Brango Casino - Player’s winnings were cancelled.

I won a jackpot for 12000 was able to withdraw 4000 last week they make you wait a week to withdrawl and it's only 4000 a week. So I did that tried to withdrawl on the week I was able to again and there system went down chat with there online team was told it was down wait a few hours so I waited until Sunday stil not able chat again was told it was in maitainence try later. Tried again this morning and it went through so I waited a few hours no money chat again was told the payout team had alot of request from yesterday to fill. Then I got a email saying I violated there terms when I won my money so they took all my money out my account and now I have 0 dollars In my casino. Saying I played progressive games. The money I had in my casino was my money that I cleared from a bonus and made sure I cleared it I made a deposit played the new game and cleared the roll over and made sure with the chat team before I played again. And I played for a Lil while then I won the jackpot looked in my account again didn't have no rollover or nothing to clear so the money was legally mine. I chat again to make sure and I was congratulated on me winning the jackpot and was told I was clear to withdral every week until it was 0.

Dear tiptizzie24,

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

I got part of my money they just took the other 7000 saying I violated they terms which I didnt

I passed all the verification process months ago that's not the issue the issue is them taking my 7000 saying I viloted and played progressive slots. I have bills due and really depended on that other 7000

Thank you for your reply, tiptizzie24. Do I understand correctly that he casino confiscated your winnings because you played restricted games? 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.

Thank you very much, tiptizzie24, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Thanks

Hi tiptizzie24,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Brango Casino to the conversation to participate in the resolution of this complaint.

Ok thank you so much hopefully we can come to some type of resolution

Hello tiptizzie24,

Hello Peter,

I hope that you're well and safe.

Please note that we have reviewed your account and the issue you have encountered.

To start off, we see that you have deposited on the 12th of July using the bonus BIGCAT50. The terms of the promotion state that the bonus can be wagered on Non-progressive slots only and they can be seen here:

https://casinobrango.com/terms?class=bigcat50

From what we can see, you have finalized your first withdrawal request of $2,500.00 at 12:31:53 on 7/15/2023, Casino time. The second withdrawal request of $1,500.00 was finalized on 7/16/2023, and with this withdrawal, you have reached your $4,000.00 weekly withdrawal limit given that your VIP level is Silver. The details of each VIP level can be seen here.

https://casinobrango.com/vip-lounge

Given that you have submitted your third withdrawal request on the 22nd of July, in the amount of $2,500.00, you were not able to finalize it as you were still within your weekly withdrawal limits. On said day, you were able to request a total of $1,500.00. As you have decided to submit your withdrawal request for the full $4,000.00 you were required to wait until the 24th of July in order to be able to withdraw the full amount.

Therefore, the technical difficulties that indeed occurred during the 23rd of July, had no effect on your withdrawal status and limits.

Once you have submitted your following withdrawal request of $4,000.00 on the 24th of July, it was determined that you have played Progressive slots which is a violation of the Bonus Terms & Conditions.

We must also turn your attention to the fact that the Terms of the promotion remain in full effect all from the moment it was first claimed up until the the entire balance is withdrawn and a new deposit action is made.

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

7. BONUSES AND PROMOTIONS

7.1. General Bonus and Promotion Rules

w. "Once a bonus is claimed, the terms of that bonus step into effect immediately. These terms remain in full effect until a new Fund Action (Deposit or Bonus) is processed to your account and after the bonus has been cleared from your balance. Bonus Terms will remain in effect after Wagering has been met. Bonus Terms will remain in effect after a Withdrawal is processed. Bonus Terms will remain in effect after Playable Balance drops below $/€ 1. Depositing on top of your existing bonus balance does not void the Bonus Terms. Any violations of the terms while they are in effect, may result in all winnings being voided as per the Terms & Conditions. The Terms of the promotion are not in effect once a new fund action (deposit or bonus) is made at the moment the playable balance is below $1.00. Refer to the term 7.1.i."

At the moment of your withdrawal request, it was established that you have played a 485 games on Progressive slots, wagering a total of $1,543.00 in the process.

Due to the violation made, the Payments team applied the term 7.1.w. thus voiding the winnings.

