Brango Casino - The player struggled to withdraw her winnings.

The casino sent me an email confirming my withdrawal request, now they tell me that I do not have these winnings, that is to say that I have not won and that they do not know what he told them about, they add that there is no proof that I won that amount, but I have the Proof that it is the email that was sent to me today at 9:15, that is, the confirmation of the withdrawal that I requested. I want to add that I request a fast withdrawal via bitcoins so I should have already received it, I hope you can help me since I see this action as unfair on the part of the casino

Hello San,

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.

Was this your first ever withdrawal request in the casino? Is your account fully verified and if yes, since when exactly? Can you please send the screenshot of the request or any other proof you have to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Good day, thank you for taking my case, I have made several withdrawals and all of them have been successful so far, the casino tells me that they do not know what I am talking about, they say they do not have any winnings in their record, or withdrawal request, but nevertheless I have proof of said request, please help me to recover my winnings immediately I can send you the capture as proof that if there was said withdrawal request

Can you tell me where to send the screenshot as proof that I made a withdrawal request?

Hello good day, I have sent the photo library to the email provided by nikolas.b@casino.guru, I hope you can help me this time since previously another casino confiscated my winnings and they could not help me have a good day blessings.

Hello San,

Thank you for the screenshot. However, there is not any date or amount visible to confirm that the e-mail is attached to the withdrawal. Isn't it possible to access your withdrawal history in your account and send a screenshot from there?

Good morning, I have been looking for a way to access my withdrawal history, however there is no way to do so and apparently that information no longer exists since customer service tells me that there is no record of such earnings and withdrawal request and the only proof What I have is that email and Otis where I am asked to verify my information and identification, but I do not understand why they ask me that if my identity has already been confirmed, I have even already received earnings via bitcoin. At the moment of making the withdrawal request, I do not know what else what can i do to check my withdrawal request please let me know if i can do anything else thanks and blessings

You can view the information of the email that was sent to me to confirm my withdrawal request, it does not say the amount but the date and time I received it, I hope it is helpful since the casino refuses to accept that withdrawal request and says not have anything in their records, however, this is proof that there were profits and that the withdrawal request exists, I sent the photo library to the email with the information of the date and time that I made my withdrawal request and they confirmed me with this email. I sent the photo library to nikolas.b@casino.guru

Hello San,

Could you please resend the e-mail received from the casino as an attachment? We would need to see the exact date of the e-mail.

Regards,

Nick

Hello, good day, of course I'll send it to you!

I have sent the screenshot again, hopefully it will be enough to show that there was such a withdrawal request, thank you and have a good day.

Hello San,

Thank you again for the confirming e-mail. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, thanks for your help, I know that this information is key and I'm glad I received it, I hope you can help me!

Hi San,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Brango Casino to the conversation to participate in the resolution of this complaint.

Hello good day Peter, I really appreciate your help as it would not be fair for another casino to take my winnings again, hopefully everything will be solved soon.

Hi all,

Hope you are doing well.

Please note that there really is no record of any winnings being requested, let alone processed within the time frame, no emails sent or received on such matters, and no event log records as well. The player may access the account history through their cashier to check all deposit, withdrawal, or bonus transactions up to a month back to find it confirming the claims.

Kind Regards,

Mikey

Casino Brango Management

Hello, good day, greetings to all, it is true and it is the strangest thing that in my history my earnings do not appear, well that is what the casino agents with whom I have talked have told me, all this is very strange but if not If there were earnings that I have not received, I would not be here and I would not have proof that I made said withdrawal request, how can you explain then that I have that conclusive proof?

Dear Peter,

First, I need to emphasize that any lack of amounts processed or at least requested within the time-frame is indicative enough to prove that there was no transaction pending within the time frame. Every player can check that for themselves accessing the path below using any desktop browser or the designated desktop app:

Cashier >> My Account >> Account History >> Select date range up to a month back >> Search

Regarding the screenshot, please note that this does not look anything like our payout confirmation email. Having withdrawn a couple of times with us, the player should be aware of that. Still, as suggested, we have double checked our email base and found naught resembling the provided screenshot.

We advise the user to check their email security because the provided evidence did not come out of any email exchange with us. Email security is very important in online casino business, because parties can endanger their funds when there actually is a real withdrawal request.

In case the player is worried about their email security, they may contact us to temporarily disable the account and re-verify it before the user confirms they are feeling safe to use it once again. In case no email of sorts is extended to us, we will consider the player feels safe about their email safety.

Best Regards,

Mikey

Casino Extreme Management

Hello everyone, I see that the casino insists on denying said withdrawal request and it is the same thing that the casino agents have told me at all times, but here is something real and I do not know how they can deny my winnings if I have that mail of verification of withdrawal request, it is true that said email does not say the amount but it says the day and time that match my withdrawal request, now they ask to explain that I have that email and one more thing is not justification for the answer that ah given the casino to say that that email does not stop at anything ah their emails, it does not seem fair that I wait providing the verification of said withdrawal request and the casino still refuses to accept my winnings and thus pay me simply not it's fair

Hi all,

Thank you for your replies.

Dear San,

I'm afraid at the moment there is not enough evidence to prove your side of the story. Could you please send me screenshots of your Cashier Account History and a payout confirmation email from before when you made a successful withdrawal (peter.m@casino.guru)? If possible, please send also your game history.

Hello everyone, dear Peter, that is precisely the reason why I am here, I have reviewed my history countless times and there is no information about my winnings, even there is no history of the game from which I obtained my winnings and the truth is that I do not understand what is happening here, can the casino explain how it is possible that all the information has disappeared? Regarding the email I will send you another email which belongs to a previous withdrawal request confirmation to prove that this email is legitimate from the casino, the email I have is my only way to prove that I really made a profit please help me It would not be fair that on top of taking away all the bonuses that the casino offers so that I have fewer opportunities to win, now my winnings disappear.

Dear Peter, I already sent you a previous email which was even on the same day but at a different time, hopefully this will help prove that I really made a profit and that the casino received my withdrawal request even though all this information has disappeared from my gaming history .

Hello San,

If I may refer to my previous message, you should know how does the payout request email and payout confirmation email look, both of which you will receive while in the process of withdrawing successfully.

Since both are automated emails, one containing a confirmation request for withdrawal details and when completed, the second is confirmation from our side that you have been paid, the form will be standardized. The screenshot material, however, looks nothing like the actual contents.

Also, please note that what you see in your player account history is connected to your account stats by software provider API and is not susceptible to any manual input, allowing no changes whatsoever. To sum up, once again, there was no request for any winnings and anything you've had on your balance, remotely close to the time specified was played out. Other payouts were processed fully with all promises kept and terms respected in full.

I hope this is a clear enough explanation. Please reach out in case we can help any further.

Kind Regards,

Mikey

Casino Brango Management

Hello ah everyone, I don't quite understand your answer, sorry if I am unable to understand everything, I just want to add that I sent another email to Mr. Peter of a withdrawal request which I previously made profits, I hope that will help me to verify that the email is Legitimate, it would not be fair that being a person who is constantly betting at the casino, they take away my winnings when I have managed to win and since we are in conversation, can you tell me why you have taken away all the coupons that the casino offers, thus limiting the possibility of winnings? Thanks for your attention

Hi San,

Thank you for the email. However, we still have no evidence to prove that you actually had the aforementioned balance in your account.

Dear Brango Casino team,

Could you please send San's deposit/withdrawal history and game history to my email address (peter.m@casino.guru)? All sensitive information can be blurred out.

Hello All,

First, I would like to apologize for extending wrong information. I cannot confirm whether the report did not show the information as I described or if it was my mistake in selecting the time frame properly, but a transaction actually occurred on the day the screenshot portrayed.

To continue with resolving this complaint, I must state that even though my review wrongly described the actions on the time specified, another look at player event log showed that a payout had been requested, confirmed by the player and processed properly.

Also, I must state that still, the provided screenshot is not a reply from our payments team as previously stated. Evidence of the correct email exchange, payout request, payout request confirmation by player, payout confirmation by casino, and of the payout properly processed will be provided in an email with both the moderator and the user cc-ed.

Even though the payout turns out to be processed correctly and in a timely manner (instantly, the exact day it was requested), the fact remains that in my initial review, I stated that there was no request at all. To prove that it was an honest mistake, resulting with prolongation of this thread, I have made available an exception chip for the player. The chip will be available as per player request on live chat and our 24/7 live chat support will process it as soon as requested.

As I can see, three days ago, the user managed a nice withdrawal, congratulations on that and may the streak continue. Please reach out if more information on the transaction is needed, the provided info will be sent via emails to avoid posting sensitive information.

Kind Regards,

Mikey

Casino Brango Management

Thank you, Mickey and Casino Brango for your reply.

Dear San,

I've looked at your game history. There is no trace of winnings or an amount of $2,490 before or after you made the withdrawal of $100,16. I'm afraid there's nothing we can do. There is absolutely no evidence suggesting that you ever had $2,490 in your account nor that you made a withdrawal of this amount. Unfortunately, your complaint will be rejected. If you disagree with our decision, I recommend you to turn to the Curacao Gaming Authority and submit a complaint to them (https://verification.curacao-egaming.com/validateview.aspx?domain=casinobrango.com). I wish I could be of more help.

Best regards,

Peter