Brango Casino - プレーヤーはボーナスを受け取りませんでした。

I made a deposit, higher than I normally would, because the coupon was a Cashback on first time deposits and this was my first one made here. I’ve attached screenshots of my 5th chat with someone that ended with her telling me due to recent changes, players at my level don’t qualify for cash back. Hmmm. How could a first time deposit be coming from an account that is at a level other than beginner? Not ok to do that to people.

Dear Tay7402,

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. Could you please clarify which bonus you were supposed to receive? If possible, please post here a link to the bonus offer you tried to redeem.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

It was "LIMITLESS" coupon and was offered under the promotions page as a special first time deposit option. I did not take screenshots from my first 3 chat attempts, the 4th attempt I was 6th in que so I waited and once there was someone assigned to my chat they ended it without even replying to my chat comment, and the last time was the chat that was attached to my original complaint on this and hopefully was sent to you… I can send a screenshot of me telling the last lady I was just ignored and had my 4th attempt ended rudely.

Thank you for your reply, Tay7402. So, I found the bonus and its conditions:

Could you please advise how much money you deposited and which payment method you used? Also, could you please confirm that your deposit remained untouched?

It was for $99 and I stuck with all of the rules, I’m not sure what untouched means but I couldn’t try to take money out because I lost it…

What I tried to say was whether you played with the deposit or not. Do I understand correctly that you have lost the deposit amount?

Correct. I made the deposit of $99, I don’t remember how much was added by the casino for that part of the bonus but I played it I would think all of the way down to $0 but if it was not exactly $0 it would only be a few cents left.

I am sorry to hear that. Sadly, under these circumstances, we are not able to proceed with this complaint. Unfortunately, by playing with the deposit that originally should have triggered the bonus, you lost the right to activate it. Simply said - casinos cannot add a deposit bonus on top of the lost deposit. We would really like to help, but it is impossible for us this time.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.