Brango Casino - Player is struggling to complete account verification.

I have sent in docs to verify my account 3 weeks ago and still have not heard anything back but some automatic generated emails. I have played on serval platforms and this has been by far the worst. They keep referring me to chat their 24 hour customer service chat but that doesnt work. At this point I just want my money and I will never play them again.

Dear nadiam0105,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

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

No there has been no communication on why it has taken then 3 weeks to verify my info. I have provided all the info they requested and have not had any update even though I gave email several times asking for an update.

Thank you very much, nadiam0105, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much for your help to this point.

I appreciate you!

Hello nadiam0105,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Brango Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

I have no idea what is taking so long. They have not provided any update.

Hi Tomas,

Hi Nadia,

Hope that you are well and safe.

Thank you very much for all the information.

I have contacted my Banking Department and provided them with everything. The player's account has been successfully verified now and our Banking Department has sent an email to the player. Please, let me know if any additional information is needed?

Thank you very much for your understanding and patience!

Kind Regards,

Brian Wilson

Casino Brango Management

Hi Brian,

Thank you for this update. I appreciate the info. A little disappointed by the delay but it is completed.

Thank you Tomas f ou f your help in getting this resolved.

I appreciate everyone's time.

Nadia M

Dear nadiam0105,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas