Brango Casino - The player struggles to withdraw his balance.

I made a deposit of 100E and got the 500% low-wagering bonus. The requirement for the wagering was x10 the deposit amount. I managed to meet the wagering requirements x10 and win the bonus. The amount was transferred to my Real Balance and was also shown as a Withdrawable amount. I verified my account successfully. When I asked for a withdrawal of 100E, the withdrawal request was rejected several times and they told me that this was bonus money. I insisted that this was not bonus money anymore because I have met the wagering requirements! Their own system characterizes the amount as a real balance / withdrawable amount. Also, I didn't exceed the Max Cashout amount of the bonus which was x10 the deposit so it was 1.000 euros. I also spoke with the live support and then Pitboss and both of them insisted that when I ask for a withdrawal the bonus amount is removed. I replied that this is not a bonus amount anymore, it is a real balance because I have met the wagering requirements! I also asked Pitboss what the example that they give in terms exactly means "For example, if you deposit $/€/AUD500 and receive a $/€/AUD250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received." From my understanding, I can cash out an amount less than the bonus as for the example 249E and as for my example less than 500E that was the bonus so I could request 499 or less. I didn't get a reply about this from Pitboss since then.

Hello GolDj,

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 is yes, since when exactly? When was the last time you spoke to the casino and what was it about?

To explain the situation a little better the bonus you claimed is called "sticky bonus". This means that once you request a withdrawal, the bonus amount you received at the beginning will be deducted from your final balance.

For example if you did claim 100€ with 500€ bonus, you need to have at least 600€ balance on your account in order to withdraw 100€ as the 500€ you received at the beginning will be deducted.

Looking forward to your answer.

Regards,

Nick

Γεια σας κ. Νίκο,

ευχαριστώ για την απάντηση σας. Απαντάω αμέσως στις ερωτήσεις που μου κάνατε:

1) Η επαλήθευση του λογαριασμού μου έχει γίνει ήδη, από τις 23/01/2023

2) Τελευταία φορά έστειλα ερώτηση μέσω email στον Pitboss στις 30/01/2023 αλλά δεν έχω λάβει απάντηση από τότε.

Κατανοώ αυτά που μου αναφέρετε περί sticky bonus, σας έστειλα ακριβώς το στιγμιότυπο οθόνης με τους κανόνες του bonus όταν το διεκδίκησα. Στο στιγμιότυπο δεν αναφέρει πουθενά ότι είναι sticky bonus.

Με φιλικούς χαιρετισμούς,

Γιάννης

Hello GolDj,

Yes, it is true that the term is not directly visible in the bonus but at the bottom you can find "Other General Terms apply" which means that every other term from here applies https://casinobrango.com/terms-and-conditions#7

It is a common thing in many casinos as the bonus would look otherwise look hilarious with that much text.

You can also find the specific term regarding the withdrawal there:

"7.1.13. Upon requesting any withdrawal (regardless of the number of deposits), any amount up to the equivalent value of the deposit bonus will be deducted from your balance or winnings prior to settlement. For example, if you deposit $/€/AUD500 and receive a $/€/AUD250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received."

As it is in their general bonus terms, it applies to every single bonus you claim on their website. Unfortunately even if it's not entirely bulletproof case, the casino has done nothing wrong this time.

Is there anything else we could assist you with?

So it is moral and correct for you the casino to write everything on the first page of the bonus, max cashout wagering requirements, etc, and not to write that you can't withdraw even after wagering requirements are met. My complaint is at least for the way this casino advertises the bonus and just writes general terms at the end, deceiving this way the clients that obviously will not read all their general terms before playing! Especially when these terms are in a black and white font, that after reading 50 lines you feel dizzy and find it very hard to continue reading. And also when they give an example that does not make sense at all in their terms, even pitboss couldn't explain it. The majority of casinos after the wagering requirements are met let you withdraw the amount. What this casino does is ridiculous! How you should know about this hidden general term? I think you should consider at least changing your rating for this hidden term and warn people. Finding a perfect score from your review is completely misleading, you don't expect to find out such knavery with a perfect rating that you have given. The casino is far from perfect for finding this way to befool people!

This is how the bonus should be. This was not in my case.

Hello GolDj,

I've checked the bonus too but it still doesn't mean the player should not read the terms and conditions.

By registering in any online casino, the player agrees with those terms and should read it just as you would read any other contract you signing.

This specific casino has all bonuses "sticky" that is why they apply the term in general terms and not in every bonus separately.

It would be a much different case if they would not state that the general terms apply or if they would not have the term at all but we can't punish or consider it as unfair in this case.

Is there anything else we can assist you with?

Dear GolDj,

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.