RANT Casino - Las ganancias del jugador se anulan debido a una reclamación de documentos "manipulados" no presentados.

I have been registered on this casino since 2021. I don't always play but when I did play I usually lost. Two weeks ago, I deposited and played with a bonus and ended up winning over 25K!. I got a little over excited and lost a lot of that back but ended up being able to request a withdrawal of 5000 and had a little bit leftover in the account. A few days later I received an email saying that that my withdrawal would be voided. The reasoning was that I had submitted "manipulated" documents to the casino which was a breach of their terms. The only problem with this statement is that I when I received that email I had never even sent anything to the casino. I tried to tell them that there was a mistake, but they insisted on asking for my crypto address in order to return the original deposit back to my account.

I would like for your help in an attempt to shine some light on this situation.

Thank you

Dear vangevange26,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RANT Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly you haven't submitted any documents for verification in the casino whatsoever, during the 2 or 3 years you were a player there?
• Could you please confirm you entered accurate personal when making a registration, or later in your casino profile?
• Have you used payment methods in your name exclusively when depositing in the casino?
• Could you please explain when was the last time you were in contact with casino support and what did you discuss?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I looked back threw my emails to make sure I never sent them anything and I can confirm I have not sent them anything. After some digging I found that I do play on another casino who is owned by the same company. On that casino I have sent my documents when they were requested. I was never accused of manipulation, on the contrary my account was verified and I was paid for more than one occasion.

I do believe I entered all the correct details during registration.

I have only used payments in my name.

I actually tried speaking with them and they immediately reverted the conversation to the manipulated documents and asked me to send them my crypto address to return my deposit. I sent in a screenshot with the complaint, it was last week I believe

Thank you very much, vangevange26, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you vangevange26 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RANT Casino for their help in resolving this complaint. We would like to know why was the player's withdrawal voided and what can we do to help resolve this isssue.

Thank you!

Hello,

We have had communications with the player through our customer support team. Since the resolution we provided was not satisfactory to the player and we consider this to be our final decision, we understand that this might not have been the answer the player hoped for.

If the player is not satisfied with our resolution, you may refer the player's matter for adjudication by our appointed ADR:

EADR Ltd., European Alternative Dispute Resolution (‘EADR’) is an independent arbitration with their main office at 189/1, The Strand, Gzira GZR 1024, Malta, providing alternative dispute resolution and is designed to comply with the "Consumer Alternative Dispute Resolution (General) Regulations" (S.L.378.18) in Malta.

Regards,

The RANT Team

Thank you for the update RANT Casino representative.

Dear vangevange26, in this case, I recommend you to contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling out the form or how the ADR responded. I am sorry I could not be of more help on this occasion.

Dear vangevange26,

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.

i thought there was nothing else i can do or say.i will try your suggestions and update you

Thank you for the update vangevange26, I will close this complaint as 'waiting for the decision from a regulator'. Please let me know when the authority responds and what is their decision. You can forward any information to my email (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Peter

Dear vangevange26,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hello everyone,

My name's Kubo and I'm taking over the resolution process for this complaint.

Dear vangevange26,

Could you please provide an update on your situation with the EADR / Malta Gaming Authority? Have you contacted them and submitted a complaint as previously advised by my colleague Peter? If possible, please send all your communications with the ADR (Alternative Dispute Resolution) as well as with the Gaming Authority to my email at jakub.m@casino.guru.

Thank you in advance!

Best Regards,

Kubo