Buran Casino - Играчът съобщава за липсващи средства и проблеми със салдото по сметката.

I had €180 and wanted to play the game Book of Ronin. I spun once with a €6 bet and won €3. When I tried to spin a second time, all my money was gone except for the €3. Now even the €3 is gone, plus the €177. My balance now always shows as undefined. I have photos of this issue but can't upload them here due to repeated failures. However, I can send them separately in an email. I have already filed a complaint with the casino but have not received a response yet. I hope for assistance.

Ich hatte 180€ und wollte das Spiel Book of Ronin spielen ,habe einmal auf 6€ gedreht und 3€ gewonnen und als ich das 2te mal drehen wollte war mein ganzes Geld weg bis auf die 3€ und jetzt sind selbst die 3 € weg plus die 177€ und bei Beinen Guthaben steht jetzt immer nur noch undefiniert habe auch Fotos davon kann diese hier aber nicht hochladen steht immer fehlgeschlagen kann ich aber separat in einer email gerne zusenden hab mich auch schon bei dem Casino beschwert und bislang keine Antwort bekommen hoffe auf Hilfe

Hello Secretownz,

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 if yes, since when exactly?
• Did you play with real money or a bonus?
• What exactly is visible in your betting history?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I played with real money, no bonus and have been registered with the casino for about 3 years and spoke to the casino yesterday but they want a bet from me which I cannot name because all of a sudden all the money was gone and I was directed back to the homepage. As you can see in the picture, there is something wrong with the site and I still haven't got my money back.

ich habe mit echtgeld gespielt kein Bonus und bin seit ungefähr 3jahren bei dem Casino angemeldet und hab noch gestern mit dem Casino gesprochen aber diese wollen eine wett of von mir haben die ich nicht nennen kann da ja auf einmal das ganze Geld weg war und ich zurück zur Startseite geleitet wurde wie sie auf dem Bild sehen können stimmt was mit der Seite nicht und mein Geld hab ich immer noch nicht zurück

I have now contacted the casino a few times and my money has still not been credited back

Habe jetzt wieder paar mal das Casino kontaktiert und mein geld ist immer noch nicht wieder gutgeschrieben worden

Hello Secretownz,

Would it be possible to forward your full betting history where the missing funds are visible to nikolas.b@casino.guru for further review?

Looking forward to your response,

Regards,

Nick

Dear Secretownz,

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

As I said, the betting history is not set up or only shows 0€ everywhere, so I can't prove it, so have I now thrown my 177€ away or what? Such a rip-off to simply delete my money from my player account

Wie gesagt der wettverlauf ist nicht einrichtest bzw steht über all nur 0€ kann es somit nicht nachweisen , also hab ich jetzt meine 177€ Euro in Wind geschossen oder wie ? So eine abzocke mir mein Geld vom spielerkonto einfach zu löschen

Hello Secretownz,

Thank you for the clarification.

Would it be at least possible to forward the communication between you and the casino regarding this matter before we would contact them? Please send it to nikolas.b@casino.guru.

Regards,

Nick

Dear Secretownz,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.