Raging Bull Slots Casino - Identification Verification repeatedly delays the player's withdrawal request.

I'd like to withdraw at least once before I deposit more. It says I have $300 + USD withdrawal able. I continue to re-enter my identity verification info. I get a confirmation from hooyu. Along with a link that leads nowhere. Back on the Raging bull website it asks once again for a selfie and ID picture. After multiple requests for help. I have received none

Dear dtroia707,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you requested a withdrawal and started the account verification? 
• Were your winnings accumulated with or without an active bonus?

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

Best regards,

Petronela

To submit my identity verification I get sent to Hooyu.com a third party. It does take a little time but eventually I'll get a verified and complete notice from hooyu and a continue link to forward me back to raging bull withdrawal. When I click on the link it says error possible miss print in address. I have gave notice to hooyu and raging bull. Both say within 72 hrs I will get a response. Never happens. Contacted raging bull multiple times.

It said I needed to play through $1600 to be able to withdrawal... I did. then money left over was then in withdrawalable column.

Thank you very much, dtroia707, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear dtroia707, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Raging Bull Slots Casino representative to join this conversation. 

Dear Raging Bull Slots Casino, could you please provide more information about this case? 

Looking forward to your reply.

Greetings all,

I have reviewed the situation and it appears that there was one single deposit into the casino of $30 which resulted in a win however our 3rd party payment providers were unable to collect the deposit as it was declined by the card provider. The balance was then removed as a win on an uncollected deposit is not valid for withdrawal. The date of the deposit was April 12th dtroia707, please submit your card statement (official in PDF format) to the casino.guru team for review, if the deposit was actually credited we can probably get this overturned and the funds redeposited.

Best wishes,

Nick and Raging Bull

Thank you Nick for your reply.

Dear dtroia707, 

will you be able to provide an official card statement? Please send it to my email katarina.d@casino.guru.

Looking forward to your reply.

Dear dtroia707,

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.

Dear all,

Unfortunately, we’re forced to reject this case because dtroia707 has stopped responding to our messages and questions. Without dtroia707 cooperation, we’re not able to proceed with the investigation or suggest possible solutions.

The player can reopen this complaint anytime.