a level do not allow you to get all your winnings in one transaction.

7. It should be mentioned that from 28th of November till 4th of December, the total amount of 20,000 SEK have been successfully paid out to your corrected bank details.

8. All of the remaining withdrawals will be paid out in full accordance to the schedule mentioned in our last email.

9. Once again we would like to congratulate you on your winnings and hope that during next withdrawals your player status will be Gold and above and you will be able to get even fastest withdrawal of your winnings!

Sincerely yours,

Sherpakyle Suécia
Postado em 7 de dezembro de 2017

Correct, i made a deposit using NETELLER, which again i made a withdrawal using NETELLER. Your casino stalled for time and in the hopes of me gambling away my money. So please stop with the misinformation that you are trying to state here, its silly to listen to and i dont have time for lies. Here is the original email you sent me the 27th of november:

"Dear Angus Shepherd,

We want to inform you that your withdrawal in amount of 25000 + 4019 euro was cancelled by our Financial Department.

According to the rules of our casino, withdrawal payments can only be made using the same payment method and the same details, that were used to make the deposit.

Please, request a withdrawal payment using Neteller with number undefined.

In order to process your funds withdrawal request quickly and efficiently, we ask you to split 29019. it on . parts.5000 sek.

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

Best regards, Financial Department"

Notice how you say "quickly and efficiently" ? Is this what you call quickly? And after I've asked for this so-called payment schedule you send me one AFTER i make a complaint here? You pay your customers 5000 SEK every 2nd day? Im not sure where thats stated in your terms. Please enlighten me with that.

Postado em 8 de dezembro de 2017

Dear valued Customer,

As it was mention in previous letter, our financial departments process all withdrawal requests strongly according to general terms and conditions. In profile section on promo tab you can find your account level status with monthly payout limits.

Please note that at this moment all your withdrawal requests are fully paid out according to your withdrawal schedule.

We'd be more than happy to see you play at BuranCasino again and you are welcome to contact our Support Team if you have any additional questions.

Best regards,

Postado em 12 de dezembro de 2017

Dear @Sherpakyle,

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.

Sherpakyle Suécia
Postado em 14 de dezembro de 2017

Yes, its resolved now. The casino payed all my fundings eventually, but they delayed and stalled the time as much as they could. Very disappointing customer service.

Postado em 15 de dezembro de 2017

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 Reclamações

  • 6 de 7 resolvida
  • 1 dia resposta méd.
  • 1 semana vida útil méd. da reclamação
  • 2,026 USD valor médio

Problema com BuranCasino?