Brango Casino - Player's winnings have been confiscated.

I used the coupon code which had the following terms: TERMS :

FIRST DEPOSIT BONUS-

200% No Rules Bonus

Coupon code: LIMITLESS

Bonus: 200% (75% on Credit Card)

Minimum deposit: $20

Wagering: 1x (Deposit + Bonus)

Max cashout: None

Allowed games: Non-progressive Real-Series Video Slots only (except 777)

No Other Games in any category are allowed

Max bet per hand: NO

Max Bonus: $1000

Redeemable: 1x per player

General Terms apply

Cashback terms: 

3x mco

30x wagering

No max bet per hand

Non-progressive slots only

I deposited 79.60 via Bitcoin and my real balance became $238.83. I began playing slots referenced under the "online slots" category and in order to ensure no violation would take place, did not click any of the games under the title "Progressive" as this is in violation of the terms and conditions.

I won a bonus and met my playthrough bonus amount. I requested a cashout when my real balance was $2,558.11. I then received an email that my payout was rejected as I was in violation of the terms and conditions citing that I played a progressive slot. They then sent me back my initial deposit of 79.66 and removed my winnings as it was deemed unintentional.

I have been in communication with the payment team member, Michael, and I also have forwarded my concern to the pitboss. I think that the casino has violated fair gaming practices by not specifying that the game is a progressive when it is listed under both online slots and progressive games. If you click the game in the "online slots" category - it does not tell you anywhere that it is a progressive slot, therefore making it impossible to know that you are not playing a non-progressive. I feel I am entitled to my winnings.

Dear vbeane825,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Did the casino clarify which restricted game you played and how many bets you placed on this game?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Hi Kristina,

Yes - they did send me the game that I played. I will forward you the email communication between us.

The issue is that there is nothing to differentiate between progressive and non-progressive slots as they have them all lumped into the same category. Unless you specifically click into progressive. I also have sent you an exchange where the customer service (after I had my withdrawal rejected) is advising me that there are a number of progressive slots that are not even listed in the progressive category which no player would know about unless they asked customer service in advance.

The casino has refunded me my initial deposit of 79.60 but I made this deposit because I wanted to use a bonus code. It seems like false advertising since now I did not even have the extra bonus money to play with and when I won, they took away my winnings in a deceitful manner.

I appreciate your help!

did you receive my email?

Thank you very much, vbeane825, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 vbeane825,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to see if I can help.

We would like to invite Brango Casino to join the conversation.

Dear Brango Casino,

Can you please provide information on why the Progressive slots are still listed among other slots as well without any "warning"? Although the player most likely unintentionally played progressive slots as well, was this during the bonus "LIMITLESS" wagering or after? Why was the player not notified automatically by the system when opening a progressive slot game that this is not allowed during bonus play? I'm looking forward to your clarification.

Hi Michael,

Hi vbeaney825,

Hope you are well and safe.

Thank you for reaching out to us! Upon reviewing the player’s account, we found that the player used the bonus LIMITLESS (applied to a $79.60 deposit) on 08/11/2024 at 02:49:21 Casino time.

The rules for that bonus are as follows:

FIRST DEPOSIT BONUS

200% No Rules Bonus

Coupon code: LIMITLESS

Bonus: 200% (75% on Credit Card)

Minimum deposit: $20

Wagering: 1x (Deposit + Bonus)

Max cashout: None

Allowed games: Non-progressive Real-Series Video Slots only (except 777)

No other games in any category are allowed

Max bet per hand: None

Max bonus: $1000

Redeemable: 1x per player

General terms apply

Cashback terms:

3x MCO

30x wagering

No max bet per hand

Non-progressive slots only

After the wagering requirement was completed, the player placed 55 bets on the Progressive slot "Jackpot Cleopatra's Gold," which violated the gameplay rules for the redeemed bonus. The rules remain in full effect until a payout is made or a new action is started.

You can review the full terms and conditions here:

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

Relevant Excerpts:

7.1. General Bonus and Promotion Rules

w. Once a bonus is claimed, the terms of that bonus take effect immediately and remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account. This remains true even after the bonus has been cleared from your balance. Bonus terms remain in effect after wagering is met, after a withdrawal is processed, or if the 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.

u. Tournaments, Progressive Games, the 777 slot, or any Live Dealer games cannot be played with casino bonuses unless otherwise stated.

When searching for games, there are six different sections with various game types. One of these is dedicated to progressive slots. I’ve provided a screenshot from the site where this selection is visible.

Additionally, as per our agreement, after the wagering was completed, the system issued a pop-up warning to the player, reminding them that the rules were still in effect and needed to be followed.

If you have any further questions, please do not hesitate to contact us again.

Thank you for your understanding!

Kind Regards

George Moore 

Casino Brango Management 

Thank you for the clarification, George / Brango Team.

Dear vbeaney825,

Can you confirm that you have received the mentioned pop-up message warning?

I received a pop up advising that I met the wagering amount. I never physically clicked into the progressive game option. The progressive game that they informed me I played is located in both the online slots category where I never selected outside of that category. There is nothing indicating that the game they are saying I played is a progressive game. The only way k would have known that would be if I clicked into the progressive games category which I would not do because I know I can’t play them.

I also was told after I tried to resolve the issue with the team when they rejected my withdrawal, asked how I would know what games were progressive if they’re all mixed in the same section and the customer service person informed me that I would have had to ask prior to making a game selection. They also sent me a list of all of the progressive games at that time and there were a number of games that were not even listed in the progressive section on the website.

Dear vbeaney825,

I acknowledge your point and I can agree with you that all progressive slots that are not allowed to be played with an active bonus should be kept in a separate tab and not "mixed" among other slots, however, there are a few points that I need to mention.

1. The regulation prohibiting the play of progressive slots or those featuring a bonus buy option is an industry standard rule that can be found in the vast majority of casinos.
2. You acknowledged the receipt of the pop-up warning message indicating that the bonus terms and conditions, along with the game restrictions, remain applicable even after you have met the bonus wagering requirements; these conditions will continue to affect your subsequent gameplay.
3. While it may not be the most optimal solution, the progressive slots can be identified with relative ease by the pink "Jackpot" bar displayed in the game icon, as illustrated below.

Taking all this into consideration, strictly technically speaking, the casino team is right in saying that you have breached their bonus terms and conditions, however, it appears that this may have been an honest mistake due to the possibility of mixing games.I will confer with my colleagues in the complaints department to determine an appropriate course of action regarding your complaint.

I can agree to your first and second point but to respond to number 3 "While it may not be the most optimal solution, the progressive slots can be identified with relative ease by the pink "Jackpot" bar displayed in the game icon, as illustrated below."

If that were the case, then all of the games with a "jackpot" in pink would be considered a progressive game then, and I was in violation of the terms of the bonus right away since I know that I played Cash Bandits 3, and a number of other games referencing "Jackpot". The fact is, that I would have absolutely no idea that I was breaching the contract because there is nothing to indicate the online slots category is mixed with progressive games. They should ALL be separated out so that it is clearer to the user.

Dear vbeaney825,

As I mentioned above I understand your point and I agree with you that all progressive slots that are not allowed to be played with an active bonus should be kept in a separate tab and not "mixed" among other slots. Nevertheless, despite the far-from-ideal user experience it won't be correct to say the progressive slots were not differentiated.

Additionally, there was always the option to reach out to live chat for clarification regarding any rules or restrictions.

I'm still of the opinion that it seems likely this was a genuine mistake due to the possibility of mixing games. However, it is important to note that you accepted the bonus terms and conditions when you acknowledged the popup message. From a strictly technical standpoint, the casino team is correct in stating that there has been a violation of their bonus terms and conditions.

While we generally support the idea that all restrictions or limitations associated with bonus terms and conditions should be automatically enforced at the software level to prevent unintentional breaches by players, we recognize that this may not always be feasible given the diverse platforms utilized by different casinos. Therefore, we strongly advise players to thoroughly read and comprehend the bonus rules prior to claiming any bonuses. It becomes quite difficult for us to engage with the casino team regarding any breaches of their terms when players have been clearly informed that the bonus conditions remain in effect. We will need to assess the appropriate course of action concerning your complaint.

Ok - I understand - but I will say that in an attempt to rectify the situation, the casino refunded me my initial deposit of 79.00. I am not sure what makes that fair in any sense of the word considering I only deposited money with the idea that I was able to get the bonus in the first place! So, I get my money back because I violated the terms of the bonus but I may never have even sent the casino money in the first place if it wasn't for the marketed and advertised bonus. In my opinion, the casino knows what they did and are doing. I have actually seen another complaint of a similar nature with this casino.

Futhermore, pertaining to the original complaint, I did in fact read the bonus terms and conditions and I was aware of them, hence why I did not even click into the progressives category. Based on the terms of the casinos bonus conditions, like I said before, any game referencing a jackpot would be a progressive and would violate the conditions of the bonus, is that correct? And lastly, I did reach out to the casino after the fact and when they advised me what games were progressive, there were a number of them listed that were not even showing in the progressive category section. Further confusing whether the player would be a violation or not. Should the user have to reach out to customer service every time and then save a photo of the chat log to ensure there is no issues after the fact (because you cannot access chat history once you are signed out of the casino).

Dear George / Brango Team,

I have sent you an email and am looking forward to your response.

Hi Michael,

Hi vbeaney825,

Hope you are well and safe.

Regrettably, there is not much we can do here. The player confirmed the receipt of a pop-up notification that informed them about the completion of the playthrough requirements, along with a reminder that the bonus terms (including the maximum cashout limit and allowed games) remain in effect until the withdrawal of their balance is successfully processed. Additionally, as you mentioned, there was always the option to reach out to live chat for clarification regarding any rules or restrictions.

After carefully reevaluating the situation, we acknowledge that your play on the progressive slot "Jackpot Cleopatra's Gold" was likely an honest mistake. However, as stated in our terms and conditions, which were agreed upon during signup, we must adhere to the rules.

Unfortunately, this means we are unable to reimburse your balance. That said, as a gesture of goodwill, we are pleased to offer you a $150 chip with a maximum cashout limit of $750, which is almost ten times your original deposit. If you accept this offer, I will apply the compensation to your account promptly.

Please let us know your decision, and we will proceed accordingly.

Kind Regards,

George Moore

Casino Brango Management

yeah sure that is fine at this point - I will make sure to ask live chat for further assistance for the next time I deposit and apply a bonus. Thanks for your help George and Michal.

Dear George / Brango Team,

Thank you for your response, I'm glad a reasonable consensus could be found on how to appropriately address this complaint.

Dear vbeaney825,

I understand that this may not entirely align with your expectations; however, I trust you will agree that the proposal presented by the casino team is fair considering the current situation. As I previously noted, to avoid any potential issues in the future, it is advisable to consult with the live chat regarding any games that could pose challenges, as the list of available or restricted games may evolve over time.

Please let me know if I can consider your complaint addressed/resolved or if you require assistance with anything else.

Addressed thank you

Dear vbeaney825,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru