Brango Casino - Player's ID verification and withdrawal requests continue to be ignored.

I have emailed multiple times and have only got the automated reply. I have even sent in duplicate pictures for my ID verification multiple times and still nothing. I have even sent new ones in as well. It's been over 2 months and I still haven't had my ID verified you can clearly see that it is me in all of the pictures my ID everything. They eventually honestly just don't even send the automated reply back anymore. I need help withdrawing my money PLEASE! MUCH APPRECIATED

Hello ecsfinesss710,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Brango Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

It's been ongoing for 2 months and I have only gotten the automated system and none of my documents have been approved they just keep sending the automated message please send the documents over to this link or go to withdraw on our website. which I've done multiple times. A couple times recently I don't even get the automated email back. I can't even get into contact with them. I need them to verify my identity and verify it. I don't know what else to do at this point.

Thank you ecsfinesss710 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear ecsfinesss710,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Brango Casino representative to join this conversation.

Dear Brango Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

They told me I had nothing to withdraw but yet I have $200 to withdraw I have screenshots and they yet have not verified me or anything I emailed them back and still nothing. It's honestly ridiculous. In there email I was told that Everytime I want to to withdraw money I have to send a withdrawal request thru email which I've been doing but it makes no sense considering they take months to even reply. Brango at this point is zero stars for me.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello ecsfinesss710,

Hello Mirka,

I hope that you are well and safe.

Please note that we have reviewed the player's account and as we can see that on November 18th, the player made his initial winnings and has submitted his documents for Account Verification. On November 23rd, Casino Brango's Banking Department has informed the player that a new identification photograph has to be submitted due to lacking quality of the original one. Below, you may see the e-mail transcript:

On Thu, Nov 23, 2023, 3:58 AM <banking@casinobrango.com> wrote:

Hello there,

Hope that you are well and safe.

Would you please upload a new selfie holding your ID with all details visible so we can finish the verification process?

You can do that through this link.

We kindly ask for your understanding of these requirements.

We are obliged to protect you and your personal data in order to enable you to play safely and to pay off your winnings in a secure way.

Kind regards,

|Ron

Banking Brango

In the meantime, the player did not provide the required photograph and has only replied on December 12th. By that time, the player had no withdrawable balance, unfortunately. You may see the player's reply below:

a month ago (Tue, 12 Dec 2023 at 4:09 AM)

To:

"Banking Brango" <banking@casinobrango.com>

I sent them through again but my camera isn't the best but I need to withdraw my money I don't understand how you guys couldn't verify my Identification when clearly it is me and the same ID. I've been waiting for over month and I can't even play on brango because you guys said my account is deactivated until its verified.

We have reviewed the player's account again and have confirmed that at the moment, the player has no withdrawable balance and therefore, the Verification procedure cannot be re-initiated.

In order to be able to tend to Verification request in a timely fashion, Casino Brango has set a requirement that a player must have withdrawable balance in order to start the Verification procedure. This way, players will not wait for an unnecessary extended period of time in order to receive their winnings.

We hope that you understand that the requirement is in place in order to help players get their winnings as quickly as possible, given that tending to players that have no withdrawable balance would create an overcrowded Verification queue.

Please let us know if any additional information is required.

Kind Regards,

Luke Newman

Casino Brango Management

Dear ecsfinesss710,

I'm writing to follow up on the casino's claims regarding your submitted photograph. It seems that the photograph you provided did not meet the casino's verification requirements, which can be frustrating. However, I would recommend that you try to retake the photograph as customer verification is a crucial process that ensures safe withdrawals.

To assist you further, could you please send me screenshots of your player account with a visible balance? This information will help me understand the situation better and provide you with the necessary support.

Thank you for your cooperation. I look forward to hearing back from you soon.

Best regards,

Mirka

Dear ecsfinesss710,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.