Brango Casino - Player faces re-verification issues.

I have deposited and withdrawn from this account a few times. I have verified my account before with a photo of an original ID because I don't have a physical copy of ID. I also gave them a selfie and I also gave them a bank statement and a utility bill I verified my account with all of this along time ago. I successfully withdrew three months ago without needing verification, but now that I used a free bonus and one they're telling me that I need the original document to verify my account and that my account needs to be verified again this is bullshit, and it's just because I want a free bonus. I sent them again a bank statement, the front and back of my ID a screenshot of my license express account through my state which is a government website and my state allows that website to be a form of identification due to fraud and people getting their IDs and wallet, stolen that we're allowed to do that they wouldn't take it so I need my original ID and a photo even though my account has been verified already and what their sister account extreme casino , they won't pay me please help

Dear Nikkilm123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Am I correct in understanding that you lack a physical ID document?
• Have you redeemed any free bonuses from this casino in the past?
• If there's any relevant communication, please forward it along with proof that your account was previously verified to petronela.k@casino.guru.

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

yes I verified my account in the first place with a photo of original drivers license front and back. I haven't even changed my bitcoin address everything is still the same. I have a license express account, which is a gov website that displays my drivers license . I gave them that, and also a bank statement and a utility bill. Now they are claiming that I need am to be holding the original physical copy in a photo with my selfie. I never needed this before and withdrew successfully just two months ago.

I haven't heard anything from you, and they still haven't paid me. I updated my selfie a photo on my phone of my original drivers license, and they keep emailing me saying that a copy will not do for verification even though that I have redeemed free, bonuses before withdrawn successfully and verified my account it also states that you only have to do it once and then it's forever. Good that's a lie they will not pay me, can you please respond as soon as possible thank you these casinos can't keep getting away with this

Thank you very much, Nikkilm123, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Nikkilm123,

I've just reviewed your case and am sorry to hear about your struggles with the verification of your account. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Brango Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if you would consider conducting a video call verification for the player? It seems the player has already communicated to you that they don't have a physical ID card at their disposal therefore they aren't able to upload a selfie with the ID card. That's why we'd like to ask you about alternative methods of verification.

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

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.

I emailed the casino last night and they said they are aware of being invited to join our complaint resolution. they also sent me this

they are ignoring my emails and my verification documents, and my withdrawal requests and continuing to ignore the request to join the complaint resolution even though they're aware of it as they told me they were

Hello nikkilm1,

Hello Natalia,

To start off, we wish you a very happy New Year and we would like to thank you for your patience and understanding.

Please note that I have reached out to our Banking Department to see what is the exact issue with your Account Verification and as it seems, you have not provided them with a physical copy of your ID or Driver's License, which is necessary in order to complete the Verification procedure. Unfortunately, a digital copy of a personal Identification document cannot be accepted for security reasons.

I must also turn your attention to the fact that according to the Terms & Conditions of Casino Brango, to which you have agreed upon joining, the Casino reserves the right to request documents from a player at any moment.

This was done due to the fact that several accounts with similar information and gameplay appeared. In order to clear any suspicion from your account, basic Account Verification documents were requested.

Please provide the Banking Department with a photo of a physical identification document so your withdrawal can be finalized.

Thank you for your understanding and should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Thank you for your explanation, Luke.

Dear nikkilm1, you have already mentioned that you have uploaded a copy of your ID. Could you please specify why don't you have an original document in your possession? Was it stolen or it was never issued as a physical document?

If Brango Casino agrees, I'd suggest a verification call as an alternative form of verification, considering that the player doesn't have a physical ID for some reason. Would you consider conducting such a call with the player as an alternative option to verify their identity?

Hello Natalia,

Thank you for taking the time to assist with the player's issue.

I will suggest this solution to our Banking Department and if they deem it is an acceptable alternative, we will proceed with the call.

I'll update you as soon as possible.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Brango Management

OK I've already supplied them with a copy of a photo of the physical ideas what they are asking for correct I already provided that I took a picture of my physical ID, which is my drivers license of the front and back when I had it in my possession, I no longer have it in my possession as my wallet was stolen a while back I don't know why they keep saying that it's a digital copy

and yes i have redeemed and cashed out on free bonuses in the past

Dear Brango Casino, would you please provide us with any updates regarding the possibility of conducting a verification call for the player?

Hello Natalia,

Hello Nikkilm123,

I hope you are well and safe.

Please note that after consulting with the Banking Department, I must inform you that a verification call would, unfortunately, not be sufficient as the Identification Document would still be required. Please note that the physical copy of a photographic document that confirms the user's identity is a mandatory requirement imposed by our licensor - Curacao e-gaming. Should the Casino verify a user without such a document, the Casino would be liable for legal damages.

@Nikkilm123, please note that any physical copy of a valid, government issued photographic document will be accepted by our Banking Department. That includes your ID, Passport, Driver's License, or Social Security card (if it has a photograph included).

The moment you provide a photograph of yourself holding such a document, the Verification procedure will be completed and you will be able to finalize your withdrawal.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Brango Management

i've already provided you with both, you just keep going in circles asking me to provide it to you oce again. you just don't want to pay me

i have a social security card, but it does not have a photo on it. the united states does not issue social security cards with photos

Dear Nikkilm123, I tried to do some research about the usage of a license express account to prove one's identity, however, I haven't found anything about it though the website says that you can renew your diver's license via this service.

I have also found that the first recommendation by the Washington State Department of Licensing in case of stolen or lost identity cards is to get a replacement (https://www.dol.wa.gov/driver-licenses-and-permits/renew-or-replace-driver-license/replace-your-license-or-learner-permit).

It's been a month at minimum after you confirmed your driver's license was stolen, have you tried to request a replacement? It's written that you should receive the card in 2-4 weeks. I also learned that you can apply for a state ID card and it takes up to 10 days to get it in your mailbox after you submit your documents.

Could you please specify where it is stated that your license express account can serve as a substitute for a physical driver's license?

Dear Nikkilm123,

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.

i'm waiting for it to come in the mail

Dear Nikkilm123, thank you for the updates! Do you know the estimated time of the delivery?

We will keep your complaint open until you receive the physical documents and can upload new photos for verification.

Dear Nikkilm123,

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.

I have been checking the mail every day and I still haven't received it. I ordered it on 25 January. Actually they said it would take them maximum of three weeks but it usually comes after a week and a half. I don't know what's taking so long as soon as I get it I will let bRango know. Thanks

Dear Nikkilm123, please let us know if there's been any progress after your last message.

i am still waiting for my license. something is wrong. It should've been here by now. I'm gonna contact them tomorrow.

Dear Nikkilm123,  please let me know if there's been any progress.

Dear Nikkilm123,

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.

We’ve reopened this complaint at the request of Nikkilm123. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Nikkilm123, in your email you mentioned that you received your document and requested a self-exclusion from the casino. Can you please update me on whether your account was verified before you were self-excluded and if you have received the money?

I don't remember reopening this complaint I apologize if there was a miscommunication I have played the funds .

Thank you for sharing the updates, Nikkilm123. Since the funds were spent, this complaint will now be rejected. 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.

Regards,

Natalia