RANT Casino - The player's withdrawal is delayed.

Hi, I had a good run on Rant casino and my balance is at the moment 15000,- euro and requested 6 withdrawels of 2500 each and offcourse they sent me a SOW. I send al the documents they asked for and today I sent more documents because they asked me to. But till the SOW is completed they are holding my withdrawels is that even legal? Why wait for a SOW request till a withdrawal and not on a deposit not my kind of idea of fair gambling.

Hello Johannes388,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RANT Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is the verification ongoing? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that as it is the part of the verification process, you can't receive your winnings until finishing it.

Looking forward to your answer.

Regards,

Nick

Hi Nick, the verification started on 30-06-2022 and I did not use any bonus money. The last time I had contact with the casino was today I asked for a update regarding the SOW check. But they did not had a update for me.

Dear Johannes388,

Please note that this process may take up to 14 days so I can only recommend you to wait for now. If it wouldn't be done by the end of next week, we will try to intervene.

Regards,

Nick

Hi Nick, thanks for the fast response. If the issue next week still isn’t resolved I will let you know.

Hi Nick, a update from my side the casino is now asking for proof of receiving funds in last January. That are winnings from other casinos where I don’t have access to anymore because I close my accounts with them. So now I am stuck in the verification and some help is needed to get me money from Rant casino.

Dear Johannes388,

Did you try to let them know about those facts that the money came from other casinos? If yes, what did they respond?

Hi Nick, yes I told them that but they keep saying I need to deliver proof for the funds. Funny thing about the story is that the money I won in last January I did not use to deposit at Rant casino but because I deposit some of that money in January in one of the other casinos from the they want proof of it.

Thank you Johannes388 for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks Nick ✌️

Hello Johannes388.

I am sorry to hear about your troubles.

Did you try to contact the casino where you won the money, if they could confirm your withdrawal?

Their confirmation could help you.

Hi Matej, yes I contacted them and they would look to see what they can do. Don’t get me wrong I know the importance of verification but this is kind of ridiculous asking me for proof of funds that i used in January on a other casino of the Gammix group. That has nothing to do with my recent win at Rant casino. I also had a 5200 euro win in June at a sister casino of Rant casino and I used a part of it to deposit at Rant casino so my deposits at rant are covered by that win I showed Rant casino proof of that also. I think this is typical delaying tactics and hoping that the player gets frustrated and play the money away.

Johannes388, I understand your frustration.

I also understand that the casino needs to know your income source because of the regulation. However, this process shouldn't be so complicated.

I would like to invite the casino representative into the case:

Could you please explain to us what exactly you need and alternative options if Johannes388 can't comply with your request?

I understand that the casino want to verify the funds and I have no problem with that offcourse. I earn 5k a month I deposit not more then 5k at Rant casino so I showed them more then enough that the money I play with is legit/clean. If I could provide the proof of my winning in last January is showed that to them I have nothing to hide.

If your monthly salary income is more than you deposited, I don't see a reason why the casino is asking for your proof of winnings from January.

You may close this complaint. Lost the balance yesterday after waiting 8 days to proces my withdrawels. They also lost now a loyal customer as I gonna close al my accounts with this casino group. Warning from my side to al the future players don’t play here there al stalling you for no reason!!

Hi all,

I looked into this case for you and I see we requested a source of wealth 4 days ago, you responded that you are not capable of providing this because it is income out of casino winnings. All casinos are obliged to offer you these kinds of statements.

The trigger for the source of wealth is because of your accumulative deposits. We also informed you by email with suggestions of what you could deliver to us for making sure we follow regulations and you receive your withdrawal.

Kind regards,

RANT

Sorry for saying that’s complete bs the SOW started on 30-06-2022 and not 4 days ago. I provided you everything you asked for 3 months of bankstatements showing you I earn around 5k a month 3 months of payslips so that covers my deposits at rant casino. Then you want a transaction history of winning in last January what has nothing to do with my deposits at rant casino. But I used a part of that funds to play in January at a sistercasino of RANTcasino. I contacted you by email saying I could not provide you proof of my winnings of last January then you stated that I need to deliver proof and so long I don’t do that you don’t proces my withdrawels. Dirty tactics from a casino so now I lost the balance and rant casino can be happy so that they don’t have to pay. I say this again to all the future players don’t play with these scumbags they keep stalling you for no reason!!

Dear Johannes388 and Rant Casino representative,

Could you please write the amount of the deposits Johannes388 made and the documents that the casino requests to approve the winnings so we can move forward?

Hi Matej,

We informed Johannes388 by email with suggestions he could deliver to us. I can not share this kind of information on a forum but the player in question is more than welcome to request this information and share it with you.

Kind regards,

RANT

After I sent them 3 months of bank statements and 3 months of payslips showing them I earn enough to cover the deposits at rant casino. After that they want a bank statement and payslip of the month January so I sent that also then they want proof of winning from last January when I told them I could not deliver this I got this email from rant casino, Dear Johannes Henderikus,

We are required to complete verification checks on your casino account, please use following links to upload your documents and verify through our secure portal. Please note that each link allows 15 minutes for you to upload that document:

Source of Wealth Documents (We understand from your explanation that the funds you received through SMART2PAY in January came from winnings in other casinos and that you no longer have access to them, however, as we explained above after analyzing your bank statement for account **832022 we could notice that part of the funds used to deposit in January came from those transactions, therefore, we kindly ask you to contact the casino and ask them to send you a transaction history or a letter indicating the approved withdrawals in that month and send it to us, this way we will be able to compare it with the transactions received and the origin of the funds can be verified.) 

No withdrawals can be processed from your account until you comply with this request.

Thank you in advance for assisting with these necessary procedures

Yours sincerely, the RANTcasino team.

Note: This email address cannot accept replies. I deposit in total to trigger this win 3475, euro I deposit that amount on 29-06-22 and 30-06-22. My earnings in the month June from work was above 5K I showed that to the casino so you can see I can easy afford the deposit at Rant casino but they keep asking me for more proof and just keep delaying my withdrawels for no reason.

Hi Matej and Johannes,

The accumulative deposits made by Johannes388 are not corresponding with what is mentioned in the posts above. Johannes388 you are always able to request the data of your deposits made when you check your deposit history with all the casinos separately that operate under our license.

Kind regards,

RANT

My deposit in other casinos from youre group has nothing to do with this case! Because if it did why one of the sistercasinos of rant never sent me a SOW check? You can try every excuse you want fact is, I deposit 3475,- euro to trigger the 15k win. Fact is I earned the month June more the 5k so my deposits at Rant are cover with clean/legit funds I sent you proof of that and you are still keep delaying me for no reason.

I closed al my accounts with the Gammix group and I also sent a complaint to the Dutch regulator that you are happy to take money from Dutch customers but don’t pay them the winnings. I also gonna contact my bank to charge back al my deposits over the Gammix group because you are scamming people! DONT PLAY AT THIS CASINO GROUP!

Dear Johannes388, please consider that the chargeback is the last resort option. Once you do it, you can have trouble withdrawing from the casinos in the future. (not only in Rant Casino or this group)

Please also consider that Rant Casino has a right to ask you proof of origin of the money you deposited (including the one in the sister casino)

Didn't you receive an email from the casino (the another one where you won) when you made a withdrawal? Isn't that suitable proof that you had money from previous winnings?

With al due respect I play almost 8 years online and done many SOW check at different casino’s. There was not one casino that asked me to deliver proof of funds that I won almost 6 months ago. And why they didn’t sent me a Sow earlier on a sister casino then? I deposit monthly 1 or 2k at a sister casino and deposit around 10k there in the last 6 months and no problems with cashing out. You know why because I lost more then I won with them. I deposit 3.5k at rant and poof it triggered the sow yeah right. They let me wait so long 9 days to be exact until I played the balance away that’s fair online gaming these days? The case is simple I give Rant casino 5 days from now to sent me my original win of 15k if not I send everything to my bank en let them charge back al my deposits at the Gammix group due to fraudulent behavior I have proof enough already Rant Casino has around 30.000 customers from Holland at the moment and they are breaking the law and they know it the KSA did already warned them. If Rant choose not to pay me I gonna contact the KSA everyday to speed things up and that they are gonna be fined for breaking the law I also gonna adres this matter on every gambling forum I can find and tell people to not play at any Gammix casino. I don’t even care about the money at the moment online gambling must be fair and not delaying peoples payment due to ridiculous rules. If you are happy to accept the deposit you must also pay if a player wins and not wait and delaying till the player plays his winnings away! That’s unfair behavior and with behavior like that the casino always wins. On 30-06-2022 when they first asked me for source of wealth documents I sent them more then enough proof that my deposit are covered with clean legit money that’s proof enough. I say it again my winnings at Rant casino had nothing to do with me depositing money last January at a sistercasino of them. If they are worried we’re the funds came from why let me deposit al those months at a sistercasino without any questions asked? When I told them I can not deliver proof of the winnings from last January the could have paid me my winnings and close my account no they keep delaying and saying if you don’t sent proof we don’t pay you. But in the meanwhile sending me emails to deposit at casinos of the Gammix group…. As last banks here are obligated by law if you recieve large sums on your bank account to see if the funds are clean/legit so if my bank has no problems with me recieve the funds why should a casino have problems with it typical delaying tactics from the casinos side.

Dear Johannes388, may I suggest you try to contact the casino regulator before you do a chargeback? (malta)

They can help you, I am sure.

Matej, thanks for the help but I give Rant casino a change to solve this matter if they don’t. I let my bank take care of this case and I also gonna press charges toward the Gammix group due to fraudulent behavior. I have nothing to lose in this case any more.

When the MGA rule in your's favour - the casino must pay you, or they lose the license.

When the MGA rule in the casino's favour, you will know that there is no other way to prove the money's origin.

Still, no serious harm and we will know for sure who is right.

When you make chargebacks and start publishing your version of the story on every forum - there is no way back and no way to discover who had the right. 

So before you decide to make something that you can't take back, consider another option too. Good is that submitting a complaint to MGA is free, and I will gladly help you with that.

I have sent a complaint to the MGA and if needed I also can sent you the proof the money I deposit at rant casino is clean legit like I said before I have nothing to hide

Thanks, Johannes388,

Are you willing to wait for the decision of the MGA?

Yes I will wait for the decision of the MGA

Thank you for the confirmation.

I will close this complaint as unresolved with the status: waiting for the regulator's decision.

When you receive a final answer from MGA, please reopen the complaint, and we will close the complaint accordingly with the regulator's decision.

I hope that soon the MGA will solve your issue.

Dear Johannes388,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.