Brango Casino - Player's withdrawal denied due to bonus rules.

I’m very disappointed at situation after speaking to a live chat agent from Brango casino. I was inquiring into why I could not withdraw any of my balance after fulfilling a bonus deposit I made. I was told the balance after fulfilling the requirement is considered bonus and not withdrawal-able. I find this ridiculous considering the whole purpose of this is to withdraw in the first place If everything is done right. This is the essence of a casino which make absolutely no sense why I’m denied any of my balance considering I risked my deposit fair and by the rules and now can’t withdraw nothing.

Hello G3000,

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? Was this your first deposit or bonus in the casino? Is it possible to forward the deposit and bonus history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick, it’s nice to get a response and I look forward to get your assistance thank you.

I verified and was successfully verified yesterday and all of this transpired as of yesterday. I definitely kept log and snapshots to get a better idea of my issue. I also made my first deposit with them in this case. I last talked to them yesterday when I was hoping to make a withdrawal

Hello G3000,

Would it be possible to forward your deposit, bonus and betting history together with any communication between you and the casino to nikolas.b@casino.guru?

I did send an email with these things? Here’s a snapshot of my email to you. Also I wouldn’t know how to pull up betting history

I have sent the email again

Hello G3000,

As I can see, the bonus you claimed is a sticky bonus - let me explain it to clarify your current situation.

For example: You deposit $100 with a 100% bonus - it means you will have $200 to play with. You have to wager this amount XX times. At the end of wagering, the initial bonus amount will be deducted from your withdrawable balance. So if you would have $80 on your casino balance after finishing the wagering, you would not be able to withdraw anything as $100 needs to be deducted first.

In your case as the bonus amount was $440, you have to accumulate a balance above that amount in order to withdraw anything. If you would currently have $550 balance, you could withdraw $110 ($550 - the initial bonus amount of $440). But as your balance is $375, your withdrawable balance is basically - $65.

Is this explanation understandable? Is there anything else I could assist you with?

I understand what you’re saying, although it took to these lengths in order to figure this out. the amount of loops and hurdles are substantial and the layout of these bonuses aren’t as descriptive where people would understand. This is incredibly unfortunate to the player in my opinion. I can’t say this a favorable outcome for anybody considering the lengths to understand a bonus considered "no rules" it’s deceiving to me and I can imagine most people.

also, if I wanted to forfeit this active bonus I would assume I have the liberty to do so correct?

Hello G3000,

Can you forward the link of the exact same bonus or any promotional offer you received in mail or other way?

And it is correct, in case you would cancel the bonus, the casino would void the winnings. You can however still continue playing with it in order to accumulate higher winnings and withdraw if you can make it high enough.

Is there anything else we could assist you with?

Dear G3000,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.