Buran Casino - システムの不具合によりプレイヤーの賞金が消えてしまいました。

The rating is only because I can't give a zero. I won over €600 with a bonus, but when I attempted to check my balance by clicking the little cashier icon at the top of the screen, my home internet glitched. This froze my screen and when the connection returned, the bonus had disappeared. The customer service asked me to find all the details, including the game name, winnings, hours, identifiers, etc., which I did three days later since they were not immediately available! Only for them to finally tell me that I can't recover it. I'm out more than €600. Fantastic! I absolutely do not recommend!!!

La note est juste parce que je ne peux pas mettre 0. J'ai gagné plus de 600 € avec un bonus, et lorsque j'ai voulu vérifier mon solde en cliquant sur la petite caisse en haut de l'écran, l'Internet de mon domicile a buggé. Ce qui a figé mon écran et au retour de la connexion ce bonus c'est annulé. Le service client m'a posé de trouver toutes les coordonnées avec le nom du jeu le gain les heures les identifiants exetera chose que j'ai faite 3 jours plus tard puisque ça n'apparaît pas avant! Pour qu'au final on me dise que je ne peux pas le récupérer. Je m'assis sur plus de 600 €. Fantastique! Je ne recommande absolument pas!!!

Dear emilou62240,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Buran Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly your balance in the casino disappeared completely?

Could you please explain if there are any records of your winnings in your game history?

How did the casino explain to you that the balance cannot be returned to you?

If there is any relevant interaction between you and the casino, please send it to my email at tomas@casino.guru

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

Best regards,

Tomas

Dear emilou62240,

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.