We hope the explanation provided is clear and understandable enough. Should you need any additional information, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Why would I have to wait 9 days to withdrawal my second 4000? A week from the 15th is the 22nd and that day all the way until Monday your system was down causing me to be able to withdraw my money. And I also asked your chat team once I won the jackpot was I able to still play games and I was told yes just not live dealer. I also don't believe I played those game you guys are saying until Monday morning my time after I tried to withdrawal again and wasn't able too spoke with the chat team again and was told payout team had alot of payouts to process from the system being doen over the weekend so I waited and continued to play. You guys should make sure that is visible when people are claiming a bonus. If the game aren't allowed just simply blank them out like other casinos. I won 12000 dollars and if I knew I couldn't play no more until I got all my money I wouldn't of touched it times are hard for me and my family right now that was a blessing to us that came and went faster than anything in our life.

Also can you show the date of when i started playing the progressive slots as well not just how many times I played them? But another thing my weekly withdrawal was to be done that Saturday and Sunday the 22nd and the 23rd but your system was down from that Friday the 21st all the way till Monday the 24th with that being said I was still in my rights to withdrawal my other 4,000 but your system went down and we all get penalized. Also the chat team needs to be taught how to answer questions when asked and not tell the wrong information especially when a person wins a jackpot. A jackpot win should have other rules so it won't be any mix ups right now the way it is set up is to mislead us and in the end we loose out.

Hi all,

Thank you for your replies.

Dear Brango Casino team,

I have a couple of questions for you:

1. Did Tiptizzie play the progressive slots before or after the wagering of the bonus was finished?
2. Are the restricted games somehow blocked from bonus play or marked "restricted" or is there any popup warning the players that they are about to play a restricted game?

Hello Peter,

I hope you're well.

The player is blocked from playing restricted games until the wagering requirements are met by the player.

The player did play restricted games after the wagering requirements have been met.

Please let us know if any additional information is needed.

Kind Regards,

Luke Newman

Casino Brango Management

Thank you Brango Casino team for your reply. If Tiptizzie played the progressive slots after the wagering of the bonus was finished, the restricted games weren't blocked and there was no popup warning her about this, she should get paid in full.

Hello Peter,

Thank you for your reply.

We fully understand your standpoint that the violation had no impact on the previous winnings.

However, we do have to emphasize that the Official Terms & Conditions state that the terms of a promotion remain in full effect even after the wagering requirements are met. In order to maintain flawless instant withdrawals, this term must be adhered to.

Nonetheless, we acknowledge the lack of visible notifications that would prevent the player from unintentionally violating the terms of the promotion.

The case will now be deliberated by the Upper Management and the resolution will be presented here shortly.

Thank you for your understanding and patience.

Kind Regards,

Luke Newman

Casino Brango Management

Dear Brango Casino team,

Thank you for your reply. Has the management made a decision?

Hello Peter,

I hope that you are well.

Please note that the Management is yet to come to a decision regarding this matter.

We hope that you understand that the decision would be a large precedent regarding the Casino's overall operations.

I will personally see to it that the Management's decision is final by Friday, September 8th.

Thank you very much for your understanding and patience.

Kind Regards,

Luke Newman

Casino Brango Management

Hello Peter,

Hello tiptizzie24.

We hope that you are well.

Please note that the Management has concluded the discussion regarding your case. I am happy to inform you that we have agreed that the initial decision to void the winnings was too harsh and therefore, the initial decision has been overturned.

Your winnings have been returned to your account. Please note that the amount of $1,543.00 (Amount of irregular bets) has been deducted from your winnings.

The remaining amount of $5,464.20 is now fully withdrawable.

We would like to state that this is a one-time exception made by the Management, given that you are a new player at Casino Brango and we acknowledge the possibility that you were not fully aware of the Terms & Conditions that apply. However, we consider that you are now fully introduced to our T & C and that you will abide by them.

Thank you for your patience and understanding and should you need any additional information, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

I thank and appreciate you guy's and totally understand the situation and rules of the casino now. Thank you again.

Thank you Brango Casino team for reconsidering.

Dear tiptizzie24.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, tiptizzie24, 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,

Peter