RANT Casino - O pagamento do jogador foi recusado e a conta foi encerrada.

Hello, I deposited 100 euros on 25.12. for a 50 percent bonus

After successful turnover, I was able to request a payout of 1500 euros

I am fully verified and this is not my first withdrawal

Today, I received the following email:

Hello, We are writing to inform you that the management has decided to close your account after an internal investigation. As stated in our bonus terms and conditions:  1.23. We reserve the right to review your game/transaction logs. By this, you agree in advance that we carry out this procedure. If it turns out after an examination that you have participated or attempted to participate in a manipulative game strategy to take advantage of the bonus granted to you by the casino, we reserve the right to refuse, withhold, revoke or deduct your claim to a promotion, a win or a bonus, or to terminate your participation on our website and/or block your account. Under these circumstances, we are not obliged to refund any other funds than the original deposit amounts that are in the account.  We have declined your payout, deducted your balance, and refunded your deposit using the same method. Best Regards, Payments Cashier

Since I won fair and square without cheating and adhered to all bonus rules and cannot understand the decision of the casino, I am writing this complaint.

hallo ich habe am 25.12. für einen 50 protzent bonus 100 euro eingezahlt

nach erfolgreicher umsetzung konnte ich 1500 euro zur auszahlung beantragen

ich bin voll verifiziert und es ist nicht meine erste auszahlung

heute erhielt ich dann folgende email:

Hallo, Wir schreiben Ihnen, um Ihnen mitzuteilen, dass die Geschäftsleitung nach einer internen Untersuchung beschlossen hat, Ihr Konto zu schließen. Wie in unseren Bonusbedingungen festgelegt: 1.23. Wir behalten uns das Recht vor, deine Spiel-/Transaktionsprotokolle zu überprüfen. Hiermit erklärst du dich im Voraus damit einverstanden, dass wir dieses Vorgehen durchführen. Falls sich nach einer Prüfung herausstellt, dass du an einer manipulativen Spielstrategie teilgenommen oder versucht hast, daran teilzunehmen, um einen Vorteil aus dem Bonus zu ziehen, der dir vom Casino gewährt wird, behalten wir uns das Recht vor, deinen Anspruch auf eine Promotion, einen Gewinn oder einen Bonus zu verweigern, zurückzuhalten, zu widerrufen oder zu entziehen, oder deine Teilnahme an unserer Webseite zu beenden und/oder dein Konto zu sperren. Unter diesen Umständen sind wir nicht verpflichtet, andere Gelder als die ursprünglichen Einzahlungsbeträge zurückzuerstatten, die sich auf dem Konto befinden. Wir haben Ihre Auszahlung abgelehnt, Ihr Guthaben abgezogen und Ihre Einzahlung mit der gleichen Methode zurückerstattet. Mit freundlichen Grüßen, Payments Cashier

da ich mit fairen mitteln gewonnen habe und nicht betrogen haben und mich an allen bonusregeln gehalten habe und die entscheidung des casinos nicht nachvollziehen kann schreibe ich diese beschwerde

Hello fowi30,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RANT Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Would it be possible to forward your betting history to nikolas.b@casino.guru? Is your casino account still open? When was the last time you spoke to the casino and what was it about? Did they specify what exactly did you breach by this term?

Looking forward to your answer.

Regards,

Nick

-Account is verified

-Casino account is blocked and I no longer have access to my betting history

-The casino has not provided any exact details or evidence of what they are accusing me of

-konto ist verifiziert

-casino konto ist gesperrt und ich habe dadurch keinen zugriff mehr auf mein wettverlauf

-das casino hat keine genauen details oder beweise vorgelegt was sie mir vorwerfen

Hello fowi30 and thank you for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Best regards,

Nick

Hello, fowi30,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite RANT Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear RANT Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Do I understand correctly that the casino confiscated the player's winnings for play that is allowed by the casino's Terms and Conditions? Or, is there anything that the casino did not disclose to the player?

If there was a breach of other of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

We have had communications with the player through our customer support team. Since the resolution we provided was not satisfactory to the player and we consider this to be our final decision, we understand that this might not have been the answer the player hoped for. 

If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR: 

EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta. 

Thanks,

RANT Casino

why can't the case be clarified here at Casino Guru?

I filed a complaint with the EADR about 10 months ago in another case and this

has not responded at all and I have not received a response to my complaint after over 10 months.

Due to this negative experience, I would like to ask the casino guru to clarify this case

warum kann der fall hier bei casino guru nicht geklärt werden

ich habe bereits vor circa 10 monaten eine beschwerde in einen anderen fall bei der EADR eingelegt und diese

hat überhaupt nicht reagiert und ich habe nach über 10 monaten keine antwort auf meine beschwerde erhalten.

aufgrund dieser negativen erfahrung möchte ich darum bitten das casino guru diesen fall klärt

Dear RANT Casino team,

None of the questions in my previous post have been answered sufficiently. Therefore, I would like to repeat them.

"Could you please provide us with an explanation of the player's situation in more detail? Do I understand correctly that the casino confiscated the player's winnings for play that is allowed by the casino's Terms and Conditions? Or, is there anything that the casino did not disclose to the player?

If there was a breach of other of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru)."

We could recommend the player turn to the ADR, but based on the information provided by him above, we would also be able to close the complaint on our side, however, not in favour of the casino. It would be closed as unresolved, likely as "against our Fair Gambling Codex", which would negatively affect the casino's rating. So, it would be highly appreciated if you could answer my questions and provide us with more details.

Currently, without any further clarification/details or supporting evidence from the casino, it seems like the player was playing within the casino's rules, which the casino's system allowed, below the maximum bet amount, but his winnings have been confiscated after such play anyway.

It would be great if we had a detailed explanation of all that happened there.

Can you confirm that the emails provided above in the complainant's previous posts were sent by the casino?

Please note that if the player had only one casino account at RANT Casino, in his own name, and he was able to fully verify himself and pass the KYC, while he played in a way that is allowed by the casino or within its Terms and Conditions (no other rules were breached), for now, we cannot see a justified reason to confiscate the user's winnings. If the casino allows playing games with different/high volatility, counts such bets to the wagering requirements, or does not enforce its rules sufficiently by the system, it is not very fair to confiscate players' winnings for doing it.

If you only would not like to share the details publicly, and so to disclose the manual for bonus abuse, feel free to send me an email. Therefore, my email address was shared in this thread several times. Alternatively, just ask me to mark your post(s) as "sensitive", so they would be hidden from the public completely, and visible only to the involved parties.

Thank you for understanding. Looking forward to hearing from you soon.

Hi there,

We understand that this might not have been the answer the player hoped for. If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR: 

EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta. 

This is all we can currently add towards this case.

Kind regards,

RANT

Why do you have a problem sending evidence to Casino Guru that supports your claim?

-The EADR will most likely not process my complaint or ignore it, as I had to experience before,

-For this reason this is not an option for me so I kindly ask you to send proof to Casino Guru

warum haben sie ein problem damit beweise an casino guru zu senden die ihre behauptung unterstützen?

-die EADR wird wird mit hoher wahrscheinlichkeit meine beschwerde nicht bearbeiten oder ignorieren wie ich es schon einmal erleben musste,

-aus diesem grund ist dies keine option für mich daher bitte ich sie höflich beweise an casino guru zu senden

Dear fowi30,

While we will wait for the casino's response, I have a few questions for you.

Do you know what the casino meant by "communications with the player through our customer support team" mentioned above? What solutions were offered to you, please? Are we talking about only a refund of your deposit, or were there any other suggestions for a solution? Did the communications take place via Live Chat or email? Is there a chance you have those communications saved and you could provide me with them?

Can you please confirm your deposit of €100 was refunded?

Could you also provide me with a referral number for the complaint that you submitted to EADR 10 months ago?

If it suits you better, feel free to use my email (branislav.b@casino.guru).

Dear RANT Casino Team,

So we did not get anywhere.

What is the problem with providing us with at least just an explanation of the situation?

Can you confirm that the emails provided above in the complainant's previous posts were sent by the casino?

Would Power of Attorney be an option for the casino so it could share the necessary details/evidence with us?

For now, it looks like the casino is not willing to cooperate with us in resolving the player's issue. As you might know, we also take it into account when calculating the casino's rating on casino.guru.

Please note if no further details are provided, considering all the gathered information so far, I will be forced to close the complaint as unresolved, which would negatively affect the casino's safety index on our website.

Or - do I understand correctly that the casino is refusing to cooperate with us in resolving the matter, and that there is no way how you could provide us with the requested?

Hi Branislav,

As you can see from our history we always react towards cases fully transparently. As we said, we cannot provide more information on this case than we already did. We do encourage the player to refer any of his complaints towards EADR and will provide all data requested from them.

Kind regards,

RANT casino

-I got my deposit of 100 euros back and the casino didn't offer me anything else

-communication was via email and I sent it to you

-die einzahlung von 100 euro habe ich zurück bekommen und etwas anderes hat mir das casino nicht angeboten

-kommunkation war via email und diese habe ich ihnen gesendet

Thank you for your response, RANT Casino Team.

Unfortunately, in accordance with the information in my previous posts and due to non-cooperation from the casino, the complaint will be closed as unresolved, and the casino's rating will be decreased accordingly.

Please note you can ask for reopening at any time in the future. We can review the matter and possibly reconsider our decision after receiving further data or the ADR's or regulator's final decision. If the player does not submit a complaint to ADR or the regulator at all - it is also valuable information for us.

Dear fowi30,

Thank you for your email and additional screenshots.

However, since we have not received sufficient answers or additional details/evidence from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

As was mentioned, there is one more option on how you can try to resolve your issue or speed up the process - I strongly recommend that you contact the casino's ADR - EADR, and submit a complaint to them (HERE), or contact the responsible gaming authority directly - Kahnawake Gaming Commission (KGC) (complaints@gamingcommission.ca). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. In case of any questions or news from the ADR/regulator, do not hesitate to contact me at branislav.b@casino.guru.

As mentioned, the casino can reopen this complaint anytime. Once it happens, you will be notified by email. However, it will be possible only after we receive more information and details.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru