Raging Bull Slots Casino - Player opposes unexpected bonus playthrough requirements.

My issue is not so much with the deposited amount as it was with the bonus I accepted with that amount.

I accepted the bonus that is shown in the screenshot the code was SURGEWINS. Today I had to chat in to get my cash back awarded and they informed me it would be a 40x playthrough. I never accept a bonus with a playthrough for this reason. The chance of winning over $18k is almost slim to none.

My argument is I thought it would be the same as one of their match bonuses, and the amount I received today just would not be cashable. No where did it mention a 40x playthrough and no where in their terms and conditions does it mention cash back awarded via a bonus. It mentions weekly and monthly cashback but thats it.

I spoke to an Eve, who even called me, and she tried saying that the section "No Deposit Bonus" says 40x playthrough and it does. But to me this is not a deposit bonus. I made a deposit and as a result of that I got this. And at one point she even said, "that bonus has no playthrough."

All the other bonuses that have a playthrough it's listed, just seems odd that this one doesn't until after the fact. The first representative said "we can't change the rules of the bonus." Yet to me, that is exactly what they are doing!

Hello SoMoteItBe,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Raging Bull Slots 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? Would it be possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru? How much is the current wagering % of the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Yea I don't care to send my history and my account was verified some time ago I'd say over a month or so.

I spoke to them via phone the night I made the complaint here. I went ahead and played through the amount that was on there and even though it was q 40x playthrough I was only $1k shy of completing it. But what bothers me is if that amount was as I thought it was I could have withdrawn avogt $2k because at one point my balance was $2400 so if they had removed the $400 as a noncashable bonus that still would have left me with quiet a bit.

Hello SoMoteItBe,

When exactly did you finish the "SURGEWINS" bonus as based on your history, you claimed multiple bonuses afterwards.

No sir that's not correct. That was the last bonus I've took because that was last deposit I made. The way it worked was you made deposit today and got a % match, and then tomorrow you got so much cash back. That's what the $465.00 is that's on there. The only other thing that's on there is the so many spins a day for X number of days from other bonuses in past and I think perhaps a weekly cash back amount. But the playthrough technically was never completed. It was almost completed. My argument is there never should have been a playthrough. The $465 should have been like a bonus amount, not cashable, but anything over that amount should have been cashable. Because the bonus description said nothing about a playthrough and their terms and conditions only mentions weekly Cashback and monthly Cashback.

Hello SoMoteItBe,

To clarify the situation with the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello SoMoteItBe,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Raging Bull Slots Casino to join the conversation.

Dear Raging Bull Slots Casino,

Could you please clarify the situation? Why was the player required to fulfill a wagering requirement when the bonus description clearly states "no playthrough requirement"?

Ok thank you for your help!

Greetings all,

The coupon in question was a deposit bonus good for up to 300% on top of your cash deposit SoMoteItBe, the rules posted in your screenshot apply to the deposit bonus which was issued and played with the rules you have provided. The cashback on the coupon (as with all free bonuses) came with standard bonus rules as listed in the terms and conditions of the casino. One of these rules is a 40/60 playthrough requirement. Hopefully this clarifies things.

Best wishes,

Nick and Raging Bull

Well the only "cash back" that is eluded to in the terms and conditions is weekly cashback and monthly cash back. No where does it state in terms and conditions cash back from a bonus.

And ALL the rules for a bonus should be included in the bonus description not just rules for 1/2 of the bonus.

Thank you for the clarification, Nick / Raging Bull Slots team.

Dear SoMoteItBe,

I can agree with you that the play-through requirement even for the cashback that was included in the bonus you claimed could have been specified more clearly, however, as mentioned above by Nick, cashback as well as all free bonuses come with a play-through requirement, as it's mentioned in the casino's terms and conditions you agreed to when creating your account.

Additional Terms Applicable to ALL Bonuses

3. Unless otherwise stated, all bonuses including (but not restricted to) weekly & weekend coupons, comp points, Cashback bonuses, No Deposit Bonuses & comps etc., as well as the deposits made to redeem any aforementioned bonuses, must be wagered at least 30 times playthrough requirement for Slots, Keno, Scratch Cards and, Bingo; 60 times playthrough requirement for Table Games and Video Poker, before withdrawing.

The casino team has acted within its rules. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses to avoid disappointments like this.

I believe the situation has been sufficiently clarified. Is there anything else I can assist you with?

Well no one else brought up that section and I'll go check and make sure it was there when this occurred. But by your own words it could have been made more clear, and per the terms and conditions you put forth, I had to play with a 40x playthrough. If it had only been 30x I would have been to the positive. I would have to do some math to find out how much but by that logic I'm still entitled to something.

Dear SoMoteItBe,

As it's mentioned in the rules above...must be wagered at least 30 times playthrough requirement for Slots, Keno, Scratch Cards and, Bingo; 60 times playthrough requirement for Table Games and Video Poker, before withdrawing.

But every bonus including the cashback can have its own playthrough requirement, so I would like Nick / Raging Bull Slots team to specify the real playthrough requirement for you in this case and if you have fulfilled it.

Greetings all,

It isn't really a question here I'm afraid, not only do the terms and conditions apply here but the rules for the chip (40/60 playthrough) were given when the bonus was issued manually by the service agent via live chat before play on the chip even began. Playthrough was not completed on the bonus and the balance was played to zero.

Also worth noting after thorough review, only one free bonus is allowed between cash deposit/play sessions. There have been a number of free chips since the last cash deposit/play session, I hate to be the bearer of bad tidings but none of these would be eligible for withdrawal.

Best wishes,

Nick and Raging Bull

Thank you for the additional clarification, Nick / Raging Bull Slots team.

Dear SoMoteItBe,

The bonus in question was manually granted to you by the service agent during a live chat session, with the 40/60 playthrough requirement being explicitly communicated to you at that time. Unfortunately, the playthrough conditions were not met, resulting in a depletion of your balance. I'm afraid there is not much that can be done here. It is essential for all players to adhere to the specific rules associated with each bonus.

Should you find the bonus terms unsatisfactory, you have the option to decline the bonus offer. The decision to accept or decline the bonus is entirely at your discretion.

Regrettably, upon thorough review of all relevant details, we must inform you that your complaint will be rejected.

I am sorry we could not 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

Casino Guru