Buran Casino - Das Konto des Spielers wurde gesperrt.

After requesting 3 withdrawals of €500 and the remaining €2,000 in the account, I was asked for all the documents and cards used for the payments. After a week, I was told that the account was definitively closed and that the €75 will be credited back. payment of the last bet

Dopo aver richiesto 3 prelievi da 500€ e i restanti 2000€ sul conto mi sono stati richiesti tutti i documenti e le carte utilizzate per i versamenti dopo una settimana mi viene scritto che il conto è stato chiuso definitivamente e che mi verranno riaccreditati i 75€ di versamento dell' ultima giocata

Hello Mauro89s,

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? Did the casino explain the reason of the balance void? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have never sent the documents to my account as I have never been asked for them.

The account has already been active for months

The money won was unlocked with Black Friday bonuses.

The cancellation was explained to me with an email explaining the regulation.

In addition, I was told by the assistance and not by the financial department that I only used €10 once with my sister-in-law's card.

Sul mio account non ho mai mandato i documenti in quanto non mi sono mai stati richiesti.

L account e attiva già da mesi

I soldi vinti sono stati sbloccati con bonus Black Friday .

L annullamento mi e stato spiegato con un email che spiegava il regolamento .

In più mi e stato detto dall' assistenza e non dal reparto finanziario che ho usato una sola volta 10€ con la carta di mia cognata .

Hello Mauro89s,

Please note that a 3rd party deposit is strictly against the casino terms and is never advised. All you can do now is that your sister can request for a refund of the deposit.

Unfortunately, your winnings are lost for sure for breaching the casino rules.

Is there anything else we can assist you with?

Dear Mauro89s,

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.