The player from Italy had requested a withdrawal prior to submitting this complaint. Unfortunately, his winnings hadn't been received yet. The player had claimed that the casino was refusing his withdrawal due to a non-existent rule about using the same bonus code twice without a deposit in between. We had attempted to mediate the situation by reaching out to the casino and asking for clarification. The casino confirmed that the rules were broken, however, decided to return the winnings to the player. As the player stopped responding, we ended up rejecting the complaint.
Brango Casino - Player’s withdrawal was delayed.
Amount: €50
Brango Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 months ago
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5 months ago
Translation
I was credited with 75 free spins in my gaming account. I won 50 euros, but they took it away, justifying it by saying that I had already won with the same bonus on the 5th of this month! If it's true that you can only win once with the same bonus (I don't see that written anywhere), then why did they credit it back to my account, giving me false hope that I could cash it out? This is nothing short of a scam at my end!!!
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5 months ago
Dear andreamirandoli2023,
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
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5 months ago
Translation
I attach the complete complaint sent to the casino:
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5 months ago
Dear andreamirandoli2023,
Have you received your withdrawal from the casino yet?
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5 months ago
Translation
Unfortunately not! They state that it is not possible to get more than one win from the same code. So why do they keep crediting it to my gaming account?!!!
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4 months ago
Could you please clarify if the bonus was activated by you, or if it was credited to your casino account automatically by the casino? Also, did you use this bonus twice without depositing between?
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4 months ago
Translation
The bonus was automatically credited to my gaming account and subsequently accepted by the undersigned. I used this bonus twice in a row without making a deposit in between ( a rule that does not exist in their terms and conditions ) having already deposited several times. If this constraint really existed, I don't see how I could have otherwise played the same bonus twice! I find all this somewhat paradoxical as well as absurd. They automatically credit the same bonus to my gaming account, make me play it and then invent a rule that doesn't exist and can't be found in their T&Cs?!!
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4 months ago
Thank you very much, andreamirandoli2023, 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.
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4 months ago
Hi andreamirandoli2023,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Brango Casino to join the conversation and contribute to the resolution of this complaint.
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4 months ago
Thank you Brango Casino team for your reply and help.
Dear andreamirandoli2023,
Please let me know if we can consider the issue to be resolved.
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