Buran Casino - プレイヤーのアカウントは閉鎖され、賞金は没収されます。

Hi, I opened an account with email A and username Alessandro178 on Buran casino, but after I won 104 euros they blocked my account and I can no longer log in, when I try to log in I get what I leave in attachment, I want them to give me my money before blocking my account.

Ciao, ho aperto un conto con email Alessandrov19@gmail.com e username Alessandro178 su Buran casinò, ma dopo che ho vinto 104 euro mi hanno bloccato il conto e non riesco più ad accedere, quando provo ad accedere mi compare quello che lascio in allegato, voglio che mi diano i miei soldi prima di bloccarmi l'account.

Dear Alessandro178,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

Did you submit any identity documents to the casino for verification, or was your account blocked before you had a chance to verify it?

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

Veronika

I played Baccarat at the live casino

I have accumulated winnings without bonuses

My account was blocked before I had a chance to submit documents

Ho giocato al Baccarat sul casinò live

Ho accumulato vincite senza bonus

Il mio account è stato bloccato prima che avessi la possibilità di inviare i documenti

Have you received any emails from the casino after your account was blocked? If so, please forward them to me at veronika.f@casino.guru so we can review them.

If you haven’t received any emails, have you tried reaching out to the casino’s customer support to ask for an explanation regarding the block? Let me know how they responded.

I didn't receive email after account was blocked

I tried to contact customer service but they can't give me a reason why the account is closed

Non ho ricevuto email dopo che l'account è stato bloccato

Ho provato a contattare il sevizio clienti ma non mi sanno dare motivazione del perché il conto è chiuso

Thank you very much, Alessandro178, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Alessandro178,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Buran Casino to join the conversation.

Dear Buran Casino,

Can you please clarify why the player's account was closed without any reasonable explanation? If the information is not suitable for public disclosure, please forward it to me at michal.k@casino.guru.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

We would kindly request to check the information provided via email.

If you have any additional questions don't hesitate to contact us.

Thank you for your cooperation.

Kind Regards,

Buran Casino Team

Thank you for your email, Buran Casino Team. I have replied and am now waiting for additional information and evidence from your side.