Delayed verification process and poor customer service

I made a withdrawal request after receiving a jackpot, contacted customer service to let them know I made the request. Was told I would be emailed, in which I promptly took care of with verifying my Bitcoin address. Thanked the agent helping me, asked if that was ”all for now?", was told yes and everything was fine.

Received another email stating my request was denied due to the need to do the KYC verification. No problem, I go back and ask the same agent what that meant/how I go about it, and he sent me the link to upload my id documents.

I thanked him again and again, promptly completed the verification.

Upon closing out my open windows, I noticed that my ID was infact expired. I immediately went onto the License Renewal website and paid to renew my ID.

Following the confirmation of my renewed ID, I went to go back onto the Brango app to speak with a customer service rep again about my updated documents, but was not able to login, and now have an error message of Login Restricted.

Confused as to why I'm all of a sudden locked out of my account, I comb thru the Brango website(which I have already done a few times just out of pure curiosity), in hopes of finding a way to contact someone who can help answer why I am not able to login now, as well as where I can send my renewed ID documents.

I tried a few phone numbers, all non working numbers, and emailed support@brangocasino. Was responded to by Walter just a few min later, who was very nice and helpful, with quick responses. He stated that I would be able to log in again after the verification is completed. And that I could email my renewal documents to documents@casinobrango, in which I again, promptly sent over the initial documents again, as well as my proof of renewed ID. Was sent a response, immediately, stating
"Hi,

Thank you for contacting us. Rest assured that we have received your email and will respond to you promptly with the information you need.

Thank you,
Casino Brango"


As of right now, I've heard nothing back from any department at Brango, cannot login to my account still, and have no other way of communicating with any member of the casino, to even just make sure there isn't anything else I need to do, let alone get a status update.

I realize that it may take a little bit to get through the many requests/ID verifications, which is totally fine, but to restrict my login for no reason that I am aware of, I just can't seem to understand that.

I am very thankful for the time and help that anyone puts towards my current issues/withdrawal requests, and definitely don't want it looking like I'm trying to bash anyone or even Brango Casino, for that matter, I would just like to be given a chance to fix what I need to, if anything, or proceed with my request, if all items have been satisfied.

Thank you in advance to Ask Gamblers, for taking the time to address my concerns, and also to Brango for taking the time to respond as well. You're both greatly appreciated!

I got verified at Brango Casino 2023-12-11.

I had won 99.76 € and tried to make a withdrawal then and there when I got verified and it was not until now a couple days ago I realized that I hadn't received my money. So I tried making the withdrawal as well as contacting their live support, they didn't give me any good answers either. The money didn't go through. Now I have not received my money nor am I able to contact them at their live chat that is "24/7 available" and the worst part is at the cashier site it now says that I have to verify my account (Again??)

It should not be this hard to make a withdrawal of money that I've won. I have email proof of that my account already has been verified as well as I have sent not only the requiered photos they've asked for but also utility bills to prove myself.

All I want is my money and now I expect this casino to do right for themselves as I have gone through all this hassle. I can provide with email proof of what I am saying here now if that is needed.

It’s been over a week that I have been attempting to withdraw my funds. However, the verification process seems to not be going through. I’ve emailed I’ve messaged on Facebook I’ve even commented on their post and no one is responding or reaching out to me or anything and my verification has still not gone through can you help me get someone or resolve this matter?

Im trying to verify my account, after submitting my documents I received no verification or fallow up saying they even received them so Im not even sure they went through. I messaged customer service and was give ZERO information other then they have no information to five me. They could have went through, or maybe they didnt...they dont know because a 3rd party handles the verification. Im waiting on something to be reviewed no one even knows has been submitted or not.