Dispute Resolutions at Casino Brango: Your Solution to Complaints

Complaints Policy

At Casino Brango, we are committed to providing a fair, transparent, and safe gaming experience in accordance with the regulations of the Curacao Gaming Authority.

Please note that all communication and documentation must be submitted in English.

Complaints Procedure

Our support team will make every effort to resolve your issue. If no resolution is reached, your case may be escalated to Casino Management.

You may also escalate unresolved disputes to our appointed ADR free of charge via the link on the website.

Submit a Complaint

Eligibility to Submit a Complaint
1. Only the registered account holder ("Player") is entitled to submit a complaint regarding the Casino’s services.
Non-Transferability of Claims
1. The Player may not sell, donate, rent, lease, pledge, or otherwise transfer, under any title, any claim or right of action against the Casino or the holder of the gaming license issued by the [Name of Licensing Authority / CGA].
Internal Complaint Procedure
1. All complaints or grievances must first be raised with the Casino’s Customer Support Team, either:
1. 24/7 via Live Chat
2. by email at support@casinobrango.com or e-mail our management at pitboss@casinobrango.com
Complaint Submission Form
1. For formal complaints, Players may use the official Complaint Submission Form, available for download at: https://casinobrango.com/complaints_form_final.pdf
2. After completing the downloaded form, please send it to: complaints@casinobrango.com
Complaint Handling
1. Within 48 hours of receiving your complaint, we will:
  - Confirm receipt
  - Explain the handling process
  - Provide an estimated resolution timeframe
Resolution Timeline
1. We aim to resolve complaints within 14 business days, although complex cases may take up to 4 weeks. In exceptional circumstances, this may be extended by an additional 4 weeks, and you will be kept informed throughout the process.
2. Once reviewed, we will issue a written final decision including:
  - The outcome and supporting reasoning, or
  - An explanation if the complaint cannot be processed
3. If additional information is required, we will request it within the initial review period. Failure to provide requested documents within two (2) weeks may result in the complaint being rejected or closed.
Alternative Dispute Resolution (ADR)
1. If the Player is not satisfied with the resolution provided by the Casino, an Alternative Dispute Resolution (ADR) process is available, subject to the requirements described in these Terms and Conditions: disputes@egis-adr.com, ADR "EGIS FZCO, a Dubai-based company with trade licence number 22105. Complaints may be submitted through the link provided on the website.
2. Please note that while the ADR is reviewing the case, we will not provide further updates. The ADR’s decision is final, although this does not affect your right to seek independent legal advice.
1. Right to Escalate a Complaint
  1. If a complaint cannot be resolved internally, the Player is entitled to escalate the matter to an independent Alternative Dispute Resolution (ADR) provider, free of charge. For the avoidance of doubt, the Operator will bear all costs associated with the ADR process.
2. Single ADR Process
  1. Once an ADR process has been completed, it cannot be recommenced by either the Player or the Operator with a different ADR entity.
3. Withdrawal from the ADR Process
  1. If the Player withdraws or drops out after the ADR process has begun, the Player forfeits the right to re-open or resurface the same dispute at a later date.
4. CGA Oversight and Assessment
  1. The CGA will take all relevant circumstances into account when assessing whether the Operator’s anti-abuse measures are justified. For example:
  2. In cases involving very low-value claims, the CGA may recognize a legitimate concern about potential misuse.
Role of the CGA
1. Scope of CGA Involvement
  1. The CGA will not resolve or make decisions on individual player complaints relating to gambling-related transactions on the Operator’s website.
2. Finality of Operator and ADR Decisions
  1. Unless a case is deemed to have been inadequately handled, decisions made by the Operator and/or the Alternative Dispute Resolution (ADR) provider will not be subject to review or overturning by the CGA.
3. Player’s Right to Contact the CGA
  1. Notwithstanding the limitations set out in Clauses 1 and 2 above, the Operator must not restrict the Player’s ability to contact the CGA directly in relation to matters including, but not limited to:
  2. suspected malpractice,
  3. breach of license conditions, or
  4. whistleblowing concerns.
4. Supervisory Use of Information
  1. While the CGA does not mediate individual disputes, it may use information received from players to support its supervisory and enforcement actions.