RANT Casino - La retirada del jugador se ha retrasado.

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.

Hallo, also ich habe bei dem genannten Casino öfters und auch einiges eingezahlt hatte aber nicht auf E-Mails geachtet (irgendwann kam eine bezüglich der Verifizierung) die hatte ich nicht wahrgenommen. Irgendwann war mein Konto gesperrt. Hatte dann mit dem Support/Live Chat Kontakt aufgenommen wo mir gesagt wurde gesperrt bezüglich der fehlenden Dokumente zwecks Überprüfung. Die hatten mir dann auf Wunsch nochmal die E-Mail geschickt ich habe sämtliche Unterlagen hochgeladen. Immer und immer wieder. Stand jetzt ist das sie Unterlagen der Herkunft meiner Einzahlungen haben wollen. Da hätte ich das Schreiben vom Anwalt mit Gerichtsbeschluss an das Casino übermittelt (dem Dokument kann man entnehmen das das Vermögen freigegeben ist und ich der Besitzer bin.) In diesem Verfahren ging es darum das ich in dem Casino Hyperino xxx.xxx€ gewonnen habe und ermittelt wurde ob ein illegales Glückspiel/Geldwäsche vorlag.

Dies war nicht der Fall das Verfahren wurde eingestellt und der Gewinn würde freigegeben.

Gewonnen hatte ich Mitte des Jahres 2020 Beschluss und Einstellung des Verfahrens war Dezember 2021.

Nun will das RANTCASINO mit diesem Beschluss allerdings nicht die Herkunft des Geldes erkennen können.

Nachdem das Verfahren eingestellt wurde und das Guthaben ausgezahlt wurde(gekündigt wurde schon Mitte 2020) wurde auch mein Bankkonto geschlossen wo der Gewinn eingegangen ist.

Ich habe keine Kontoauszüge von diesem Konto da diese im Online-Banking Postfach waren.

Brauche dringend Hilfe

Seit ca 14 Tagen schicke ich nur Dokumente

Ich weiß nicht mehr weiter.

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

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

Hallo, das was ich zur Verfügung hatte habe ich dort auch eingereicht. Ich werde an die angegebene Mailadresse gleich sämtliche Unterlagen schicken.

Ich hoffe das es mit eurer Hilfe klappt das meine Daten angenommen und verifiziert werden

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.  

Thanks for the quick reply/help

Ich danke für die schnelle Antwort/Hilfe

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.

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 ?

Guten Morgen,

Es freut mich das zu hören. Dann sind Sie auch der Ansicht daß der Schriftverkehr von Anwalt/Gericht etc die Herkunft der Gelder ersichtlich macht?? Verstehe ich das richtig ?

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

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

Hallo, ich habe in seperaten Emails mehr als 1 Mal bekannt gegeben das keine Kontoauszüge von diesem Konto verfügbar sind das das Konto geschlossen ist seit langem

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

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.

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.

Hey, also ich hatte mit der Bank gesprochen. Ich bekomme die Auszüge gegen ein Entgelt nun zugeschickt. Diese werde ich dann weiterleiten. Gerne an den rant Vertreter hier oder sie. Jedenfalls so das es ankommt und auch zeitlich schnell passiert.

Ich würde gerne wissen was nun noch gebraucht wird von rant das ich verifiziert werde. Nicht das dann wieder irgendwas neues gefordert wird.

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.

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

Ja ich werde berichten. Ich hoffe das es dann endlich ausreichend ist und nicht wieder irgendwas angefordert wird oder sonstiges kommt

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.

Hallo, ohne das ich bis jetzt was eingereicht habe habe ich wieder eine Email bekommen.

Es wird nicht verstanden das das Geld (Gewinn bei Hyperino) auf mein geschlossenes Konto der Volksbank eingegangen ist . Aufgrund der Kündigung des Kontos musste ich die Gewinnsumme damals in bar auszahlen lassen. Das Konto womit ich bei rant eingezahlt habe besteht erst seit Januar 2022 . Es werden allerdings Kontoauszüge von der Zeit davor von einem zu dem Zeitpunkt noch nicht bestehenden Kontos verlangt.

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.

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.

Hi

Also gefordert werden Kontoauszüge von 11.2021- 28.02.2022

Auszüge altes Konto November und Dezember 2021 (16.12.2021 würde das Konto dann aufgelöst und das Guthaben bar ausgezahlt)

Neues Konto bei Sparkasse wurde im Januar erst eröffnet.

Werde ja sehen was die antworten. Werde gleich die Auszüge hochladen. Kamen gerade mit der Post.

So they now have the required documents.

So far I haven't received any response

Also die geforderten Unterlagen haben die nun.

Bis jetzt habe ich aber keine Rückmeldung erhalten

Thank you for the update, let's see if it works out.

I feel more than fooled by them. Please how am I supposed to do what they are asking for again bottomless.

ich fühle mich mehr als verarscht von denen. Bitte wie soll ich das nun tun was die wieder Bodenloses verlangen.

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?

Good morning 🙃 so my acc is already unlocked so the verification has been done. Now I will order a payout

Guten Morgen 🙃 also freigeschaltet ist mein acc schon mal also die Verifizierung ist erfolgt. Nun werde ich eine Auszahlung in Auftrag geben

Hi LaFamilia89.

Great news! I hope you have a great day and enjoy the winnings.

Kind regards,

RANT

Thank you 👍 but nothing has been approved yet regarding the payment.

Due to the previous problems I'm still a little suspicious

Vielen Dank 👍 aber noch wurde ja nichts bewilligt bezüglich der Auszahlung.

Durch die vorherigen Probleme bin ich da noch ein wenig misstrauisch

Hi all,

Thank you for your replies.

Dear LaFamilia89,

Let me know when you receive your funds.

But I'll definitely let you know if there's anything new 🙂

Aber sicher ich werde mich melden wenn's was neues gibt 🙂

hey Good news was paid to them further problems.

Thanks for the help 👍

Hey. Gute Nachricht wurde ihnen weitere Probleme ausgezahlt.

Danke für die Hilfe 👍

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