Brango Casino - Player's winnings significantly reduced.

I had a free spins bonus based off my deposits earlier and it had a $50 max cash out. I made it through the play through with $252. So they took the $202 to leave me with my max cashout of $50. I used that $50 to continue to play (since it was now clean money) rather than withdraw and deposit again. Especially since you can only withdraw once a day there. I won and then I went to withdraw $1300 and they took $1612 from me and said it’s cause max cash out is $50. I told them I understand that’s why I’m not mad about the $202 but now you’re taking away these winnings that are not tied to a coupon. I keep explaining that to them and they don’t seem to understand and now I’m beyond furious because now they are stealing my money from me

Hello samueljbeatty,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Brango Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you ever deposit into the casino? Was the balance capped right after finishing the wagering requirement? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I am verified I have deposited and withdrawn many of times. I spend a lot of month there. The second I hit the wagering amount they deducted the $202. I’ve been in conversation with them today however they aren’t the brightest people

Do you have a ballpark idea when you will be able to let me know next steps

Hello samueljbeatty,

Is it possible to also forward your betting history with the visible remaining balances to nikolas.b@casino.guru? The casino should definitely not cap your winnings twice. If the amount was already deducted one, the remaining balance should be considered as real money without any further limit.

Emailed over to you

Was this received??

Was this received I sent it a week ago?

Thank you samueljbeatty for all the information provided. It is not exactly the history I was expecting but it clearly shows the 2 deductions. To gather more information from the casino regarding the case, I will be now forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you looking forward to getting this resolved as it’s been more than a week already

Hello there,

Thank you samueljbeatty 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 reduced and what can we do to help resolve this issue.

Thank you!

Greetings all,

Hope you are doing well.

Upon checking the user account we found that the player played with the loyalty reward (40 free spins) with the max cashout limit of $50.

40x WG

$50 Max Cashout

NP Slots (excluding 777), Video Poker, BlackJack & Keno

$10 Max Bet per Hand

After the player finished the wagering requirements on 3/27/2024 at 00:42:42 the system removed the amount above the max cashout limit automatically ($202.88 and left $50 on the balance).

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

7.5. Standard Free Spin Coupon Rules

a. You are required to wager 40 x the value of the free spin winnings.

b. You may withdraw a minimum of $/€/AUD50 and a maximum of $/€ 50 on free spin unless stated otherwise in the promotion.

c. Upon meeting your wagering requirements, any balance in excess of your maximum cashout limit will be removed from your account automatically.

d. Each coupon code has an expiration date. Make sure that you use the coupon code before it expires. All coupons have 7 days expiration day from date redeemed

The player continued to play after that and earned $1,612.36 more. On 3/27/2024 at 02:44:31 the player made a request for withdrawal of $1,300.00 and the withdrawal was rejected due to max cashout limit rule. The excess balance of $1,612.36 was removed and the player withdrawn the winnings of $50 on 3/27/2024 at 04:44:39.

Best Regards

George Moore

Brango Management

So you deducted me the $202 to get me to the max cashout and instead of cashing out since you only allow players to cash out 1 time per day, I decided to use that $50 to continue to play rather than withdraw then have to deposit it right back which makes 0 sense. So you are punishing me because I decided to continue to play at your casino?

If I would have lost that $50 would you have given it back to me? You already took $202 which was the excess but that wasn't enough you had to take my $1600 too after for a total of $1800+?

And no I’m not doing well as I have been a loyal customer only to have you guys be dishonest and shady

Hello Peter just wanted to follow up and see where we3 stood with this?

Brango how about we come to a resolution so we don’t have to continue on with this because honestly I enjoyed playing at your casino still have been but if you really end up taking all $1800 that’s absolutely Terrible and that will be the end of me even playing a penny there plus this will just continue on. Between the 2 times it was just over $1800 how about we split it. Cash me out 900 or deposit it into my Brango account and we go on happy. How does something like that sound?

Peter it has been a week what’s going on?

Come on Peter

Peter what the heck is going on it’s been over a week

Peter it’s been 10 days

I apologize for the delayed response. Dear Brango Casino representative, would it be possible to provide me with a betting history of the player for a review of the situation? You can provide any supporting evidence to my email (peter.c@casino.guru). Thank you in advance for your cooperation!

Hi Peter,

Hope you are doing well.

As per your request, the email with requested information`s were sent to your personal email.

If you need any additional information`s, please do not hesitant to contact us again.

Kind Regards

George Moore

Casino Brango Management

Peter where are we at on this?

I apologize for the delayed response, I am currently on sick leave.

I am in contact with the casino representative directly and will update you about any further developments. Thank you in advance for your patience!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Peter,

Hope you are doing well.

We already replied with the requested information`s. Could you please check the requested information's? If you still haven`t received them, please us let us know so we can re-send you on your personal email.

Thank you for your understanding!

Kind Regards

George Moore

Casino Brango Management

Pretty unbelievable you guys treat your customers this way. Especially ones that have shown loyalty. Try to scheme them out of their hard earned winnings

Dear Brango Casino, I have sent you an email requesting additional clarification. I will resend it once again and I'm looking forward to your response. Thank you in advance!

What was their response? This is ridiculous they treat customers as they are

Peter, could you please take a moment to check your email? We've responded to your earlier inquiry.

