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

Won $115 off of free spins, tried to submit my verification forms to withdraw April 21st and they said my email was not registered to an account. Sent an email proving that was indeed the email of my account and they never got back to me. Made a deposit thinking it would push the process along April 30th, it did not. Then got ahold of customer service via email again and now the deposit is on hold until the account is at $0 and nobody, again,, will get back to me on verifying my account. I'm appalled to find this casino has a perfect reputation, it certainly feels like a scam at this point. They say there's live 24/7 support chat but there's no button for it either so I can't even get ahold of them. I just have to send an email and wait 48hrs.

Dear dshurigar98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

I was able to get ahold of somebody and they let me know a different email to send the pictures to, sent in a picture of ID front and back and selfie holding it as well as all my account info in the correct format at 2:50pm central time yesterday May 2nd and I'll I've gotten back is the auto response.

Thank you very much for your reply, dshurigar98. Before we contact 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. Thank you in advance.

I've sent in all the emails, thanks.

The case has been solved, thank you

Dear dshurigar98,

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