Brango Casino - Player’s winnings haven’t been received yet.

I made a deposit without using any coupon, but my winnings were eliminated. The reason given to me was that I had 10 free spins, which prevented me from playing with my cash. I played the free spins and my winnings from the spins were a little over $1.00 and few cents. As far as I know, when you play and your bonus falls below one dollar, it automatically gets eliminated and any subsequent winnings are yours. In the end, I continued to play with my cash and my winnings were as previously mentioned. The casino eliminated them at the moment I made the withdrawal. I don't believe this to be valid or fair. Could you please help me?

Dear Sanjlugo,

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

the reason for my complaint is because they denied me the withdrawal and eliminated my earnings, also casino brango always pays me in minutes through bitcoins

Thank you very much for your reply, Sanjlugo. 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.

Good evening, of course, in a moment I'll send you all the information I have on this matter, thank you. I appreciate your help.

Please note that I haven't received any emails with the requested information.

Dear Sanjlugo,

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.

Hello, thank you for your patience, I have sent all the information and E-mails for withdrawal verification rejected without justification by Brango Casino, I hope you can help me to receive my winnings soon.

Thank you very much, Sanjlugo, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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.  

good day, thanks for your support

Hello Sanjlugo,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Brango Casino to join the conversation and participate in the resolution of this complaint.

Dear Brango Casino,

Can you please provide further information regarding the player's use of the bonus and subsequent deposit? What were the requirements to complete the bonus and were they met before the deposit was placed?

Kind regards,

Adam

Hello Adam,

Hello sanjlugo,

We hope that you are well.

Please note that we have reviewed the player's account and grievance.

On August 3rd, the player's winnings were voided due to mixing funds, namely a free promotion with a deposit. According to the Terms & Conditions of Casino Brango, a player is not allowed to mix funds.

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

7. BONUSES AND PROMOTIONS

General Bonus and Promotion Rules

d. "Promotions cannot be combined unless otherwise stated."

i. "You cannot make a new deposit, claim bonus or free promotion, until you have played through your current deposit, bonus or free promotion. Your balance needs to be below $/€/AUD 1 before a new deposit, bonus or free promotion may be made, claimed or redeemed."

The player had a free spins bonus active on the account and at that moment, the player made a credit card deposit of $40.00. Please see the screenshot below.

Due to the violation made, the Management voided the player's winnings and reimbursed the $40.00 deposit.

We hope that the explanation provided is clear and understandable. Please let us know if any additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Hello Brango Casino,

Thank you for your response. Can I ask you to please clarify the following -

• What was the total amount of winnings confiscated from the player?
• Did the free spins bonus have any wagering requirements, and were they completed?
• What was the amount of winnings from the free spins bonus, before the deposit was made?

Kind regards,

Adam

Adam, sorry for the interruption, you need to know that I didn't know I had a free spins bonus, 2 my balance was only a few cents, 3 when I started playing with my deposit the free spins came in, so how to play with my deposit yes The free spins didn't allow me? And 4 free spins only gave me very little profit and at the end of this bonus I started playing with my deposit, now that I explained to the casino what was the violation that he says? If players cannot deposit with an active coupon, then why does the casino allow it? That's playing dirty to be able to confiscate any winnings and don't stop me, should the system automatically restrict a deposit if there are any spin coupons or free chips active, I hope you can help me, thank you

Thank you for the additional information SanjLugo.

Are you stating that the deposit was made before you used the free spins?

Also, you state that you were unaware of the free spins bonus, but it seems to have been activated by entering a bonus code, is that not the case?

Kind regards,

Adam

He stated that when I made my deposit there was no balance in my account and he also stated that he did not know that there were free spins available in my account, at the time I wanted to start the game the free spins would not let me, I wanted Candelario even those milestones to only I played with my deposit and the casino didn't allow me, when I clicked cancel it told me that it couldn't be cancelled, so I took the spins which didn't give me much, so the coupon was broken when the winnings of the casinos were reduced by less than a dollar. spins, it was so I continued playing with my deposit which they confiscated my winnings and only returned my deposit

And if it also stated that the deposit is made before using the free spins! And I didn't enter any bonus code, those spins appeared the moment I started playing

Thank you for clarifying the situation, SanjLugo.

The problem is that if you use a bonus, the wagering requirements attached to it must be met. Otherwise, any subsequent deposit will have the same conditions applied to it. If you have not finished the requirements for the free spins before depositing and playing, the funds would indeed have been mixed.

Dear Brango Casino,

The player states that they were unaware of the bonus when they made the deposit, so can you please clarify which bonus was used, the wagering requirements for it, and if there is some way it may have been credited automatically (i.e. after registering)?

Kind regards,

Adam

Hello Adam,

The bonus that was used was a Loyalty Reward. This bonus is provided by the Casino in the "My Rewards" section and the player has to redeem the bonus through said section, otherwise, it will not be added and it will expire by the end of the day. Here are the terms of the bonus:

We can see that the difference between the moment when the deposit was credited and the free spins were claimed is roughly 20 minutes so we can understand that sanjlugo could have made the oversight of not noticing the bonus initially, however, we believe that the player should have and did notice the funds being mixed. The proper course of action was quite simple - Contacting the Customer Support team in order to remove the bonus and credit it again after the deposit has been played through and the balance was cleared.

Please let us know if any additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Thank you for the information, Luke and Brango Casino.

I do have a couple more questions, just to be sure I understand completely:

• Were the bonus spins credited and visible/available to the player before the deposit was made?
• Assuming that the player used the spins first, were any winnings accumulated that would require wagering? Or was the bonus lost and then the deposit used?

Kind regards,

Adam

Hello Adam,

The player had remaining wagering requirements of $36.40 at the moment the free spins were completed. At this time, the deposit was already mixed with the bonus.

The bonus was indeed visible to the player and we can show an example of how it looks like when a bonus is on an account:

You may see in the screenshots above that when a player has an active free spins bonus on his/her account, the system will always redirect the player to the game where the free spins are active.

Secondly, it is clearly presented in-game that there are free spins active.

Lastly, in the lobby - homepage, at the moment the player logs in, the first screen has a PLAY NOW button that will lead the player to the game where the bonus is active.

I hope all the information you need have been provided. Of course, should you need any additional info, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Sorry for the interruption again, I'm sorry to have to clarify something, my home screen did not show any active free spins bonus, that's why I made deposit 2 if there was already an active free spins bonus in my account, As the casino representative says, it would have been shown at the time I started the transfer 3 at the time of playing the spins that the system did not allow me to cancel the winnings were very few 4 oh my knowledge when a bonus drops less than a dollar automatically is voided and if after being voided you make a good spin winning a large sum that is already yours and you have no withdrawal limit, can the casino please demonstrate with screenshots my start of transfer where the bonus said to be active before making my deposit ?

Hello Luke and Brango Casino,

Thank you again for your prompt responses and explanations. I now have one further detail to clarify - you stated that the player had a wagering requirement of $36.40 at the time the free spins were completed, would I be correct in stating that the player's winnings from the bonus (which had 40x wagering) totalled $0.91?

Kind regards,

Adam

Hello Adam,

Hope you're well.

This is indeed correct. The player did win $0.91 from the free spins in question. The wagering requirements were therefore $36.40.

Please let me know if additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Hello Ah everyone, a small question can the casino explain how this works? Ah my understanding, when the balance drops to less than $1.00 the coupon automatically breaks and the player's winnings no longer have restrictions oh limit, that is to say the rules are no longer there that is why it gives you the option to withdraw automatically without limit, no Is this a representative of the casino?

Hello Sanjlugo,

From my understanding of the terms, you are prohibited from making a deposit or activating a new bonus until the wagering requirements for the current bonus are completed and the balance is less than $1 (so you have either made a withdrawal or lost everything).

While your winnings were less than $1, the wagering requirement had not been completed, so by making a deposit you have mixed the funds.

As this is an unusual case, we are going to discuss it at our weekly management meeting tomorrow, and I will post our conclusions shortly afterward.

Kind regards,

Adam

Hello Adam, I just want to make it clear that I did not mix the bonus with my deposit, in this case it would be the casino that did it, because when I made my deposit it had not said active free spins coupon, that was visible until after my deposit, this being the case, I believe that the one who is playing dirty is the casino since when I wanted to play with my balance, those spins did not allow me to do so and if the casino denies it, please show my login with those active spins before making my deposit, so that this is cleared correctly

Dear Brango Casino,

As mentioned we have discussed the case in our weekly meeting, but it was determined that we would need to see the player's betting/game logs, starting from the time the bonus was claimed, to enable us to draw the fairest conclusion.

