Brango Casino - Player’s account closed after verification.

I submitted my documents for verification and they closed my account

Dear jubiramirexz2,

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. 

• Have you received any confirmation regarding successful verification?
• Do I understand correctly that $500 (dispute value) is being held in your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

If they told me in an electronic cart that they could not verify my account, I do not understand why I sent the photos of my passport and my license... of course, I would be happy to have my password

It was the free bonuses but I think that since it is a game of chance or luck they would have to respect what we win for free, right? I hope you can return my account and the 500 dollars. I had been playing for a long time and I really like the casino but I didn't expect this from you.

Thank you very much for your reply, jubiramirexz2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much I will send them to you

Thank you very much, jubiramirexz2, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thank you so much

Hello, jubiramirexz2,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Brango Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and what happened with the remaining balance? What steps should the player take to unblock the account and/or withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi jubiramirexz2,

Hi Branislav,

I hope this message finds you well and safe.

Thank you for reaching out to us. Upon reviewing the account associated with the player`s username, it has come to our attention that the account did not successfully pass the verification process. This was due to discrepancies between the information provided during account creation and the details on the ID document submitted for verification.

As per our casino rules, all information provided on the account must match the details on the ID document.

https://casinobrango.com/terms-and-conditions

5.1. Opening a User Account

e. We reserve the right to request from you a copy of your proof of identity, address, copies of credit cards, an approval signed purchase history and/or other appropriate documentation when withdrawing credits, so as to provide fast payout, prevent fraud and make all financial transactions secure. If you fail to provide the requested documentation within 4 weeks, or submit fraudulent documentation, we reserve the right to cancel the payout and/or close or lock your User Account.

On the player's account, there is information indicating the USA as the player`s country with USA address, phone, etc. However, the player initially provided a Mexican passport ID and Mexican address. This discrepancy further contributes to the account verification failure.

The banking department requested the player to provide a USA ID document for verification. Although the player provided an ID document and selfie, our banking department deemed them invalid. As a result, the request for account verification was rejected, leading to the closure of the player's account.

Additionally, it has been noted that the player created two accounts at our casino and utilized free promotions on both accounts. Please note that according to our Terms and Conditions, only one account is permitted per individual.

https://casinobrango.com/terms-and-conditions

5.1. Opening a User Account

b. You are allowed only one User Account. If you have more than one account, all winnings will be void. If you open more than one User Account, the Casino may close all accounts and any bonuses and winnings may be voided.

Even if the player had passed the verification process, they would not be able to withdraw winnings due to multiple account violations.

Dear Branislav, the required documents from the player have been sent to your personal email, along with screenshots from the player's accounts for your reference.

Thank you for your understanding in this matter. Should you have any further questions or concerns, please do not hesitate to contact us.

Best regards,

George Moore 

Casino Brango Management

Ok, maybe I had an account before but I forgot it, that's why I created another one. I also sent them the permit because I had lost my license but I already recovered it, so does that mean that they won't return my account? Not even my profits

Dear jubiramirexz2,

The casino indeed supported all their claims and decision with relevant evidence. In addition - no, you did not forget about the first account, your disputed account was registered just 3 days after the first one...

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - even if you could confirm your USA residence (there were also discrepancies between the IDs provided to the casino), there were at least 2 accounts you intentionally created at the casino and abused its bonus offer. Only 1 account is allowed per user, but the same is also valid for the casino's bonuses. It is not allowed to use them more than once. It is strictly prohibited. Therefore, it makes no sense to address your KYC/verification or provided IDs.

If you had not used bonuses on your second account and did not gain any unfair advantage, it would have been a different situation. Like this, since the winnings were made from free bonuses, they were considered invalid, and you are not eligible for them.

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Brango Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru