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Player login restricted - BRANGO Casino

Hello, I am a player (BRANGO Casino user) and I would like to inform you that when I try to access my BRANGO Casino account, the following message is being displayed: "Player login restricted"

I want to use my user account normally again, I want to have access to my account to play in this casino again. Because I deposited an amount of money in BRL, which is not a small amount of money. And I have winnings and a good amount of money in my player account.

I need explanations, I need to understand, I need all my money, I need answers, and I need them to resolve this situation.

Before I take any other action to solve this problem.

I await a message of understanding and solution.

User: w*******

E-mail: w**n.ei*** y@gmail.com

Cheers!

Player login restricted - BRANGO Casino

Olá, sou um jogador (usuário do BRANGO Cassino) e gostaria de informar que quando tento acessar minha conta do BRANGO Cassino, a seguinte mensagem está sendo exibida: "Player login restricted"

Quero usar minha conta de usuário normalmente novamente, quero ter acesso à minha conta para jogar neste cassino novamente. Porque depositei uma quantia de dinheiro em BRL, que não é uma quantia pequena de dinheiro. E tenho ganhos e uma boa quantia de dinheiro na minha conta de jogador.

Preciso de explicações, preciso entender, preciso de todo o meu dinheiro, preciso de respostas, e preciso que eles resolvam essa situação.

Antes que eu tome qualquer outra medida para resolver este problema.

Aguardo uma mensagem de compreensão e solução.

Usuário: w*******

E-mail: w**n.ei***y@gmail.com

Abraços!!

Dear Walnikson,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi Petronela, I've had that account for many months, I believe it's been there for about 8-9 months. The verification process has not been completed, as I was only asked to go through the account verification when I requested my first withdrawal of the money I have there.

So first I requested the withdrawal of the money and then I sent my documents for verification. And to my surprise and disappointment, when I tried to log in to my casino account, the account was already restricted, blocked...

I only played slots.

The winnings were accumulated with real money + bonus, the real money was deposited by me to take advantage of the great bonus that was being offered. Then, after a lot of playing, I managed to meet the wagering requirements of the bonus, and my entire balance became real money, and available for withdrawal.

Olá Petronela, tenho essa conta a muitos meses, acredito que já tenha uns 8 a 9 meses. O processo de verificação não foi concluído, pois só me pediram para eu passar pela verificação da conta quando eu solicitei o meu primeiro saque do dinheiro que tenho lá.

Então, primeiro solicitei o saque do dinheiro e depois enviei os meus documentos para a verificação. E para a minha surpresa e decepção, quando eu tentei entrar na minha conta do cassino, a conta já estava restrita, bloqueada...

Eu joguei apenas slots (jogos de cassino caça-níqueis).

Os ganhos foram acumulados com dinheiro real + bônus, o dinheiro real foi depositado por mim para aproveitar o ótimo bônus que estava sendo oferecido. Então, depois de muito jogar, eu consegui cumprir com os requisitos de aposta do bônus, e todo o meu saldo se tornou em dinheiro real, e disponível para saque.

Today I sent BRANGO Casino again all my personal documents needed for account verification, and asked them to release my access to my casino account, and with these documents to carry out a full verification of my account.

I'm waiting to hear back from them.

But you can feel free to ask me more questions and to continue with this process to try to resolve this problem.

Let's continue with this complaint. If they fix it, I'll let you know. And if they don't fix any of this, I'll let you know too.

But please keep asking and trying to resolve this for me, I want to try to resolve it in every way possible.

I got to know BRANGO Casino through Casino Guru.

Enviei hoje novamente para o BRANGO Casino todos os meus documentos pessoais necessários para a verificação da conta, e pedi para eles liberarem o meu acesso à minha conta no cassino, e para com esses documentos eles efetuarem a verificação completa de minha conta.

Estou aguardando respostas da parte deles.

Mas, você pode ficar a vontade para me fazer mais perguntas e para continuar com esse processo para tentar resolver esse problema.

Vamos continuar com essa reclamação. Se eles consertarem isso, eu aviso aqui. E se eles não resolverem nada disso, eu aviso também.

Mas, por favor, continue perguntando e tentando resolver isso para mim, quero tentar resolver de todas as formas possíveis.

Eu conheci o BRANGO Cassino através do Cassino Guru.

Casino Guru, you can now cancel this complaint. BRANGO Casino has released my access to my casino account. I now have access to my user (player) account again.

Casino Guru, você já pode cancelar essa reclamação. O BRANGO Cassino liberou o meu acesso à minha conta do cassino. Já tenho acesso novamente à minha conta de usuário (jogador).

Dear Walnikson,

Great news :) We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Petronela

Casino.Guru