The player from Germany had requested a withdrawal less than two weeks before submitting this complaint. The payment hadn't been processed yet. The player informed that the issue remained unresolved until the two-week mark, and later confirmed that the payout was received after notifying the casino about the complaint. The complaint was marked as resolved by the Complaints Team.
RANT Casino - Player claims that payment has been delayed.
Amount: €3,277
RANT Casino
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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3 months ago
Translation
Good day,
A while ago, I won €3277.16 playing slots at Rant Casino. I decided to cash out on 07/10/2024. My account is fully verified and should be ready for withdrawals. I waited patiently and then noticed that the payment is still being processed. I have contacted Rant's support multiple times and always get the same response: the payment is under review by the relevant team. Frankly, I'm starting to find this very strange since I haven't received any further information about why it's taking so long or what the problem might be. I even asked if they needed any additional documents from me, and they confirmed that my account is fully verified.
Best regards,
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3 months ago
Dear lleliasll,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Translation
Good day,
Thanks for the answer but I have not attempted to withdraw any money other than my winnings, and the two-week wait would be over tomorrow, July 24, 2024.
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3 months ago
Translation
Hello, my problem still exists and nothing has changed!
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3 months ago
Thank you for your reply, lleliasll. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Do I understand correctly that this was your first withdrawal attempt?
- Did you accumulate your winnings with or without an active bonus?
- Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.
Thank you in advance.
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3 months ago
Translation
Hello, everything's fine, I received the payout today after I told the casino that I had filed a complaint.
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3 months ago
Dear lleliasll,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
