Casino Extreme, Casino Brango, Casino Adrenaline, Yabby Casino Support and Complaints Thread

Hello,

After a recent issue with my go to online btc casino, I decided to give Casino Adrenaline a test run this evening and I was actually very impressed. My initial experience could not have been better especially considering the fact that I actually won on the free spins given at registration. I was told all I had to do was make a verification deposit to cashout my winnings which I did. To make a long story short, I somehow was locked out of my email and unable to confirm the cashout address after requesting my withdrawl. I have tried endlessly to acces that email account and I have had no luck. I did some reading online and was excited to see that this particular situation jhas happened to a couple others before but the agents in live chat were able to assist them and able to get them cashed out. Unfortunately for me, i am not so lucky, After speaking to two agents, both are unable to help me. I understand that procedures are in place to protect players and that is totally understandable but I assumed since others had been able to get assistance for the same issue it would'nt be this hard. I even suggested to take into consideration that the session which I was requesting my cashout from was still the same session which I registered from which would clearly prove that I am the rightful owener. It just sucks considering I had won and made a deposit and now I can do nothing. I humbly request your assistance in helping me cashout if you can. My withdrawl request is pending and all I can do is hope that you will help. I have my password for the casino, and that is not an issue, it's the email address which I registered from that I am not able to access for some reason. I am working diligently to try and regain access but I don't seem to be getting very far with support.

Again if you could assist and approve my request for withdraw, I'd be so grateful

email address on account is - personal email address removed due to privacy reasons by moderator MarijaS

Respectfully.

Jr

YaBoyJr,

We've sent an email to the Casino Representative and asked him to reply in this thread regarding the issue you're having at Casino Adrenaline. Please keep an eye on this thread for the updates.

Hello YaBoyJr,

Hope you are well.

I am very sorry to hear of the inconvenience caused to you by this situation. Furthermore, I must regretfully confirm that our hands are tied in this situation.

We are not able to process withdrawals untill the payout cryptoaddress is confirmed, through the registered email inbox.

The optimal way to resolve this situation is for you to regain access to the email account you registered your account to, and properly confirm your payout cryptoaddress. We will promptly process your payout after that happens.

You've had access when confirming your account, which, as you state, happened in the same session when you requested a withdrawal. Re-gaining access to that email shouldn't prove too difficult, as you've used it very recently.

Unfortunatelly, we have no way to help you with this part of the process. You must ask for Customer Assistance from your email provider. We wish you the best of luck with this, and hope to hear from you very soon.

Kind regards,
Mikey
Casino Management

Hi Mikey.

did the guy ever get his withdrawal from Yabby Casino? My reason for asking is I claimed a free chip and met playthru and I withdrew it yesterday but the casino said I had to make a deposit first using BTC. I did that and they said I needed to send in documents and I did that and they locked my account but live help assured me it was only temporary until my account has been verified. I am not saying the casino is bad because I am new there and they are new to me. Just wondering about others experiences playing there. 

Thank you

Hello I play at extreme brango and yabby and have withdrawn from all 3 never any issues and the withdrawl from yabby was I believe it was on a cashback. I'm sure you will be ok these 3 are the most trustworthy I've had the pleasure of playing 

Hello palmtree,

If you want us to contact the Casino Representative to check what's going on with your withdrawal, please send me your casino username in PM inbox.

Hello palmtree,

Thanks for sending over your casino username. We've sent an email to the Casino Representative and asked him to post a reply in this thread.

Hi Mikey,

Having issues with claiming the $33 free chip from lcb shop.  The reason given is that I didn't deposit enough to qualify, but I've deposited $137.50 over the past 10 days and didn't claim any freee chip after last 2 deposits which totaled $50.73.

I'll pm you my yabby username now.

I used a chip I bought from LCB on Brango Casino and every since then they have denied me of all loyalty rewards. I have been in the top 50 depositors list several times and I never use a deposit bonus. Prior to using the lcb chip I was given a reward " freebie" after each deposit. But not one since I used that chip. Do they frown upon using chips purchased threw lcb or what? 

Same thing happened to me on both Casino Extreme and Brango. Rarely claimed any deposit bonus but often got some sort of free chip or free spins between each deposit.

After playing on Extreme for 4 years and 8 months and Brango since they opened, making hundreds of deposits, they started denying my lcb chips, so I would have to post in this thread and mikey would credit them.  After being very cagy they eventually they told me explicitly that I would no longer receive any bonuses at all until my 'bonus ratio' was better, but they refused to tell me what that meant in terms of how many deposits I needed to make or how much I needed to deposit, so I told them I wouldn't be able to keep playing there without any promotions or details on what needed to happen to get promotions. 

It's a bummer bc they were by far my favorite to play on - but there are plenty of others willing to take my money :)

Hopefully Yabby isn't doing the same thing now as they just rejected my lcb shop bonus even though I met all the requirements.  Fingers crossed it was just an oversite.

Update: Didn't realize while I was typing that last post I had a pm from blue informing me Yabby credited the bonus, thanks blueday!

Hello palmtree,

Hope you are well.

Please note that all of your funds are on your account and ready to be withdrawn. Please contact Customer Services to have your cashout finalized.

I am sorry for the inconvenience and confusion caused by changing your balance. That was part of standard procedure, due to the fact that a deposit cannot be processed while player balance is above $1. This is one of the terms stated on our website, and it helps prevent issues with withdrawing for regular every-day customers.

Once your verification deposit went through, and your account was fully verified, your winnings were returned to your balance, and you can now withdraw them.

Hope this information helps. Please feel free to contact me should you need further assistance.

Congrats on the win!

Kind regards,
Mikey
Casino Management

Hello finallyfinally,

Hope you are well.

I am glad to see the situation was resolved with the best result.

Please note for future reference, that it may take a day or two for your LCB purchase bonus to be completely processed.

Also, please note that we are not able to make exceptions to the requirements of these LCB purchases. As they are paid for, it would be very unfair to pick and choose rules to follow for individual customer requests. Therefore, everytime a LCB Shop bonus is declined, we give a detailed explanation of which requirement of the bonus wasn't met. If all are met, we always process the bonus.

@ericadawn11-0, I am sorry to hear you are not satisfied with our Loyalty Bonuses lately. Please note that our Loyalty bonuses have nothing to do with LCB Shop bonuses. Loyalties are processed mainly based on your casino activity.

@Tjb072003, thank you very much for your kind words. We work very hard to provide our very best, and are always happy to know that our services are enjoyed, and considered trustworthy. I hope to see you with us very soon.

Kind regards,
Mikey
Casino Management

Hello @Lizbb88,

Hope you are well.

Hope you are well.

Please allow me to apologize for the inconvenience, the delay, and the confusion caused by this situation. Please note that we were doing our best to confirm receipt of funds you've sent a while back, but due to uncertainty from third parties involved, we were not able to do that up until today.

The good news is, we are now in possession of the funds you've sent then, and want to reimburse you in one of two ways:
1) We can re-activate your account, credit your deposit, as well as a matching chip as a small token of our appreciation for your patience and understanding
2) Alternatively, if you would like to keep your account closed, we can refund your transaction to a cryptoaddress of your choosing.

Please contact our Customer Service and let them know how you would like to proceed.

Thank you so very much for your understanding. While we are sorry it took this long, we are very happy that the situation was resolved.

Kind regards,
Mikey
Casino Management

Yes. I got them.

Thank you

Hello palmtree,

We're glad to hear that. Thanks for letting us know!

So, I won 2 monthly tournaments at casino Brando, only got .2 cents..am I missing something? I won 1 last month at casino extreme and got $100, does anyone have any insight?

Please provide me with your casino username so we can check with the rep. 

Hey Mikey, I sure am grateful to have you to turn to when there is a problem...and I have a BIG ONE!!! Thanks in advance for your help and for all the help you give others!

Ok so I'm going to try and make this as short as I can, but it's a long story so bare with me.  

I opened an account with Brango shortly after they opened and didn't play much up until a few months ago when I noticed the "instant Witbdrawal" advertisement and the great rating!  So I jumped in and started depositing.  I played a few times then they requested a credit card deposit form from me so I could continue using the credit card I was using. I sent in a ton of documents so there would be no questioning anything, and they replied that they didn't have an account with that email address attached to it.  So I thought maybe I used my Hotmail email address when I signed up so I told them it must be that email address. Again I received an email stating they didn't have an account attached to that email.  This confused me so I signed into my email and sure enough, all the emails from brango were right there where they were supposed to be...so the username I gave them was connected to my email address and i was continuing to get emails to that address from you guys.  So I figured it was just a mistake and since I had sent you guys all my information that all would be good from there forward etc etc.  So fast forward a few months and I started depositing using Bitcoin. It was fast and easy and the bonuses were great.  I don't know how much or how many deposits but a good amount...probably a couple thousand dollars or more but I never won too much until 3 days ago.  I deposited $150 and I hit one for almost $4000! Then I made playthrough and I had around $3500 left! What a miracle and a godsend! It literally was a gift from God to my family! I was weeping with joy!  Then I tried cashing out....and it wasn't INSTANT. I was told that I had to verify my account although I had already sent in a ton of documentation months ago I had to do it again.  Then I was told it could take days to process it and there was no number i could call to the banking department. So I again emailed the banking department .y passport card, my state driver's license (front and back of both) as well as a bank debit card in my name (front and back)and a piece of mail to my address on top of a utility bill that I sent in along with my username and my date of birth.   I wanted it to go smoothly and quickly....I needed the money so bad I literally was standing there watching my email praying the response would come in quickly! Well, it took about a day before with head of banking emailed me back. Alex I believe was the name. He informs me that "as I've told you previously, your email address doesn't match up with any account we have on file and we can't process any withdrawal for you because we can't verify your account without an email on file."

So I respond to him begging him to just look it up....look it up through my username and I know he is wrong because I AM STILL GETTING EMAILS from you guys every single time I deposit to my email address that I told you I had on file!  I get no response. So I go into my email and I take screenshots of the emails and send them to him begging him to look at them! Then I sign into that email account and actually forward your own messages back to you(I had just received the "loyalty reward" email that morning..the same email I get everytime I deposit)hoping this will be enough!  No response. 

I then call the toll free number twice and it rings and rings and rings. No answer.  So I emailed your promotions department a d customer service department and live chat again 2 more times ...nothing they can do. Promotions tells me sorry they can't help me to email banking.  I just begged for someone to take a look besides this Alex guy who seems to literally want to personally torture me.  It shouldnt be this hard. You guys say instant withdrawals...I used Bitcoin so this wouldn't ever happen....but it still happened. 

So I just gave up. After a day had passed with zero I knew I was never going to get paid the money I won.   I tried one more time to withdrawal the money and it again wouldnt allow me to do it.....so I just jumped on a slot and blew the 3500 bucks as fast as I could blow it.  It's heartbreaking knowing a place will happily and instantly take thousands of dollars from you but if you actually win, you will never get paid.  I feel like such a fool.  

I don't really even know why I'm writing this except to say that it is horrible what Brango Casino has done to me.  I jumped through every hoop multiple times and did what I was asked AND MORE but it didn't matter what I did.  Alex wasn't going to allow me to get any money I ever won. Period. I just wish I would have known that before I continued depositing my hard earned money at your casino. Why let me continue to deposit? Why take my money and send me promo emails? Why take my money if you won't ever pay me any of my winnings?  That's not even gambling...it's stealing.  

Sorry for the length of this post ...but it's the truth in its entirety. You can check all the emails and livechats and anything else. 

Username is dknocks25

Email address is [email protected]

Hi dknocks25,

The casino rep has been notified. Please keep an eye on this topic. 

You're the best Melissa! Thanks 

iraqvet25

Thanks Corey Mees.

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

Dear dknocks25,

Hope you are well, sir.

Please know that we are deeply sorry about the situation. We never like to see these cases, which is the exact reason we are guaranteeing Instant Withdrawals to all our customers.

The only condition is that the Account is verified. Please note that this requirement is straight from our license provider, as we must ensure we are not allowing underage players to gamble at our Operations.

To further ensure no fraudulent activity takes place, one of the requirements for the verification process is that the Verification Documents must be submitted through the same e-mail address which the Member Account is registered to. This was the main issue we had while verifying your Account.

We've received multiple emails through a Gmail mailbox, but none were received by the email you are registered to. Our Head of Banking informed you that the documents must be submitted through the proper email inbox multiple times, but we never received the documentation through the correct address. Therefore, we are still not able to verify your Account.

Again I must note that I am sincerely sorry this situation happened, but I must also ask for your understanding. The request we have related to the email inbox used for Document submition is there to protect both you, the player, and us as the Operator.

I know it will not serve as much of a consolation, but please accept the Free Chip on your account as a small token of our appreciation.

We hope that this will not be a fatal thing for our relationship, and we hope to see more of you in the future. Just please verify your account before continuing your play, so we can avoid the same thing from happening again.

Thank you for your understanding.

Kind regards,
Mikey
Casino Management

Thanks for the response Mikey, but if you will look at the emails, the second email I sent said "oops,.must have been my Hotmail email" and the banking rep said "sorry, again we have no account registered to [email protected]" so it had nothing to do with me sending the email from the registered address. 

I have been told from day 1 that there was no account registered to my Hotmail account and I can promise you I was never told anything about sending an email from the Hotmail address....BUT even with no instruction from the banking dept I STILL SENT MULTIPLE EMAILS FROM THE REGISTERED EMAIL ADDRESS just in case that was what I needed to do.  I can forward you those messages if you would like! I sent messages from my registered Hotmail address to 2 or 3 different departments at brango just to make sure I had all bases covered but to this day I still haven't received a response. 

I'm not upset about the verification process Mikey. I have no issue with that. My issue is that when I needed so desperately to cashout that 3500 dollars I tried EVERYTHING IN MY POWER TO VERIFY MY ACCOUNT WITH SEVERAL MESSAGES FROM MY REGISTERED ACCOUNT....but never got a response from the banking department.  What more is anyone supposed to do?  I even gave all my info in the emails ....2 different picture IDs and 2 different proof of residence documents as well as a credit card in my name. I was so deaoerate to cashout this money I literally BEGGED them to just tell me what else I needed to do! I think I sent 7 or 8 or more total emails and just to be totally clear, I sent multiple emails FROM THE REGISTERED HOTMAIL ADDRESS to the banking department as well as other departments begging them to help me with the banking department.  If there was something I did wrong or some detail I left out(I knew logically and rationally there isnt any more info anyone could ask for.  I could get a new passport with all this documentation lol)then why couldn't they tell me what it was? 

What answer did I get? NONE. NO MESSAGE. NO EMAIL. NO NOTHING.  

I hope you don't see this as an attack in you Mikey. It is not at all my friend. I genuinely appreciate you taking the time to help me, and I understand you work with these people and I expect you to have their side on this-----im only a player and you have to work with these people daily-----but the truth is the truth, and what I'm telling you is the truth.  If you would like me to forward you all the emails I will

thank you very much, greatly appriciated

Dear dknocks25,

Hope you're doing well.

First of all we want to apology for any inconvenience caused.Please note, we have to follow the therms and conditions stated in our banking department:

https://casinobrango.com/form-info 

When we received your email in Friday,right after few seconds you received respond from us:

Hello,

Thank you for contacting Casino Brango Banking Department.

Please be informed that your email:  has been received, and one of our Analysts will review it and respond shortly. This department is handling Account and Credit Card verification's only. If your inquiry is related to any other issue, please contact our Customer Support team.

If you have sent us documents, please note that verification may take up to 7 business days to be finalized. To increase your chances of a successful verification, please review the documents you’ve sent, and ensure that all of the following is included:
1) A valid ID document (Passport, National Identification Card, Driver’s License)
2) A picture of a recent Utility Bill (please make sure the entire Utility Bill is visible)

After checking your account we noticed that you sent documents from an unverified email address in Casino Brango.For that reason, we have sent you another email:

Good day ******,

 Hope you’re doing well.

 As I said in previous emails,you have to send documents from verified email address in Casino Brango.

In your case: *********

 Please send documents including selfie holding ID,so we can verify your account.Sorry about any confusion.We received documents from some other email.We cannot know if it’s really your email.That is the reason why we request email verification and account verification.

Sincerely,

Alex

Head of Banking Department

Casino Brango

So far we have not received the documents from your verified email address.As soon as we receive,your account will be immediately verified.

Once again please accept our apology for any inconvenience caused.

As a small token of our appreciation your account will be credited with a free chip.Please contact our support team to receive your reward.

Sincerely

Mikey 

Good day Corey,

Hope you're doing well.

Unfortunately you are not eligible for tournament rewards,because you played two monthly free tournaments without any deposits between last month.

As stated in tournaments terms and conditions:

* Only one non-entry fee tournament prize may be claimed between deposits.

* All entry fees need to be bought with real money and no bonuses / tournament winnings / promotional funds may be used to enter a tournament or add to a tournament score.

* All winnings from non-entry fee tournament need to be wagered at least once before withdrawal.

* Tournament prizes claimed by players that have not yet deposited at Casino Brango will be considered as if part of a no-deposit promotion and will be subject to our Terms and Conditions.

https://casinobrango.com/tournament

Sincerely

Mikey 

This is kimberly08 and I am inquiring about a promotion at Yabby Casino that was for 200 freespins if you solved a riddle. This was back in September. They emailed me and told me that I solved it correctly however, I first needed to make a deposit then it would be available to me. I have made several deposits since then and talked on live chat over a dozen times and they tried to give me 30 freespins instead. Which is not fair. Then I received an email from the Blog department stating they will contact me soon and still haven't heard anything from them. If you can please help me resolve this I would greatly appreciate it. Kimberly Cotterman (kimberly08)

Hi KimberlyCotterman,

We'll notify the casino rep and see if there is anything he can do for you. Keep you posted. 

Thanks 

Dear Kimberly,

Hope you are well.

Thank you for your post. I am very sorry for the inconvenience you experienced with us.

With that said, I must, regretfully, confirm that you were not eligible to claim the Free Spin promotion you are referring to.

As per the terms of the promotion, rewards would be available for claiming only during the last week of September, 28th of Sep - 4th of October. You've solved the riddle correctly, which qualified you for claiming the free spins, but you've failed to meet the other terms of the promotion within the given timeframe, which is why your free spins could not be added. Our blog department informed you via email that you need to make a deposit in order to claim your reward. Unfortunately, you haven't done that in the required timeframe, by the 4th of October.

Your first deposit after the email sent by our Blog department was made on the 15th of October, more than 10 days after the promotion already expired. This is why the reward could not, and cannot be added retroactively.

Here are the specific terms I've referred to in this post, copied from the Promotion page:

• Promotion is available only for depositors.
• Promotion will last until September 25th, 2020. and free spins will be processed the following week.
• No two free promotions available between deposits.

I hope this helps explain the situation. Thank you very much for your patience and understanding.

I am sorry I wasn't able to help more.

Kind regards,
Mikey
Casino Management

Was at first pleased for once by this rtg. However, after a couple deposits and bonuses played, came home from work and found a set of spins applied to my promotions section. As a fairly new player here, i thought this was some kind of extra bonus or something. Played through for about an hour and won the 100 max cash out. after goiong through the withdrawal process and sending the reply email for confirmation of withdrawal, i was emailed back saying that the coupon used was a duplicate for the weekly bonus, and that it was voided. Understandable in some aspects, but why then was the bonus given to me if it could not be paid out? Typical rtg nonsense. Why mess around your new players over a measly 100. im sure you can afford it. Will not be back unless this is resolved because i had high hopes for this place with the at-first friendly staff and very fast payouts. Turns out they are just like all the rest though. Sad days. hoping someone can fix this so i can return one day, but it is seeming unlikely, they offered a 10 chip in place of the already won bonus and we all know it wont happen twice in a row, id rather just get the 100.

Hi Juggaloroscoe,

Could you please private message me your casino username? We're going to notify the casino rep and see what happened. 

Hi Juggaloroscoe,

Thanks for your comment ,

Indeed, you have used this promotion twice which is why we couldn't process your winnings.

Apologies for any inconvenience caused.

Kind regards

Mikey

Casino Management 

It is an inconvenience enough to be denied that unless this is fixed i will not be depositing again because that just leaves a bad taste in my mouth. Ive been burned by enough rtgs. had hopes for this place. will stick to my regular sites. They arent afraid to pay out a few bucks and when they give you a coupon they honor it.

I just need to point out that the constant effort from Mikey the casino rep deserves some compliments!!! 

Hello Mikey

I have been waiting for the verification of my documents for a long time however they do not answer my emails ...

could you help me with that ?? please.

my username is ( zeleu14 )

yabby casino

thank you

Hi cris19,

The casino rep will be notified. We'll keep you posted. 

hello

the live help attendants do not show interest in helping are just repeating the same phrase...and these repetitions followed by silence are extremely irritating

"""as soon as the bank processes your document you will be notified by email""""

however there not is deadline as most casinos have..they say they can't help because they don't have access to the bank's email besides abandoning you during the conversation...

No problem. The casino rep has been notified and he will provide the update regarding your case soon. 

Hi cris19,

Happy New Year and Happy Holidays! Congrats on your Welcome Free Bonus Winnings!

Please accept my apologies for the delay on your verification. We usually handle verifications within 24 hours, but it being New Year Vacation Season, we are under a greater workload.

Please note, however, that we do have a stated deadline of 5 business days for the Verification Process. I see that your winnings were made on the 5th of January, so please know that you will receive an answer from our Banking Department in regards to your verification by Monday, 11th of January at the latest.

Another awesome thing is that, after this verification process is finished, you never have to worry about it again. All future Withdrawals will be Instant for you!

Thank you for your patience and understanding, and please let me know if there is anything else we can do for you.

P.S. @Allstarmikey, thank you very much for your kind words! Awesome nickname BTW! :)

Sincerely,
Mikey

Hello again cris19,

I have some good news! I just received word that your Verification has been finalized, and that your withdrawal can be processed now. 

Please contact our Support Team if you need any assistance withdrawing your funds, and let me know if I can help in any way. :)

Congrats on your winnings!

Kind regards,
Mikey
Casino Management

I just wanted to say I appreciate the customer service of your team Mikey. I've been playing with Extreme, Brango, and Yabby for a couple of months, and it's always been so great. They are very nice, you constantly give out bonus spins or chips to my accounts, and the speed of pay rates are the best out there in my opinion. I've given this brand of sites so much praise all over the gaming world, and suggest you 1st. I think you've even quoted me for your site reviews a time or 2. :) Keep up the amazing work, and thank you to you, and the rest of the team at Casino Extreme/Brango/Yabby. I look forward to logging in to your sites to have the best experience with gaming. Cheers!

-Chrostopher

hello Mikey13

I'm happy for your attentionn´´ 

my payment took less than 1 hour to process ... I was satisfied with how quickly I was paid

thanks

Hi Mikey13,

I felt the urge to reach out and let you know that I'm simply shocked!  Let me explain...

I signed up to Casino Extreme a couple weeks ago. I read all about your claims of easy and instant withdrawals. Yea, yea, yea...heard all of this before at other RTG casinos. I guess I'm gullible because I kept holding out hope that there was just one casino that could figure out how to payout instantly. 

I enjoy playing RTG games and I assumed that this was the downside...if you play RTG games then you will wait months for a payout.  No way around that.  I speak with firsthand knowledge as I'm currently going on my 4th month waiting for a payout from another RTG casino. 

So back to Casino Extreme...I signed up about 2 weeks ago. Heard about you in an email, figured I'd end up waiting for winnings from you just like all the others. But what the heck, why not try?!?!

First deposit I made turned into a modest win. Ok,so here I start thinking that I should have this payout by May or June. Well at least I'd have it for springtime fun. However Casino Extreme threw a wrench into that plan by depositing my winnings into my e-wallet within minutes. 

Let me repeat that...within minutes!  I don't know how you figured it out when a hundred other RTG sites either couldn't or wouldn't. 

Now that I've found you, I'm not letting go. Keep doing what you guys are doing, and continue to set the bar for what a "World Class" casino looks like!

Respectfully,

David

I tried to claim bonus and it says it's my country is restricted..but yet I've been playing here for a while 

Could you please private message me with your casino username so we can check with the casino rep what's the issue? US players are allowed to play there maybe you are not eligible for the bonus. We'll check with the rep. 

Hi, there seems to be no way to claim my LCB $20 chip at Casino Extreme. 

I deposited and the next day I had a "Loyalty Reward" of 40 spins on Spring Wilds, so I played it as usual.

I was explicitly told numerous time that, so long as I "Do Not Ask" for a chip thereafter I make my deposit, that I would have no problems in getting my SHOP CHIP.

And I never had any problems getting my shop chip.

NOW, there's only denial from the casino and the casino is telling me that I MUST MAKE another deposit.

I simply will not make another deposit and have the same "Loyalty Reward" scenario have taken place.

This use to be a great place to play.

Doubt you'll be able to help-but sometimes miracles do happen...

Hi blacky777,

Please private message me your casino username and we'll notify the casino rep.