Game Glitch 20 Bonus Spins Lost

I began experiencing a glitch in the new game Santa’s Wheel Reel shortly after it went live. The glitch only occurs on the bonus spin when the wheel lands on 20 free spins, instead I was granted 5 free spins. The first time it happened, I figured I must have been mistaken although I was sure I saw the wheel land on 20 free spins but I had never experienced a game glitch with Brango before and the game animations are fast so I let it be. However, a couple of days later while I was playing the same exact thing happened. And again a third time. At this point I emailed Brango support notifying them of the glitch even tho I unfortunately did not have proof at the time as I do not normally screen record my playing because as I stated above, this is not a regular experience. So, my first email was only to notify support of the issue if they were not already aware. I had not expectations of being reimbursed for the lost spins at this time. I never received a response or any acknowledgment from them that they would be looking into the issue. I think it is important to note here that my bet at the times the glitch occurred was at the max… $5 per spin.

From this point on following the third time the game glitched, I began screening recording my time playing the game. Sure enough, it happened again on December 5 and I immediately emailed support explaining the issue again and noted that this was my second email to them without response. I also included proof: screen recording showing exactly what happened along with screenshots. The reply I got was a basic “your inquiry has been received”.

Since then I have emailed SEVERAL times asking for any kind of update, I get the same response each time “they’ve emailed their provider to see what occurred”. My request for an ETA and an explanation of the steps that will be taken to reimburse me for my loss of spins and/or potential winnings (which I estimate to be around $209 based on my experience playing this game) went unanswered.

I sent a final email on December 7 stating my frustration and informed support that if I had not received any kind of legitimate update within 48 hours I would be filing a complaint. Again, my request has gone unanswered and no update has been received at the time of submitting this complaint.

Furthermore, I explained to them that I did not understand why a resolution for my loss hinged on the explanation from their provider as regardless of whatever the issue may have been on their end, I have provided clear proof of what occurred on my email.

I have attached a copy of emails between Casino Brango Support and myself as proof of the claims stated above. I have also included the screen recording of the glitch which was provided to them.

My request from Casino Brango is simple, I want the 20 free spins I won but was not awarded credited to my account at the same bet amount of $5… BUT it is important to remember these were not basic spins, these were bonus spins meaning the first level was frozen and the reels spun only on levels 2 and 3 which is why I estimate my winnings lost to be around $200. I do not want 20 regular spins. If I cannot be credited with the missing BONUS spins, I would accept a credit of my potential winnings lost to my account. It is important to note that my bet at the time of the glitch was not attached to any free bonus and had no wagering or max cash out requirements therefore I expect exactly the same with the reimbursement to my account, whichever one that may be.

Below are all the dates I’ve tried reaching out to their support team…again, complete copies of the emails between Brango and myself attached.

12/1/22

12/5/22

12/6/22

12/8/22