Brango Casino - Player's winnings were confiscated.

I’m completely dumbfounded as to how this determination is being made after a seemingly unending list of formalities and additional requirements in order to verify my account that I promptly and thoroughly provided and once i was finally notified of my account being capable of crypto withdrawals and logged into my account to initiate one I checked my email and saw a notice that not only was my withdrawal declined again but that I’ve somehow broken the terms & agreements of a bonus that was sent to me along with multiple others daily by brango casino itself. Any other similar stipulations would prevent me from loading the game and display and error prompt explaining that an active bonus prevents playing this game at this time. This seems too apparent that Brango’s team is doing anything to prevent from having to payout winnings which is definitely the only thing that will prevent me from depositing anymore funds through this site or its affiliates. Surely there is a more mutually beneficial solution than revoking the entity of my winnings that I accumulated over hours of careful gameplay so that I can feel comfortable continuing to use the platform and recommending it positively to others. 

Afterthought: when I attempted to withdraw $100 i was denied because of a $156 "bonus amount" that wasn’t withdrawable. However, the cashier corner of the site very clearly lists your real balance, bonus balance, and any play through amount required and I wasn’t able to even begin the verification process until the "bonus balance" and "play through balance" were at zero and my real balance was over $50. So that was the original reason to withhold my winnings. I continued to play and luckily worked my winnings up to slightly over $400 and excitedly reattempted to withdraw the winnings under the pretense that brango would most likely want to withhold the $156 they claimed to be the bonus amount I owed them back when I tried to cash out previously. Thats when they withdrew my $400 balance leaving me with $29.99 and told me my winnings were voided and I was denied any offers of any resolution. 

attached are screenshots of some of the conversation feed’s between brangos team and myself as well as my gmail inbox and outbox to show how much correspondence occurred between them and I

Dear cslowe624,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any specific explanation from the casino which exact rule has been breached and why your winnings have been confiscated? Could you please specify which exact bonus you have redeemed and played?

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Petronela 

Yes. They said I played a "progressive win" game which wasn't eligible for the bonus I was playing with. They also noted that since it was clearly an unintentional error on my part they were going to leave me with the $30 deposit I'd originally made. They only actually credited $29.99 to my account. The bonus I was playing with was the daily 50 free spins they are sure to email me DAILY encouraging me to use them. Also, like I mentioned before the first several correspondences from them regarding my account verification and withdrawing winnings never mentioned this particular issue. Not until I got through all the other red tape and obstacles and my winnings increased to a sizable amount did this reason get brought up.

Thank you very much, cslowe624, for your reply. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino? Looking forward to hearing from you.

That’s what I said in my response email to the "management" when I first read they had voided my winnings. Most other sites tell you when a specific game must be played with a bonus or if a game is restricted by bonus. With Brango I’ve used the daily email link for 50 free spins quite frequently. They’ve never amounted to anything substantial but this time the couple dollars in winnings were used in combination with a recent deposit and resulted in the $400+ winnings. I don’t recall any notifications about restrictions on games from Brango. Honestly I didn’t even know what a "progressive game" meant until I looked it up on Google so even if that stipulation would have been made I wouldn’t have known how to differentiate between a progressive game vs not. That being said, I would have been more understanding of the situation if they had clearly stated the restrictions and that winnings would be voided if they weren’t followed and the games were labeled clearly so as to be able to tell if they were in a particular category

Thank you very much, cslowe624, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello cslowe624,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello cslowe624,

Hello Matej,

We hope that you're well.

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

On September 24th, the plyer made a $29.99 deposit and claimed the bonus STRIKE501. The bonus has the following terms:

https://casinobrango.com/terms?class=STRIKE501

As you can see from the screenshot above, Progressive slots are restricted and cannot be played with the bonus in question.

The player, after meeting the wagering requirements of the bonus, proceeded and played 95 games wagering $410.00 in the process on Aztec's Millions - Progressive slot.

Given that the majority of the player's winnings came from wagering on the restricted game, the Payments team had no other option but to void the winnings and to reimburse the deposit.

After completing the review, the Management can offer the player the following:

The player will be reimbursed with $150.05 as that was the balance on the player's account at the moment the wagering requirements were met and at that point, the player had made no violations.

Cslowe624, please let us know if this solution is acceptable to you so that we may proceed with the reimbursement. We will be expecting your reply.

Kind Regards,

Luke Newman

Casino Brango Management

Dear cslowe624,

The bonus you received is a sticky bonus, which means that the rules apply until you fully withdraw from this bonus or the bonus is forfeited. 

If the initial bonus amount has not been deducted from your account, then the suggestion made by the casino representative seems like a good deal to me.

I can accept that offer and be content with it. Thank you so much for overseeing this negotiation process and helping reach a mutually beneficial solution!

Just to confirm, that will be applied to my actual balance and eligible for redemption/cashout and not my bonus balance which will require a high play through and other stipulations for gameplay. When should i check my accounts for the credit?

Hello cslowe624,

We hope that you are well.

Thank you for replying to our offer and accepting it.

The reimbursement will come with no restrictions, however, we will insist that you withdraw your funds immediately as further play would extend the breach of Terms & Conditions.

The Management has credited your account with $150.05 and you only need to contact our Customer Service to finalize your withdrawal.

Thank you for choosing Casino Brango and thank you for your understanding. Of course, should you need any additional assistance, please do not hesitate to contact us.

Kind Regards,

Luke Newman

Casino Brango Management

Dear cslowe624,

Can you please confirm that you have withdrawn $150.05 from your account so that we can close this case?

Dear cslowe624,

We are extending the timer by 7 days.

Unfortunately, cslowe624 did not respond. However, we assume that he was able to withdraw the credited money from his account, so we are closing this case as resolved.