Brango Casino - Výběr hráče je opožděný.

Not sure if this is a complaint or not, just need the casino rep to explain exactly what's gone on. I made playthrough on the "weekendspins" they give when you make a deposit during the week. Max withdrawal $100usd, I requested a withdrawal $30 at 0317am via skrill and usually instant. That didnt occur after 20 mins and the money was put back into my account,I had played down by then and was under $50 or so and requested another withdrawal at 0335am of $20. That again did not appear in my skrill account and was put back into my account at some point. So after the 2nd request I started having abit of luck and got to around $4k. I then requested a withdrawal of $3500at 0627 and continued playing, I had around 3 or 4 hundred in the account by then and had just got free spins on a game, I then had a lag spike or so I thought and was suddenly in the lobby with a message saying "administration has stopped your play" I then looked at my balance and there was $100usd there.Live chat "Max" advised thats the most I could take out,this was at 0633.So I requested the $100usd and was paid instantly,my thoughts are something is not entirely right here as no less than 4 requests were made with no playthrough funds showing all withdrawable and amounts requested under $100, then once the larger request was made it was dealt with as such. I feel something is very amiss here,I have all the requested payout emails if needed,however I think there may have been some interior employee interference.

Dear Wollygog,

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

Dear Wollygog,

Have you received your withdrawal from the casino yet?

Dear Wollygog,

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.

Hi kristina, No there has been nothing received from this or any explanation given from Brango. I no longer have a pending withdrawal with Brango that I am waiting on, however as I still havent had a proper explanation of what occurred from anyone I will attempt to make contact in another way.

Thank you for your reply, Wollygog. Could you please clarify why you no longer have any pending withdrawals? Have they been canceled by the casino?

Hi there, from memory there were several requests throughout the night and beers were involved. Each time the requested amount was checked by me that playthrough had been done. Also as an extra function I believe they have a system in place whereas you cannot request a withdrawal without the playthrough etc being made. I cannot say how long inbetween wait times were however I was hoping for the rep to step up and give some light on timing. But the funds were probably returned back in and played on with.

Do I understand correctly that you have lost all the winnings you initially wanted to withdraw?

Correct.

Wollygog, sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.