The player from Austria has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. The complaint was rejected because the player didn't respond to our messages and questions.
Brango Casino - Player’s winnings haven’t been received yet.
Amount: €85
Brango Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hi! I paid 25 euros with a bonus and played! When I had about 400 euros in my account, I was told in the chat that I still had to make 500 transactions and that I was allowed to pay out a maximum of 125 euros! I kept playing at around 260 euros, my balance suddenly switched to 85 euros! I didn't understand Why!? I didn't get a proper response and was kicked out of the chat! I wrote 2 hours always with another employee! I kept asking if I would at least get my 85 euros that I had paid out via Skrill! There were long incomprehensible texts answers!? Then I asked again because I suddenly had 76 euros in credit on my account. Where do these come from since I paid out 85 euros! Got confusing replies again or just kicked out of the chat! Very impolite! My concern now is that I would at least like to have my 85 euros, thank you! Another note on the Casino Guru page, the description of the bonus conditions are no longer correct or not! You can pay out a maximum of 5 times! But as I said from about 260 to 85 instead of 125 after turnover is a mystery to me!? And now to 76!? I sincerely ask for further help in this described matter! Thanks and best regards!
Automatic translation:
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1 year ago
Dear ferenzano,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Got 76 euros! But not the 125 that come to 85 euros! I applied for 85 euros as described!? Kind regards!
Automatic translation:
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1 year ago
Thank you for your reply, ferenzano. Would you be so kind as to clarify which bonus you played with? If possible, please post here a link to that offer. I would like to check the bonus T&Cs.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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