RANT Casino - Withdrawal of player's winnings has been delayed.

Hallo,

ich habe am 07.03.2022 eine Auszahlung in Höhe von 2.500€ beantragt.

Mein Konto ist vollständig verifiziert und ich habe letztes Jahr schon mal eine Auszahlung erhalten.

Seit 6 Tagen höre ich im LiveChat und per Mail immer die gleiche Antwort. Die Antwort lautet innerhalb 48h soll es bearbeitet werden.

Ich habe ohne Bonus oder Freispiele gespielt.

Bitte erneut um Hilfe!

Dear Rondixio87,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Alles klar- noch wurde die Auszahlung nicht bearbeitet.

Dear Rondixio87,

Have you received your withdrawal from the casino yet?

Hallo,

die Auszahlung habe ich nicht erhalten. Mittlerweile wurde mein Konto gesperrt.

Angeblich seien die Einzahlungen (über Volt) zurückgebucht worden.

Gerne kann ich Screenshots zur Verfügung stellen, wo ersichtlich ist, dass das Geld verbucht ist.

Diese würde ich aber gerne per Mail senden.

Während der 14 Tage, hatte Simsino (Gammix Ltd) per Mail angekündigt, dass die Einzahlungsmethode Volt nicht mehr angeboten wird, da dort wohl Probleme aufgetreten sind.

Das ist aber leider nicht mein Problem.

Ich habe an dem Tag ca. 2300€ eingezahlt und 2.500 € ausgezahlt.

Bitte um Klärung.

Thank you very much for your reply, Rondixio87. Could you please forward all the relevant communication between you and the casino together with any other relevant evidence to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hallo,

habe die Screenshots per Mail geschickt.

Guten Morgen,

hier nochmal die Transaktionen als Übersicht.

Wie erwähnt, hatte 1-2 Tage später das Partner Casino Simsino die Einzahlungsvariante aufgrund von Schwierigkeiten aus dem Sortiment genommen (siehe Foto)

Das Geld wurde von meinem Konto abgebucht. Ich bitte um Klärung.

Hier nochmal die Screenshots

Thank you very much, Rondixio87, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Rondixio87,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, regarding the mentioned problem with another casino (Simsino Casino), I recommend that you file a new complaint on this matter.

So, let's look at the issue in RANT Casino. Now I would like to invite RANT Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear RANT Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has the player's account been blocked? Were any of his winnings confiscated? If yes, what was the reason?

What steps should the player take to unblock the account and withdraw?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hi all,

We looked into the case for you and you are correct about the deposits that have been reversed. If you contact our support they can provide you with that information.

You will have to contact the bank if the money got deducted from your account, but we can assure you that it has been reversed and we do not have it in our possession.

Kind regards,

RANT

Dear Rondixio87,

Can you clarify the situation in more detail, please?

I am not sure what is the issue. You mentioned payout, then deposits. The casino representative informed us only about reversed deposits. Please note if your deposits were reversed and your winnings were obtained from this money that was later reversed, the winnings are not valid, and it is not possible to withdraw them.

Can you please contact your payment method provider and provide us with their confirmation regarding transactions to/from the casino?

Dear Rondixio87,

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

Guten Abend, sorry für die späte Rückmeldung. Ich habe hier doch Kontoauszüge hochgeladen, wo das Geld eindeutig abgebucht wurde. Dann liegt das Problem bei dem Zahlungsdienstleister. Seit wann geht eine Lastschriftverfahren? Habe ich noch nie gehört...

Ich habe Geld eingezahlt und gewonnen. Nun möchte ich mein Geld.

Dear Rondixio87,

The casino advised you to contact the casino customer support which should provide you with the details.

Have you already contacted RANT Casino's customer support? If yes, what information and details did you receive?

You mentioned reversed deposits above. Can you please contact your payment method provider, and ask them to confirm the payments were successful - deducted from your payment method and have not been credited back/reversed?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear Rondixio87,

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

Hallo, mein Konto bei Rant ist gesperrt und die Kontoauszüge habe ich zur Verfügung gestellt. Was soll ich noch machen?

Dear Rondixio87,

I am afraid the bank statements with debited transactions are not enough. From my own experience, I know about a situation where the payments were reversed/canceled, but I did not see them as new credited payments to my bank account. The reversed payments only looked like transactions that were visible in the statements but my balance before and after the transactions were the same, so it means they were not debited at all. However, I had not known about it until the bank informed me about it and until I checked it on my own.

So, please, look at my post from May 8, 2023, above, where I requested the needed and necessary details to move forward in the matter. Please note if you are not able and willing to cooperate in resolving the issue, I will be forced to think about complaint rejection.

Thank you for understanding. Looking forward to hearing from you.

Dear Rondixio87,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can request a reopening of this complaint anytime.

Thank you very much, RANT Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru