Hi there,

I have already verified myself on the site by email. I requested my withdrawal of € 250 on November 17th. Nothing happened until December 14th. I canceled it and requested a withdrawal again. I think it's cheeky every time they say that the finance department will take care of my payout, but nothing happens. A deposit takes a few seconds but a withdrawal does not take place.

Hallo,

ich habe mich bereits auf der Seite per Mail verifiziert. Ich hatte am 17.11 meine Auszahlung von 250€ beantragt. Bis zum 14.12 ist nichts passiert. Ich habe es storniert und nochmal eine Auszahlung beantragt. Ich finde es eine frechheit jedesmal wird behauptet das sich die Finanzabteilung um meine auszahlung kümmern wird, aber nichts passiert. Eine Einzahlung dauert paar sekunden aber eine Auszahlung kommt nicht zu stande.

Dear Kirschtorte,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Was your account verified successfully, or have you received any winnings from this casino in the past?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but a month is really a long time.

Lastly, on the forwarded screenshot it says "max €200". Could it be related somehow to the difficulties that you're experiencing?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there,

I requested a bank withdrawal. I have already verified my account and have received an email that my account has been successfully verified. This is my first payout.

If you choose bank transfer, you can withdraw up to € 5000 MAX.

But so far not a single email has been received about my payment or anything else. In the live chat it is emphasized every time that it is processed by the finance department.

Hallo,

ich habe Bankauszahlung gefordert. Mein Konto habe ich auch bereits verifiziert und habe eine Mail bekommen das mein Konto erfolgreich verifiziert wurden ist. Das ist meine erste auszahlung.

Wenn man Banktransfer ausw?hlt, dann kann man bis zur 5000€ MAX auszahlen.

Aber bisjetzt kam keine einzige Mail auf meine Auszahlung oder sonstiges. Im Livechat wird jedesmal betont das es bearbeitet wird von der Finanzabteilung.

Thank you very much, Kirschtorte, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Kirschtorte,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Buran Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Buran Casino team, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?

Thank you in advance for providing the information.

Good day,

Thank you for reaching out.

First of all, we would like to apologize for the delay with the initial payment. Unfortunately, we faced an issue with the payment provider that we were working on. We realize how frustrating the situation was and we will do our best to improve the process and avoid this from happening again.

We confirm that the payment was finalized from our side and the player should receive it soon if they did not receive it by now.

Please feel free to contact us if you have any further questions.

We appreciate your patience and cooperation.

Sincerely,

Buran Casino

Dear Kirschtorte,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Hi there,

I received the payment. Thank you very much.

Hallo,

die Zahlung ist bei mir eingegangen. Dankesch?n.

Thank you, Kirschtorte, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Buran Casino team, for providing information and for your cooperation.

Best regards,

Branislav, www.kpvfaw.com