Brango Casino - プレイヤーのアカウントが閉鎖されました。

I lost access to my casino account when switched to different phone carrier so set up another account didn't know my info was saved to my Google so somehow my phone logged into my old account and I used promo code and had won money in which I tried to cash out ...they would not cash out winning told me I had another account an was against policy so they deleted my original account with my winnings not the new account and told me they do not except visa or debit which I've made several deposits from to this casino and have no record of any deposits from me...I know this to be a lie because everytime I've made deposit I have to contact my bank to approve the deposit being its out of country casino ..

Hello Stephen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Brango Casino. Please allow me to ask you a few more question before we would move forward.

Was any real balance voided at the time of the account closure? Did you contact the casino prior to creating a new account? Do you have any proof of the previous of deposits?

Based on the description, as you violated the casino terms, I would even recommend to play in this casino anymore as they can close your account anytime as you breached their terms.

Looking forward to your answer.

Regards,

Nick

Yes I understand that bit my original account was closed not the second account..I changed devices I played on and thought lost my log in info so I made a new account and my info was saved to my Google and didn't realize it was saved and it logged into my original account.. I had one on my original account and when I tried to cash out they closed my original account with my winnings

Hello Stephen,

In cases like these, any winnings on any of the player's account are usually voided and the last deposit is refunded. As it is a breach of terms creating multiple accounts - unless the casino allowed you to do it - you can try to reach them and ask for a refund of your last deposit.

Also as I mentioned above, I wouldn't recommend to continue playing there as this case might cause you another trouble in the future when trying to withdraw.

Be sure to not create multiple accounts in any online casino as it is strictly prohibited.

Please let me know if there was any deposit refunded if there was any made. Can you please advise if your second account is still active and if you have any balance on it?

Regards

Hello Stephen,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

Yes they allowed me to create another account and the second account is still active but I'm excluded from all bonus codes or promos...Mt original account had a balance of 90.88 and yes I can get bank statement of the many deposits I've had to this casino they will not give me refund as there saying I've never made a deposit and that's a lie

Hello Stephen,

Unfortunately the deposits wouldn't help us much as the important things is that what was your balance at the time of account closure. Is there any way to prove that you had money there? Did you communicate with the casino since and if yes, is there any update?

Dear Stephen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

90.88 was the balance I had before they deleted my account I don't know how to get anything showing that since they deleted my account and cannot access it anymore

Dear Stephen,

It is enough just to inform us about it for now. Can you please advise if that balance was real money or bonus money? How much was your last deposit into the casino? Did you receive any refund from the casino since and if yes, how much?

My last deposit was 50.00 and yes the 90.88 was money I won on a bonus after I had succeeded my play through to be able to cash that amount out

But was that deposit included in your final balance of 90.88 or it was pure bonus?

Bonus only

Hello Stephen,

Please note that if your old account had bonus balance only, the casino had right to void it all. It would be an entirely different case if you would have real money there. Most of the online casinos wouldn't even allow you to open a second account and they would block you forever while voiding all of your balance.

Dear Stephen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.