Hello. I made a deposit in the casino of 100E and got the 500% low-wagering bonus. I managed to meet the wagering requirements x10 and win the bonus. The amount is now on my Real Balance and also it is shown as a Withdrawable amount. When I asked for a withdrawal, I was rejected and told that this was bonus money and not a real balance. Their own system characterizes the amount as a real balance / withdrawable amount because I have met the wagering conditions to win the bonus and transferred it automatically from the bonus balance to the real balance! But they say I can't withdraw! Is this a thing in this casino?

You will have to read a casinos terms and conditions on bonues and see what you signed up to when you accepted the bonus

I'd say that there must be another rule in motion. So I checked the rules we provide on deposit bonuses available on our site. Any chance it was a sticky bonus?

"Wagering requirements: 27x (bonus + deposit) (restrictions apply), Deposit LOCKED You will have to wager 27-times the sum of your bonus and deposit to clear the bonus and be able to withdraw your winnings.

For example, if you deposit €100 and get a €1,000 bonus, you will have to wager €29,700 in total (€1,100 * 27) before being allowed to make a withdrawal.

This bonus can only be used on these types of casino games: Slots.

The deposit is locked to the bonus amount. Your deposit and the bonus amount you receive are added to a balance of bonus funds, which can only be converted to real money by clearing the wagering requirements."

Not sure which bonus you took, so I would ask the chat for further explanation ??.

Let me know what you find out.

This is the bonus that I took. It doesn't mention nowhere that it is a sticky bonus! It is clearly a scam. In the Casino terms, it mentions that you can't cash out any amount equivalent to the bonus you get. So what's the point of wagering??? If this is not fooling "in small letters of terms" then what it is??? Maybe you will consider changing your rating for the casino terms?? As for me this is clearly fooling advertising of a bonus with wagering that you can't take out even after wagering.

Have you asked the casino, please? They should be able to explain their terms. Sadly, I can't check your gaming history and do not know the general rules applied in this casino. That is why I still think that first, you should clarify the issue with the casino directly.

Share the reply, please.

Yes, I have spoken with them. They don't want to accept that this is Real Balance and withdrawable money even though their system transferred it from Bonus Balance to Real Balance (I have screenshots ofc). All the casinos when you meet the wagering requirements you can cash out the bonus!! In their general terms, they write that you can't withdraw any amount equivalent to the bonus you have gotten. At the time I met the wagering requirements I had 540E in my real balance, the bonus that I got was 500E so kinda I can't withdraw 500E and the minimum withdrawal is 50E so the rest of 40E I couldn't withdraw anyway. When I went to withdraw only 100E they told me that 500E is bonus and 50E is the minimum withdrawal. So when I met the wagering requirements I had exactly the balance that I couldn't anyway withdraw (random?) according to their ridiculous terms that even though they give you wagering requirements you can't get the bonus back in any way. I think this is obviously fooling, the terms are not fair at all, when you advertise a low wagering bonus and you don't mention that you can't cash out the bonus in any way even if after wagering requirements are met, then this is knavery! I think you have to consider very seriously changing your rating to this casino! I don't know how you reviewed this casino and you reviewed with a perfect rating when they play a game like that with bonus and unfair terms, obviously their purpose is to deceive people...

Hello,

Ok, now I understand much better. Allow me to say that we are pretty concerned about what is called "mixed funds" and the main issue is bound to the point when a player meets the wagering requirement, and automatically expects that the funds are now a real balance. Well, if the casino system can automatically cap the winnings (if the max win rule is applied) and then transfer the rest from bonus funds to real balance, then everything seems to be fine. The player can then decide to withdraw or continue playing.

But according to our experience, it's a standard thing that the bonus terms and conditions apply until your withdrawal is processed, meaning that the bonus ends by withdrawal.

So it seems that your issue is somewhere in between, hence I strongly advise you to submit a complaint.

We can get to the point that the terms we not applied correctly, but for that, the complaint is needed.

If you wonder whether it's worth it, read about the consequences of the complaint.

I honestly think that it is a reasonable step in this situation.

So from your experience, you say that I should not take for granted that when the wagering requirements are met I can make a withdrawal of the bonus amount. Because from my experience, this is the first casino that does this thing after meeting the wagering requirements. Honestly, I don't see a reason to open a complaint because it does not even bother you the fact that the casino gives bonuses but in their terms have written something very unfair for the player that they will not give you the bonus amount no matter what...

Yes, you should always read the terms to find out how exactly the casino approaches the bonus rules, so you can decide whether it sounds good to you or go elsewhere.

Ok, can you please tell me if this example they give in terms makes sense and is clear to you? Because I can't understand it.

"For example, if you deposit $/€/AUD500 and receive a $/€/AUD250 bonus after meeting all wagering requirements, and you wish to withdraw your funds, a request needs to be made for an amount less your bonus amount received."

Honestly? I would ask the live chat for an explicit explanation, to be sure of how it works.

Sounds weird to me at the moment, unless the bonus is sticky:

"The initial bonus value will be deducted from your account when making a withdrawal.

If you deposit €100 and get a €1,000 bonus, €1,000 will be deducted from your account when you make a withdrawal."

If you plan to ask the casino, please share the replay, I'm interested to see that.

I have sent an email to Pitboss that I was speaking about the subject and 3 days now NO reply...

Maybe you've found a glitch, I'm beginning to think that the complaint is worth a try. I know that I suggested it one week ago or so, but still, the complaint team is used to checking all terms and asking casino questions if necessary. Consider that idea if you may.

I started my account a few months ago and accidentally added an extra letter to my email adress [email protected] the last letter the q is an accident instead of [email protected] i could not fix it when I finally won some money 5824.92 I went to ask the representive of brango casino for help because I couldn't verifie my account or redeem coupons due to the error I made while creating the account it seems like I have multiple accounts but that's the error it's one accont with two email adressses on accident so i asked for help but istead of helping they will not even listen they used it as a violation of their term and service and they took my jackpot of 5824.92 and close my account living me suicidal i tried to tell them that I didn't make multiple accounts that it's an account with two email addresses a mistake I made when I started the account months ago they restricted my account and didn't even give me a chance to explain. What they did to me is a crime So I hand no other choices but to make other accounts cause to me that was the only way to get in contact with them thise multiple accounts weren't created until 2 days ago so that I .can find aid but they shut them off and won't respond to any of my massages please they can shut off all the other account but let me keep the one with my winnings i can provide proof and screenshots I do have multiple accounts I made those account 2 days ago to get in contact with brango casino and got punish for that.

Hello.

This sounds like a simple problem with an easy solution, but I might miss something important, so correct me if I'm wrong, please.

First, how did you pass the account creation - how did you confirm the wrong email address? The way I see it, you must click some confirmation link to finalize the account, don't you?

So, somehow the account was created successfully, then you realized the issue - What did you do? Did you contact the chat operator or support to solve the problem, please? You should do that every time you need help.

Because, the way I see it, you reached the casino after the winnings were won.

Have you tried to create such an email account so you don't have to create another one? I mean creating another account is always risky ??.

I believe it would be good to submit a complaint - this link will provide you with the option. Explain the situation there, plus answer my questions, please. It should spread up the start a bit.

The complaint team will take care of you. At least you will be advised.

They have now taken away all bonuses in my account and it's crazy I receive email saying here is free play then it doesn't work.

They do not appreciate you after winning a few times and I have been playing here at extreme for a over 18 months and they abandoned me out of nowhere and I'm done with them stay away they lie and don't appreciate a player for over a year so imagine what they will do to reel in new player with lies about status to then just take it away.

Bye extreme casino and brango they lie

This is so petty and also just an example of the joke they are I was depositing straight cash for over a month and then used a good promotion boost and actually won and then they took away all my promos

Stay away not good customer service and zero player appreciation

I actually thought that they really informed you about removing all bonus options from your account, but that's not what I see on the screenshots. The support agent only said that the bonus code isn't available. Isn't it possible that the offer has already expired?

I don't like Brango casino really I think it's rigged. I used to play the free spins and would win cash all the time so much so that I had $1200 in my account which they voided out because you can only cash out $50 and they void the rest of you have used free spins. So I started playing with cash deposits only and have played maybe $300 but haven't won anything .It doesn't hit bonuses on any game I play anymore and just sucks up the money. Truly compared to the way I used to win on free spins this system must be rigged. Save your money and don't play here.. I won't any longer

Probably for this shady casino. I made the mistake of depositing and I won and tried to withdraw after all requirements were met and every time I request a withdraw they have a new road block for me. They don’t like giving out any money and lie and cheat to make it so they don’t have to