The player from Saskatchewan encountered an issue where she was kicked out of the casino after making a deposit and winning. Now, she could not access her account and received a message stating that she did not have an account. We asked her for details about the games played, verification status, and whether the winnings were made with a bonus, but she did not reply. As a result, we were unable to investigate further, and the complaint was closed for now due to lack of response.
Brango Casino - Player's account appears to be closed.
Closed
Our verdict
Player stopped responding
Amount: C$50
Brango Casino
Safety Index 8.2 HighCase summary
Discussion
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1 month ago
I have put a deposit on and was playing I had won a bit then it kicked me out and everything I try to go back In it says I don't have an account with you guys but I sure as hell do so wha is going on here
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1 month ago
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.
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1 month ago
Hello,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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1 month ago
Dear player,
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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3 weeks ago
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,
Attila
Casino.Guru
