Brango Casino - Player has been accused of opening multiple accounts.

I won and played my play through and then they said I had multiple accounts in witch I don't

Dear blair6466,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with a free bonus or you placed a deposit to activate it?

If there's any relevant communication, please forward it 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

I don't think anyone has an account. As well as nobody used the ip. It was a no deposit bonus code but I played my play through. It is not fair because I won this money fair.

Could you please advise if you redeemed Free Spins or a Free Chip? With each No Deposit Bonus, there's a maximum cashout available to be withdrawn. Have you redeemed any free promotional offers from this casino in the past?

It was free spins I think 50. I played my play through. I'm not understanding why I'm not getting my money or even why I can't speak with anyone.

I have checked the general bonus terms and conditions, and this is what I found (here):

7.5. Standard Free Spin Coupon Rules

7.5.a. You are required to wager 40 x the value of the free spin winnings.

7.5.b. You may withdraw a minimum of $/€/AUD50 and a maximum of $/€ 50 on free spin unless stated otherwise in the promotion.

7.5.c. Upon meeting your wagering requirements, any balance in excess of your maximum cashout limit will be removed from your account automatically.

7.5.d. Each coupon code has an expiration date. Make sure that you use the coupon code before it expires. All coupons have 7 days expiration day from date redeemed

7.6. Standard Free Chip Bonus Rules

7.6.a. You are required to wager 20x the value of any free chip bonus, unless otherwise stated in the promotion.

7.6.b. You may withdraw a minimum of $/€/AUD50 and a maximum of 5x the value of the free chip bonus unless otherwise stated in the promotion.

7.6.c. Upon meeting your wagering requirements, any balance in excess of your maximum cashout limit will be removed from your account automatically.

7.6.d. Each coupon code has an expiration date. Make sure that you use the coupon code before it expires. All coupons have 7 days expiration day from date redeemed

7.7. Sequenced Promotion Rules

Is your account still accessible, please? Could you forward a screenshot of your bonus history? You can upload it here or you can send it to petronela.k@casino.guru. Thank you.

So u can see I had a payout

Could you please forward a screenshot of your bonus history (your redeemed bonuses) as requested? Thank you very much in advance.

I don't have one

Your bonus history should be visible inside your casino account. Is your account still accessible?

There's no history

Thank you very much, blair6466, 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.  

Is there an update

Hello blair6466,

I'm Michal and I have taken over this complaint. I have reviewed this case, and I will contact the casino to see if I can help.

We would like to invite Brango Casino to join the conversation.

Dear Brango Casino,

Please provide any supporting evidence of the supposedly multi accounts to my email michal.k@casino.guru

Hello Michal,

Hope that you are all well.

Please note that the player violated the term 5.1.b. by registering multiple accounts at Casino Brango.

As the term states, only one account is allowed per player and should this rule be broken, any winnings accrued may be voided.

https://casinobrango.com/terms-and-conditions

5. User Account

5.1. Opening a User Account

5.1.b. "You are allowed only one User Account. If you have more than one account, all winnings will be void. If you open more than one User Account, the Casino may close all accounts and any bonuses and winnings may be voided."

The player registered multiple accounts where the First Name, Last Name, Date of Birth and Address all match.

This is more than enough matching info needed for us to proceed with applying the term above.

Due to the sensitivity of the data, screenshots that show evidence of the player's violation have been sent directly to michal.k@casino.guru by email.

Should you allow it, we will upload the screenshots to this thread as well.

Thank you for your understanding and if any additional information is needed, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Thank you for the response, Luke / Casino Brango team.

I have replied back to your email and I'm looking forward to your reply.

Dear blair6466,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is sufficient, detailed evidence of multiple accounts linked with personal information, IPs, and other data. Most of the accounts benefited from bonuses. Under these circumstances, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple account cases that have been used in this way. The evidence provided by the casino completely contradicts your statements that you only have one account, and if we agreed with you, we would be violating our own regulations, which as you hopefully understand we cannot do. Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

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.

Best regards,

Michal