Brango Casino - Player's winnings are not released due to the alleged T&C breach.

I had deposited $39 CAD via Litecoin and used the 50% no rules bonus. I played slots only as per the T&C's until my wagering requirement was met. In the attached picture labelled TERMS, it does not say anywhere in there about wagering requirements once the wagering amount has been met and the bonus has been cleared. I proceeded to win $600 using a mixture of slots and blackjack. After submitting my withdrawl I was informed that I was in breach of the T&C's, specifically 7.1.22. First of all, sentence 22 does not exist in the T&Cs displayed on their website. Second of all, nowhere in the bonus terms did it say that AFTER THE BONUS was cleared, there would still be resstrictions. I have attached a snapshot of the bonus terms, as well as the email I received from Brango. I am entitled to my winnings as I followed the T&Cs from the Bonus that was presented to me upon my activation of the bonus.

Dear jonnotron,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Brango Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that you played restricted games only after you completed the bonus wagering? Did you see any pop-up or some other warning that you were going to play a game that the Terms and Conditions restrict?

Could you please send me the gaming history in Excel format starting from the day you activated the bonus? You may request it directly from the casino. Then send it to my email address, veronika.l@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

That is correct. I played only after completing the wagering requirements. There were no pop ups or any other warnings after the completion of the wagering requirements. Any other casino ive played at has as youve described, at least a warning notifying you that you could breach the T&C's if you play the game.

One other comment re: my issue. The name of the bonus is called 'NO RULES', which would lead one to believe that outside of the rules listed on the pop up when you activated the bonus (which i sent you as an attachment) that there would be no other rules!

I have emailed the casino asking for the gaming history and will send it to you as soon as i receive it.

I appreciate your prompt response and your help Veronika!

Hi Veronika, just to add one additional item. I had played here previously on free spins, and after winning some on the free spins and then trying to play blackjack id receive the attached message.

It wouldnt even let me play the game.

Hi Veronika,

I just emailed you the requested game logs.

Hi Veronika,

Just wanted to follow up to ensure you received my email with the requested documents.

Thanks!

Thank you very much, jonnotron, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok, thank you!

Hello, jonnotron,

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

Dear Brango Casino team,

Could you please provide us with a detailed explanation of the player's situation?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

Hope you are doing well.

After conducting a comprehensive review of the player's account, it has been determined that the player violated the terms of the coupon PULL50 by playing restricted games, specifically Blackjack.

As clearly stated in the promotional terms, only Non-Progressive slots were permissible for use with this coupon. These terms were readily accessible at the Cashier and the player could check them at any moment.

This particular coupon comes with this specific terms, namely:

https://casinobrango.com/terms?class=pull50

-Wagering: 1x deposit + bonus

-Max cashout:None

-Only Non-Progressive Slots allowed

-Max bet per hand: None

The player, indeed, played restricted games following the completion of the wagering requirement. However, as outlined in our General Terms and Conditions:

https://casinobrango.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

w. Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. 

The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.i.

Given that the majority of the winnings stemmed from restricted games, we had no other option but to void the player's winnings.

Naturally, the player's initial deposit was promptly refunded, and the player was neatly informed about everything via email.

Branislav, I have furnished you with the player's ledger report containing the relevant evidence for you to review it. Please take the time to assess it thoroughly to ensure that all actions were conducted in accordance with the casino's terms.

Should you require further clarification or have any additional inquiries, please do not hesitate to contact us.

Best Regards,

Thomas Roberts

Casino Brango

The name of the Bonus is 'No Rules'. Which, in my opinion, supercedes the T&C's. How can you name a bonus 'No Rules' and then when the patron wins, immediately claim there are rules?

Greetings all,

I am sorry for the delay.

I already know what is going on here. 'No rules' are not so important in this case, jonnotron. It is about the casino's general bonus rules and their application.

Dear Thomas and Brango Casino,

Thank you for your email and the provided data.

Although all actions were conducted in accordance with the casino's terms, as you mentioned, I am afraid those rules are not completely clear to a regular player. Even there are contradictory parts.

To be honest, I remember I had several cases in the past regarding similar issues, and we even had a video call with representatives of Brango Casino and its other sister casinos. We made a deal that the casino should have implemented pop-ups once players fall under 1 $/€, which, if I remember correctly, was done. We made this deal exactly because of the rule applied in this case and its misleading/unclear wording. The pop-up should inform players about further options/actions to not fall into a "trap" of never-ending bonus rules application. Although it was related to the situation when a balance is under 1 $/€, I can see a similar situation here.

Therefore, I have a few additional questions to clarify the situation.

Is there also a pop-up informing players about possible future actions after wagering requirements are met?

The bonuses are usually ended by meeting the wagering requirements or a withdrawal request. If the user met the wagering requirements of the bonus in question and did not breach any other rules, why should the bonus rules still apply to his balance, which was converted to his real money (withdrawable) balance? Do I understand correctly that at that point (meeting the wagering requirements), he was allowed to withdraw his available balance? If yes and it is still like in the past - was he supposed to withdraw his funds right after meeting the wagering requirements and deposit them back to the account to continue playing?

If so, what is the difference between continuing playing and withdrawing and subsequently depositing these winnings back into the account so he can play?

If the casino wants to apply bonus rules and restrictions after the bonus wagering requirements are met, it should be also able to enforce it by its system/SW as it is during a play with an active bonus, or, at least the players should be somehow clearly informed about these facts and rules (for example, by a pop-up) since we are talking rather about specific rules that are not common in the industry.

How can a player find out - besides a bit unclear general bonus rule(s) - that his real money (withdrawable) balance needs to be withdrawn and deposited back to continue playing?

Or, was it a sticky bonus? Only that could significantly change the situation.

Upon the player finishing the wagering requirements, the system displayed a pop-up message. We are providing you with a screenshot as an example, demonstrating that the message covers the entire screen, requiring the player to click the "agree" button to continue playing with the bonus.

At the moment when the player completed the wagering requirements, he had C$95.18 while playing non-progressive slots. The player finished the wagering on 3/17/2024 at 17:05:48 and continued to play until 17:47:09 on the same day. During this period, after meeting the wagering requirements, the player made 106 bets on non-progressive slots with winnings of C$10.61, and 180 bets on the restricted game (Blackjack) with winnings of C$497.50 on that game.

We understand that the term "No Rules" in the coupon may have been a bit confusing. However, upon reviewing the complete rules, it becomes clear that there were indeed some restrictions associated with the coupon. We acknowledge that it's disappointing to have winnings removed after expecting a "No Rules" bonus, but aside from this term, the rules are clearly outlined and visible. It's worth noting that players always have the option to cancel a bonus before starting to play if the offer doesn't meet their expectations.

Best Regards

George Moore

Brango Management

That pop up did not appear. Ive had that pop appear after clearing a bonus from free spins, but never from a deposit bonus.

@Branislav

What kind of proof do you need from my end that the pop up does not show up on the No Rules bonuses?

Just as a follow up, ive made 3 deposits over the weekend using the NO RULES bonus code, and not once did that pop up appear once I met the playthrough requirements.

Do I understand correctly that you successfully played 3 other "no deposit" bonuses, jonnotron? How did you find out the wagering requirements were met?

In such a case, when you knew about the situation, I am sure you carefully recorded the important moments as videos - for example, when the wagering requirements were met, nothing happened (no pop-up), and you continued playing. Feel free to send all proofs to my email address (branislav.b@casino.guru).

I only hope that on the recordings, it is also clear that pop-ups are not prohibited in your internet browser, or that you did not use any other tool to restrict them.

Dear Brango Casino Team,

Thank you very much for the additional explanation.

It looked like there was no pop-up upon meeting the WRs because you did not mention it before at all.

Now I would like to only ask you a few more questions to clarify the situation.

Can you please provide us with the information if the pop-up is always displayed to players upon meeting wagering requirements?

If so - is it valid for all the bonuses including deposit bonuses and the "no rules" bonus mentioned above?

Is it possible that there was any technical issue and pop-ups were/are not shown properly or did not show at all?

