Brango Casino - Player’s winnings have been confiscated.

I won 100 from a free spin bonus. They told me I could only keep 50 due to the terms of the bonus. Which, ok, fine. So, I try to withdraw the 50 but they made me deposit 20 in order to withdrawal my money.

I deposited 20 and won from that. Now they have voided everything I won because I cancelled my withdrawal? It is the most arbitrary and insane, severe punishment I've ever heard of.

I'm baffled and confused and feel... robbed.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Brango Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you received any justification from the casino about why your balance was confiscated?
• Have you contacted the casino yourself and asked for an explanation?
• Is your account accessible to you? Can you log in?
• What games did you play to wager through the bonus? (slots, live games, betting on sports)
• What games did you play after the wagering of the bonus was complete?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Have you received any justification from the casino about why your balance was confiscated?

They claim I was in violation of the following arbitrary, buried clause:

"7.1.9. You cannot make a new deposit, claim bonus or free promotion, until you have played through your current deposit, bonus or free promotion. Your balance needs to be below $/€/AUD 1 before a new deposit, bonus or free promotion may be made, claimed or redeemed."

This clause is not given justification. Also, when I reached out to their chat about why my initial withdraw was denied - and told I had to deposit to get my withdraw - they did not make explicitly clear this bizarre policy. Clear explanation was withheld.

Further, I was FORCED to deposit - ostensibly in order to withdraw - after winning my bonus money... and therefore forced to mix my bonus winnings with my deposit money.

In my account, I was given a "real money balance" at no point did my balance from bonus winnings show as separate from my "real money balance"... If "real money" is distinct from "bonus winnings" then they should simply be kept in separate accounts, no? Why is the onus on the player to figure out this esoteric and punishing systemic issue. It seems to lack any logic outside of being employed to strip players out of their winnings. Simply put, why else would it be there?

Incidentally, I had cancelled the withdraw to withdraw a larger sum. If I had realized they would void my entire winnings - returning the initial 20 dollar deposit - then I obviously would not have cancelled the withdraw. But, quite simply, this alleged rule seems like nonsense designed simply to cause misunderstandings and void winnings. In fact, I still don't really understand the rule - would my winnings have been voided if I didn't cancel the deposit because I had simply withdrawn - or would they have been voided for having the audacity to gamble my deposit before the withdrawal went through?

If cancelling the withdraw is somehow the issue - and I still do not understand how or why it is - then isn't the most fair resolution to restore the 50 and any winnings subsequent to the cancelled withdraw? Merely cancelling the ones that were won on bets with "mixed funds"?

It does not seem that fairness was the goal - in any shape or form - and it does not seem that this rule has a fair, legitimate reason for existing. Nor was it properly highlighted by chat PRIOR to making my deposit to withdraw my funds. I was given no reason why the rule exists. It seems to be completely arbitrary. As I pointed out, who would want to gamble at a casino that treats it's ostensibly valued clientele so shabbily - and dishonest?

They did restore my 20 dollar deposit, but that is no sign of good faith. Given that Casino Brango has a high minimum withdraw (50 dollars), I was forced to gamble - and subsequently lose - the 20 dollar initial deposit instead of just taking my money and leaving their casino.

Further, voiding both the bonus and my legitimately won money is a double insult where only one insult would have been bad enough. How does cancelling a withdraw cost me a hundred dollars?

Have you contacted the casino yourself and asked for an explanation?

Yes, no satisfactory reason was given. Except, once again, pointing out this arbitrary clause buried in their terms that doesn't explain the reason for the clause.

Is your account accessible to you? Can you log in?

Yeah

What games did you play to wager through the bonus? (slots, live games, betting on sports)

Slots

What games did you play after the wagering of the bonus was complete?

Slots

Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I will forward you the interaction right now. Thanks.

I'd also like to note that, according to the letter of the stated clause, I was in violation for merely depositing that 20 dollars. It says you cannot deposit when you are above $1... However, I was told I could not withdraw without depositing. Therefore, I was forced to break the rule in order to collect my winnings - and so I voided my winnings by merely trying to collect them according to the advice of the customer support representative.

I was given no chance to cleanly follow the terms.

Hi mattbbb,

Hi Tomas,

Hope you are all well and safe,

Upon reviewing the player’s account, we found that they played with one of our welcome free promotions on July 7th. After completing the wagering requirements and passing the account verification process, the player submitted a C$95.00 withdrawal request on July 9th. The bonus used had a maximum cashout limit of C$50, so the payments team rejected the withdrawal and removed the excess balance (the amount above the max cashout limit).

Additionally, the payments team requested a verification deposit, which is mandatory if a player wishes to withdraw winnings from a free promotion without having made a prior deposit.

https://casinobrango.com/terms-and-conditions

6.1. Depositing to your User Account

q. Upon requesting a withdrawal from a non-deposit bonus, a verification deposit is required, if the customer doesn't have a prior deposit.

