Brango Casino - Player's account funds have been confiscated.

My session began with me taking a 200% no rules bonus I deposited $20 in crypto the result of $60 for me to play with I was winning I hit a bonus in fortunate Buddha But was not paid the total amount It was $100 less than what it should have been I immediately contacted the support I told them about it ask them if they would please take a look at my spin history and that it would be easily cleared up if they were to do so I was told not to worry about it that they would conduct an investigation and get back to me I decided to cash out at this point I did not feel at all secure that they were going to investigate it So I figured I wanted to take my money out of the casino at which point I began the KYC and submitted documents along with picture of myself with my ID. When I checked back on the status of my verification I was told that they had found a duplicate duplicate account that had my exact information same name same address same phone number etc and that's banking would need to get back to me as to which account I would still be able to use after some time I inquired about the money in my next email I was responded to by a Leon who is a pit block pit boss who assured me that my funds were fine and that they would be released as soon as my verification was cleared unfortunately the next morning I woke up to an email that said that they had taken it taken the money Never even address the $100 bonus that was missing and said that because I was on a free bonus however I was not I'm hoping you can find a way to remedy this I did submit a complaint to ask gamblers however they said that they do not have the authority to deal with regulatory issues and suggested I try with someone else.

I am hoping you can help me meditate this. If I had another account, it was not from any fraudulent or nefarious reasons . It was a mistake I do not understand how they can keep all $684.00 over a mistake. I did not mean to use my account in any dishonest way. I definitely didn't have 1000s of dollars coming and going. If there is a way to resolve this, I hope you can find it.

Thank you ,

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.

Dear Vitamae70,

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.

• Are you aware of having opened multiple accounts at Brango Casino?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you had any remaining real money balance in your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello, thank you for the response. I do not remember opening a duplicate account. I became aware of the rules a while back regarding such a thing. So I try to be careful . I live alone, only my grandson plays games on my phone when he visits. He is nine. I doubt he would or could. I was remembering an instance where I went to a new casino online and tried to withdraw and they said I couldn't because I had an account with their casino that had another name. I thought it was unfair. Perhaps my account is under Extreme Casino and that is what they are saying. I know that the Pitt boss response was from Extreme Casino . If they share systems that would make sense but how would I know if the name is different?

As for money , only the 20 dollars they "refunded" is in my account. I tried to withdraw it and I can not.

Hello, I read the headline for this complaint and wanted to clarify that my account is open, they had it closed but eventually they reopened it with 20 dollars credit. saying they had nullified my winnings , deleted the 'other'account and refunded my $20.00

Dear Vitamae70,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Vitamae70,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Brango Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Brango Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel, nice to meet you, as well. I do understand the rules, as well as why they are the rules. However, I had no ill intentions if there was a duplicate account. I do not recall making one at all and I am almost certain that I never profited off of it. I would think it would be apparent that it was a mistake. To explain further. A few years back I had an iPhone. It was stolen and unfortunately I was not able to recover my icloud account. I often played casino games in my phone. If there is a way to see that I did not actively play on both accounts at the same time it would show I am being honest.

When the PitBoss email came in and he assured me that my winnings were safe and WOULD BE released to me, I took him for his word. I thought they checked both accounts and realized I made a mistake .

Also I am concerned that the 100 was never even checked into. If there is a " system glitch" that should have been a priority to ensure no other customers were shorted. As far as I know, it was never even researched.

I am a low amount player. If I trust or am " feeling" a casino I will deposit 20 or 30 dollars. I am not a " high baller" or whatever the term is. That is why when I win it's very exciting to me. There is no reason I would cheat. Because it would just be throwing away the little I put in. I do hope this can be resolved. That Brango stands by their PitBoss's word and gives back my winnings.

Thank you Samuel for the help and time you have given I will wIt to hear the casinos response.

Samuel,

hi this is my first complaint. I am not sure if it usually takes this long. We have been waiting almost a week for the casino to reply. I'm not sure what happens if they do not reply. Am I just out of luck then? it says they have 13 hours to reply. Thank you ,no matter the outcome, for your time.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

ok thank you

Samuel,

So they can just not respond and there is not anything to get done after? I just lose out on my winnings? Hardly seems fare at all.

Hello Vitamae70,

first of all, I would like to apologize for only getting back to you now. I was recently out of the office and have only just returned.

I understand your concerns, especially given the lack of response from the casino so far. Please don't worry, I am not planning to close the complaint just yet. Before making any final decision, I am also trying to establish contact with the casino outside of this complaint thread to see if I can obtain their position and any supporting information directly.

I will keep the complaint open for the time being and will update you here as soon as I receive any new information or if there are any further developments.

Thank you for your patience and understanding.

Hello Vitamae70,

After the completion of the verification process conducted by our Banking Department, it has been established that multiple accounts were created and used the same promotion. This constitutes a direct violation of our Terms & Conditions, which were accepted at the time of registration.

In accordance with our policy, all winnings associated with this activity have been voided.

However, the original deposited amount has been returned to your account and is available for continued play.

Kind regards,

Diego Evans

Casino Brango

Hello Vitamae70, hello Brango Casino team,

thank you both for your cooperation and provided information.

Dear Brango Casino,

thank you for your cooperation and for providing the requested explanation and supporting evidence regarding this case.

After reviewing all available information, I confirm that the evidence provided is sufficient and supports the casino’s position regarding multiple account usage and violation of the bonus terms.

Dear Vitamae70,

I understand this is not the outcome you were hoping for. Based on the information and evidence provided, we are unable to proceed further with the complaint, and it will now be closed as rejected.

Thank you both again for your cooperation.

Samuel

Casino Guru