Hi,

I made a deposit of 75 euro and got a bonus of 75 euro. After i met weagering requremants i won total of 3200 euros. I made a withdrawal of 2800 and left 400 on account. After few hours i logged in and on account was only 75 euro and all withdrawals canceled. I contracted support and they told me that i played restricted game whith bonus money. My fault is that i didnt read their bonus terms and conditions, but they could suspend my bonus when i played that game, but not 2 days after i weagered my bonus. I think this is not fair treatment because after i weagered the bonus i had around 300 eur on my account and then i played 2 days and won 3200 euro. Is there any possibility that i get that money?

Hello Zeljko0000,

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 if your account is already verified and if yes, since when exactly? When was the last time you spoke to the casino and what was it about? Can you please advise if you did follow the max bet rule while playing with a bonus? What game was restricted that you have played?

Please note that if playing a restricted game was the only thing you did wrong, the casino should not void your balance as they should enforce blocking those games while the player has an active bonus.

Looking forward to your answer.

Regards,

Nick

Hi.

I played 2 games Jack hamer 2, and razor shark. Bet was always max 2 euro. Last time i spoke whith them was on 16.03.2023. My account was verified on 17.03.2023, but i sent all documents on 15.03.2023.

Thank you

?eljko N****

Last i was talking to the customer support was about that issue. First time when i talked to them about this via live chat they disconected me from chat after my complains

Thank you Zeljko0000 for all the information. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Zeljko0000,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Nick mentioned we don't think that voiding the bonuses and winnings just because the player has played a game that was not automatically disabled by the system when playing with a bonus is fair. I will contact the casino to shed more light on this.

We would like to invite RANT Casino to join the conversation.

Dear RANT Casino,

Can you please provide more information on why your system has allowed the player to play games that should be restricted from bonus play? Are there any other not allowed things the player supposedly has done when you decided to void their winnings?

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.

Thank you for your assistance on this subject, but i think that they will not answer on this. They Said to me that bonus is for fun. But IT IT not funny when they take away your money

Hi there,

So sorry for the late reaction, we have been swamped the last week which resulted in us reacting a little late. We looked into your case and you are correct, you played with our welcome bonus in several of our restricted games. This results in getting the balance voided and we returned your initial deposit. These are the rules stated in our bonus terms and conditions under 2.6.

Kind regards,

RANT

Dear RANT Casino,

Thank you for the response. We agree that every player should read and understand the T&Cs before claiming any bonus, however, we think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

What can be done to help the player?

Hi Michal,

Thanks for your feedback but we do not have these kinds of measurements in place. We understand this would be an ideal scenario but are currently not in the position to offer this to our players.

Our players are responsible in this case to follow the terms and conditions we provide. Which in this case results in that we handled the case accordingly to our terms and conditions. The player received the full deposit back of course.

Kind regards,

RANT

criminal organization

Dear RANT Casino,

We understand your point of view, however, the whole industry is evolving and in top casinos, the option to prevent players from playing a restricted game is in place for a long time ago. If there was a warning pop-up window informing the players that when they access a restricted game this game is not allowed to be played while they have an active bonus we would accept that as a sufficient measure. We, at www.kpvfaw.com, are trying to push the industry towards fair gambling and help create a fair and user-friendly environment for players.

Again, I can agree with you that every player should read the bonus T&Cs thoroughly before they activate any bonuses and make sure to follow all the rules to avoid disappointments like this, however, we believe that if players were able to access a game that should be automatically restricted in their account or on the website, they fulfilled all the bonus wagering requirements and they gained their winnings fairly then they should receive the winnings.

We kindly advise you to reconsider your decision dear RANT Casino team.

If you still insist on your position not to pay the player their winnings we will be forced to close this complaint as unresolved - against fair gambling

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.

Hi Michal,

As I mentioned, our players are responsible in this case to follow the terms and conditions we provide. Which in this case results in that we handled the case accordingly to our terms and conditions. The player received the full deposit back of course.

Again the reason for this is that we do NOT have the resources as a Casino to facilitate this and we can hopefully in the future provide this feature.

Kind regards,

RANT

In every casino i played restricted games Are automaticly blocked

Dear Zeljko0000,

As you can see, unfortunately, we were not able to find a compromise with the casino.

We agree with the casino that every player should read and understand the T&Cs before claiming any bonus, however, we think that restricted games for bonus play should be blocked, and this rule enforced at the software level or another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. Technically the casino is right, but we don't consider this approach as user-friendly as most good-rated casinos are able to implement this.

Sadly, as the casino still sticks to its decision to void the winnings we are forced to close this complaint as "Unresolved - Against Fair Gambling".

I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach. If you feel you want to take this complaint further, you can contact the Malta Gaming Authority ( Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). In cases like these, the Authority usually agrees with the casino's decision, but you can still try it.

Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards,

Michal

The casino can reopen and resolve this complaint anytime.