Brango Casino - Player is struggling to verify his account.

Hallo,

Ey Leute wie schutzlos ist man eigentlich als Spieler?

Ich versuche jetzt seit 3 Wochen mich zu verifizieren.

Der zuständige verify Manager ist einmal die Woche online und mittlerweile lehnt er schon einfach verifierzierung ab ohne grund?! Erst hieß es meine Daten stimmen nicht überein.

Dann eine. Woche später mein Selfie mit. Passport neben meinem Gesicht und noch ein blattpapier mit Datum und etc soll ich alles halten und Selfie machen dabei haben. Die schon alles nötige ich finde es unverschämt und traurig wie kann man Kunden so tauschen vorallendingen was. Bitte ist das für ne 9.1 ich habe alles nötige eingereicht um verifiziert zu sein noch mehr ich habe 5x dieses selfie gemacht unter anderem haben auch schon andere casinos dieses Foto verlangt aber bitte wie Lächerlich ist das was ist das

Dear Ediz34,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please understand KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. However, it seems that you have provided enough documents for the casino to verify your identity.

Do I understand correctly that €50 (dispute value) is currently being held in your account due to incomplete verification? Has the casino provided any details on what information did not match?

Could you please send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Wie gesagt seit 3 Wochen pending verification

Plus die verhöhnen mich Ganze zeit der Manager antwortet mir nicht mehr

Aber lehnt die Verifizierung ohne Grund ab ey was soll der scheiss

Hey hast du den chat gesehen?

Also ich bestehe DARAUF CASINO GURU ENTWEDER IHR SENKT DAS RATING DIESES FAKE CASINOS AUF. MINIMUM 3.0( WEIL MEHR IST ES. NICHT UNSERIÖS DIE. HABEN NICHT MAL. BÜROS VON DER SLOTAUSWAHL BRAUCH ICH GARNICHT ERST. SPRWXHENECHT. AWKWARD ODER

Wow, morgen bin mit hoffnung aufgestanden das. Sich viellcht was geändert habe aber manager hat mir wieder mal nach der nächsten kurzen und totalen Antwort (( eigentlich nur um mich zu. Ärgern weil er. Mich Anscheinend als kunde nicht mag)

Leute wir sind bei drei Wochen Respekt und ständig fordert er was neues mit 4 Sätzen und ohne driffrigem Gru

Thank you for your reply, Ediz34. I’m very sorry but you haven’t answered my previous questions. Please check my first reply and try to assist. All requested information is essential if we wish to proceed with the case. Thank you in advance.

Nein ich habe keine Infos bekommen das war auch einfach dahergesagt von dem. Manager damit er es in die Länge ziehen kann naja jedenfalls habe ich 69 Euro drauf aber leider vermischt mit mein no dep deswegen eh capped auf fuffzig brauche das Geld so dringend weil ich ne harte Zeit durch mache war und dann sowas geil!

Ich habe alles wie verlangt gemacht von jeden Winkel mich fotografiert meine PRivatesten ddaten rauszugeben weil ich einfach verzweifelt war und bin und auch auf eure Bewertung vertraut habe??

Thank you very much Ediz34 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Ediz34,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Brango Casino to the conversation to participate in the resolution of this complaint.

Casino brango reagiert weder auf Email noch per kundebsupport das wird immer u seriöser...

Still not verified I dont even get any replies anymore how. Can u list that casino as perfect? I'm pretty disappointed by u guys

Hi Ediz34,

Thank you for the update. Unfortunately, the rating of the casino isn't based solely on your complaint, there are many other factors. I tried to contact the casino also by Skype but haven't received any reply yet.

We would like to ask Brango 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Ediz34,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (https://verification.curacao-egaming.com/validateview.aspx?domain=casinobrango.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

Ich habe deren regelierungsbehorde geschrieben.ich ahh aufgegeben

We reopened the complaint as per the casino's request. We received the following message:

"Hello Ediz34, Peter, Kristina,

Hope you all are well.

Please accept our apologies in the delay to this complaint.

Ediz34, as was already explained via email by our Banking Manager - to fully verify your account, you must submit a selfie photo holding a valid, government issued ID/Passport. So far, you have failed to provide such a photo.

The selfie you have provided us with contains a photo-copied image of the Passport. This is not sufficient, as explained by our Banking Manager.

To proceed with your verification, please submit a selfie photo holding the actual Passport, instead of the photo copied image.

I hope this sheds some light on what happened. Please let me know if additional information is required.

Kind regards,

Casino Management"

Hi Ediz34,

Have you sent the selfie as instructed?

Since we haven't heard from the player in two weeks, we are rejecting the complaint.

Dear Ediz34,

If you decide to finish the verification process, please follow the steps above. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter