Brango Casino - Player claims unprofessional service and missing promotional spins.

I have been a loyal paying player at Brangi Casino for roughly about 7-8 years and didn't have any issues what so ever. I honestly don't know what's going on, but for the past year or so things have changed. All of a sudden some of the customer support agents are being very rude and argumentative and like to make assumptions. Sending an email does not good, because they obviously don't thoroughly read and sadly whenever they decide to respond it's unrevent. So my naiin issue is that I had decided to participate with the Social Media promotion each month for 50 free spins. For apromixly the first three months my spins were automatically applied to my account once I finish my social media post. Then all of a sudden they were no longer applying automatically. I had made brought it up to the casinos attention multiple times especially to management. I was told that they would look into and promised that it would be resolved nothing has changed. So now every month it's nothing but a complete battle just to get my spins and that's if I even get them. I'm constantly being provided with misleading information like as if I don't know how it works. First of all the spins are processed by a different department but that doesn't mean anything because once the department has added the spins they post on the social media site meeting us players know. They also make it perfectly clear that if they have missed any accounts they applogize for the inconvenience and to reach out to customer support for further processing. So therefore they obviously are provided with a redeem code. No to mention they have processed then I few times for me Now all of a sudden I am being tod they have no way to process them which is incorrect, if I didn't receive them then I wasn't eligible still not correct. I have to wait until they receive the list with the eligible players which is incorrect especially if they claim that they have no way to process them. Yesterday I was beyond disrespect not only was the agent making up any and every excuse not to process them he accused me of breaking the casino rules said that the promotion can only be used one time period and I used it twice no it's once a month in so many words he then called me a liar and said that even if what I was saying was true that he still wouldn't process them because I never deposit enough. Excuse me first of all it's a deposit free bonus second the bare minimum amount that I can deposit is $10 and up so therefore I don deposit whatever I want. Like as if he was expecting me to make $1000 deposits or something. I sent a email to support@casinobrango.com which was a complete waste of time. That agent claimed that my account wasn't eligible for a free bonus that I had already used the max since my last deposit. Once again incorrect I once again participated 03/02/24 which has absolutely nothing to do with now. I have been waiting and batteling with the casino for over two weeks already regarding the spins that I have earned and still nothing. I made it perfectly clear that if they are not issued then it's clearly false advertisement on the casinos part especially for wasting my time. Now I treat each and every one of the agents with the upmost respect I think I deserve the same in return. Last thing free bonus shouldn't even be an issue to begin with for the simple fact that I always make sure that I cover all my withdrawals second the casino has made a huge chunk of money off me as I have made more in deposits than in withdrawals. So they should show a lot more appreciation as it takes players like myself and others to even keep the casino up and running and them all employed as it takes money to make money without any of us obviously it most likely wouldn't be in business so it's something that they need to appreciate and really think about. Lose the attitudes and be polite as there behavior here lately is very unprofessional and I don't appreciate it. At this point for everything that I have been through now I am asking for free chip no excuse

Dear EvansMissy,

Thank you for submitting your complaint. I am sorry to hear that you had a negative experience with Brango Casino and I understand your disappointment with their customer service.

Unfortunately, we are unable to force casinos to provide specific bonuses or rewards. It is important to note that casinos are not obligated to offer any benefits to their players, and they may exclude individuals from their loyalty program without notice. A bonus is essentially a gift from the casino, and it is up to the casino to determine if you qualify for it and what rules apply.

While we understand the importance of keeping customers informed about any changes that may affect their player experience, we do not intervene in these matters and allow casinos to make their own decisions regarding who receives free rewards and who does not. We apologize for not being able to provide further assistance in resolving this case.

Please let me know if there is anything else we can help you with. If not, we will have to close this complaint. Thank you for your understanding.

Best regards

Veronika

I totally understand your point, but it's besides the point especially when I clearly am and always have been eligible. Not to mention this wouldn't be an issue if I was able to redeem codes on my own like I was when I had first opened up my account. Which this also has been an on going issue and was supposed to be fixed littlery five years ago. Bottom line don't send me these emails if your going to be false advertising is my main point. If I wasn't eligible then I obviously wouldn't be on here and I never not once said that they need to be forced to issue any bonus. They just need to follow through with there advertisement period. I shouldn't have to fight every single month about this. So if nothing is going to be done about it here I won't continue to waste my time

I understand that you are disappointed. However, as I mentioned earlier, we are unable to force the casino to provide you with bonuses. The promotional emails are usually sent out to all players in large batches, so receiving a promotional email does not always guarantee eligibility for the reward. The terms and conditions for obtaining the bonus can usually be found in the footer of the message.

This complaint will now be closed. Thank you for your understanding, I am 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.

Kind regards

Veronika