Brango Casino - Las ganancias del jugador han sido confiscadas.

Im writing this complaint in regards to a breach of violation which voided and took away my winnings. I’m very unsatisfied with this casino ways of trying to find a loop hole against me in order to not honor my winnings. I deposited a 200% and no max cash out bonus. I fulfilled the bonus requirement which should have gave me liberty to use my winnings whether to withdraw it or gamble it as which I choose to do. They claimed the bonus is in affect even after the fulfillment of it which I take as a way to deceive players like I feel at this moment in time. I really hope this can resolved because I’m highly disappointed in the way this has been handled.

Dear Gonzhvac10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the casino confiscated your entire balance?

Could you please clarify which rule you breached according to the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

They indeed confiscated mostly the entirety of the balance. The amount they exactly confiscated was $5,710.59.

The rule I was said to have breached was

"Overbetting" I will be adding the pictures of the relevant messages between the casino live chat agent and myself.

I appreciate the assistance Kristina and I also hope this issue becomes resolved as well.

Hello is there any update?

Thank you for your reply, Gonzhvac10. Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well. Thank you.

Where exactly can I find that? What I cannot understand is where does it say that the bonus has to reach zero dollars in order for me to be done with the bonus. Because imagine if I was about $.25 low, and I wanted to re-deposit money into it, would that necessarily mean that I’m still in the bonus? I understand the $10 wager. I saw it at the end and it was there however what I just still can’t understand is how long was I going to be in the bonus because I thought I had to reach a certain amount of money in order to say I can take out my money and or I’m done with the bonus and be done from there.

To thoroughly assess the situation and move forward with this case, I kindly request that you provide me with the information I requested in my last message. Thank you very much.

Dear Gonzhvac10,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.