Raging Bull Slots Casino - Player misled by false no-playthrough bonus claim.

Raging Bull sent me an email with their holiday promotions, 2 of which were promoted as "No Play through Bonuses". The promotion I chose offered a 200% Bonus with 25 Free Spins. After clicking the email link, which took me to their website's promotions page, I again read the details of this promotion, where it again said "No Playthrough" and "That's Right, Cash Out Immediately". Before depositing funds, I read through the terms and no Play through was mentioned. I deposited $100, putting my balance at (including the bonus), $300. However, underneath my playable balance there was a $300 Play through requirement, despite the fact that both the email abd website advertised this as a " No Playthrough" bonus. After contacting their live agent I was informed that the bonus I selected has a 1x playthrough and that "it would not make sense to not have a 1x Play through otherwise players would deposit abd immediately withdraw funds, and no casino would do that". So, despite the fact that they advertised a "No Playthrough" bonus, they have a minimum 1x Play through requirement, even though they don't inform you of that either in the email, or the promotion page on the website. I was also informed that a refund would take up to 90 days, which is absolutely ridiculous. Needless to say, I was essentially forced to Play through the required amount and luckily ended up with $170. Currently waiting for my identification to be verified so that I can request the withdrawal. I not only would not recommend this site, I will actively advocate that people use other sites for their gaming pleasure.

Dear DirkDaJerk,

Thank you very much for submitting your complaint. I sympathize with your bonus issue, but now that you've played and won, kindly give the casino a few business days to handle your document processing.

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 serious 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? 

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Congratulations, you completely failed to address in any way the actual complaint I had. My entire issue had to do with the Play through bonus, not the identification verification. I wrote quite a long complaint, and had a single sentence that mentioned the identification verification, yet that's the part of the complaint you chose to address, despite the fact that I only mentioned that I was waiting to be verified and didn't have a dispute regarding the verification process. I sure hope the people running this site aren't as incompetent as the people at Raging Bull.

Hi DirkDaJerk,

Believe it or not, I thoroughly read your entire complaint and grasped your dissatisfaction with the "no wager" bonus having eventual 1x wagering requirements. Despite this, you mentioned continuing to play the bonus and accumulating winnings, awaiting verification. Consequently, I focused on addressing the verification issue instead of revisiting a bonus that, despite hidden rules, you chose to redeem and use. Given your current verification wait, I inquired about any related problems. While I appreciate your concerns, a bit of mutual respect is expected from someone utilizing our services.

• Would you mind letting us know if the verification process has been completed?

Thank you.

Dear DirkDaJerk,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.