The player proceeded to make the required verification deposit of C$20.00, and the deposit amount was added on top of the winnings, as players are allowed to withdraw their winnings from a welcome free bonus along with the verification deposit.

Once the deposit was credited to the player’s balance, they submitted a withdrawal request for C$50. After that, they played a little with the deposited amount while the C$50 withdrawal was still pending and earned an additional C$18.36 from that gameplay. For an unknown reason, the player canceled the pending withdrawal and continued to play with both the free bonus winnings and the winnings from the deposit, gaining an additional C$15. Eventually, the player submitted a new withdrawal request for C$50.

This action violated the Casino’s terms regarding the mixing of promotions, which led to the voiding of winnings. However, the original deposit was returned to the player’s balance to provide a fresh start.

https://casinobrango.com/terms-and-conditions

d. Promotions cannot be combined unless otherwise stated.

i. You cannot make a new deposit, claim bonus or free promotion, until you have played through your current deposit, bonus or free promotion. Your balance needs to be below $/€/AUD 1 before a new deposit, bonus or free promotion may be made, claimed or redeemed.

Nonetheless, we’ve decided to make a one-time exception and reinstate the C$50 winnings.

For the player: Please log into your account and request a withdrawal for the full amount currently in your balance. Kindly refrain from playing with the returned winnings and proceed directly with the withdrawal.

For Tomas: I entered this conversation before your request and have already sent you an email with evidence of the violations made by the player.

If you have any further questions or concerns, please don’t hesitate to contact us. We’re always here to assist you.

Kind Regards

George Moore 

Casino Brango Management 

"For an unknown reason"

Because I figured it would make more sense to just withdraw all my money at once.

There is no planet - no other casino - where you are unduly punished for this because it is simply not a realistic issue. You've invented it to give yourself an excuse to void my winnings, but that doesn't make it coherent or logical.

It was not clearly stated to me when I reached out to customer support. It was not clearly stated to me when I cancelled the withdraw. It only became an issue when I tried to collect my fair won earnings.

Your rule: you need to make a verification deposit but dont you dare play with it until we decide you are allowed to (and we won't tell you that clearly despite you reaching out to customer service)

"You cannot make a new deposit, claim bonus or free promotion, until you have played through your current deposit, bonus or free promotion. Your balance needs to be below $/€/AUD 1 before a new deposit, bonus or free promotion may be made, claimed or redeemed"

To the letter of this rule, the mere act of making a verification deposit would have voided my winnings. Further, it says nothing about voiding the winnings that are derived from money not played with the bonus - those won merely with the deposit.

Your rule is badly written and hidden. It is an inherently unjust rule that you are hiding behind as if it explains everything, but it doesn't because whoever wrote it made it muddy and unclear - and it is contradicted by other rules.

Once again, when I spoke with chat about how to withdraw my money why didnt they warn me about this? It seems pretty important, no? Especially given that you can break the rule by complete accident - given that it simply not an issue to cancel a withdraw in any other casino on earth but Brango.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you mattbbb for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Brango Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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.

Hi mattbbb,

Hi Peter,

Hope you are all well and safe,

Thank you for reaching out to us again! Apologies for the delayed response, I was on vacation.

As previously explained, the player canceled the withdrawal request and made additional winnings by playing with the combined funds from the free spins and the deposit, which is not allowed according to our Casino rules.

Combining promotions or actions is strictly prohibited, as outlined in our Terms and Conditions:

https://casinobrango.com/terms-and-conditions

7.1. General Bonus and Promotion Rules

d. Promotions cannot be combined unless otherwise stated.

i. You cannot make a new deposit, claim bonus or free promotion, until you have played through your current deposit, bonus or free promotion. Your balance needs to be below $/€/AUD 1 before a new deposit, bonus or free promotion may be made, claimed or redeemed.

Due to the mixing of funds, our payments team initially removed all winnings and returned the deposit as an exception for a fresh start.

After reviewing the player’s complaint, we decided to make an exception and returned the C$50 winnings (the maximum cashout from the used bonus).

Additionally, I provided Tomas with the proof from the player's account showing exactly what occurred.

As we can see, the player successfully withdrew the returned C$50 winnings on July 17, 2025, at 17:38:16 (Casino time). From our side, the case is considered resolved.

If you have any further questions or concerns, please don’t hesitate to contact us. We’re always here to assist you.

Kind Regards

George Moore 

Casino Brango Management 

Thank you for the update Brango Casino representative.

Dear mattbbb, if your issue has been resolved or if you require any further assistance. Thank you in advance!

They did give me the 50 and I'll accept that compromise. Consider it resolved on my end (although i urge them to make this esoteric rule more clear ... especially when customers literally reach out to their customer service to get clarity on cashing out - it was a uniquely unpleasant surprise).

Dear mattbbb,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter