RANT Casino - Os ganhos do jogador foram confiscados.

Hello, I received bonus money from Rant Casino because I had previously deposited a lot.

With this money, I won over €3000 in total and then withdrew €3000. The maximum spin for the bonus is €5. I bought a €300 Super Bonus with a €0.60 stake. I thought that because it was under €5 (since buying free spins costs €5), I would have €500, and I figured as long as I stayed under €500 (since that's included in the €5 limit), it would be fine. But the casino deleted my €3000.

Hallo ich habe vom Rant Casino Bonusgeld bekommen, da ich vorher sehr viel eingezahlt habe.

mit diesem Geld habe ich gewonnen über 3000€ insgesamt und 3000€ dann auszahlen lassen. Die maximale Runde beim Bonus beträgt 5€ pro Spin. Ich habe mir auf 60cent Einsatz Superbonus für 300€ gekauft. Dachte weil es unter 5€ Einsatz ist weil Freispiele kaufen auf 5€ kostet 500€ und ich dachte solange ich unter den 500€ bleibe da das ja zu den 5€ gehört ist es gut. Aber das Casino hat meine 3000€ gelöscht

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kumba0112,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

 1.11.        You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila

Dear Team,

I am contacting you because there has been a misunderstanding regarding the purchase of free spins.

I purchased €300 worth of Super Free Spins with a stake of €0.60, and I did this several times. At the time, I wasn't aware that buying free spins in this way was not allowed. Technically, this feature remained available to me and wasn't blocked, which is why I assumed it was permissible under the applicable rules.

I assumed that the limit of €5 per spin only referred to the fact that one could not use a higher stake (e.g. €6) per spin, but not to the purchase of free spins up to a certain amount.

Additionally, I would like to mention that I have previously lost over €3,000 with you. It is therefore all the more regrettable that although the slot machine in question was a winner, I was not paid out the winnings.

I therefore very much hope for your understanding and a fair solution in this case, as it is, in my view, an honest misunderstanding.

Thank you in advance for your review and feedback.

Sehr geehrtes Team,

ich wende mich an Sie, da es bei mir zu einem Missverständnis bezüglich des Kaufs von Freispielen gekommen ist.

Ich habe bei einem Einsatz von 0,60 € die Super Freispiele für 300€ gekauft und zwar öfter. Mir war zu diesem Zeitpunkt nicht bewusst, dass der Kauf von Freispielen in dieser Form nicht erlaubt ist. Technisch war diese Funktion für mich weiterhin verfügbar und nicht gesperrt, weshalb ich davon ausgegangen bin, dass dies im Rahmen der geltenden Regeln möglich ist.

Ich bin davon ausgegangen, dass sich die Begrenzung auf 5 € Einsatz pro Spin lediglich darauf bezieht, dass man keinen höheren Einsatz (z. B. 6 €) pro Dreh verwenden darf, nicht jedoch auf den Kauf von Freispielen bis zu einem bestimmten Betrag.

Zusätzlich möchte ich erwähnen, dass ich zuvor bereits über 3.000 € bei Ihnen verloren habe. Umso bedauerlicher ist es für mich, dass der betreffende Slot zwar gewonnen hat, mir der Gewinn jedoch nicht ausgezahlt wurde.

Ich hoffe daher sehr auf Ihr Entgegenkommen und eine kulante Lösung in diesem Fall, da es sich aus meiner Sicht um ein ehrliches Missverständnis handelt.

Vielen Dank im Voraus für Ihre Prüfung und Rückmeldung.

Dear Kumba0112, thank you for your response. You mentioned that you have purchased €300 worth of Super Free Spins. Could you please clarify how many Free Spins have you bought and how much did you pay per Free Spin?

Thank you in advance for your reply.

Hello, yes, I've bought the free spins a few times.

10 free spins cost €300 at 60 cents each.

I didn't know that, because otherwise it would be blocked. But it isn't.

Furthermore, I shouldn't have made any deposits at all; I had myself permanently banned from the chat at the time. About six months later, I requested a revocation, and it went through without any problems.

Therefore, I expect some leniency from the casino because I deposited over €3000 and shouldn't have done so since I had myself permanently banned.

Hallo ja die Freispiele habe ich paar mal gekauft.

10Freispiele kosten auf 60cent 300€

Ich wusste das halt nicht , weil sonst wäre es ja gesperrt. Ist es aber nicht.

Auserdem hätte ich gar nicht einzahlen dürfen, ich habe mich damals im Chat dauerhaft sperren lassen. Habe dann ca 6Monate später um Aufhebung gebeten und es ging ohne Probleme.

Deswegen erwarte ich vom Casino ein entgegenkommen weil ich habe über 3000€ einbezahlt und hätte es ja gar nicht dürfen da ich mich dauerhaft sperren lassen habe

Dear Kumba0112, thank you for your response. Could you please advise on the reason you were banned from accessing your account?

I contacted customer support via chat after losing approximately €4,000, requesting that they permanently block my account. When the agent inquired further, I explained that I had lost too much money and wanted to exclude myself permanently. However, self-exclusion on the website is only possible for up to six months.

Ich habe damals dem Chat geschrieben nachdem ich ca 4000€ verspielt habe, dass sie bitte mein Konto dauerhaft sperren sollen. Auf Nachfrage des Agenten gab ich an , dass ich Zuviel Geld verloren habe und mich dauerhaft ausschliessen will., bei der Selbstsperre der Website ist nur bis zu 6 Monate möglich .

Dear Kumba0112, thank you for your response. Could you please advise on the timeline of the events? When did you request a self-exclusion from RANT Casino? When did you regain access to your account?

Additionally, could you please forward your original self-exclusion request to my email?

Thank you in advance.

On November 22nd or 23rd, I had myself permanently banned via chat.

And have it unlocked again on March 21st.

I did it via chat; unfortunately, I no longer have the email address, but it's certainly stored in the casino's system.

Am 22.11 oder 23.11 habe ich mich per Chat dauerhaft sperren lassen.

Und am 21.3 wieder entsperren lassen.

Habe das per Chat gemacht die Email dazu habe ich leider nicht mehr , ist dort im Casino aber sicher im System hinterlegt

Kindly be aware that without adequate evidence indicating that you expressed gambling concerns which the casino failed to acknowledge, we will not be able to request refunds of your deposits from the casino. I completely empathize with how disappointing it must be to feel unprotected by the casino, but gambling establishments are only required to implement responsible gaming measures when gambling-related issues are explicitly stated.

Could you kindly share any evidence regarding the disclosure of gambling-related issues to RANT Casino?

Thank you in advance for your reply.

When the casino asked me I wanted to be permanently banned, the casino asked why and I said I had gambled away too much money.

As mentioned above, my account was then blocked for about 5 months until I wrote to ask if they could open it.

That worked.

For me, "permanent" means permanent.

I wanted to quit permanently because of too much money gambled away; this clearly indicates an addiction, and the casino needs to take this seriously.

Otherwise I would have taken a 6-month self-exclusion from the site, but I explicitly wrote in the chat that it was permanent.

I wrote that they should show the chat logs. I have no further evidence.

Ich habe auf Nachfrage des Casinos gesagt ich möchte mich dauerhaft sperren lassen, dass Casino antworte warum und ich habe gesagt ich habe Zuviel Geld verspielt.

Mein Konto war dann wie oben erwähnt ca 5 Monate gesperrt, bis ich geschrieben habe, ob sie es öffnen können.

Das ging dann.

Dauerhaft bedeutet für mich dauerhaft.

Ich wollte dauerhaft aufgrund von Zuviel verspielten Geld das deutet ganz klar auf eine Sucht hin und das Casino muss das ernst nehmen.

Sonst hätte ich 6Monate Selbstausschluss auf der Seite genommen , aber ich habe explizit im Chat geschrieben dauerhaft.

Das habe ich so geschrieben sie sollen die Chatprotokolle zeigen. Mehr Beweise habe ich nicht

Unfortunately, we are unable to assist you without evidence in this situation.

In matters concerning self-exclusion and refund requests for funds expended on gambling, our policy mandates that we obtain evidence from the player to effectively pursue the case. Without such evidence, we unfortunately find ourselves limited in our ability to engage with the casino on your behalf.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Dear Kumba0112,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kumba0112,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila