Brango Casino - Играчът изпитва затруднения при завършване на проверката на акаунта.

I am not receiving any confirmation email from this casino when I try process a withdrawal. According to the casino, it is essential that I reply to this confirmation email with my bitcoin address and that there is no other way to withdraw my winnings. I have changed my email address twice with the casino and have received no emails in any of the 3 email addresses I have registered with the casino. The last message I have received from the casino is "Unfortunately, there is nothing we can do about your withdrawal.

​To be eligible for the payout you have to respond to our confirmation email." It seems like I have reached a dead end in dealing directly with the casino and have thus opened this complaint.

Dear bim900129,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We have received quite a few similar complaints to yours in the past for different gambling establishments. Could you please confirm that verifying your email address seems to be the only obstacle standing between you and your winnings? Did you provide all the other relevant documents needed to complete the KYC (verification) process? Have you tried requesting manual e-mail verification? Lastly, were your winnings accumulated with or without an active bonus, please?

I believe we will be able to help you resolving this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronella,

Thanks for addressing this,

The casino needs the player to verify the withdrawal via email every time they make a withdrawal request. I used to receive these confirmation emails in the past and for some odd reason they just don't receive them anymore no matter what email address I use.

This is the only obstacle to me receiving my funds, I have completed KYC verification for my account and have received withdrawals in the past. In the last email I sent to the casino I requested that they process the withdrawal manually but I have received no follow-up email from the casino. They normally respond to my emails in less than a day but my last email to their support gone unanswered for over 3 days.

My winnings were accumulated with a bonus and the withdrawal conditions for the bonus were met.

Thank you very much, bim900129, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, bim900129,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Brango Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Brango Casino Team,

Could you please state the reason why the player is unable to request a withdrawal/receive a confirmation email? What steps should the player take in order to successfully withdraw his winnings?

Thank you in advance for providing the information.

Hello bim900129,

Hello Branislav,

Thank you for reaching out to us regarding the player's issue.

As bim900129 stated above, it is indeed, very important for the player to be able to respond to the automatic Payout Confirmation Email. By replying to said email, the Payment Department of Casino Brango is then positive beyond all doubt that the actual owner of the account is the one requesting the withdrawal. Without the reply, the Casino would have reasons to believe that an unauthorized attempt to withdraw the player's funds is made.

As we may see on the player's account, the proper procedure has indeed been followed and a change of the email address was requested and finalized. Apparently, even with the updated email address, the player is not receiving the Confirmation email.

Therefore, we will now instruct the player to contact our Payment Department directly in order to finalize the current pending payout, however, in order to be able to finalize future payouts, an additional email update may be requested.

You may contact us directly by sending an email to pitboss@casinobrango.com, and you will receive further instructions on how to finalize your payout.

We hope that you find the solution offered acceptable.

Kind Regards,

Luke N*****

Casino Brango

Thank you, Luke and Brango Casino Team, for your explanation.

Dear bim900129,

Could you please contact the casino's Customer Support according to the provided instructions and let us know once you have any updates regarding the issue?

We are looking forward to hearing from you.

Hi,

On the 16/12/2022 I tried to contact Casino Brango on the email address they've provided but I have not yet received a response.

Hello Branislav,

Hello bim900129,

Please note that a reply has been sent to your last email 12 days ago with added instructions:

The desired Cryptoaddress needs to be provided in the email in order to maintain payout security.

Please resubmit your withdrawal request and please make sure to add the desired cryptoaddress in the email you are sending to our Payments team.

Thank you for your understanding.

Kind Regards,

Luke N*****

Casino Brango Management

Payment has been received. Thanks for your help

Great news, guys!

Thank you, bim900129, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Luke and Casino Brango, for your cooperation.

Best regards,

Branislav, Casino.guru