RANT Casino - Player’s bonus winnings have been voided.

Hello,

they have sended me this.

i did not do bets above 5€.

they take ur money away after.

i have outplayed the bonusses so i had only real money left. it was 1053€ i played a bit so i can withdrawal 1000€ and than they sended me this email.

this is not true.

We are writing to you regarding your withdrawal request of €1,000.00. Unfortunately we had to decline your withdrawal request due to a breach of our Terms & Conditions.

Winnings were generated while placing bonus bets over the limit of the promotion (€75.00). By placing bets over the limit of €5.00 during bonus rollover you breached the Terms & Conditions of the promotion hence your withdrawal request being declined and winnings generated were voided. 

For more information about our Bonus Terms & Conditions, please visit https://www.rantcasino.com/bonus-terms

If you have any other questions, concerns or comments, please do not hesitate to contact our customer service team.

Sincerely,

Payments Cashier

Dear leroyvenema,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„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."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

However, please do not hesitate to forward your game history in Excel format along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly. Do I understand correctly that greater bets were placed after the bonus wagering has been completed, but before requesting the withdrawal of your bonus winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear leroyvenema,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.