The player from Germany is experiencing difficulties verifying his casino account due to missing proof of income and wealth. Eventually, the issue was successfully resolved and the player received his funds.
RANT Casino - Player’s withdrawal was delayed.
Amount: €6,000
RANT Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I made deposits at the casino you mentioned quite often, but I didn't pay attention to e-mails (at some point I received one regarding verification), which I hadn't noticed. At some point my account was blocked. Then contacted support/live chat where I was told blocked regarding the missing documents for verification. On request, they sent me the e-mail again, and I uploaded all the documents. Over and over again. As of now, they want documents on the origin of my deposits. I would have sent the letter from the lawyer with a court order to the casino (the document shows that the assets have been released and I am the owner.) This procedure was about the fact that I had won xxx.xxx€ in the Casino Hyperino and it was determined whether illegal gambling/money laundering had taken place.
This was not the case, the case was dropped and the prize was released.
I won in the middle of 2020 and the proceedings were closed in December 2021.
However, with this decision, RANTCASINO does not want to be able to identify the origin of the money.
After the procedure was discontinued and the credit was paid out (it was canceled in mid-2020), my bank account was also closed where the profit was received.
I do not have any bank statements from this account as they were in the online banking mailbox.
urgently need help
I've only been sending documents for about 14 days
I do not know how to continue.
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2 years ago
Dear LaFamilia89,
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 that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry are usually set by the Licensing Authority and all the 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. If you have provided everything already and still, didn't succeed in verifying your account, 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
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Hello, I submitted what I had available there. I will immediately send all the documents to the email address you provided.
I hope that with your help it will work that my data will be accepted and verified
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2 years ago
Thank you very much, LaFamilia89, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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 LaFamilia89,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to 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
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Good morning,
I am happy to hear that. Then you are also of the opinion that the correspondence from the lawyer/court etc. makes the origin of the funds clear? Do I understand this in the right manner ?
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2 years ago
Hi all,
Sorry to hear that you are running into some problems LaFamilia89. I have been in touch with the team and we are still waiting on some bank statements. We informed you of this in our email correspondence with you.
I understand that it might feel that the current documentation you sent in, feels like it might be sufficient but we have regulations to follow as a casino and license holder. In this case, we need those documents to make sure our administration is in order.
Peter, I will send you what we need from the player so you are up to date on the case.
Kind regards,
Johnny
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2 years ago
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Hello, I have announced more than 1 time in separate emails that no account statements are available from this account that the account has been closed for a long time
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2 years ago
Hi LaFamilia89,
I understand this can come across to you as frustrating but we need those documents according to regulations. Banks are not allowed to deny you giving your bank statements even if your account is closed now they will assist you in getting the statements you need to get this sorted out.
I hope this helps you and that we can resolve the case soon.
Kind regards,
RANT
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2 years ago
Thank you RANT Casino team for the email.
Dear LaFamilia89,
Even though the casino's request sounds unusual, I'm afraid you will have to try to get the requested bank statement from the bank where you previously had an account. What bank is it exactly? If the casino's statement is correct ("Banks are not allowed to deny you giving your bank statements even if your account is closed now they will assist you in getting the statements you need to get this sorted out."), it should work. Let me know how the bank responded.
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2 years ago
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Hey, so I spoke to the bank. I can now get the extracts sent to me for a fee. I will then forward this. Feel free to rant to the representative here or them. In any case, so that it arrives and also happens quickly in terms of time.
I would like to know what else is needed from rant that I am verified. Not that anything new is required again.
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2 years ago
Hi LaFamilia89,
That is good news, I hope it will help you finish the verification. I suggest sending it/uploading it to the casino using the same method as before. Please keep me updated.
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2 years ago
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Yes I will report. I hope that it will finally be sufficient and that nothing will be requested again or something else will come up
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2 years ago
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Hello, without having submitted anything until now, I received an email again.
It is not understood that the money (profit at Hyperino) went into my closed Volksbank account. Due to the termination of the account, I had to have the winnings paid out in cash at the time. The account I used to pay into rant has only existed since January 2022. However, account statements from the time before that are required for an account that does not yet exist at the time.
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2 years ago
Hi LaFamilia89,
I understand that this must be frustrating for you. If the amount in question wasn't over €160k, I would find the whole process a bit overdone, but in this case, I see the casino's point. Anyway, this shouldn't be a problem since you can provide the bank statement as requested.
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2 years ago
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Hi
Account statements from 11.2021 - 28.02.2022 are required
Statements from the old account in November and December 2021 (12/16/2021 the account would then be closed and the balance paid out in cash)
New account at Sparkasse was only opened in January.
I'll see what they answer. I'll upload the excerpts soon. Just came in the mail.
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2 years ago
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So they now have the required documents.
So far I haven't received any response
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2 years ago
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I feel more than fooled by them. Please how am I supposed to do what they are asking for again bottomless.
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2 years ago
Hi LaFamilia89,
Thank you for the update.
Dear RANT Casino team, could you please explain the email you sent to LaFamilia89 either here or in reply to my email?
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2 years ago
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Good morning 🙃 so my acc is already unlocked so the verification has been done. Now I will order a payout
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2 years ago
Hi LaFamilia89.
Great news! I hope you have a great day and enjoy the winnings.
Kind regards,
RANT
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2 years ago
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Thank you 👍 but nothing has been approved yet regarding the payment.
Due to the previous problems I'm still a little suspicious
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2 years ago
Hi all,
Thank you for your replies.
Dear LaFamilia89,
Let me know when you receive your funds.
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2 years ago
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But I'll definitely let you know if there's anything new 🙂
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2 years ago
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hey Good news was paid to them further problems.
Thanks for the help 👍
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2 years ago
Thank you LaFamilia89 for the update.
I'm glad to hear that you received your funds. 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
