Brango Casino - Акаунтът на играча е затворен поради проблеми с верификацията.

Good evening,

Casino Brango offered a no deposit bonus with wagering requirements. I had around 140, as far as I remember, and once I met these requirements, they awarded me $50 in real money. When it came time for withdrawal, I was asked for identification for verification, so I sent it, informing them that it was Greek since it was the only document I had available at the time. Several days passed, and on December 15th, I found out that my account was closed due to discrepancies in the identification details. I asked them why, since the details matched, and they did not reply. Five days later, I sent another message, and they told me the same thing, that my account was closed due to discrepancies. When I asked them again to be more specific, they still didn't provide any answers.

Καλησπέρα

Το Casino Brango πρόσφερε ένα no deposit δώρο και με προϋποθέσεις τζιραρισματος. Εγώ λοιπόν είχα περίπου 140 απ' όσο θυμάμαι και με το που τις κάλυψα αυτές μου πρόσφερε 50 $ σε κανονικά χρήματα. Όταν ήρθε η ώρα για ανάληψη μου ζητήθηκε η ταυτότητα για επαλήθευση και εγω την έστειλα, ενημερώνοντας τους μάλιστα ότι είναι ελληνική, διότι ήταν το μόνο διαθέσιμο έγγραφο που είχα εκείνη την ώρα. Πέρασαν αρκετές μέρες και στις 15 Δεκεμβρίου μαθαίνω πως ο λογαριασμός μου έκλεισε λόγω ασυμφωνίας στοιχείων της ταυτότητας. Τους ρώτησα από που και ως που αφού τα στοιχεία συμβαδίζανε και δεν μου απάντησαν. Πέντε μέρες αργότερα ξαναεστειλα μήνυμα και μου είπαν το ίδιο ακριβώς, ότι έκλεισε δηλαδή λόγω ασυμφωνίας. Όταν τους ξαναζητησα να γίνουν πιο συγκεκριμένοι πάλι δεν μου έδωσαν καμία απάντηση.

Dear tzobo22,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please list which documents you provided to the casino altogether?
• Have you registered with your accurate current residential address, country, and name to our knowledge?

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Good evening.

- I've been a player at the casino for 2 months and I've played quite a few times.

- At first I don't remember the game I played, but the spin was achieved through the game Dragon Feast

- As I showed you in one of the photos, the document I was asked for was an identity document, and indeed from my government, that is, Greece. Something I also clarified to the people in the support group.

- Finally, yes, the reason behind the Greek identity is simply that I am not a permanent resident of Canada but I will be staying here for a few months.

Thank you for your time.

Καλησπέρα σας

- Στο καζίνο είμαι παίκτης 2 μήνες και έχω παίξει ουκ ολίγες φορές

- Στην αρχή το παιχνίδι που έπαιξα δεν το θυμάμαι αλλά το τζιραρισμα επετεύχθη μέσω του παιχνιδιού Dragon Feast

- Όπως σας έδειξα και σε μια από τις φωτογραφίες, το έγγραφο που μου ζητήθηκε ήταν ταυτότητα και μάλιστα της κυβερνήσεως μου, δηλαδή της Ελλάδας. Κάτι που διευκρίνισα και στους ανθρώπους της ομάδας υποστήριξης.

- Τέλος, ναι απλά ο λόγος πίσω από την ελληνική ταυτότητα είναι ότι δεν είμαι μόνιμος κάτοικος Καναδά αλλά θα διαμείνω εδώ για λίγους μήνες.

Σας ευχαριστώ για τον χρόνο σας

Thanks for your reply and explanation.

• Do I understand correctly that despite your permanent residence being in Greece, you indicated a Canadian address upon registration?
• Could you please explain in more detail your residence situation in Canada? If you wish the information can be marked as private. Alternatively, you may explain the situation in more detail via email at [email protected]

I am in Canada as a traveler for a few months and will be returning to Greece. I used my Greek ID since I do not have any official Canadian document.

Βρίσκομαι στον Καναδά ως ταξιδιώτης για λίγους μήνες και θα επιστρέψω στην Ελλάδα. Έκανα χρήση της ελληνικής ταυτότητας μου από τη στιγμή που δεν έχω κάποιο επίσημο καναδικό έγγραφο.

Thank you very much, tzobo22, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 tzobo22,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I want to inform you that if the details you entered in your casino account do not align with the information on the documents you submitted, it is natural that you will not successfully complete the verification process. Could you please confirm whether the data in your casino account matches what is displayed on your Greek ID? Additionally, could you provide any official documentation that verifies your current residency in Canada?

I will reach out to the casino to see how I can assist you further.

We would like to invite Brango Casino to join the conversation.

Dear Brango Casino,

Could you please clarify which specific information does not match? Additionally, was the player only asked to submit their ID and a selfie for the verification process? If there are any information related to this case that cannot be shared publicly, please forward it to me at [email protected]

Hi tzobo22,

Hi Michal,

Hope you are all well and safe,

Upon reviewing the player's account and the documents provided to our banking department, we found that the player indicated they were from Canada and provided a Canadian address on their account. However, he submitted a Greek ID, which naturally included a Greek address.

As per the Casino rules, the information on the provided ID must match the details entered on the account during registration. The banking department contacted the player and requested that they provide an ID with a Canadian address to complete the verification process.

Since the player did not provide the requested documents, the account was deactivated, and winnings were removed in accordance with the Casino rules.

Additionally, players from Greece are not eligible to use the free bonus that the player used and from which he made the winnings. The only reason the system allowed the player to claim the free bonus was that he selected Canada as their country of residence and provided a Canadian address.

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

5.1. Opening a User Account

e. We reserve the right to request from you a copy of your proof of identity, address, copies of credit cards, an approval signed purchase history and/or other appropriate documentation when withdrawing credits, so as to provide fast payout, prevent fraud and make all financial transactions secure. If you fail to provide the requested documentation within 4 weeks, or submit fraudulent documentation, we reserve the right to cancel the payout and/or close or lock your User Account.

Also, Michal, I sent proof of the discrepancy between the address on the provided ID and the account address.

If the player provides an ID that matches the account address and ID address, we will consider reopening their account and reinstating their winnings.

We appreciate your understanding in this matter. Should you have any further questions or concerns, please don’t hesitate to reach out to us.

Kind Regards

George Moore 

Casino Brango Management

Thank you for all the information and evidence provided, George / Brango Casino team.

Dear tzobo22,  

Could you kindly clarify your connection to the Canadian address listed in your Brango casino account? Additionally, would you be able to provide any documentation to verify your residence in Canada?

Dear tzobo22,

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.

Dear tzobo22,

Due to the lack of response to our recent enquiries regarding your residency in Canada, we regret to inform you that we must close this complaint as unjustified.

We encourage you to review the casino's terms and conditions before registering and ensure that you can provide the necessary valid documentation to complete the Know Your Customer (KYC) process. Sorry, we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out, and we will try our best to assist you.