The editorial team can be reached by email at the address below. The most useful messages concern the pages themselves, from a fact that has changed or a source contradicting a page to a calculation a reader would like worked out.
[OWNER: contact e-mail address of the site, to be written by the owner]
What we can answer
A correction is the most valuable message a reader can send us, provided it arrives with its source: the page and the sentence concerned, the entry in the "public register" (the authority's list of licence holders) or the clause of the operator's "terms and conditions" that shows the error, and the date on which that source was read. Registers and terms change, and a correction that cannot be traced to a document cannot be checked.
We read the source and, if it confirms the error, correct the page and change the date of its last revision, as the method page explains; a correction that the source does not confirm leaves the page as it stands.
Questions about our pages are welcome as well, from the meaning of a clause such as "max cashout" (the cap on the winnings a bonus can produce) or "pending period" (the days in which the casino holds a withdrawal before paying it) to the arithmetic of an example. A reader who wonders why a bonus of $80 with a "wagering" of 25 times (on the bonus alone) requires $2,000 of bets deserves the multiplication, and the clause that sets its base!
What we cannot do
The site is not an operator (it holds no gaming licence and takes no bets), and the limits that follow are worth stating plainly. We cannot open an account, accept a deposit, release a withdrawal or see what happens inside a player's account, and we never ask a reader for a password, a card number or a copy of an identity document (which only the operator has reason to request, for its "KYC" checks), so a message that does so in the name of Rand Casinos does not come from the site. Nor does the site hold a reader's money at any moment, since every payment goes from the player to the operator and back.
A dispute with a casino follows a route of its own, which starts with the operator's "complaints procedure", described in its terms, and continues with the regulator that issued the licence, or with the dispute resolution body ("ADR", alternative dispute resolution) that the regulator names, if the operator's answer does not settle the matter. The site has no part in that procedure.
The licences page lists the complaint channels of each authority, and if you are in a dispute with a casino it is worth keeping every message exchanged with it from the first day. Whether a given operator will pay a given player is a question no guide can answer, because the answer lies in the operator's records and, later, in the regulator's file (if a complaint reaches it).
Help with gambling
A reader who writes because gambling has become a problem deserves a better answer than a guide can give. The responsible gambling page gathers the free help lines of several countries, the "self-exclusion" schemes and the limits that licensed operators offer; in our view a call to one of those services is a better first step than any message to an editorial team.
What happens to the personal data in a message, as to any other data the site processes, is explained in the privacy policy, together with the rights you have over it.
Questions
Can the editorial team help to get a withdrawal paid?
No: the site is not the operator and has no access to accounts, so a withdrawal dispute goes to the operator's complaints procedure first and then to its regulator, whose channels are on the licences page.
Can an account be opened or a deposit made through Rand Casinos?
No: accounts and payments are handled only by the operators, on their sites, and the editorial team never asks for documents, passwords or card numbers.
What should a correction include?
The page concerned, the fact that has changed and the source that shows it (a register entry, or the clause on the operator's site), with the date on which that source was read.