Brango Casino - Player faces withdrawal and verification issues.

deposited 24$ using the 1000% promo and done the wagering and ended up with 123$ in real balance to get told that 90$ of it is bonus money and non withdrawable.

and got asked for documents despite them saying its not mandatory for crypto depositors, but its the casino right to ask for it

Dear tewwet,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Brango Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please explain what the disputed amount (2 LTC) represents in this situation?
• Could you please explain the amount the casino contributed in bonus money to your balance and how much in total was subtracted from your balance after the wagering requirement was complete?
• Have you contacted the casino regarding the issues? What was the casino's response?
• Please note, that if the KYC was requested, we would only advise you to complete the procedure, otherwise, you won't be able to withdraw your winnings.

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

Best regards,

Tomas

-I deposited 24$ in LTC and after clearing the bonus I was left with 123.1$ in real balance (your site does not accept decimal value so I had to put either 1 or 2) so to answer your 2nd question I should have won 99$ from the bonus, but instead got my withdrawals rejected stating that 90$ of my 123 arent withdrawable as shown in the screenshot attached.

in order to attempt to cashout my allowed balance according to them I played some slots (which is the only thing i still have to play) and made it to the minimum cashout limit and that 90$ disappeared then (no I did not mix things up, my eyes were on the balance and the playthrough required and I cleared the bonus with 123.1$ which I have watched going from the balance I was playing from to my real balance)

they kept ignoring me question about how did that make any sense in numbers and they just kept stating the issue title without any explanations which is why i opened a ticket in the first place and even closing tickets without resolving the issue

i submitted my KYC docs, but im mentioning it to show how they intentionally trying hinder players ability to withdraw (if not after scamming them first)

Thanks for your patience.

I am afraid I will need more information, I am sorry if there was any misunderstanding in my questions.

According to your initial explanation you deposited 24 dollars and received a 1000% bonus which should be 240 dollars.

• Was this the amount you initially received?
• Was this amount later removed after the wagering was complete?

i got about 500 and wagered 40x

ended with 123$

If you initially received a bonus of 500 dollars, this amount should have been removed from your balance once the withdrawal was requested or at the moment the wagering of the bonus was complete. Could you please explain if this amount was removed before the 90 dollars you were informed of?

I wagered 40x ended up with 123$ then did the payout request and ive been told my real money balance had 90$ of it as a bonus and it got removed after few withdrawal attempts.

im not sure if I understand you correctly, but do you mean they give you a bonus, and require you to wager 40x (like most casinos promos) but in this case they take their bonus back?!!

That's the common practice when it comes to sticky bonuses, and it seems to be your case as well. Unless the rules of the bonus didn't specify anything else, the general bonus rules apply.

7.1.l Upon requesting any withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the deposit bonus will be deducted from your balance or winnings prior to settlement. For example, if you deposit $/€/AUD500 and receive a $/€/AUD250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received.

Please double-check with the casino support to find out the specific reason for the removal of your funds and if you believe any winnings were removed unfairly, please forward your gaming history for us to review what happened. You can request records of your history from casino support for a relevant period. My email is tomas@casino.guru

I'll await your reply.

is it also a common practise to request the kyc documents and it has to be clear and readable in the selfie as well?!

oh it is for scummy sites that pay you to have their saftey index very high.

and whats the point of the bonus if they gonna take it back anyway

what a joke

I am truly sorry you feel that way.

Bonuses that are designed this way give you more opportunities to win with a higher initial balance, the downside being the bonus balance will be removed after the wagering of the bonus is complete and a withdrawal is requested.

Casinos try to offer bonuses that appear as attractive as possible while restricting players in how the bonus can be used at the same time (max bet, restricted games, wagering requirement) how much can be withdrawn (maximum cashout), and in other ways (removing the initial bonus contribution amount)

Also, 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 can 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.

If you have been asked for a selfie with ID documents or a screen behind you, which is nothing unusual, please follow these important guidelines:

-         Do not edit the image in any way

-         The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)

-         When you take the photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Please let me know if there is anything else I might help you with.

Dear tewwet,

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.