Can you please provide this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hello Adam,

I hope you're well.

Please note that the player's gaming report has been sent to your personal e-mail address. The report encompasses all bets from the moment the free spins bonus has been redeemed until the moment the player's withdrawal request was denied.

Sanjlugo, please note that we have sent the same report to your e-mail address as well.

Please inform us if any additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Hello, I have not received this information yet! But I suggest that you please send evidence that when I entered the casino before making the deposit the free spins coupon was already active, I think it will be impossible to verify that since the casino mixed the bonus and once I made the deposit and that stop playing something dirty, it's not fair I think!

Thank you for the information provided, Brango Casino.

Dear Sanjlugo,

Can I ask you to please confirm the disputed amount, it seems you have stated it to be $16,059 when submitting your complaint, but according to your game logs the winnings were $160.59?

Kind regards,

Adam

Hoka, if I think there was an error when indicating my earnings, the correct amount is $160.59

Dear Brango Casino,

Please see my response via email.

Kind regards,

Adam

Hello Adam, excuse me, can I know the resolution of the case, oh there is no resolution yet?

Hello Sanjlugo,

I am still waiting for a response from the casino via e-mail, I will post as soon as I have an update for you.

Kind regards,

Adam

Hello Sanjlugo,

Hello Adam,

Hope you're well.

Please note that after the suggestion Adam and Casino Guru made and as they pointed out that the winnings from the free spins were under $1.00, The Casino decided to reimburse your winnings to your account.

We do have to remind you that as your original $40.00 was reimbursed and spent, $120.59 was now reimbursed to your account.

We hope that you find this solution acceptable and that we may consider the issue resolved.

Should any additional information be required, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Hello, thank you very much, I greatly appreciate it!

I have another problem with the casino, I started playing with my winnings and I won a little more, the total I made the withdrawal was $200.17

They canceled my winnings again and I was only able to withdraw $120.59, can you give an explanation of what happened?

Dear SanjLugo,

Thank you for the additional information, I have asked the casino to explain the situation.

Kind regards,

Adam

Hi Adam, thanks for your help on this case.

Hello, good morning, is there any information about the casino?

Hello sanjlugo,

We hope that you are well.

Please note that the cashout limit was capped due to the fact that the funds that were returned did not come from a single fund action. Namely, the Casino provided an exception by returning the winnings that were acquired by mixing the free spins promotion and your deposit.

By allowing further play, the violation is then continued. Therefore, the returned funds were not playable and are only cleared for a withdrawal.

As we are able to see, you were able to withdraw the initial returned funds.

Kind Regards,

Luke Newman

Casino Brango Management

Thank you for clarifying, Luke and Brango Casino.

Dear SanjLugo,

Can you please confirm that you have withdrawn the winnings and the matter is now resolved?

Kind regards,

Adam

Hello, good day, I have not withdrawn the total $200.17 yet, the reason is that the casino voided my winnings again! I hope you can help me, thank you.

Hello Adam,

Hello Sanjlugo.

As stated above, you were allowed to withdraw the initial amount that was returned to your account - $120.59.

On September 21st, 11:26, Casino time, your withdrawal was successfully finalized.

Thank you for your understanding.

Kind Regards,

Luke Newman

Casino Brango Management

Hello, if I agree, I withdraw $120.59, but my winnings were $200.17 but just like before they eliminated them, leaving me only $120.59 and I played with my balance already won, there was no reason for them to cancel my winnings again.

Hello all, apologies for my delayed response.

Dear Sanjlugo,

While I can understand it is frustrating having the winnings capped, the casino has in this case made an exception by returning the winnings of $120.59 to you. This is because although you were in breach of the terms and conditions when you made the deposit on top of your active bonus, the casino fairly assessed that no advantage was gained on this particular occasion. I therefore think that it is reasonable that they would expect you to withdraw only the winnings of $120.59. As you have now done so, I believe it fair to consider the complaint to now be resolved. Please let me know if you agree.

Kind regards,

Adam

Hello, very good, the case being closed, thank you very much, everyone for your help, I hope you have a great day and blessings.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Sanjlugo, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam