Brango Casino - Акаунт гравця закрито після перевірки.

I submitted my documents for verification and they closed my account

precente mis documentos para verificar y me cerraron mi cuenta

Dear jubiramirexz2,

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. 

• Have you received any confirmation regarding successful verification?
• Do I understand correctly that $500 (dispute value) is being held in your casino account?
• Did you accumulate your winnings with or without an active bonus?

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

If they told me in an electronic cart that they could not verify my account, I do not understand why I sent the photos of my passport and my license... of course, I would be happy to have my password

It was the free bonuses but I think that since it is a game of chance or luck they would have to respect what we win for free, right? I hope you can return my account and the 500 dollars. I had been playing for a long time and I really like the casino but I didn't expect this from you.

Si me dijeron en un carro electrónico que no pudieron verificar mi cuenta no entiendo por qué mandé las fotos de mi pasaporte y mi licencia.. claro que si con mucho gusto tengo mi contraseña

fue de los bonos gratis pero creo yo que como es un juego de azar o de suerte tendrían que respetar lo que llegamos a ganar gratis verdad ? Espero y me puedan regresar mi cuenta y los 500 dólares llevaba jugando mucho tiempo y en verdad me gusta mucho el casino pero no esperaba esto de su parte

Thank you very much for your reply, jubiramirexz2. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much I will send them to you

Muchas gracias se las enviaré

Thank you very much, jubiramirexz2, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you so much

Muchas gracias

Hello, jubiramirexz2,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Brango Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been closed and what happened with the remaining balance? What steps should the player take to unblock the account and/or withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.