Buran Casino - A conta do jogador foi encerrada e os ganhos foram confiscados.

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.

Dear Michal,

We would like to inform you that further 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

Dear Buran Casino Team,

Thank you for your email; however, it still has not fully answered all my questions regarding this situation. I have requested additional clarification and am looking forward to your response.

Dear Alessandro178,

Can you please confirm if any of your family members or friends have an account at Buran Casino? If that's the case, have you been playing in the casino at the same or very similar time as them, perhaps during a visit?

No, none of my family members have a Buran Casino account, and I have not played at the casino at the same time or at a very similar time to them.

No nessun familiare ha un account Buran Casinò, è non ho giocato al casinò nello stesso momento o in un momento molto simile a loro

Dear Michal,

We would kindly request to check the evidence 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 emails and the provided evidence, Buran Casino Team.

Dear Alessandro178,

After a careful review of the information and evidence we could gather, I regret to inform you that I cannot pursue your case further.

The evidence suggests multiple accounts created from the same or very similar IP address, with some similar personal details and actions that are in breach of the AML (Anti-Money Laundering) policies. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

You are certainly welcome to disagree with this conclusion and can reach out to the casino licensing authority if you feel justified in your position, but we are unable to offer any additional assistance regarding this issue.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru