Complaint #2 Rapter Casino

Account closure and unpaid winnings 1337 EUR

By ahmedlcf

2 days ago

Dear AskGamblers Complaints Team,

I won a legitimate €500 prize in a competition hosted by AskGamblers. The prize was subject to a 5x wagering requirement, which I successfully completed.

After receiving the prize, I continued playing with my winnings. My balance increased to approximately €800 and eventually reached €1,287.06.

Before my account was permanently closed, I submitted a €50 withdrawal request, which was never processed.

My total outstanding claim is therefore €1,337.06, consisting of:

- €1,287.06 remaining cash balance.

- €50 pending withdrawal request.

I have screenshots showing my account balance before the closure. They clearly show that my entire balance was classified as Cash Balance, while my Bonus Balance was €0.00.

However, Rapter subsequently sent me an email stating that, following an account review, its Risk Department had identified alleged "bonus abuse".

Based on this accusation, they permanently closed my account and blacklisted my registered email address and phone number.

What concerns me most is that:

1. They have not provided specific evidence of any alleged bonus abuse.

2. They have not identified the exact Terms and Conditions clause I supposedly violated.

3. They have not explained why my legitimate competition winnings are being treated as bonus abuse.

4. They have not processed my €50 withdrawal request.

5. They have not explained what will happen to my remaining cash balance of €1,287.06.

I strongly dispute their accusation. I won the competition legitimately, completed the required wagering conditions, and accumulated my balance through subsequent gameplay.

I respectfully ask AskGamblers to investigate this case, contact Rapter on my behalf, request evidence supporting its decision, and help me recover my outstanding funds.

I can provide screenshots of my account balances and the official email confirming the permanent account closure.

I believe players should not lose legitimate winnings without a clear explanation and supporting evidence.

Thank you for your time and assistance. I sincerely hope AskGamblers can help me resolve this dispute fairly.

Kind regards,

Disputed Casino Rapter Casino

Reason Account closure

Amount €1337

Discussion

94 hours left for Rapter Casino to respond.

ahmedlcf

• 1 reviews

1 hour ago

Dear Rapter Complaints Team,

I am writing to formally request the payment of all outstanding funds remaining in my account following its permanent closure.

The funds in my account originated from a competition prize. I completed the applicable 5x wagering requirement and subsequently continued playing using those funds. My account balance reached €1,287.06, as shown in the evidence I retained.

Additionally, I had requested a €50 withdrawal, which was deducted from my account balance but was never paid to me.

Based on my records, the total outstanding amount is €1,337.06, consisting of:

- €1,287.06 remaining account balance.
- €50 pending withdrawal.

I understand that you have decided to permanently close my account. However, closing an account and retaining its remaining funds are two separate matters.

I therefore request that you:

1. Process payment of my outstanding balance of €1,287.06.
2. Pay the outstanding €50 withdrawal, or provide a clear explanation of its status.
3. If you refuse to pay any part of these funds, identify the exact contractual provision authorising their confiscation and explain how it applies to my specific circumstances.
4. Provide an itemised calculation of any amount you claim is subject to forfeiture.

I would also draw your attention to clauses 3.5.4 and 5.6 of your published Terms and Conditions, which address the refund of available withdrawal balances upon account termination and the withdrawal of winnings.

Please treat this as a formal financial complaint and provide a clear written response within the timeframe specified in your complaints procedure.

I am seeking the payment of my outstanding funds, not the reopening of my account.

I reserve all my rights to escalate this matter through the appropriate dispute-resolution channels if it remains unresolved.

Kind regards,

ahmedlcf

• 1 reviews

1 hour ago

Thank you for your explanation.

I understand Rapter's position that the official Terms & Conditions take precedence over the FAQ.

However, the key issue remains the exact version of the Terms & Conditions that was in force when I entered and participated in the tournament between September 21 and October 19, 2026.

The fact that the FAQ did not list Algeria as a restricted country created a reasonable expectation that participants from Algeria were eligible, particularly when this information was displayed on the official AskGamblers website.

I therefore ask Rapter to provide:

1. The archived version of the Terms & Conditions applicable during the tournament period.
2. Evidence of when the restriction concerning Algeria became effective.
3. Confirmation that this restriction was clearly communicated to participants before they entered the tournament.

I also ask AskGamblers to review the misleading or inconsistent information displayed on its official tournament FAQ page at the relevant time.

I participated in the competition, won the €500 first prize, and should not be left without a clear explanation based on the rules that were actually in force when I participated.

Furthermore, this eligibility dispute does not resolve the separate issue of my remaining casino balance and pending withdrawal. I still expect a clear explanation regarding those funds.

Rapter Casino

• Representative

1 hour ago

Please note that we strictly adhere to the official Terms & Conditions, as these are the terms agreed upon with the platform and serve as the basis for our decisions.

Information listed in an FAQ does not override the official Terms & Conditions. If there is any discrepancy between the two, the FAQ would need to be updated accordingly to ensure consistency with the official rules.

AskGamblers Team, I would kindly ask you to review this matter, as there appears to be misleading or inconsistent information currently being provided. The FAQ does not mention Algeria as a restricted country, whereas the official Terms & Conditions explicitly list Algeria as ineligible for participation.

As we, along with all parties involved, are expected to follow the official Terms & Conditions, we believe the information displayed in the FAQ should be corrected to avoid further confusion or misunderstandings.

ahmedlcf

• 1 reviews

2 hours ago

Dear AskGamblers Support Team,

I am requesting your direct assistance and intervention in resolving this complaint.

Rapter has referred to Clause 1.1 of your Terms & Conditions to justify declaring me ineligible for the tournament “A Month of Mythical Spins” (September 21 – October 19, 2026).

However, I also relied on the official Free Slot Tournaments FAQ, where Algeria was not included in the restricted-country list displayed.

Official tournament FAQ:
https://www.askgamblers.com/casino-games/online-slots/free-tournaments

I respectfully ask AskGamblers to investigate this matter and provide an official clarification on the following:

1. What exact eligibility rules applied to this specific tournament?
2. Was Algeria explicitly restricted during the tournament period?
3. Which version of the rules should participants have relied upon when entering the competition?
4. Can AskGamblers confirm whether Rapter's decision to declare me ineligible was consistent with the tournament rules published at that time?

I won the €500 first prize, and this dispute has resulted in the closure of my Rapter account and an unresolved financial balance.

I am not asking for preferential treatment. I am asking AskGamblers, as the platform responsible for publishing and administering the tournament, to clarify its own rules and help resolve this dispute fairly.

I would appreciate a direct and substantive response rather than another general reference to the Terms & Conditions.

Thank you for your attention.

Kind regards,