HomeComplaintsBrango Casino - Player's withdrawal is delayed due to account verification.

Brango Casino - Player's withdrawal is delayed due to account verification.

Amount: $50

Brango Casino
Safety Index:Very high
Submitted: 19 May 2024 | Case closed : 05 Jun 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

6 months ago

The player from the United States faced issues with withdrawing winnings despite the account having been verified for almost a year and previous withdrawals having been made successfully. The casino requested a video of the player holding his driver's license and a piece of paper with the date and casino name for additional verification, which he claimed to have sent. We asked for confirmation and additional information but did not receive a response from the player. Consequently, the complaint was rejected due to lack of communication from the player.

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7 months ago

I'm trying to withdraw what I won, but am being to my account needs to be verified. My account has been verified for almost a year and I've withdrawn at least 5 times already.

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7 months ago

Dear veryjeremy123,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please understand that the casino is eligible to ask for additional verification documents if necessary.

Could you kindly advise which documents the casino requested from you for additional verification?

Have you provided these documents on time and in the correct format?

When exactly did you send the last requested document for verification?

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

Best regards

Veronika

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7 months ago

I sent the documents when I first got verified. Now they want me to send a video holding my driver's license and a piece of paper with the date and casino name, which I did the day they asked

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7 months ago

As I mentioned in my previous reply, the casino may randomly ask for additional verification documents if necessary. Could you please advise if you sent the requested video to the casino?

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6 months ago

Dear veryjeremy123,

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.

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6 months ago

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.

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