RANT Casino - Запит гравця на зняття коштів затримується.

i have been requesting a withdrawal for over a month now. At first they delayed by asking for 5 different proof of address documents. After finally getting kyc approved i was getting an error message whenever i tried to withdraw my balance. I have been on live chat and exchanged emails and they keep telling me they are investigating and to be patient. Apparently i will hear back from them via email when they have resolved the situation. It has been over a month now and i have not heard a single word from them.

Dear danielahmed1983,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Looking forward to hearing from you.

Best regards,

Tomas

I have not been able to request a withdrawal since i won my balance of 1449 euros. Every time i attempt to withdraw the balance i get an error message. I have been on live chat and exchanged emails. They keep telling me they are investigating the issue and will get back to me but i havent had a single response from them. I can forward you the emails? This has been ongoing since the 02/07/24.

Dear danielahmed1983,

The communication between you and the casino will give us a clearer picture of the situation. Kindly send us records of your interaction as a chat transcript, emails, or screenshots. Send the information to my email at tomas@casino.guru

Dear danielahmed1983,

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.

Thank you very much, danielahmed1983, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Dear danielahmed1983,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RANT Casino representative to join this conversation.

Dear RANT Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

Please be informed that the player has now been paid. Please note the player had the option to withdraw in crypto they chose not to do so.

Thanks,

The RANT Team

Dear rant casino, that is simply not true. After i was told that you do not allow card withdrawals despite offering card deposits i attempted to make a crypto withdrawal. I kept getting an error message every time i attempted a withdrawal. I informed you of this via live chat and email. You said that you would look into it but never bothered to contact me again. After a couple of weeks i contacted you again as i was still getting an error message and you said it was still being investigated. At no point did you contact me further explaining or offering an alternative. It also appears that i have been banned from your site. Is that what happens to players who dare to actually withdraw their winnings?

Casinoguru i can confirm i have finally received my winnings more than two months since i first tried to withdraw, thank you very much for your help.

Dear danielahmed1983,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru . An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Mirka 

Casino.Guru