The player from Australia had won $190 after completing a playthrough. She had requested a payout, but shortly after, her account was deactivated by the casino. The player suspected that the casino had deactivated her account as soon as she requested her winnings. After reviewing the case, we had reached out to the casino for clarification. The casino had stated that the player's account had not been previously verified, hence they were unaware that she had been playing in their casino. As soon as she made the winnings and requested a payout, the casino declined it and deactivated the account. They also refunded her deposit. The player had expressed dissatisfaction, stating she was not aware Australians were restricted from playing in the casino. However, the casino and our team confirmed that registration from Australia was not possible without using a VPN service. Based on this information, we had to reject the player's complaint.
Brango Casino - Player’s account closed after request for payout.
Amount: $190
Brango Casino
Safety Index:Very highInsufficient evidence from player
REJECTED
Case summary
I deposited $50 US into my account with a bonus attached.
However i completed the playthrough and had $190 winning left in my account.
My payout request was send at 12.39 am, on the 02/24/2024
I received an email from payments@casinobrango.com, confirming my request at 1.39pm
10 min later, at 1.49pm, i received an account deactivated email
They have taken my deposit, i had an legitimate account and their
knew i was living in Australia.
It seems very convenient on the day i win money and request a payout, my account gets deactivated.
Dear kandyraver,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please clarify when exactly you created your casino account?
- Have you made any successful withdrawals before?
- Has your deposit been refunded?
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
Thank you Kristina for your reply.
I created my account on 02.09.2023 but unfortunately I never had any winnings to withdraw. Or I used my winnings to play on.
In case of my deposit refund, yes it has been refunded, however I deposited $50 US and my refund was only $45.10.
I look forward to hear from you and I am very grateful you are looking into this matter for me.
Sincerely
Katja
Thank you very much, kandyraver, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
Hi kandyraver,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Brango Casino to join the conversation and contribute to the resolution of this complaint.
Thank you for your help in this matter Peter. I look forward to hear from you soon kandyraver
Hello, Peter.
Hello, kandyraver.
Hope you are well and safe.
I reviewed the account to see what had happened. We can see that you made a deposit of $45.10, which is the amount we received. Here's a link where you may see the specific transaction: https://blockchair.com/bitcoin/address/3NRjA9NDqjgQA98dbf992gMn1YdQFevwP3
Please be aware that the customer's account wasn't previously verified, therefore we were unaware that the customer was depositing and playing in our casino. As soon as the customer made the winnings and requested a payout, we declined it and deactivated the account. Of course, we immediately refunded the customer's deposit.
If you need additional assistance or information, please let me know.
Kind regards,
Richard Lewis
Casino Brango Management
The point is, I deposited money in your casino, played through the playthrough and won fair and square my winnings.
It is bad conduct on your behalf, not to honour your punters winnings.
Any other casino where Australian players are restricted, won't let you register.
You did! There was no mention Australian player are not allow and restricted to play in your casino. So how should I know this is your policy?
I would have not played in your casino if I had known this fact.
You took month and month money deposits from me. So Australian players can deposit but when it comes to having to pay out a win, Australian players are restricted. This is simply scam to con me out of my winnings
Kandyraver
Hi all,
Thank you for your replies.
Dear kandyraver,
If I understand correctly, the problem is that you played from a restricted country. I tested the registration with an Australian VPN but I received an error (see screenshot). How did you manage to register if there's a country block? Have you used a VPN service?
Dear kandyraver,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hi Peter,
So sorry for the late reply
I dont have a VPN service, never had one. I could freely register my details on registration, with my Home address details, Phone number, it gave me a drop down menu and Australia was shown. I never had problems logging in. I never received an error message and never had any problems to deposit money
Thank you again for your help.
Kandyraver
Thank you kandyraver for your reply.
Dear Richard,
Is it possible to register in the casino from an Australian IP address without using a VPN service?
Hello, Peter.
Hello, kandyraver.
Hope you are well and safe.
Registering an account in the casino from an Australian IP address is not possible. Furthermore, it is essential to highlight that we have refunded the player's deposit of $45.
Should you require any further details, please feel free to contact me.
Kind regards,
Richard Lewis
Casino Brango Management
Thank you Richard for the update.
Dear kandyraver,
Based on the information at hand, I'm afraid I won't be able to help you. Registration from Australia without using a VPN service doesn't seem to be possible which we tested on several occasions. Unfortunately, your complaint will be rejected. If you disagree with our decision, please turn to the casino's licensing authority for further assistance (https://casino.guru/licensing-authorities/curacao-license-1). I wish I could be of more help.
Best regards,
Peter