Hi Branislav,

Hi Jonntorn,

Hope you are all well and safe,

All our bonuses are set to show the pop-up messages when the wagering is finished, and per our agreement, we did those settings a long time ago. At the screenshot that we provided you above you can see how that message looks like. At the time, there was no ongoing maintenance and no issues of the sort were either reported or noticed. Following these conclusions, it is safe to say that there was no issue in the system and the screenshot was shown to the player.

Also, if I may kindly ask to the player to provide us with the evidence that message was not shown? At the moment, you are welcome to head to any game, claim a bonus and upon meeting the wagering requirements, we guarantee that the message will pop up.

However, I will also, remind the player about our rules, on which he agreed when the account was opened that the rules of the bonus are in full effect until withdrawal was made, or the new action is started.

https://casinobrango.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

w. Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.i.

Thank you for your understanding!

Kind Regards

George Moore

Casino Brango Management

I was unable to capture meeting the wagering requirements, and its obvious that my word will not be trusted.

George, please close all my accounts including: Brango, Casino Extreme, Limitless, Yabby and Bonus Blitz.

I will no longer be depositing any more money to any of these casinos.

Hi George, Im following up on my previous request. Please advise.

Hi George, Im following up on my previous request once again to have all my accounts closed. Please advise.

Greetings all,

I am sorry for the delay.

Thank you for the clarification and confirmation, Brango Casino Team. I think everything is clear now.

Dear Jonntorn,

I will try to sum up all the gathered information and reasons why it will not be possible to further help you in resolving your issue:

• As you mentioned earlier - although it was a "No Rules" bonus, there was a pop-up showing basic rules valid for the particular bonus before activation, containing the exact specific rules including allowed games; there are only a few lines, however, they are clear and restricted games are enforced by the casino system during a play with an active bonus, so it is not possible to breach them before meeting the wagering requirements
• Although the applied rule is not 100% clear and not an industry standard, the most important and essential thing is that the casino (also based on an e-meeting and agreement between casino.guru and the casino's management) implemented the pop-ups, which clearly state everything necessary, while it is not possible to miss or pass it without ticking the box and accepting the casino's general bonus rules (even with the link to them) - therefore, we are able to accept their application
• It seems that you very likely only ticked the box without reading the general bonus rules, accepted them, and simply continued playing, however, breaching the rule in question; unfortunately, ignorance is no excuse
• If you read the general bonus rules and did not understand something, you were supposed to turn to the casino's Customer Support and ask them for clarification, not simply continue playing and later refer that it was allegedly not there at all
• It would not be so difficult to record your play to prove your claims, especially if you (as you claimed) managed to successfully play the other 3 bonuses with the same issue (enough chances to record it), which, honestly, seems to be not true, as well as your claim that there was no pop-up at all; the casino confirmed that there was no issue with their pop-ups, valid for all their bonuses, which looks to be the most believable version
• Since your deposit was returned, the casino has no obligation to you, it was a standard procedure, and we accept the casino's decision

As for your request to close all your casino accounts - I am afraid there are additional processes behind that, depending on several factors related to the particular accounts. Therefore, I strongly recommend you contact Customer Support at each casino and ask them for it separately.

Is everything clear now, Jonntorn? Is the above explanation enough for you, or is there anything else you would like to know?

I am afraid that if you are not able to support your claims regarding pop-ups with relevant evidence, unfortunately, there is nothing to solve.

It sounds like even if i provided proof, my winnings still wouldnt be paid out. Please close this complaint so my review can be posted.

If... Therefore, you were given enough time to provide any proof to support your claims, you received instructions, and the case was not closed earlier. If you had the necessary evidence, it would have changed the situation significantly. Before the casino implemented those pop-ups, there were cases where we sided with players. Unfortunately, those pop-ups are important in this case, and you have not provided anything that could support your claims.

After gathering all the necessary information and based on the above-stated, we are closing this complaint as unjustified - a breach of the casino's bonus terms and conditions. The casino acted in accordance with its terms and conditions, and we accept it under such circumstances.

During user review adding, please be aware that it is not counted to the casino's "safety index" and the casino can comment on it.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Brango Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru