Brango Casino - Player's tournament winnings are confiscated.

OK here it is in a nutshell I won a tournament where I placed first place and then I won $2500 cash was the top prize!! it’s a two week tournament and they tally up points for amount wagered where you get one point for every hundred dollars wager on clean deposits so I end up being number one right well I get my my prize they credit $2500 to my account and this is supposed to be cash with no restrictions. It’s specifically stated in the tournament rules OK so I decided not to withdraw. I decided to play on it because I wanted to keep going on the tournament for week two starting and I wanted to get a good start on and get points again playing for like seven hours ridiculous wage over $55,000 and it should’ve been been a mass and according to my calculations 1100 points which would’ve put me in first place again for the week and probably would’ve won the tournament. That’s why I said 1000 to 35 because winning the tournament gives you $2500 cash. I would’ve withdrawn all the money and known this before but I kept playing and I finally lost and then I go to the lobby to check my points and I have zero points. This is after I had wagered. 53,000. So that should’ve been almost 1200 points in the tournament right there well there’s no points so I go to the live chat and I talk to the guy he told me we’re sorry you have no eligible deposits or you haven’t met the criteria to get points and I said what do you mean dude I’ve been playing for the last 6 hours!! I spent like $2500 cash in my own money that I won from the tournament!! Goes on to tell me that that that money that I won from the tournament, even though it’s listed on their site and in the terms conditions as cash with no restrictions. And there’s nowhere in the terms of conditions that. specifically states that I cannot use that money for the tournament. saying it’s free money that was his. That was his reasoning which I said was bullshit because it’s cash. It says cash which is king and cash means cash!! The minute u put restrictions on something then it’s not cash you can’t have it both ways and the guy wouldn’t help me but you know I figured I’ve been with this casino for over six years I’m damn loyal customer have spent a ton of money here you know they’re gonna have to you know make an exception compromise or something because I didn’t know that you couldn’t use cash won from tournament in the tournament because like I said, it said no restrictions restrictions $2500 free and clear!! so I was like OK whatever you know I at least like my cashback you know you get 30% of your money back on bonus free deposits!! And the next thing you guys said was all you don’t have any qualifying deposits to to get cash back on. I’m like what do I said what do you mean dude what that $2500 that was cash and I won in my account I spent that so I’d like my cash back for that. He’s like sorry, sir that it’s not a qualifying deposit. I got really angry and I wrote to the pit boss and I have all correspondence saved so you can read it too and understand my my logic all this so I wrote the boss basically said the same thing that that money isn’t really money. It’s free money so like it doesn’t count can’t be used in the tournament and you don’t get cash back on it and you can’t accumulate points in the tournament with it. Well then I asked him how is that even cash then that’s not cash. And he basically basically didn’t give me any logical reason he just kept telling me that same thing over and over there’s nothing they could do so qualifying deposit this and that so I would’ve gotten $750 back from my cash back from that 2500 and then at the end of the day usually get a 10% chipped the next day of your loss as well that’s another 250 so that’s where I get the thousand but they didn’t give me any of that and then the 2500 tournament. The first prize is $2500 and I would’ve been and still would be #1 because I checked the highest one on the tour there wasn’t even anyone close so I probably would’ve taken number one this week too so they took that 2500 away too. that’s how I come up with 3500. So what I don’t understand is since it doesn’t list in the terms conditions on the tournament that you can’t use prize winning to throw back in on it How can you say cash and put restrictions on it? you can’t play both sides of the fence you can’t have your cake and eat it too I kept trying to explain this to him and they weren’t understanding, so I didn’t qualified for points I don’t get cash back. I want I want to refund because I thought I was playing in the tournament which you guys aren’t gonna credit me for even playing and what was the point of me spending that money on it!! so then I tried explaining it to him or at least trying to get him to explain it to me. How is this any different? Let’s say I took that 2500 and made it withdrawal right away which I should’ve done!! This story is getting way too long so I saved it to my notes cause I had to erase some of it

Hello Shrazer,

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 if your account is already verified and if yes, since when exactly? Did you deposit any money to join the tournament? Did your balance reach 1€ to receive the cashback according to the casino terms? When was the last time you spoke to the casino and what was it about?

To clarify the situation according to the casino terms:

1. Tournament -

This means that the money which is already on your balance does not counts towards the tournament. The player has to deposit and wager that money in order to participate.

1. Cashback -

This is one of the conditions in order to receive any kind of cashback meaning that if your balance was not below the set amount, you are not eligible for it.

Looking forward to your answer.

Regards,

Nick

Yes I have been a member for 6 years!! Yes I deposited the first week then came in first an I was awarded my supposed cash prize with no wage restrictions an I just left it in there used it to fund the start of week 2 because it was stated it was cash money w no restrictions so under that pretense I continued to play an I played for 7 hours an ended up wagering $53,000 before I ran out of money but I was stoked because I knew I had by my calculations 1200 points give or take a few!! A the next closest person was at like 300 points so the only person who was my competition I was four times ahead of in the points calculations already!! I mean I was up and down uptown. I was at one point I was up to like 10 grand. I would’ve made a withdrawal if I would’ve known that this I wasn’t playing in a tournament and it wasn’t a massive points so then you know, I after you know That I want to check lobby and was showing points so I talked to the chat and they got lippy with me and said that you know I don’t have any qualifying deposits. I was like what do you mean dude I had $2500 cash in there I mean what do you mean? Sorry I can’t do anything for you man so if the points says OK, my cashback is like no cause there’s no call call deposit like what do you mean? It was cash dude cash cash have restrictions on it cause it’s not cash that’s where I think this is totally unfair. It’s like your turn have cake and need to and it’s messed up point is when I emailed them at first he sound like he was gonna help me out if you read emails he’s like I gotta talk to our retention man marketing team and see what’s going on with that. You know like he he didn’t know but he sound like he he didn’t think it was fair either and sudden he got back to me after marketing got back to him so it’s like they just made the decision now that it’s not not fair. It’s not listed anywhere in terms and conditions that it says this prize cannot be played in the tournament or it cannot be used to mass points and you don’t get cashback for it either so if it would’ve stated that I would’ve made the withdrawal instantly and then just made an bitcoin or crypto deposit, but I figured it was cash in there why we all that time I mean, what’s the point had I known that not doing that and then allowing me to play you know what invalidate everything why would I do that, after six years of being Customer for them to do that really really piss me off dude? And after all this time, I know all the rules that I always buy by the rules. This is one of those were they just pull the fucking fast on it pisses me off dude because I would’ve had the next tournaments prize another 2500 off cashback is when you make deposit get 30% back on it if it’s a bonus freedeposit if you don’t, it’s just money and I meant to end of the day you know the clock midnight you get 10% of your daily losses which would’ve been another 250!! in the fact that I was pretty confident, I was gonna win the tournament anyways until they screwed me like that because I don’t understand what’s the point you know if I’ve cash in my account that’s cash I mean at what point did you say it’s not cash even though on the prize board it says cash and then take a little further, don’t you think I would have just made the withdrawal instantly and then make a deposit normally an then play in the tournament Had I known those were the conditions do you think I would’ve played. Hell no!! I’ve voiced all these concerns and comments with the pit bosses we had tons of correspondents. I made another complaint because I didn’t know how to attach my emails to this one. There was like no option. I can figure it out so I just need another complaint against casino Extreme, if you find that complaint those all those are the files with our correspondence back-and-forth. I hope you read those it’ll give you kind of like a synopsis timeline of our interactions and concerns was pretty pretty straightforward to the point about it you know and they just beat on the bus. They didn’t answer any questions directly. They said it was too bad. so I asked him a question. I said OK well since I am playing and spending that money and no matter what it’s not gonna count towards the tournament like I thought I was playing you said it’s fake money the terms rules and regulations all say it’s cash. So I was like just refund the money an I’ll withdrawal and then I’ll deposit normally and and then play he said no you already spent it. But the fact that I paid for and played games in a tournament, I thought I was playing and I ended up I wasn’t playing wasn’t getting points what was I paying for it was ineligible so since that’s the case I feel like I deserve a refund then cause I paid for something I didn’t get. can’t do that . You think they treat me a little better than that dude you know !! Please read all those correspondence on the emails. I appreciate you taking the time to help me out!! If you have any more questions just ask.

Yeah, I understand all the rules dude I totally get them but what’s not stated there is the fact that a cash price dude doesn’t have restrictions so I’m assuming you know it’s in my account why make it with waste of time just play on it you know, I mean it’s cash and it’s not gonna be counted towards the tournament then that there is a restriction on it and that means it’s not cash so that’s a false pretense. Just read the emails OK that correspondence back-and-forth under my complaint casino Extreme yes I know all the rules, but then this instance it’s not fucking fair.

How is cash not a clean house cash not clean just clean deposit well the money is in there is cash. It’s clean. What does it matter if they fucking deposit on there? I did it. It’s my money. It’s on there. It’s not a chip. It’s not promotional deal it’s cash money, dude.

Hey, do you have an email? I can just forward those to you on because I cannot attach them here. It’s not letting me so reason I can’t upload a PDF but if you just give me your email, I can forward you all these correspondence. Thank you.

Hello Shrazer,

You can forward it to nikolas.b@casino.guru but I doubt anything will change the situation. As you did not deposit, you were not eligible for the tournament.

Dear Shrazer,

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.