The player from Sweden had his bonus winnings voided due to an accusation of redeeming another promotional offer when the old one was still active. The complaint was rejected as there were insufficient evidence from the player to continue resolving the case.
RANT Casino - Player’s winnings have been cancelled.
Amount: €10,000
RANT Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
1 year ago
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3 years ago
Translation
Hi I had no bonus left in my account when I checked my balance so I chose to buy the dead or alive 2 bonus for 6euro which gave me 10,000euro but rantcasino said I had bonus left so they canceled the withdrawal and took back the 10,000euro for that they said I had a bonus left but which my balance did not show via the information in my account (which indicates that my bonus was already traded before I bought the dead or alive 2 bonus) I need serious help because I think they are trying to fool me! !!! Please help me I'm going under here
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3 years ago
Dear Tobias,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how much was your active balance when you have purchased another bonus?
If there’s any relevant communication, please forward it along with your bonus history to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hi Petronela!
I deposited money without a bonus the only free spins I got early in my gaming session. Long before I won
My account has been suspended at RantCasino without my knowledge
I checked my account just before I bought Dead or Alive 2 feature buy to see if I had any bonus active, but I did not. Which I then assumed that my 20 free spins had already been turned over. But according to Rantcasino I had a bonus which my account did not show at all
And I know you can not buy bonus rounds for bonus money which I am aware of!
Therefore, I chose to buy dead or alive 2 for my last real money (I do not remember how much the last money was, but something around 10-6 € I had left) that my account showed just then which resulted in a profit of 10,000 €
Then I took out the money as usual and it did not say that I had a bonus
Because I know if you try to withdraw money with a bonus, it does not work because it says that you have to turn over your money, which it absolutely did not say!
But Rantcasino claims that their system showed that I had a bonus, which my account information did not show !!
It said Real Balance € 10,005 Total Balance € 10,005 Bonus Balance € 0
I have been playing for 7 years and know what a bonus means. I would never have bought dead or alive 2 feature buy if I had had a bonus because then I know I'm breaking the rules
But my account showed no bonus balance at all !!
HELP ME PLEASE ❤ 
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3 years ago
Thank you very much, Tobias, for your reply. Could you please forward your bonus and game histories before we'll contact the casino?
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3 years ago
Thank you very much, Tobias, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
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Thanks for the help Petronela ❤
Hi Nick hope you can help me with this! Above you see all the information I have to tell! 🙂
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3 years ago
Hello Tobias,
I'm Nick and I'll be asssint you from now on in your case. I would like to ask RANT Casino to join us and help us resolve the player's issue.
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3 years ago
Dear Tobis,
The casino received a notification about this complaint to their e-mail address. Even in case they wounldn't reply within the given time we have still other ways to contact them.
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3 years ago
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The top!
I am very happy that there are people who want to help me. Have barely slept a nap because of this!
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3 years ago
Hi Tobias,
Sorry to hear that you had a bad experience at RANT. I have looked into your case and I checked all your game history. You played with winnings you had won from the free spins that you received.
With those free spins winnings, you made two €6 bets in Dead or Alive 2. The max bet on bonus funds is €5 and Dead or Alive 2 is also listed on the bonus restricted games.
One of your bets resulted in a big win but unfortunately, the win is not valid as it breaks the bonus terms and conditions.
I see your concern about the big win not showing as bonus money in your total balance. Let me explain why that may have been. Firstly, bonuses show on your balances where you have sent the screenshot of. You need to go into the cashier to get the real balance and bonus balance breakdown. Note also that if you place a bet that brings your balance almost to zero on free spins winnings, the 35x wagering requirements are zero'd out so they're not carried to your next deposit. The bonus terms still apply though when it comes to winnings from bonus funds.
Your account was closed due to some of the concerning comments made on chat and we emailed you details on this at the time. Let me know if you did not get that email and I'll ask the team to resend it.
Kind regards,
RANT
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3 years ago
Translation
Rant Casino
I checked before I bought the bonus in dead or alive 2 if I had any bonus balance and in my account where it says real balance, total balance and bonus balance I had no bonus. There was also no marketable over my bonus, which I then interpret as meaning that there was no bonus left at all in my account and therefore I bought Dead or Alive 2 feature buy for the last real money I had left. I am aware that you may not buy bonus rounds with bonus money.
Bonus balance clearly showed me ZERO. Do not know how many times I will have to explain this!
I have never in my 7 years as a player broken the rules when it comes to bonuses via casino. If it is the case that my account had bugged or if your system shows errors, it is not my fault that I bought the bonus round in dead or alive 2 when it showed that I had no bonus in my account information!
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3 years ago
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There were no indicators at all in my account that I had any bonus before my buy round on dead or alive 2. I know how to check bonuses and am aware of its rules. Have played with bonus at Rant before and never broken its rules. My account showed 0 on bonus balance. No wagering bar or anything when I would withdraw my money
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3 years ago
Hi Tobias,
Unfortunately, that is not showing to me from the game history. We checked our system and the wagering is showing up for everyone.
As I said in my previous reaction, I see your concern about the big win not showing as bonus money in your total balance. Let me explain why that may have been. Firstly, bonuses show on your balances where you have sent the screenshot of. You need to go into the cashier to get the real balance and bonus balance breakdown. Note also that if you place a bet that brings your balance almost to zero on free spins winnings, the 35x wagering requirements are zero'd out so they're not carried to your next deposit. The bonus terms still apply though when it comes to winnings from bonus funds.
Kind regards,
RANT
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3 years ago
Translation
I will not give up because of this because I know I have not made any mistakes. I always check my account before deciding to buy a bonus in a game to make sure I do not have a bonus in my account.
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3 years ago
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Rant Casino I know how bonuses and turnover work with you I have played with bonuses before with you and never ever broken the rules! I went into my account before I bought the bonus round on Dead or Alive 2. Checked if I had any bonus. The bonus balance was 0 €, which I then interpret that there was no bonus in my account at this time. There was no wagering bar on my account either before the dead or alive 2 round. I do not know how many times I will have to explain this. Had I known that I had broken the rules, I would never have fought so much for my profit. I know I'm not done anything wrong. My balance looked like the following REAL BALANCE 13,39 € TOTAL BALANCE 13,39 € BONUS BALANCE 0 € before I bought Dead or Alive 2. Not sure about the balance but something around 13 € I had left
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3 years ago
Dear Rant Casino,
Could you please provide us the gaming history of the player so we see what really happend? If yes, please send it to nikolas.b@casino.guru. Looking forward to your answer.
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3 years ago
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Yes I really want help with this because I know I had no visible bonus balance when I checked my account information under the balance column. Where it says Real balance Total balance and Bonus balance. There were no indications or visible bonus via my account before and after my win. Do not know how many times I need to say this. I feel so misunderstood that I cry. Because I've never tried to fool a casino. I know how to proceed when it comes to playing with bonuses. I'm just telling the truth !!
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3 years ago
Hi there,
We can only share the player data with the player due to the GDPR law. You are free to forward this information to Nick if you wish Tobias.
I will send you the player data as soon as possible Tobias at the email address you registered with us.
Kind regards,
RANT
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3 years ago
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Yes I can do that but what I do not understand is why my account showed me that I did not have a bonus balance at the time I played dead or alive 2? But according to your system, it showed that I had? That's why I've running this eternal discussion because I played over what my account showed me and if it's my account had a bug, I should not miss out on my winnings. That's why I'm feeling cheated on you right now. And yes I went in via my account and checked the total balance and it said 0 € on the bonus balance
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3 years ago
Thank you for the cooperation. Dear Tobias, feel free to share the information with us if it will be needed. Maybe you will find the misunderstanding by your own aswell. If you do, please let us know the outcome. Looking forward your answer.
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3 years ago
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Nod!
I have looked at the game rounds that Rant has shown me before and it says according to their system that I had a bonus. But it did not in my account at the time when I played dead or alive 2. Believe me I have played with bonus several times at rant and other casinos never been any problem and I know that winnings are not if I break the rules. But I have not done anything wrong and therefore I take care of this with all my free time. My account never showed me any bonus when I checked before and after dead or alive 2. I therefore want to know if there was any technical problem with the account at that time? If that is the reason, then my profit can not be missed as I have NOT made any mistakes but just followed what my account has shown me. I also have a partner who sat next to us when we played together. He is also just as annoyed about how things have been handled. Do not know how much energy you can put into this as I feel really upset that no one listens to me. There was never any wagering bar, no information at all that I had a bonus before or after dead or alive 2. No information that I had a bonus when I took out was also displayed. I interpret this as meaning that my account did not have a bonus.
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3 years ago
Dear Tobias,
There was also mentioned that you did bet over the max bet rule which is 5€. Is this visible in the gaming history aswell? If your winnings were generated from the bonus round and you did break the terms, it doesn't really matter wheather you had any bonus balance left from before as the winnings are not legit anyway.
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3 years ago
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Dear Nick
I had no Bonus in my account according to what my account showed me
But according to Rant, did I have a bonus?
I bought a bonus round on Dead or Alive 2 for 6 €
With real money you can buy BonusBuys in games no matter what bet
It is only if you have bonus money that you may not have a stake higher than 5 € and I know that
This is what I have explained a thousand times that my account showed that I had no bonus!
I would never have bought a bonus buy for 6 € if I had seen that I had a bonus
But my account showed me NO bonus balance at the time
That's why I'm so annoyed at how everything has turned out
That their system says I have bonus money while my account showed me only real money left
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3 years ago
Hi Tobias,
You deposited.
After your deposit, you received two different sets of free spins.
You built your free spins winnings up and did bonus buys on Dead or Alive 2.
The winnings are not valid because:
The bets were over the €5 bonus maximum
The bets were on a restricted bonus game
Regardless of points 1&2, the max winnings for free spins clause in the bonus terms & conditions apply.
I hope this clears things up.
Kind regards,
RANT
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3 years ago
Translation
Men Rant
This is what I'm crazy about
For my account, no bonus balance showed me when I checked my account before Dead or Alive 2
Then I exclude that my free spins winnings were at the time gone and turned into real money because my account did not show any wagering or bonus balance.
And when they have switched to real money, you can bet whichever bet you want. Which I have always done and been able to withdraw the money!
My account showed me no bonus before dead or alive 2
It showed no bonus balance after I had won on dead or alive 2 either
How many times do I have to say this ??
The only thing that was shown before dead or alive 2 was real money
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3 years ago
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I have not done anything wrong at all.
I just went over what my account has shown me, I knew I had gotten free spins before and sat and played some other slots before dead or alive 2.
Then I checked my account when I finished the game I played just before dead or alive 2
That was when my account only showed me real money and no bonus balance.
This means that when you use real money, you can have any bet.
Only bonus money has rules.
I would never have put time and resources into this if I had had a bonus in my account because I am aware that I may not bet over 5 € when you have a bonus, but my account never showed me a bonus balance when I started playing dead or alive 2.
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3 years ago
Dear Tobias,
I can fully understand your point of view in this case. However, if there isn't any real evidence of your statement - that you had 0 bonus balance before buying the Dead or alive bonus - we have to agree with the casino. If their system is showing that you had bonus balance - and it is proven by the document you received - we have no other option, only to believe the casino. I'm really sorry but the case can't be built based on what you say vs the evidence of the casino. It would be a totaly different case if you would have any kind of screenshot or other proof. However, in this case we will be forced to reject the complaint as insufficient evidence provided by you. I'm really sorry for the outcome of this case but we can do nothing without hard evidence.
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3 years ago
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This is what makes me so disappointed to play casino.
Played for 7 years and finally I win something you could only have dreamed of
I am very seriously honest when I say that the bonus was never shown on my account whether rantcasino says it or not. How can one trust a casino when one's account says another and their system something completely different? How could I know that I would have to take screenshots before I even played dead or alive when I was just starting from what my account showed me and it was only real money I had left. I feel very cheated and cheated by Rant actually .. No compensation or explanation as to why my account showed me real money and their shown bonus money from me?
No technical examination either. I'm the one who does not give in when I know I'm right in what I say. I do not know if this can be taken to court. Because I feel very deceived and cheated on my profit.
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3 years ago
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I never learn to get my winnings that I won on an honest game. It is not my fault that my account showed me that I only had real money left while rant showed that I had a bonus. And what are the odds that you now win so much on "bonus money" all so that they will not have to pay out the big winnings that are "miscalculated" do not think a shit at the casino anymore when you play for 7 years and such a pathetic mistake should happen. Thank you so much RantCasino for not taking your responsibility to check if my account at the time had a bug and misled me that I did not have a bonus or not. How should I interpret this when, from my point of view and account, I had no bonus. It is something that is mysterious here when it comes to such a large profit that you never manage to get otherwise. Here you sit and spend thousands of money from month to month and not even get the profit you have been fighting for for several years. You should take your responsibility so that you can trust what is in your account when you have a bonus or not. I played the games just like I usually do. Am always careful about buying a feature in a game by checking if I have a bonus, but apparently it turned out wrong this time when you won this big. I'm damn deeply depressed about how cheated I feel. I do not feel treated fairly. I have also contacted rant support several times in recent months regarding slots that have been slow and closed, but apparently there has never been a problem. Something tells me that they do not check things out clearly. There was no bonus in my balance when I played for the last money. Do not know how many times I have said it.
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3 years ago
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Then I think it's very strange that they just blocked my account. He did not even check my history on the game history. Now maybe they have tinkered with my history? I'm actually really annoyed about this
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3 years ago
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And now no one answers me of course ... this is how it works yes
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3 years ago
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They have closed my account for good. So I can never access it again haha it says a lot about what really happened haha haha
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3 years ago
Dear Tobias,
I'm really sorry for your experience but as I said, there is nothing we can do for you in this case as there isn't any further evidence provided by you so we agree that the casino is right. The complaint will be now closed for above mentioned reason. Please do not hesitate to contact us if you will come across any other trouble in the future, we will gladly try to do our best to resolve it.
Best regards,
Nick
Casino.guru
