Contact Our Buran Casino Team
Questions about your account, a payment or a bonus? Our support desk runs 24/7, and we answer live chat in under two minutes on average. Here is exactly how to reach us and what to have ready.
Reach Us Any Time
Live chat
Tap the speech bubble in the bottom right corner of any page on burancasino-pokies.com. The chat window opens instantly, no account login required, though signing in first lets us pull up your details straight away. Average first response is under two minutes, and the busiest stretch is between 6pm and 10pm AEST.
Write to [email protected] for anything that needs detail, screenshots or attached documents. We reply to every email within 24 hours, usually much faster. Use the email registered to your player account so verification is quick, and put your username in the subject line.
Channel comparison
| Channel | Hours | Response time | Best for |
|---|---|---|---|
| Live chat | 24/7 | Under 2 minutes on average | Quick account, bonus and deposit questions |
| Email ([email protected]) | 24/7 | Within 24 hours | KYC documents, disputes, detailed payment issues |
What We Can Help With
Our agents are trained on every part of the platform, from pokies and tournaments to withdrawals and verification. No query is too small, and if an agent cannot resolve something on the spot, they escalate it to the relevant department and come back to you with a timeframe.
- Account and KYC issues: registration problems, document uploads, ID and proof-of-address verification, payment-method checks before your first withdrawal.
- Deposits and withdrawals: missing deposits, min 30 AUD transaction rules, withdrawal limits of 8,000 AUD per day, 16,000 AUD per week and 32,000 AUD per month, and our 0 to 24 hour processing window.
- Technical problems: games not loading on mobile or desktop, error messages, bonus features freezing mid-spin.
- Bonus questions: the 100% up to 800 AUD welcome offer with 200 free spins, wagering at 35x, weekly 10% cashback up to 4,800 AUD, weekend reload bonuses and Drop & Wins tournaments.
- Responsible gambling: deposit limits, loss limits, session reminders, reality checks, cooling-off periods and self-exclusion, plus referrals to Gambling Help Online on 1800 858 858.
Check These Before You Message
Three quick checks often solve the issue before you even open the chat window. They also give our agents a head start if you do need us.
- Read the FAQ section first: answers on bonuses, payments and verification are already written up there.
- Open your profile and check your KYC status: if documents are marked as under review, verification can take up to 3 days and no action is needed from you yet.
- Review your transaction history: a deposit or withdrawal that shows as pending has usually already cleared on our side, with the bank or wallet adding its own processing time.
What to include in your message
Send your username, the approximate time of the issue, any error text and a screenshot if you have one. For payment matters, add the transaction amount, currency and the last four digits of the card or the wallet reference. With those details, roughly eight out of ten queries are resolved in a single reply.
Where We Are Registered
Buran Casino is operated by Araxio Development N.V. and licensed in Curaçao under licence number 8048/JAZ2017-042. Formal correspondence, such as legal notices or official complaints that email cannot resolve, can be directed to our registered operator. Mark any letter for the attention of the Compliance Department and include your account username and the date of the issue so we can match it to your case file.
Media and Business Enquiries
Press, affiliate and partnership proposals go through a separate channel so they never queue behind player support. Email our business team with a short brief about your outlet, audience or proposal and your preferred contact details, and you will hear back within two business days. Player support cannot forward business mail, so please use the business address rather than [email protected] for anything commercial.
Frequently asked questions
How fast does Buran Casino live chat respond?
Live chat runs 24/7 and our average first response is under two minutes. Peak times are 6pm to 10pm AEST, when waits can stretch a few minutes longer.
Which email address should I use?
Use [email protected] for all player matters, and send it from the email registered to your account with your username in the subject line. We reply within 24 hours.
Can I call support by phone?
We do not offer phone support. Live chat and email are staffed around the clock, and both reach the same trained team.
My deposit has not arrived. What should I do first?
Check your transaction history in your profile: pending deposits have usually cleared on our side. If nothing shows after 15 minutes for PayID or crypto, open live chat with the amount, currency and time of the transfer.
Who do I contact about a gambling problem?
Message our support team any time and ask for account limits or self-exclusion. You can also call Gambling Help Online on 1800 858 58 8, which is free, confidential and available 24/7.