The player from Germany is dissatisfied with the verification process. We ended up rejecting the complaint because the player stopped responding and based on the email from the casino, he didn't provide all the necessary documents to finish the verification.
Brango Casino - Player is struggling to verify his account.
Amount: €50
Brango Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello,
Hey guys, how defenseless are you as a player?
I've been trying to verify myself for 3 weeks now.
The responsible verify manager is online once a week and meanwhile he simply rejects verification without a reason?! First it said my data does not match.
Then one. Week later my selfie with. Passport next to my face and a sheet of paper with the date and etc. I should hold everything and take a selfie with me. The already everything necessary I find it outrageous and sad how you can exchange customers in particular what. Please is that for a 9.1 I have submitted everything necessary to be verified even more I have taken this selfie 5x, other casinos have also requested this photo but please how ridiculous is that what is that
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2 years ago
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
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2 years ago
Translation
As I said, pending verification for 3 weeks
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2 years ago
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Plus they mock me all the time the manager doesn't answer me anymore
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2 years ago
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But rejects the verification for no reason, hey, what the heck
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2 years ago
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So I INSIST CASINO GURU EITHER YOU LOWER THE RATING OF THIS FAKE CASINOS. MINIMUM 3.0 (BECAUSE IT IS MORE. NOT DUBBLING THEY DON'T EVEN HAVE. OFFICES FROM THE SLOT SELECTION I DON'T NEED AT FIRST. SPRWXHENAUTHENT. AWKWARD OR
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2 years ago
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Wow, I got up tomorrow hoping that. Maybe something has changed, but the manager asked me again for the next short and total answer ((actually just to annoy me because he doesn't seem to like me as a customer)
People, we are respectful at three weeks and he constantly demands something new with 4 sentences and without a trifling greeting
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2 years ago
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.
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2 years ago
Translation
No, I didn't get any information, that was just what he said. Manager so that he can drag it out well anyway I have 69 euros on it but unfortunately mixed with my no dep that's why anyway capped at fifty need the money so urgently because I'm going through a hard time and then it was so awesome!
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2 years ago
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I did everything as requested, from every angle I photographed myself to give out my private data because I was and still am desperate and also trusted your evaluation??
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2 years ago
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.
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2 years ago
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.
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2 years ago
Translation
Casino brango doesn't respond to emails or customer support, it's getting more and more serious...
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2 years ago
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
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2 years ago
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.
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2 years ago
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
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2 years ago
Translation
I wrote to their regulatory agency. I ahh gave up
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2 years ago
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"
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2 years ago
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
