Brango Casino - Player's struggling to withdraw her winnings from the casino.

This casino is fast as lightning when it comes to taking my deposit. But when it comes to payout. They have every excuse to decline it and drag it as long as they could. My last payout was declined because they said I can only request payouts once per bonus code. Then why i. The hell they kept giving me the same free spins? To top that off... When i played.y last free spins at cash bandits 3. And have .27 cents left on which brought me down to $0 playthrough. I played Tarot destiny betting .20 cents and I won over $55 which I requested a payout for $50...not only they declined it , they also removed the remaining $5 that i left there. They completely took all of my real balance of $55 and left me with 0...POS

Dear Slotplayer702,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Brango Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you are describing two distinct situations when you played in the casino using a no-deposit bonus?
• Could you please clarify what the disputed amount of $50 represents in this case?
• Is the amount you wish to withdraw currently in your casino balance or were the funds removed by the casino?

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,

Tomas

I'll explain everything in detail. On April 25th, they sent me a loyal reward with the code PLUS75 which I played and finished my playthrough. I was able to withdraw at the cashier section on April 26th and even got the confirmation that it's been requested. Got the email for confirmation and I replied back. Then I got an email saying it's been declined because I needed account verification. Mind you, I requested and ask for verification before I usually start playing and was told that verification isn't mandatory when I'm playing crypto which is what I used to deposit prior to my loyalty reward. Anywho, my cashout was declined and had to send verification again with my DL and photo holding my DL...the agents I'm chatting was giving me different information where to send my documents..first they said to send it to banking@casinobrango.com then the other ones said to documents@casinobrango.com... Just to be safe, I send it to both. Took a days to be fully verified and got my payout after that on April 27th. Then yesterday, April 28th, when I logged in, I saw that I had another free spins on Cash Bandits 3 so I'm like hey, why not...played it. Won $18+ something and went ahead and played Jungle wheel and Mighty drums and I'm just trying to finish my playthrough and lost and I ended up with around .27 cents... I left the game and check balance and it says Real balance is .27.. playthrough balance is 0. I was thinking where can I play.27 cents so i went ahead to tarot destiny and kept playing until I won $55. And I'm like... I'll withdraw $50 and leave $5 to play later...well, they declined the $50 saying I can only withdraw once from a code which I thought the last cents I had wasn't even part of the promo anymore as it says my playthrough balance was already 0 before i played Tarot destiny. They voided my withdrawal, took the $50 out of my account and even took the $5 i left for my account and left me with $0 balance.

FYI. They sent me another free spin with the same code. Why would I even play this if I can't request a payout from it? They sent me 1 yesterday and today.

Could you please send the reasoning you received from the casino to my email tomas@casino.guru or share it here? Did you make any deposits before the free spins were credited to your account? Did you take any action in order to redeem the free spins or were they added to your account automatically?

I was told I can only request payout once per coupon. However, the second time I used the coupon, my balance was already showing that I didn't make the playthrough...so playthrough was $0, bonus balance is $0 and real balance was $0.30 cents....I played the $0.30 cents and luckily won and kept winning UpTo $55. So I tried cashing out $50 and left $5 to my account to play later on. Well, they voided my payout request and took the other $5 I left there and left me with nothing. I deposited I believe the 23rd of April, and cashed out on 27th....then played again on 28th and tried cashing out same day and that's when they took everything. I'm attaching the email from me and Brango

They were added to my account automatically...as soon as I logged in, it's showing there. And everyday it'll show there. I haven't played it since they denied my payout request because no point playing it, finishing the playthrough, playing what's left on my balance with the hopes of winning and not be able to cash it anyways because it's the same promo code I requested payout couple weeks ago...

Thank you very much, Slotplayer702, for providing the necessary information. 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.  

Hello, Slotplayer702,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Brango Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Brango Casino Team,

I see there is a promo code, so it seems like it has to be filled in somewhere (by the player) to claim the bonus. On the other side, the player claimed that it was added automatically. So, first, I would like to ask you about the mentioned bonus and its activation. How was it activated? Is it possible that it was added to the player's account automatically?

Do I understand correctly that the bonus was used for the second time? If yes, why was the player allowed to use it despite it being forbidden?

Thank you in advance for providing the information.

Hello Slotplayer702,

Hello Branislav and Tomas,

I hope you're all well.

The player received the bonus PLUS75 which is a part of the campaign for new players. The bonus can be claimed up to 6 times per account and only one withdrawal is allowed per account from said bonus.

The idea behind the promotion is to maximize the player's game time at the Casino and to allow all players to utilize the bonus for the full 6 times. Otherwise, if a payout blocks further redemption of the bonus, we feel that a player would be unfairly deprived of the full perks of the promotion.

The player does receive an email offer and in said email, the Terms of the PLUS75 promotion are clearly stated and they show that only one payout is allowed from the bonus code.

In the screenshots below, you may see the player's event log and the previous successful payout from the aforementioned bonus (On April 27th, at 10:05), as well as the copy of the email offer a player receives. Also, you may see a screenshot that shows that the player redeemed the bonus from her side. The bonus was not automatically applied.

Additionally, we must emphasize that the player is allowed to make future withdrawals from any other bonus code.

We hope that the information provided is helpful enough and sheds light on the situation at hand. Of course, if any additional information is needed, please do not hesitate to contact us.

Kind Regards

Luke Newman

Casino Brango Management

Thank you, Luke and Brango Casino, for the explanation and the details provided.

Dear Slotplayer702,

Can you please confirm that you already withdrew the winnings from the same no-deposit bonus before?

Since I see you use Gmail, could you send me the original email from the casino with this bonus offer as follows - find the email with the offer of 75 FS, click the right mouse button on the email, and use the option "Forward as attachment". I recommend using a PC. Feel free to use my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear Slotplayer702,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime, however, additional details will be needed.

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

Best regards,

Branislav, Casino.Guru