Should you need any further clarification, feel free to reach out.

Kind Regards,

George Moore

Casino Brango

Peter can we get an update please

Peter can we get an update we’ve been waiting on you

Peter come on buddy can I get an update

Dear samueljbeatty, I apologize for the delayed response but I wanted to discuss this issue with my colleagues. As mentioned previously in the complaint you have played your free spins and finished the wagering requirements which led to the first capping of the winnings. The casino representative explained that even though the winnings were automatically capped the bonus rules are still in place until you make a withdrawal or additional deposit. From the complaint, it seems you were not aware of this fact and were no way warned about the bonus rules still being in place and continued to play with your funds.

This has created a trap for the player and we would consider this unfair and against our Fair Gambling Codex. We strongly recommend the casino put any type of warning or popup to inform the players that after they finish wagering the bonus rules are still in place until a withdrawal or a deposit to prevent situations like this in the future. The casino has acted according to their terms and conditions so I do not think I will be able to assist with the recovery of the confiscated funds but the situation that arose is very much against the spirit of fair gambling and we will close this complaint as 'Against Fair Gambling Codex' if a compromise can't be achieved. Thank you for your understanding!

Thank you Peter - I appreciate the follow up and help on this. Brango I would be happy to come to a resolution as I really do enjoy playing at the Casino and I want to keep playing there. I know earlier I offered a 50/50 split which I thought was fair for both sides, not sure what you think of that or if you have something else in mind?

Hi Peter,

Hi Samuel,

Hope you are both well.

I would like to build upon this:

From the complaint, it seems you were not aware of this fact and were no way warned about the bonus rules still being in place and continued to play with your funds.

This has created a trap for the player and we would consider this unfair and against our Fair Gambling Codex. We strongly recommend the casino put any type of warning or popup to inform the players that after they finish wagering the bonus rules are still in place until a withdrawal or a deposit to prevent situations like this in the future.

I would like to bring to your attention the procedure regarding the completion of playthrough requirements on our platform.

Please be informed that upon fulfilling the playthrough requirements, players are promptly notified via a pop-up message confirming the completion of the playthrough, along with a reminder that the bonus terms(including: Maximum cashout limit, Allowed games) remain in effect until the withdrawal of their balance is successfully processed. Additionally, it is imperative to emphasize that players must expressly agree to these terms to proceed with their gameplay.

Peter, I urge you to review your email inbox, where I have forwarded a screenshot that shows the player's interface upon meeting the playthrough requirements.

I trust that this provides a clearer understanding of the situation at hand, and hopefully you'll reconsider your decision.

Should you need any further information, please don't hesitate to reach out to me.

Kind Regards,

George Moore

Casino Brango

George -

For someone reading that POP UP I took the withdrawal as the initial $200 that you guys already took from me. I thought that then made it a clean slate. Now that I see it doesn't, tell me why do you even let someone keep playing? Is it because you are setting a trap for them to lose their money so you don't have to payout? Because I see no reason why anyone would continue to play, what kind of company does that? I do admit I obviously never read the terms and fine print but I also thought you weren't shady and manipulators, but you guys set me up. Either A. I lose the money or B. I do what I did win $1600 and then you just take it anyways. There is no winning in that situation for anyone but the Casino.

I spend a lot of money with you guys and I felt as though what I offered seemed fair for both. Because I didn't read the terms and you guys put me in a lose lose situation. Please reconsider what I had proposed or something that you feel is fair. I do like playing at your Casino but my continued play depends on how this is handled. I have done nothing but praise the casino in reviews and message boards the last thing I want to do is explain how I was duped by a rule that ONLY benefits the casino.

I do appreciate the time, I really hope we can get this taken care of ASAP as we just hit the 2 month mark.

Thank you for providing me with the clarification Brango Casino representative.

Dear samueljbeatty, I have received an example of the popup you would receive after ending the wagering requirements. As mentioned in my previous message, this is not ideal but you were informed clearly about the bonus rules still applying until a withdrawal is requested. It would be ideal if this process was automatic and after you finish wagering and your winnings are capped your money is free to spend but there are technical limitations due to which this may be not achievable. As the casino made the effort to inform you about the situation and you had to read and agree with the popup unfortunately we are not able to do anything else in this case. I am sorry I can't be of more help on this occasion.

As I mentioned looking back now I thought that was a pop up stating why they took the $200 not moving forward. Like I said previously, why would they even let you play? That is the part that I’m having a tough time with.

Brango this is extremely frustrating because I feel like you’re taking advantage of me as well as other customers by letting them essentially either A lose money or be win money to only take it away. I really hope you guys can do something to help Eliminate this bad taste I’m left with because like I said I like playing with you guys. I’ve spent a lot of money with you and continue to want to play but if nothing can be done I don’t see how I could ever spend another dollar with you guys.

Brango - are you just going to ignore me? If that’s the case at least just tell me so I don’t keep checking back for a response. However I hope that’s not the case and you guys find something to do right by the customer whose been loyal to you

Dear samueljbeatty, as explained earlier the casino acted within its terms and conditions and made an effort to inform you about the bonus rules still being in place after finishing the wagering requirements. I understand your frustration but unfortunately, we're unable to assist further and will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter