Casino Ektreme, Casino Brango, Casino Adrenaline, Iabbi Casino Podrška i tema za žalbe

 QUERY SOLVED & CLOSED

Thanks to Mikey! He was very thorough explaining the details of reasoning for my situation, and it was resolved quickly.

2Late4Me

Hi Mickey13, 

I m waiting for a withdraw on brango from daily brango tournament from 29hours when i contact the support they told me to contact them after 1h , 2h and nothing, they said i will receive an answer from the manager "Alex" and he s not in the office.Last month i won the LCB tournament that was free on extreme the money was withdraw  instant with the same conditions as the current withdraw. I dont know why it took so much.My last 2 actions are a deposit + a cashback as i told me previously that i m eligible to withdraw from a free tournament with these conditions it was the same for extreme. I wish to withdraw the money today i need it for another withdraw on another casino. My brango username is kaisaoussen, my extreme username kikouben123 . I verified my documents weeks ago in order to don t have this kind of problems. This is a bad experience from my first withdraw on brango casino.

Thank you for your great casino Extreme casino. 

Issue was solve i received the cashout after waiting 36hours and after emailing the manager

Hi Mikey13, 

Yesterday i found on extreme and brango casino 2 tournament called womens day freeroll tournament, i checked on your website if there is any restriction for women only and it should be automatic as accounts are verified. And i succeeded to win the Brango casino tournament with 88$ prize i was very excited and happy. I contacted the support team and talked with sarah. Sarah is a lady :) she said tournament is only for ladies and she tooks the money back. I m sure 100% there is nothing that have a precision that it should be for women only i found the tournament on your website page with no precision. If it was for women it should be called women only tournament or ladies only. I will not abandant my winnings if you will take them back you are also not a lady don t be so greedy!

Please do your best Mickey13, you can also see here in the forum that i always ask all the questions that should be asked so i can t be in a situation like this but finaly there is always something...

Hello AKQJT,

Thanks for contacting us, we have sent you a personal email regarding the issue. Indeed this promotion was for ladies which was clearly posted on to our web site . 

All the best . 

Mikey

Thanks Mikey, Im a new fan of Extreme. I cant wait to use the instant withdrawal!!

AMYGOLEY75

Well IM SICK Yall made me wait 36 WHOLE (including network time on bitcoin with 6 confirmations) minutes on my cashout for $1000 on a $20 dollar deposit!   :P  kidding

Seriously though, from the time i requested the w/d to finished was 36 min.  It took me like 10 to remember to contact support after even though its right there. I was looking at my wife and i got distracted and the rep was waiting on me.  Awesome job.  I've seen other places take longer than that to respond to live chat.  Thanks again i know sometimes as a rep yall just get the rage of someone else's mistake. I've been there. I was irritated at another place for blowing me off until the holiday weekend and now itll be like 10 days instead of 2 (but really who cares I remember waiting for a check from poker for like 4-5 weeks and being excited, so i'm just spoiled by the instant) so instead of getting mad about some dumb stuff that is out of their control and my control.  I came here to say thanks yall do good work. Enjoy the holiday weekend if you celebrate it.  And if you don't then thank an old white guy for the day off based on his beliefs!

Hello Daniel ,

Thanks for your comment and glad you had a positive experience with us . 

Enjoy your weekedn and Happy Easter :)

Sincerely

Mikey

Casino Management 

Casino Extreme and Casino Brango..... Self Exclusion not Honored. 

On December 6, 2017, I submitted a request for permanent self exclusion to include ALL sites within their network. I recieved confirmation that my request was processed.

Since then, I was able to create an account  with the exact same information at Brango, not realizing that they were sister companies. (Incidentally, yes, I slipped. I slipped when an ad for Brango showed up in my Facebook feed... ) 

After realizing my issue, I contacted customer service and was told, essentially, "too bad." I was also told that they are in no way related except for the parent company.... That seems odd considering "Mikey" , the pitboss, manages both sites, and believe me, "Mikey" was well aware of my self exclusion. This completely violates the self exclusion terms and certainly does not promote responsible gaming or player advocacy.

I should not have been able to open the Brango account. I should have been flagged immediately with my email address. This did not happen and I was able to deposit and play. Although I completely own and am treating my issue with gambling, part of how the issue is dealt with is permanent self exclusion.  If that is not Honored by the owners of these sites, it is useless for those of us that have an issue. 

Hi Lel5467,

The casino has been notified. Please provide me with your casino username in the meantime. 

Thanks. User name is lel5467. 

Hello Lel5467 ,

Thanks for contacting us and apologize for any inconvenience caused.

Unfortunately, we couldn’t trace the account in Casino Brango as you had no activity there back in December. Also even though we are Sister Casinos, the entire operations are run separately. 

That is how you ended up being verified again in Casino  Brango and paid in full previously with no issues whatsoever, as departments are separate meaning that Casino Extreme Departement has no access to Casino Brango or Vice versa.

I can only promise we will do our best to get those rules clearer if that's possible.

Sincerely

Mikey

Casino Management  

Thank you for the reply, here.

When following standard self-exclusion, especially when the request is made A. Due to Compulsive Gambling and B. specifically across all areas of the network (and supposedly granted), in terms of responsible gaming, it would follow any "site" under the company and license.

Simply stated: When I requested the permanent exclusion, it was specifically stated to be on ALL sites, network, etc. that were affiliated with Casino Extreme. I received a reply that my request had been granted. Based on that alone (which I have I writing), when attempting to register for Brango, my email address should have been flagged. This is standard practice in online casinos. However, I WAS able to register. I then requested a withdrawal. At that point, I again should have been flagged and the withdrawal should have been canceled and all deposits refunded. Again, standard procedure.

None of this happened.

Instead, because of a Facebook ad for Brango coming across my news feed, I slipped and clicked the link and was able to register and play.

If the standard procedures for self exclusion across a network had been followed, we wouldn't be in this situation.

As you stated, "Also even though we are Sister Casinos, the entire operations are run separately.", yet, you are a manager for both, and the license verification link on both sites takes me to a license where Anden Holdings, Ltd. is listed as the owner (and it also states that the US is a restricted country, but that's a whole other conversation....).

I would like, at the very least, a response in some way to my communication to try to come up with a reasonable solution and, as I stated in my email (that was not responded to), Implementation of a standard database for people who have self excluded to be used across your entire gaming network (anything owned by Anden Holdings, Ltd.).

Although there are "Responsible Gaming" options listed on both sites (under the same license, mind you), all of these actions seem somewhat predatory in nature.

All of that being said- to those who are able to gamble responsibly, the Anden Holdings casinos are pretty nice, with quick customer service and the instant payouts are legit.

I'm just trying to help others like me....  

And yet....  after all of this..... I am still getting promotional emails....

I was a loyal player and when i had a bad run yes i would say the games wasnt playing right but i was never rude nor mean. Most of the time looking for a luck changing bonus. The last time i complained about the games and stated that i was thinking about closing my account they closed it. Mikey said since i complain there is no sense playing here basically. I was shocked, was we only allowed to give positive feedback? I have apologized for misunderstanding and explained myself and asked for my account to be reopened and no one even responds anymore. I have never in 23 years of gaming experienced anything like this before. I have deposited a lot at the casino and cashed out some too. This was one of my favorite casinos but now it seems that i was shoved to the curb for being disappointed? I still dont understand this. 

Hi Lel5467 ,

I can only apologize regarding the email you have received from us as this is a human error made from our side .That said ,your account were banned with no option of reopening meaning that this email was not intentionaly sent to you in order to play with us again .

Apologies once again .

Sincerely

Mikey

Exactly why was i banned? What did i do wrong? Is it because i won? Because i told you i won a lot? Because i complained about the win frequency? 

Every person on this forum should be concerned with this and why a business would do this? 

mws813p- I wonder if you'll get a decent answer......  I am frustrated with them- I'm sure you read through my posts, and in no way am I denying the fact that I have an issue with gambling, but the casinos have a responsibility to provide responsible gaming and they have a responsibility to have measures in place to protect themselves as well as their players, inclusding those that have an issue.  They accept NO responsibility in the fact that after supposed permanent exclusion from ALL of their sites, I was allowed to play on Brango.  This should not have happened.  They are ONE complany.  They have used excuse after excuse with no effort to rectify the situation.  And then for me to still be on a listserve and recieve promotional emails- AFTER- stating that I have a problem, well that's just flat-out irresponsible and goes against every "self-exclusion" rule in the world of gaming.  But all I get is a "whoops!"  

That being said....  when playing at Extreme, I won some and I lost some.  But when playing at Brango- I lost A LOT- and FAST.  Now me, with an issue with gambling, did I stop and say "Hmmmm, seems pretty tight.  Maybe I shouldn't play here.."  Well, sort-of.  Then I was like, Nooo.  It can't be THIS bad!!  So on and on I went.  Yes- that's gambling (compulsive gambling), but I have honestly never played at a place where you can go 40 spins without even the smallest win.  Then I started my research and found that they were the same company as Extreme and I just felt duped.  I felt stupid and guilty and duped.  I should not have been able to even register for Brango.  I should have been blacklisted.

Now- one other really strange thing has captured my attention.  Becuase every other gaming license requires self-exclusion to be covered under all of a network, I started to look into their Curacao License and on the ONE license, that covers the ENTIRE Anden Holdings, Ltd. company, it specifically states that they are NOT allowed to service the USA.....

Dear mws813p ,

It is not that I am ignoring you but there is nothing I can do . As it seemed to me ,you basically threaten to close the account several times if the good luck chip cannot be provided .

So I followed your request and closed it because we didnt have it at that time .Now ,I am seeing this as a constan  problem we might be having  in the future and that is somethign we dont want . 

Hope you understand this and the reason why I dont want to go through the same in the future . 

That said ,I wish you all the best in finding a better place where the Royal Flash hits more often and where the Casino host will accomodate you better than myself .

Sincerely

Mikey

Casino Management

Mikey, so because i expressed disappointment and asked for a free chip because I was thinking about closing my account you closed my account for good? Does this make sense to anyone here? 

So bascially any player that asks for good service and a free chip you ban? Can you think about that for a moment? Does that make sense? You forsee a problem in the future? Fortuneteller now? Come on that makes zero sense. Players get frustrated all the time. I was never mean or rude. I always used bitcoin no bad deposits, id verified, what really gives here? 

I have been trying the code and they done work so not too happy will contact them again 

Unfortunately it seems that if you're perfect and wonderful, the Anden Holdings employees completely love you, but the second there is an issue, the turn real quick. Absolute refusal to admit fault, other than to say "whoops" sorry!  There don't seem to be any consequences or decency when dealing with an issue that goes above and beyond a bonus code not working. 

They won't even offer to meet in the middle. Nothing. 

Since I cannot get even a smidge of decency or "give" from the management, I'm going to have to go the route of submitting a complaint through the license. Since my state is getting ready to legalize online gaming with their brick and morter casinos, I'm also going to discuss with my family, as a member is a deputy Attorney General.

I am TRULY curious as to why the licensing body says they are not to operate in the US. Also, another reputable review site has them listed as non-us.

And the 1668/JAZ license issue.... We'll throw that on to the pile. I didn't want to dig so deep, but I think they are shader than what they let on. 

Thanks you for Ur time relying Nd hel

Hello Lel5467 ,

Thanks for trying to help others and you've certainly opened our eyes, as we never had such issue before.

We have never looked at our brands as one, which is why you were able to play. This said this has made us think we have to change and somehow prevent this in the future. Moreover, you have done a lot in research, as it seems we are not the only one who has been asked for refund by you.

To make the long story short, we are willing to refund the loss you had at Casino Brango (minus transactional cost). Also due to your compulsive gambling behavior we have to split them in instalments of $250 per week up until the refund is completed. Please note, these installments are for your own good and not having the entire balance spent on gambling again.

From this point, we will adjust the rules at our brands in order to protect people who have such problem. Furthermore, we've contacted RTG to put your name on Global Black list to avoid any further issues.

Once again, we sympathies with you on your problem and wish you all the best in solving them.

Looking forward to hearing back from you and if you agree on this.

Sincerely

Mikey

Casino Management

Thank you, Mikey- and yes, I agree to this.

Couple things- I appreciate your candor.  The rules that you'll be implementing are exactly what they should be.  Also, as far as the RTG Blacklist, I believe that this is how a permanent self-exclusion should be handled everytime, by every online casino.  I understand that there will be people who don't agree, but I wouldn't think that the "compulsive gambler" is the customer that you want.  

I completely understand the weekly amounts, and once completed, I will not be a problem for you ever again, thanks in part to the blacklist as well.

And yes, I did have this issue with one other group, and I am asking for them to handle self-exclusion in the same way that I asked the Anden Holdings group.  That being said, the relationship with them was quite different as they do not offer the personal contact like you do.

I wish you the best in the future.

Thank you kindly ,

We will proceed as agreed ,the first payment has been sent and we will abide by the agrement .

All the best

Mikey

Casino Managment 

Please connect me to your affiliate program. I want to take part in tournaments that you play in the casino BRANGO. In the past month I already took part and won $ 70, but I was not allowed to withdraw funds from the account, referring to the fact that the account was not created through the affiliate system. I already said in the support center that when I created an account at the BRANGO casino, they generally worked on another platform. They don’t want to help me in the casino (they cannot). I made two small deposits in this casino, since I was promised that after the minimum deposit I would be able to take part in tournaments and now after the win all the funds were confiscated and they said that you are not connected to the partner. And I had 210 dollars received from three such freerolls. Do you think this is fair? In the GRANDVEGAS casino, for example, I was also not connected to any of the partners, but nevertheless I won partner freerolls, including LCB.org, for which you thank you separately and there I was withdrawn without thinking of any ridiculous reasons. How can I be in this situation, I want to play the December freeroll, but I understand that if I win, I will again be denied payment. Help, dear administration forum. My login in the casino (rssfera) and the name for the game in tournaments (RomanSydruk)

Thanks for letting us know, rsdesigner.

The casino rep will be notified. Please keep an eye on this topic. 

Dear Roman,

Hope you’re having a great day.
Unfortunately, we are not able to connect you to LCB affiliate program, you should done that by yourself before opening account in Casino Brango. Please note when we transferred your account to new platform you weren’t connected to LCB affiliate program; Therefore ,we are not in position to link your account to LCB. Unfortunately, you are not able to participate to LCB affiliate tournament in the future.

* Affiliate tournaments are only reserved for players who have opened accounts through that affiliate.
https://www.casinobrango.com/tournament

Sincerely
Mikey

Hi LCB admins and members,

I claimed with success the lcb item of casino extreme. So i got 20€ as bonus and i cleared the wagering requirement and i request the max cashout 200€ and i know that the payout is instantly via live tchat.

The first surprise, the live support said that i have to send my documents for verfication and he said that im new in casino and i never deposited there.

But in reality i deposited there and withdrawed many times and the proove is that i claimed many times the lcb item many times with my previous lcb account.

I sent my documents and they accepted them and now my account is verified. I contacted the live support and he said that i have to deposit first before payout.

So, i deposited 20€ quickly and contacted him.

Second surprise, he said that the casino had to not accept my lcb bonus at first and he refused to pay my winnings.

Can you help me plz ?

Be aware of the “instant withdraw” 

too good to be true...

DOT NOT TRUST THEM!

I was a member of both brango n extreme, not a best member but daily deposited ( roughly $300 cryptos per week)

it was good, the support was friendly until I won both in brango ($2090) and Extreme ($1490)

at EXTREME: Decline my payout

reason: played agressive during bonus!

explain: ridiculous! I was not playing during the bonus 

not in 3 days waiting for verification 

just couple hours ago, while waiting for their support. I accidentally jumped into Aztec playing for 30 seconds then jump out ( BECAUSE I KNOW THAT MONEY WILL BE LOST DUE TO BONUS TERM)

they used that shitty reason to void my legitimate  payout.

to be continue with brango

Where are the lcb admins ? No help and no response !!

Hi sun17,

Could you please private message me your casino username and we ask the Casino Rep to look into your account?

Hi ZTRECON,

Can you please send me your casino username in PM inbox so that we can notify the Casino Rep of the issue you are experiencing? 

My casino extreme username was sent to you in private message.
I hope you will help me as soon as possible.

Thanks

@sun17 - Thanks for providing the information, we have notifed the casino of your issue. Keep an eye on this thread for the updates. 

Hi ZTRECON  ,

Apologies for keeping you wait ,

Unfortunately when it comes to bonuses if there is a mismatch the support team is unable to approve them up until the upper management checks them . That happend this time and after double checking both plays , your withdrawals at both brands have been approved . 

All you need to do now is to contact them and provide them with the crypto address and they will process it for you .

Please note ,this has nothing to do with our instant withdrawal option not beeing honered it is just that the support team wanted to dobule check with upper management on bonus play .

Let me know if there is anything else we can do to assist and apologies once again.

Kind regards

Mikey

Casino Management

Hello Sun17 ,

Apologies for keeping you wait ,

This issue required an upper managements approval because in your case back in 2017 you have redeemed a welcome bonus chip which would of discfalify you from this promotion because they were no deposits in between . That being said it is approved now and all you need to do ,make a request and contact support team in order to get your winnings .

Apologies once again but most of the issues here  are bonus related which requires a manual approval  .Moreover every bonus has a different rule ,some of them require a verification deposit but in any case we require an once off verification for every new player and prior to  first withdrawal.

Let me know if you have any questions or need help.

Kind regards

Mikey
Casino Management 

Hello Sun17 ,

Apologies for keeping you wait ,

This issue required an upper managements approval because in your case back in 2017 you have redeemed a welcome bonus chip which would of discfalify you from this promotion because they were no deposits in between . That being said it is approved now and all you need to do ,make a request and contact support team in order to get your winnings .

Apologies once again but most of the issues here  are bonus related which requires a manual approval  .Moreover every bonus has a different rule ,some of them require a verification deposit but in any case we require an once off verification for every new player and prior to  first withdrawal.

Let me know if you have any questions or need help.

Kind regards

Mikey
Casino Management 

The problem is resolved for me. I received my winnings. Thank u very much mickey, LCB and casino extreme.

Good bye.

Same, I received my legitimate winning yesterday, please close topic

I wanted to tell you how much I appreciate your casino.  I have never had any problems whatsoever.  The support is top notch as well as the gaming quality and payouts.  Awesome bonus options as well as earning points and cashback.  And the withdrawal times are hands down faster than anyone else out there, including bitcoin casinos.  SO thanks so much for being a great place to play.

ejones30824

Great to see some positive feedback!

From now you can play more games in our new brand Casino Adrenaline. :)

What new games/software?

@CASINO BRANGO I have a problem with banking casino brango. My winnings are only $ 50 withdrawn by banking ... this problem has been almost 1 month but there is no solution ... my mistake is just entering the new street name at registration ... while my document still shows the name of the street long time ago .. but actually the same because my government changed the name of the street ... all my documents are complete either the name of the provincial city of the country there are no different postal codes all the same as what I sent to banking or from my own documents ... different only street names because they were changed by the government ... I hope brango casinos can understand and follow up ...

Hi Ares69,

Please private message me your casino username so that we can ask the Casino Rep to look into your account. 

My username Ares69 @CASINO BRANGO

I hope can finish fast becaused already want 1 month my case not solved...

Sorry before if my name or country or province different I will accept the banking decision...

But only street addres and even then it's actually the same because of the change of name by the government ...

Hi Ares69,

Thank you for providing the information. We've asked the Casino Rep to look into your account. Keep an eye on this thread for the updates. 

Thanks tania for join to help me..i hope the best n i trust casino brango is professional..becaused i give provide original documents and do not cheat on banking..