Hello, I made a withdrawal of 500 Euros on my account on 25/05/2024. After a few hours, I logged into my account and found the money had disappeared while playing slots, without my consent, by a third party. I spoke to customer service and they said they would close the account, which they did, however, I'm still waiting on a response from the security department. The issue is that the funds disappeared without my consent. I'm unsure if I will get my money back or if I will lose it. I am very disappointed with Buran Casino!!!

Additionally, today I received several emails from Buran Casino about a password change, written in German. Please refer to the attached images!!!

Γεια σα? ?κανα αν?ληψη στο λογαριασμ? μου 25/05/2024 ποσ? 500 ευρ? μετ? απ? κ?ποιε? ?ρε? μπ?κα στο λογαριασμ? μου και τα χρ?ματα ε?χαν εξαφαν?στη πα?ζοντα? φρουτ?κια χ?ρι? την θ?ληση μου απ? τρ?το πρ?σωπω μ?λησα στην εξυπηρ?τηση μου ε?παν θα κλε?σουν το λογαριασμ? ?πω? ?καναν ακ?μα περιμ?νω απ?ντηση απ? το τμ?μα ασφαλε?α? το ποσ? ?μω? εξανεμ?στηκε χωρ?? να την θ?ληση μου και το πρ?βλημα ε?ναι αν θα λ?βω τα χρ?ματα στο λογαριασμ? μου η αν θα τα χ?σω ?χω απογοητευτε? πολ? απ? το Buran casino!!!

επ?ση? σ?μερα ?λαβα στο email μου μερικ? email απ? το Buran casino για αλλαγ? κωδικο? πρ?σβαση? στα γερμανικ? δε?τε και το? φωτογραφ?ε?!!!

Dear BlackJokerPro,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with Buran Casino.

To help us understand your situation better and assist you more effectively, could you please provide the following information:

• The exact time you initiated the withdrawal of 500 Euros on 25/05/2024.
• Any additional communication you’ve had with Buran Casino’s customer service regarding this issue.
• Details about when and how you discovered the unauthorized activity on your account.

If you have any relevant communication that might help us understand your case better, please forward it to [email protected].

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Good evening, I can't say the exact time because I don't remember 25/05/2024 at around 18:00 when I made the withdrawal of 500 euros.

after 3 hours when I entered the buran casino to see the progress of the withdrawal the amount had been played in difference, games (slots) the issue is for the security department to see that it was done by third parties and to credit the amount to my account please!!!

Καλησπ?ρα σα? η ακριβ?? ?ρα δεν μπορ? να πω ακριβ?? δι?τι δεν θυμ?μαι 25/05/2024 περ?που στι? 18:00 απ? ?τι ?κανα την αν?ληψη ποσο 500 ευρ?.

μετα απ? 3 ?ρε? που μπ?κα στο buran casino να δω σε τι εξ?λιξη βρ?σκεται η αν?ληψη το ποσ? ε?χε παιχτε? σε διαφορ?,παιχν?δια(φρουτ?κια) το θ?μα ε?ναι να δουν απ? το τμ?μα ασφαλε?α? ?τι ?γινε απ? τρ?τα ?τομα και να πιστωθε? το ποσ? στο λογαριασμ? μου παρακαλ? πολ?!!!

Hi BlackJokerPro,

• Did you contact the casino immediately to inform them about the unauthorized access to your casino account?
• Can you confirm that you didn't share your login information with any third party?
• Could you please request and forward your game history to [email protected]?

Thank you.

I contacted immediately when they played the amount from my withdrawal I have not received an email from the casino yet

confirm how can i? I gave my account information to the service department, they froze it and they said they will check it..

unfortunately I won't be able to send you the history because my account has been frozen (it's closed)..

i just need to get the amount back please it's so unfair if i lose the money!!!

Επικοιν?νησα αμ?σω? ?ταν μου ?παιξαν το ποσ? απο την αν?ληψη μου δεν ?χω λ?βει κ?ποιο email ακ?μα απ? το καζ?νο

να επιβεβαι?σω πω? μπορ?; ?δωσα τα στοιχε?α του λογαριασμ? μου στο τμ?μα εξυπηρετηση? των π?γωσαν και θα των ελ?γξουν ε?παν..

δυστυχ?? δεν θα μπορ?σω να σα? στε?λω το ιστορικ? γιατ? ο λογαριασμ?? μου π?γωσε(ε?ναι κλειστ??)..

απλα πρ?πει να λ?βω το ποσ? π?σω παρακαλ? πολ? ε?ναι τ?σο ?δικο αυτ? αν χ?σω τα λεφτ?!!!

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

Hello BlackJokerPro,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Buran Casino,

Could you possibly provide additional information regarding the case and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hi there doesn't seem to be a rep connected to the chat and I still haven't had an email from the security department!!!

Γεια σα? απ? ?τι φα?νεται δεν ?χει συνδεθε? κ?ποιο? εκπρ?σωπο? στην συνομιλ?α και ακ?μα δεν ?χω κ?νει κ?ποιο email απ? το τμ?μα ασφ?λεια?!!!

Dear all,

Thank you for reaching out!

Please be informed that we have conducted a thorough investigation of the customer's account.

After reviewing the account, we did not find any evidence of unauthorized access by a third party.

In addition, we would like to bring your attention to the following articles from our terms and conditions, which were accepted by you during the registration of your account:

3.3 You must keep your login/username and password confidential and not disclose this information to third parties. You are solely responsible for any kind of action and/or transaction that are made using your account. Any party that enters your account using the correct login and password will be considered as you and any transactions will be considered as valid and made by you. We shall not be liable or responsible for third parties accessing your account or for any losses connected with the unauthorized use of your account; all such unauthorized use will be considered your own use.

6.6.2 No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.

Based on the aforementioned article, we regret to inform you that a refund is not available for the account in question.

We hope this clarifies the case.

Best regards,

BuranCasino administration

Dear Buran Casino,

Thank you for the update. Just to be sure, would you be able and willing to provide me with player's history and the authorization journal (logs showing from which IP addresses players accessing their accounts)?

Please, send all the evidence to [email protected].

Dear Michal,

We have sent you an email with the requested details and some additional explanation of our findings.

We hope this helps justify our decision.

Best regards,

BuranCasino

Thank you, Buran Casino for the email. I have emailed you back with further questions.

I am waiting for your reply.

Dear Michal,

Thank you for your reply.

We have replied to your email.

Best regards,

BuranCasino team

Dear BlackJokerPro,

From the evidence I was able to review, it seems like the withdrawal of 500 eur in question was canceled by the provider after the connection of the alleged 3rd party (different IP address) was terminated, meaning the funds could not be played down, since the funds were locked while the withdrawal request was still active. That would mean that the funds could have been played down only by yourself.

Can you provide a comment or evidence that would contradict this claim?

Hello, finally I know that I will not get my money back because I closed my account at buran casino and in all casinos I am addicted to gambling I have lost a lot of money I would also like to close my account at casino guru.

Γεια σα? τελικ? το ξ?ρω ?τι δεν θα λαβω π?σω το ποσ? μου δι?τι ?κλεισα το λογαριασμ? μου στο buran casino και σε ?λα τα καζ?νο ε?μαι εθισμ?νο? στο τζ?γο ?χω χ?σει πολλ? λεφτ? θα ?θελα να κλε?σω και το λογαριασμ? μου στο casino guru.

I understand.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.