Brango Casino - Player’s winnings have been confiscated.

signed up today and used my 50 free no deposit spins with "instant withdrawal" Won maybe 7$ and proceeded to run that up to $700+ Decide to withdraw as i played the full bonus and the money was "my cash" they ask me to submit verification and send my id ect. as im doing that they tell me to relog for the document system to show up, as i log back in my entire balance was removed to 0$ they are now saying ive played the casino before and violated terms ( i have not) and no longer getting replies from support. Robbed of $700

Dear millerfootball5,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please forward me the email you received from the casino after your balance was voided? My email address is veronika.l@casino.guru. Alternatively, you may post screenshots here.

Is there any possibility that someone from your household or using the same IP address has also created an account in this casino?

Am I correct in understanding that your account was blocked only after you submitted your identity documents for verification?

Have you activated any other bonus besides the 50 free spins?

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

Hello, thank you for replying. I live with a few friends and we all gamble and they all have used the site before and told me to try it out. From what I remember I only used the 50 bonus spins with instant withdrawal. And no my account was blocked after I asked what to do and they told me to submit my id to the link they sent me and the link would take me to a blank page so I told them it wasn’t working and then was told to relog on my account so I did and when I came back everything was wiped.

It is generally recommended that individuals living in the same household avoid playing at the same casino. Many online casinos explicitly state in their Terms and Conditions that creating multiple accounts from the same device or IP address is prohibited. This situation becomes even more complicated if multiple accounts have claimed bonuses, especially free or no-deposit bonuses.

Could you confirm whether you used the same device for registering and playing at the casino as your friends?

Additionally, did you make any deposits to this casino?

Dear millerfootball5,

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.

we have a ipad that we all use sometimes but mostly everyone should have only been on their own phone

Please forward me the email you received from the casino after your winnings were confiscated at veronika.f@casino.guru. Thank you for your cooperation.

Dear millerfootball5,

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.