Brango Casino - Player's winnings have been confiscated.

They took out some fack rules the first 100 and then so game a re block whit bonus but once I did the wagering and all the things ask they gave me accès to.be able to tell me.you violations we taken all uour money 220$

Dear Stephinsane,

Thank you very much for submitting your complaint. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need more information. Could you please elaborate? Do I understand correctly that the casino accused you of breaching bonus rules and confiscated your winnings?

I will be waiting for your reply patiently.

Best regards,

Kristina

What information you need

Thank you for your reply, Stephinsane. Maybe you could start by answering my question.

I play game and all the game that are exclude from the bonus cant go in .

One game sounds interesting i press they let me in play avfew round like max 10 didn't like didn't win .

Change game to à nother one and win a lot do my wagering in this game .

Ask for wildraw my verification already done the accepted my request and few minutes later cancel it

Saying in there's casino the bonus amount cant be wildraw event if you didn't wagering (by the way in play 2 day to do that ) itsbin ours rules blablabla ok

Try ti wildraw the rest and accept then refuse again Sayings that i. Play on a game thats not accept in promo .

But you let me in im supposed to remember all the game normally wen you go in there a message cant play not in promo etc .

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Done thanks for your time this casino always find something to not pay the wildraw

Thank you very much, Stephinsane, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Stephinsane for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Brango Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Please and again thanks for your time

Greetings all,

Hope you are doing well.

After conducting a thorough review of the player's account, we have identified a violation of the terms associated with the coupon STRIKE501, specifically related to playing a restricted game—777 Slot.

The promotional terms explicitly state that this game is not permitted under the coupon's usage guidelines, which were readily accessible at the Cashier for the player’s reference. The relevant terms for the coupon can be reviewed here:

https://casinobrango.com/terms?class=STRIKE501

Key terms include:

• Wagering Requirement: 10x Deposit + Bonus
• Maximum Cashout: 5x Deposit
• Allowed Games: Non-progressive Slots (excluding 777)

While the player initially adhered to the allowed games (non-progressive slots) up to their first payout request—which was declined due to the bonus amount being non-withdrawable—they subsequently engaged with restricted games. This breach resulted in the rejection of the payout request and the forfeiture of winnings by our Payment Manager.

It is worth noting that upon completing the playthrough requirements, the player received a pop-up notification reiterating the bonus terms, including maximum cashout limits and allowed games. These terms must be agreed upon before continuing gameplay.

However, upon reassessing the situation, we decided to make an exception and reinstate the player’s winnings. The violation was minor, and the majority of the disputed wagers resulted in losses. After necessary adjustments, the reinstated withdrawable balance is as follows:

• Original Removed Amount: $213.59
• Non-withdrawable Bonus Deduction: $112.70
• Deducted Deposit Amount (processed back and subsequently lost): $20.00
• Net Withdrawable Balance: $80.89

This amount has been credited back to the player’s account, and they are now welcome to request a payout. Please note that the reinstated funds are not playable and must be withdrawn.

@Stephinsane: Kindly proceed with requesting a payout for the credited amount.

@Peter: I’ve forwarded all pertinent details to your email. Please confirm once the player acknowledges the reinstated balance, so we can hopefully bring this complaint to a close.

Should you have any questions or require further clarification, please do not hesitate to reach out.

Best Regards,

Thomas Roberts

Casino Brango

Thanks Brango love the website

See me soon back on your platform

Thanks guru for your time and your wonderful work .

Dear Stephinsane, did you agree to this resolution and we can consider this issue resolved? Thank you in advance!

Yes

Dear Stephinsane,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 https://www.trustpilot.com/evaluate/casino.guru. 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, 

Peter