Brango Casino - El jugador aún no ha recibido las ganancias.

so on Friday september 30 I tried to withdraw my winnings of 3.000 but with Bitcoin the max is 2500 so I tried to withdraw it after I completed all the requirements of bonus that I used. so I went to live chat and informed the agent that I just put in request for withdrawal. Two minutes later the agent informed me that I had played the progressive slots for one minute that my winnings would be voided. so than I received an email from management stating that they can see that I was playing game for one min so my winnings would be voided. and they even stated that they can see it was done unintentionally so they gave me my deposit back so at that point I was over brango and tried to withdraw my deposit but couldn't because I had to wager it and ended up losing it all its unfair because usually when a slot is off limits because of bonus if u click gake a error message comes up but since I was withdrawing. I. assumed u could play it and also there was no error message and it let me played I feel scammed by brango because I have put so much money into .brango for them to void my winnings because of a mistake on their side n my side

Dear rw926547,

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

In email that I got from I'm brango they said because they can see I did it unintentionally because I only played GG or 3 minutes they gave me back my deposit that goes to show that it was truly a mistake

Thank you for your reply, rw926547. Could you please advise which bonus offer you redeemed? If possible, please post here a link to that bonus.

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here. Thank you in advance.

We have noticed that you have submitted two complaints about the same issue, therefore, I am forced to reject this one. Your other complaint will remain opened, so from now on, please reply only to that thread. I would like to kindly ask you to always submit only one complaint about each issue. Thank you very much for your understanding.