The player from Germany is experiencing difficulties verifying their casino account due to missing proof of income. The issue was successfully resolved, the player received their winnings.
RANT Casino - Player’s withdrawal has been delayed.
Amount: €11,500
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
A wonderful good morning Casino Guru,
I heard about the Rant Casino through you, I hope you can help me. I've been registered there for a little longer, but I've really been playing there for about two months, almost every other day. The last few weeks have been up and down, I've paid in a lot but also paid out. Roughly estimated it was about 14-15k paid in and about 10k paid out. My account was verified and money was usually in the account after 2 to 3 days. On November 19th I requested a sum of 9200 € and another 2-3 days ago 2300 € to be paid out.
Now the problems started and my account had to be re-verified. At first you requested 3 pay slips + bank statements. I sent these within a few hours of your request. Two or three days later I had an email on how it could be that I am paying in more than I earn and you wanted the next proof. I was lucky at Dunder Casino last year and could cash out around 40k and of course still have a bit of it. Also, my grandma passed away this year and I inherited something. Took a screenshot of Dunder and received the payment of the will from my grandma.
I asked in the chat a few days ago and it said everything is OK with the verification. Since I haven't heard anything more, I thought I would write to the live chat again today. Suddenly he said that there were still documents missing and I should please send source assets from my inheritance, I just did that too (letter from the district court)
I've been playing for a long time, but I've never seen anything like it in a casino. Since I assume that it will never end and continue to request documents, I ask you to help me here.
Many thanks in advance
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2 years ago
Dear halliballi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the serious and licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.
That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible.
Could you please forward any relevant communication to petronela.k@casino.guru?
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Good morning Petronela,
Thank you for opening the complaint quickly 🙂, I sent you an email
I'm looking forward to an answer
Thank you 🙂
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2 years ago
Thank you very much, halliballi, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter 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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2 years ago
Hi halliballi,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite RANT Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
thank you very much 🙂
Warm greetings
Automatic translation:
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2 years ago
Hi Halliballi,
Sorry to hear about your current experience, As you may know, we have to comply with MGA KYC and these documents we are requesting are mandatory. They have informed you in the last email you received that they need a document to confirm the source of wealth.
This is a standard procedure under MGA licensed casinos. Could you have a look at your last email and send in the required document?
If you have any questions feel free to let me know.
Kind regards,
RANT
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2 years ago
Translation
Hello Rant Casino,
Thank you for the feedback. I received the email today and an email from Rebecca. I sent the documents to Rebecca. I hope that these are the last ones you need. ... I hope I don't have to wait until I get an information again. thanks in advance
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2 years ago
Hi Haliballi,
Thank you for the documents. We will review them and get back to you as soon as possible.
Kind regards,
RANT
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2 years ago
Hi all,
Thank you for your replies.
Dear halliballi,
Please keep me updated when there is news.
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2 years ago
Translation
Hi Peter,
.. I received an email from Rebecca today. I should send the documents to another email address. I did this immediately. Unfortunately I don't have an answer yet. I will let you know as soon as I know more. thank you for asking
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2 years ago
Translation
Good morning Casino Guru Team, good morning Peter, good morning Rant Casino
please excuse the late response. The money has now arrived 🙂
Rant Casino got in touch with me. Unfortunately it took forever to verify. The casino should still work on itself here. Nevertheless, I can recommend everyone to play there. You will receive the money at the end 😉
I thank the whole team for the help, without you it would probably have taken a little longer 🙂
I will highly recommend Casino Guru and Rant Casino
Thank you so much
Warm greetings
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2 years ago
Hi halliballi,
Thanks for the update. I'm glad to hear that you received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
