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Good day ,

I had 500 euros paid out more than 2 weeks ago and I can still cancel it if I wanted which is ridiculous and the live chat tells you every time to wait for a message from the finance department that never comes but had problems before with this page at the time it was about 400 euros and i was helped and the money was transferred after 20 working days can you help me again this time? Thanks

Guten tag ,

Ich habe mir vor über 2 Wochen 500 Euro auszahlen lassen und ich kann diese bis jetzt noch stornieren wenn ich wollte was lachhaft ist und der livechat sagt einem jedes mal das man auf eine nachricht von der finanzabteilung warten soll die aber nie kommt hatte schon einmal probleme mit dieser seite damals ging es um 400 euro und mir wurde geholfen und das geld wurde nach 20werkttagen überwiesen können sie mir dieses mal wieder helfen ? Danke

Hello secretgauloises,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Buran Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear secretgauloises,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hi of the 500 there are only 250 left but again I wait again and again but the money has not been transferred yet, no I have not used any bonus money and my account is verified

I hope to get my 250 euros transferred soon, thank you in advance

Hi von den 500 sind nur noch 250 übrig aber auch hier warte ich wieder und wieder aber das Geld wurde noch nicht überwiesen ,nein habe kein Bonus Geld verwendet und mein Konto ist verifiziert

Hoffe bekomme bald meine 250 Euro endlich mal überwiesen danke schon mal im voraus

And how does it look now?

I've talked to support several times and every time it says that the finance department will get in touch with me as soon as possible, but nobody answers

Und wie sieht es jetzt aus ?

Habe schon mehrmals wieder mit dem Support geredet und jedes mal heißt es das die finanzabteilung sich schnellstmöglich bei mir melden wird aber es meldet sich einfach niemand

I spoke to the support again and they told me that the payout takes between 3-5 working days, these days are long gone

Habe noch einmal mit dem Support gesprochen und man hat mir gesagt das die Auszahlung zwischen 3-5werktage dauert diese tage sind schon längst vorbei

Here's the proof

Hier der Beweis

Dear secretgauloises,

Do I understand it correctly that you have canceled your previous withdrawal and requested for a new one of 250€? If yes, please note that it might again take a week or too to receive the money. The time frame given by the casino is only the time for it to be processed in the casino. It still needs to be processed in their and your bank.

Yes, I had canceled more than 3 weeks ago and had it paid out again 3 weeks my friend and still no money in the account 3-5 working days are already 3 times around according to the support there should be money in the account today but it is not and honestly I don't believe it's ever going to happen anymore

Ja hatte ich vor mehr als 3 Wochen stornier und neu auszahlen lassen 3 Wochen mein Freund und noch kein Geld auf dem Konto 3-5werktage sind schon 3 mal um laut dem Support sollte heute saß Geld auf dem Konto sein ist es aber nicht und ehrlich gesagt glaube ich nicht mehr dran das es überhaupt noch kommt

It's not the first time I've gotten in touch here, I always get in touch after 2 or more weeks if nothing changes in the status of the subscription, it would be nice if you could put pressure there, until now I've always been very satisfied with Casinoguru was always helped to get my money and I am also grateful for

Ist ja nicht das erste mal das ich mich hier melde, melde mich immer nach 2 oder mehr Wochen wenn sich nichts ändert an dem Status der auzhalung ,wäre schön wenn ihr dort mal druck machen könntet ,bis jetzt war ich immer sehr zufrieden mit casinoguru mir wurde jedes mal geholfen an mein Geld zu kommen und bin auch dankbar für

Thank you secretgauloises for all the information. I will now forward your complaint to my colleague Tomas who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you very much

Danke sehr

Hello secretgauloises,

I will assist you with the complaint from now on. Based on your previous comment, I updated the disputed amount from 500€ to 250€. Now I would like to invite Buran Casino's representative to join this conversation and participate in the resolution of this complaint.

Buran Casino,

could you please explain why the player's withdrawal has not been processed yet and when can he expect it to be processed?

Money was credited to the account today, thanks for the help

Geld wurde heute aufs Konto gutgeschrieben, danke für die Hilfe

Dear all,

Thank you for reaching out!

We are glad to inform you that the withdrawal request of the user for 100 EUR has been processed from our side. Please expect the funds to arrive at your account in the nearest time.

Unfortunately, due to some technical limitations on the side of the payment provider, there can sometimes be a delay in processing withdrawal requests. You can be assured that we will do everything in our power to avoid such a situation in the future.

We are sorry for the delay caused and we sincerely appreciate your patience!

Should you have any other questions, feel free to contact us via chat.

Best regards,

BuranCasino.com

Hello all,

thanks to the Buran Casino representatives for the explanation and cooperation in resolving the issue.

secretgauloises,

Do I understand correctly that your winnings were paid out and you consider the issue resolved?

Dear secretgauloises,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Yes, you got that right, thanks again for the help

Ja haben sie richtig verstanden, danke noch einmal für die hilfe

Thanks for the confirmation, secretgauloises.

I am glad to hear you received your winnings. Thanks for letting us know. We will now mark the complaint as 'resolved' in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.