The player from Brazil faced a "Player login restricted" message when attempting to access his Brango Casino account, which contained a significant amount of deposited money and winnings. He requested an explanation and access to his account to resolve the issue. The Complaints Team assisted by facilitating communication with the casino, leading to the player successfully completing the account verification process. As a result, access to the casino account was restored, and the complaint was marked as resolved.
Brango Casino - Player's account access is restricted.
Amount: 2,000 R$
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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1 week ago
Translation
Player login restricted - BRANGO Casino
Hello, I am a player (BRANGO Casino user) and I would like to inform you that when I try to access my BRANGO Casino account, the following message is being displayed: "Player login restricted"
I want to use my user account normally again, I want to have access to my account to play in this casino again. Because I deposited an amount of money in BRL, which is not a small amount of money. And I have winnings and a good amount of money in my player account.
I need explanations, I need to understand, I need all my money, I need answers, and I need them to resolve this situation.
Before I take any other action to solve this problem.
I await a message of understanding and solution.
User: w*******
E-mail: w**n.ei*** y@gmail.com
Cheers!
Edited by a Casino Guru admin
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1 week ago
Dear Walnikson,
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.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- 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
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1 week ago
Translation
Hi Petronela, I've had that account for many months, I believe it's been there for about 8-9 months. The verification process has not been completed, as I was only asked to go through the account verification when I requested my first withdrawal of the money I have there.
So first I requested the withdrawal of the money and then I sent my documents for verification. And to my surprise and disappointment, when I tried to log in to my casino account, the account was already restricted, blocked...
I only played slots.
The winnings were accumulated with real money + bonus, the real money was deposited by me to take advantage of the great bonus that was being offered. Then, after a lot of playing, I managed to meet the wagering requirements of the bonus, and my entire balance became real money, and available for withdrawal.
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1 week ago
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Today I sent BRANGO Casino again all my personal documents needed for account verification, and asked them to release my access to my casino account, and with these documents to carry out a full verification of my account.
I'm waiting to hear back from them.
But you can feel free to ask me more questions and to continue with this process to try to resolve this problem.
Let's continue with this complaint. If they fix it, I'll let you know. And if they don't fix any of this, I'll let you know too.
But please keep asking and trying to resolve this for me, I want to try to resolve it in every way possible.
I got to know BRANGO Casino through Casino Guru.
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1 week ago
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Casino Guru, you can now cancel this complaint. BRANGO Casino has released my access to my casino account. I now have access to my user (player) account again.
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1 week ago
Dear Walnikson,
Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
