Brango Casino - Player’s struggling to complete account verification.

Dear adamschriener,

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. Do I understand correctly that the casino will change your email address only after reviewing the new document? Was this the only document requested by the casino?

Could you please forward all the relevant communication between you and the casino 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

Ive emailed all I have for communication I’ve talked to their live chat support a bunch but don’t have any records of that

And yes they won’t change my email until I send the documents which I already have just not how they wanted them since I have lost my passport and only have a photo of it

Now support just tells me one moment please and then end the chat they are just avoiding paying me they are a scam

This is what support keeps doing to me every single time

Thank you for your reply, adamschriener. Unfortunately, the casino wants a selfie in which you hold both - your ID and the note.

The vast majority of casinos need at least one type of ID document to verify players' identities. You said you lost your passport, but you should have another document such as your state ID or driver's license. Are you able to make a selfie with one of those?

It has been resolved I finally got someone who understood what I was saying and allowed me to show them my email on file in fact was working to reply for a payout confirmation and the payout was sent. Thanks for the help. You can close or mark this complaint as resolved or whatever you guys do.

Dear adamschriener,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru