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I am verified I have deposited and withdrawn many of times.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!