Brango Casino - Player has been accused of playing restricted games.

I had a bonus of 100% I had to play through $14,000 and I did that what was left was $4000 or so it said my bonus amount was zero my Playthru amount was zero and my real balance money that was mine was like 3594 after it’s all said and done then I went to the withdrawal and I withdraw 2500. I left 1000 and some change to continue to play since I already sent my winnings off then I received a confirmation email saying confirm that this is your amount and I did and then they said send me another email saying that it was voided because I am a play some restricted games how is that possible when I had bonus money and I played it wouldn’t let me click on any restricted games. How all of a sudden that I have my money that I’m playing with. I thought that I could play any game. If that’s the case they should have restrictions put on those games I think they set people up to fail but I don’t think that I did anything wrong. I’ve been gaming for a long time I know how this works you have play through balance and I play through $14,000 , and then I want another $4000 so that was my money. I don’t see how they can just steal it from me and then they put $200 back on the account like that with some kind of prize and I couldn’t even withdraw that.

Dear noworriestoddlers,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you played restricted games only after you completed the bonus wagering?

Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Ok I play at many casinos online …… i get bonuses ALL TYPES what is in common is ONCE you go the the difficult rounds of bonus and come OUT AHEAD WEEEEE you can all of a sudden play ANYGAME AND THE RESTRICTIONS ARE OFF…… EXAMPLE ONCE YOU HAVE A WITHDRAWAL AMOUNT YOU ARE FREE TO PLAY ALL GAMES WITHOUT RESTRICTIONS…..

I WAS/AM ANGRY ….. I played 14,000.00 worth of bonus then i was free ….. I was going to cash out immediately because it was like close to $4000 but I said OK I will give them a little bit more play and I only took 2500 which is the max for bitcoin and I played with 1000 or so that was left fatal mistake ….. all online casinos that I have played on our like this and if you still have restrictions on the money, the games don’t come up that you’re not allowed to play and as a courtesy to your clients you don’t want somebody playing restricted games I mean there’s so many games online when you’re at home at your leisure it’s supposed to be fun it’s so many games. How are you supposed to know what games to play and not to play unless they are labeled as such so I am just livid at this casino whether they are right or or wrong. I don’t think it’s right to set up your customers to feel like this and then they felt bad and said oh we know it’s not intentional so we’re gonna give you $207.94 that you deposited OK that made me even matter because I could not even withdraw that. OK let me show you the emails and such hold on .

Example of the many online casino rules

After play through the wheels fall off so to speak

Ok these are the emails and the chats are downloading so when you respond i will send those i am not in a rush because i was NOT HAPPY and it shows…. But i will send them when you respond….. another thing about this site…. I gave an honest review on this site and it is pending because of my filed complaint here….. I just want to say the review stands as far as i am concerned right or wrong…. Setting up your customers like this is not fair at all …. Putting in your program restricted games and labeling them for the player is the best way….. I can see them in a room laughing at everyone not meaning to but clicking on a restricted games and there are thousands of games is not fair AT ALL ….. criminal to me …… Thanks for listening i will also try and find the coupon i used……

Play the exact same way I always do I play with the bonus. I played through the bonus which was like a ridiculous $15,000 or something like that and then I made another $10,000 on top of that and I cashed out eight I did the Playthru as soon as the Playthru was over the wheels came off. I can play any other game and I did, and then I requested the payout, this is an example of all the other sites except the BRANGO ….. With their random Scams and unclearness and dishonesty towards their customers in my opinion

BRANGO casino has me so paranoid that I have to double check to make sure you’re going to pay me and I’m looking for weird air emails about payments being voided but everything’s going smoothly as normal every place else….. i’m thinking to have online casino rules changed all of a sudden, but not here nor the other places I play at

I have more chats if you need them or the rest of them but they get a little bit out of character because I was just so livid and upset about them not protecting their customers from making mistakes like this and then they happily give you your deposit back I just don’t get that and I’m still looking for the coupon as I saw it.

As a player this is what I see and usually I don’t play big bonuses because I like to cash out so I want my play through to be as less as possible but as a player, this is what we see we don’t see any long explanation. It just says the type of bonus on the outside…… of course they have a spot where you can see more details about bonuses and such….. what to tell you the truth I guess I trust that every side is basically the same rules that won’t happen again I will be asking if the money is yours after you finish your Playthru because obviously sites like BRANGO set you up to fail

This is how I see coupons on their site it’s a brief description and the coupon and basically anybody that Betonline knows with all these percentages are mean so there’s no deep dive into OK guys after you play your play through on your bonus and all the games become open up don’t play them. They’re still restricted no warnings no nothing so you think you’re playing like all the other online casinos the fine print is in bedded in their site somewhere that does me no good average person is having fun relaxed you know they’re not reading all the fine print so they trap you into thinking all the games are open and you can play them all but they’re not .

Thank you very much, noworriestoddlers, for your cooperation. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello noworriestoddlers,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Thanks

Hello Omgunreal,

Hello Matej,

We hope that you're well.

Please note that we have reviewed the player's account and grievance.

On October 24th, the player made a $207.94 deposit and claimed the deposit bonus: GIGAMAX. The bonus comes with the following terms:

https://casinobrango.com/terms?class=GIGAMAX

As you can see, while playing with the bonus, only Non-Progressive slots are allowed.

At the moment the player met the wagering requirements, we can see that the player started playing Blackjack which is a restricted game. A total of $22,058.00 with the average bet of $212.09 was wagered on Blackjack. In the process, the player won a total of $2,167.00.

The important thing we need to address is that according to the Terms & Conditions of Casino Brango, the Terms of any promotion remain in full effect even after the wagering requirements are met and all up until the entire balance is withdrawn from the account.

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

7.BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

w. "Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.i."

x. "In the interests of fair gaming, all bonus promotions are limited on the maximum bet allowed to be placed. $/€ 10 is the maximum bet amount allowed on any promotion, unless SPECIFICALLY stated in the promotion. Betting above this amount will result in promotion winnings being voided and removed."

Given the violations explained above, the Payments Team had no other option but to void the winnings entirely and to reimburse the deposit.

After completing the review, the Management can offer the player the following:

The player will be reimbursed with $1,837.86. At the moment the wagering requirements were met, the player had $2045.60 and at that point, the player had made no violations. However, given that the player's deposit was already reimbursed and spent, the total reimbursement offer is $1,837.86.

Please let us know if you find this offer acceptable so we may proceed with reimbursing the winnings.

We will be expecting your reply.

Of course, should you need any additional information, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

For customers in the future…… with ALL THIS FINE PRINT …. Can you protect your customers in the future by restricting restricted games just like you do when you’re playing with bonus money….. it’s not fair of accusing someone of playing a restricted game when the game comes up like it’s not restricted that’s not fair and I deserve the whole 2500 by the way, but this seems like a good compromise….. but if I can mistakenly do this again and there’s no safety for me, and other clients …. You are going to have a bunch of sore losers on your hands, and I might as well not play again…..

Thank you again for giving me the whole amount but when you gave me the deposit, I wasn’t allowed to withdraw it. If you give me the reimbursement it was taken out of my payout. My payout amount was a total of 2500 I was denied. And the payout amount was voided …. I have so many questions I just don’t want to be trapped. Just make it clear to me that it’ll be a withdrawal amount and unless there’s safeties involved I wouldn’t feel comfortable gambling on your site because I might make the same mistake…….

Well, BRANGO returned my whole, 2500 and I really appreciate it and fast very fast. I purchased my whole daycare treats and paid rent.!! ❤️💋 🙏 THANK YOU! MATEJ, AND BRANGO…

Hello noworrestoddlers,

Hello Matej,

We trust that you're well.

We're delighted to hear that you are satisfied with the agreement and with Casino Brango.

Also, we believe you will be happy to hear that Casino Brango is diligently working on implementing pop-up notifications that will inform the player of the Bonus Terms & Conditions during gameplay. Hopefully, this will prevent similar issues in the future.

Thank you for your understanding and thank you for Choosing Casino Brango.

We wish you plenty of luck and should you need any additional assistance, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

That is awesome. I would feel more comfortable playing on your site. 🙌🥰

Dear noworrestoddlers, I am very happy that your problem was resolved and you are now more cnfident to play in Brango Casino.

Dear noworrestoddlers, I am delighted that your issue has been resolved, and you now feel more confident to engage in play at Brango Casino. We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, noworriestoddlers, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru