HomeComplaintsBrango Casino - Player's verification process is delayed.

Brango Casino - Player's verification process is delayed.

Amount: $50

Brango Casino
Safety Index:Very high
Submitted: 29 May 2023 | Case closed : 19 Jun 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 year ago

The player from the US is experiencing difficulties withdrawing his winnings due to incomplete verification. We closed the complaint because the player stopped responding.

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1 year ago

I finally won and now I'm waiting over a week to get verified? Why are you going to need a week to verify my license and proof of an address? I'm sure that once I'm done waiting I'm going to have to be told that I need to make a verification deposit in order to do my withdrawal. I am so sick and tired of sites like this not having transparency nor holding up to their word. It says instant withdrawal kings. Since one is waiting over a week instant?

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1 year ago

Dear spencercbila,

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 did you send the last one? Have you provided all the required documents as soon as possible and in the correct format?

Do I understand correctly you won from a no-deposit bonus but were not yet asked to make a minimum deposit?

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,

Tomas

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1 year ago

I sent my license front and back as well as a couple utility bills to verify my address. I sent them two days ago to the email customer service gave me for your support. Thank you for helping me get this resolved.

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1 year ago

Thanks for your reply.


Before we contact the casino could you please send me the communication between you and the casino regarding the issue? My email is tomas@casino.guru

I'll await your reply.

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1 year ago

Dear spencercbila,

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.

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1 year ago

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.

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