Brango Casino - Player is unable to withdraw winnings due to KYC issues.

Bonus got converted so I asked support for KYC policy.

He told me I was not allowed to know anything about that untiol I gathered 50 Euro on my account.

I explained that I dont want to deposit anymore unless I can KYC with the casino first, so I would like to see their policy.

I was told Im not allowed to do an deposit, im not allowed to KYC, not allowed to see KYC policy.

What the hell? Is this even legal`?

That this casino is listed as trusted is beyond me.

I have uploaded the entireconversation with support.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Am I correct in understanding that it was a free, no-deposit bonus?
• How much money did you win with this bonus, and has this balance been transferred to real money after you finished wagering the bonus?
• Please note that many online casinos with offshore licenses require KYC verification only after a first withdrawal request is submitted. If the balance is not sufficient to make a withdrawal request, the casino will not proceed with 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

The bonus is not the problem. The problem is that they refused to let me read their KYC policy to make withdrawals smoothly in advance if you read the conversation I uploaded. I also have another conversation afterwards where I have reached their requirements and then they give contradictory information to the first conversation.

I wasn't allowed to verify myself because I needed to make a withdrawal, now because I didn't request a withdrawal because I had to verify myself first. They don't have a policy you can read and that's why they claim that both are in their policy

The KYC policy, as well as all the other casino rules, can be found in their Terms and Conditions: https://casinobrango.com/terms-and-conditions

Please let me know if there is anything we can help you with in this complaint.

Dear b0red2,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru