Ag Awards

Brango Casino - Withdrawal delayed due to unclear bonus terms

Complaint Info
Disputed casino Brango Casino
Reason Bonus terms violation
Amount $ 1087
Posted on November 30, 2018

I play at this casino and it's sister casino often and today claimed cash back after a busted deposit. I decided to withdraw winnings at $3000 (I had won over $5000) and requested the daily max $2500. The chat agent stated that management needs to be contacted because I placed bet upwards of $10. The cash back terms are listed on the main page of the casino and no where there does it state that $10 is the maximum bet on cashback. Now I am aware that $10 is the maximum when claiming a bonus but I was under the impression that cashback was not considered one of the bonuses as it states play it how you like. I was told by the chat agent that I may get a response tomorrow which didn't sound promising. This is so disappointing especially considering how much I play here and how little I win. If $10 is the max bet it should be posted under the cashback terms on the homepage just as it is posted under the other promo codes.

Posted on November 30, 2018

Today I heard from the casino and was allowed to withdraw part of my winnings minus the amount that I won from the bets over $10. I am not completely satisfied because I had won over $5000 and feel like I had already played back what I won from those spins. I am however, grateful that they did not completely forfeit my winnings. It was an honest mistake on my part but the terms were also not very clear.

Posted on December 3, 2018

Dear Dharrison24,

Apologies for not getting back to you earlier . I thought that you and Alex cleared out some things ,however the notification about not getting back to this topic arrived twice.

We are truly sorry for this unpleasant experience caused by max bet limit in place . With that said ,we did our best to pay as much as possible and by just removing the excess on the max play bet and instead of removing the entire amount . I know this rule is a bit though but we needed to follow the instructions given by our providers and when the high stakes are played within bonus round .

The same rule has been applied by every operation in the industry ,hope you understand that .

Casino Management

Posted on December 3, 2018

Hello Dharrison24,

First of all, thank you for your patience and understanding with us. Even though a complaint was posted here, we've known You for a while now, and have always had the absolute best experience with You, whether through chat or e-mail or telephone. We sincerely hope that this experience has been as pleasant for you as it was for us.

This is exactly why we were very disheartened to hear about the incident which occurred with your cashback. We've been going back and forth, trying to come up with the best way to handle the situation, while staying fair to all our customers who have had their winnings removed due to this or similar Term violations. We've managed to find a loop and pay the part of your winnings which was won according to the terms ($1087), while the funds won through overbetting violations had to be removed. Please understand that we sincerely value you as a customer, and hope that this incident will prove to be just a small hic-up in our hopefully long-lasting, and mutually enjoyable relationship.

Furthermore, we must stress the fact that the "overbetting rule" in question is an industry standard, applies to all bonuses and is visibly stated within our Terms of Service. Please refer to the attached screenshot for the full term. Unfortunately, during the playthrough, you've made a total of 183 bets above the limit $10/hand rule, making most of your winnings on those specific hands.

We really cannot skip over this rule because it would, among other things, be unfair to the rest of our playerbase. However, we do understand your point about term transparency, and we will do our best to improve on it so that similar situations do not happen in the future.

We hope you can understand. Thank you for your patronage, feedback and cooperation.

Casino Brango

Posted on December 4, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy