Brango Casino - 選手の退場が遅れた。

I was credited with 75 free spins in my gaming account. I won 50 euros, but they took it away, justifying it by saying that I had already won with the same bonus on the 5th of this month! If it's true that you can only win once with the same bonus (I don't see that written anywhere), then why did they credit it back to my account, giving me false hope that I could cash it out? This is nothing short of a scam at my end!!!

Mi hanno accreditato nel conto gioco 75 giri gratuiti. Ho vinto euro 50,00 e me li hanno confiscati giustificandosi che con lo stesso bonus avevo già vinto il 5 di questo mese! Se è vero che con lo stesso bonus si può vincere solamente una volta (non lo leggo da nessuna parte), perchè me lo hanno accreditato nuovamente in cassa illudendomi di poterlo riscuotere? A casa mia si chiama raggiro!!!

Dear andreamirandoli2023,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I attach the complete complaint sent to the casino:

Allego il reclamo completo inviato al casinò:

Dear andreamirandoli2023,

Have you received your withdrawal from the casino yet?

Unfortunately not! They state that it is not possible to get more than one win from the same code. So why do they keep crediting it to my gaming account?!!!

Purtroppo no! Loro dichiarano che non è possibile ottenere più di una vincita dallo stesso codice. Allora perchè continuano ad accreditarmelo nel mio conto gioco ?!!!

Could you please clarify if the bonus was activated by you, or if it was credited to your casino account automatically by the casino? Also, did you use this bonus twice without depositing between?

The bonus was automatically credited to my gaming account and subsequently accepted by the undersigned. I used this bonus twice in a row without making a deposit in between ( a rule that does not exist in their terms and conditions ) having already deposited several times. If this constraint really existed, I don't see how I could have otherwise played the same bonus twice! I find all this somewhat paradoxical as well as absurd. They automatically credit the same bonus to my gaming account, make me play it and then invent a rule that doesn't exist and can't be found in their T&Cs?!!

Il bonus è stato accreditato automaticamente nel mio conto gioco e successivamente accettato dal sottoscritto. Ho utilizzato tale bonus per due volte consecutive senza effettuare un deposito nel mezzo (regola che nei loro termini e condizioni non esiste) avendo già depositato diverse volte. Se tale vincolo esistesse veramente non vedo come avrei potuto altrimenti giocare per ben due volte lo stesso bonus! Tutto questo lo trovo alquanto paradossale oltre che assurdo. Mi accreditano automaticamente lo stesso bonus nel conto gioco, me lo fanno giocare per poi inventarsi una regola che non esiste e non è rinvenibile nei loro T&C ?!!

Thank you very much, andreamirandoli2023, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi andreamirandoli2023,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Brango Casino to join the conversation and contribute to the resolution of this complaint.

Thank you Brango Casino team for your reply and help.

Dear andreamirandoli2023,

Please let me know if we can consider the issue to be resolved.

Dear andreamirandoli2023,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject their complaint.