Raging Bull Slots Casino - Player reports unauthorized card linked to account.

Hi!

I was trying to deposit money but was told my card would not allow anymore deposits. Today I looked and there is a random card on there that I am to verify. They say I used that card 10/4 but I do not own said card. I contacted capital one and they also confirmed I do not have a card # ending in 3580… I only have 3 cards I use for my game play and none of them have that card number. I am unable to play any longer because I can’t withdraw if I win as this card is not one that I own and have never used - please have them remove the card ending in 3580 from my account as I cannot verify a card I don’t have. This is the same issue that happened with slots of Vegas - but I spent that money…. I will be more patient this time around to allow for you to research this issue. Thank you !!

Dear britterlynne,

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 serious casinos take KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you provided all the required documents to complete the KYC?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes, that is absolutely right. I don’t have any winnings right now but I’m not going to deposit any more money until that card is gone because I am unable to verify it because I don’t have it. It is not mine and I have never seen it before.

• Have you provided all the required documents to complete the KYC?
• Do I understand correctly that your winnings were accumulated from a free bonus solely?

Thank you in advance.

No they were not accumulated by a bonus that I am aware of and yes sent the documents multiple times with no response

And there are no winnings right now

im not trying to withdrawal just trying to remove an unknown card off of my file. Because it is unknown I cannot verify it like they are asking… I will deposit and play when that card I do not own ending in 3580 is removed

Thank you very much, britterlynne, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

PS: I adjusted the disputed amount from $250 to $0 as there are no pending withdrawals.

Hello britterlynne,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and just so you know, it is quite usual that the casinos store all the payment methods that you used. I guess you were not aware of this, but Raging Bull, Silver Oak, and Slots of Vegas Casino are in the same group. Maybe the card was used by you in the past at other casinos within the same group. Anyway, if the card has not been used for a long time, the casino team should be able to remove it, as it's surplus anyway. I will contact the casino to shed more light on this.

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

Dear Raging Bull Slots Casino,

Can you please provide more information about the player's situation? Is there a reason why the surplus bank card has not been removed from the player's account yet and is causing an inconvenience to the player?

That makes sense ! Thank you so much! However I have never had a card with those numbers ever. I only play with certain cards for a reason and that is not one of them. When it is removed I will continue to deposit. Thank you so much! Also if you are affiliated with silver oak please help me get my withdraw from them it has been since sept 24th and we are going back and forth. I have an open complaint on that as well. thank you so much for helping me !!

Greetings all,

I had the requisite department review the situation and it appears there is no question that a card ending in 3580 has been used for deposit in this casino account on the 4th of October in the amount of $250. For legal purposes we are required to keep all depositing card information on file, the documents within the player account are currently marked complete however. There should be no issues with withdrawal in this casino account that I can see at the moment.

Supporting documentation has been forwarded to the casino.guru team for review.

Regarding any issue related to any other casino, that would need to be addressed in a specific complaint relating to the casino in question. Though there are casinos related by service elements such as myself it is not a "group" as has been suggested, more a coalition of individual entities serviced collectively for reasons of economy.

Best wishes,

Nick and Raging Bull

The only two cards I own other than my debit card, which ends in 8888 if I cannot verify this card, I will not be able to play with you any longer. As I will not be able to withdraw if there’s still an outstanding verification needed on a card I do not own.

Also, Nick, can you please respond to my complaint above regarding silver Oak Casino I am still waiting on my withdrawal and I did not see any email from you as I previously stated thank you

What was the withdrawal have shown up as on my account???

this would’ve been for a deposit of $250 but the total be 279.51 for fees

Please confirm

Thank you for your response Nick / Raging Bull,

Dear britterlynne,

We have received evidence that the card ending in 3580 was indeed used to deposit in your casino account on the 4th of October in the amount of $250. It could only be either you or someone else who has access to your casino account. Does anyone else have access to your casino account? No payment method is shown up just like that in your account.

Regarding your other complaint on Silver Oak Casino, this will be handled in a separate complaint (Silver Oak Casino - Player claims that payment has been delayed. (casinoguru-en.com) so that we don't get confused.

No I do not have that card and no one has my account numbers

if I deposit am I unable to withdrawal funds?

if so I will simply discontinue play with raging bull as I will never be able to verify a card I have never used

Dear britterlynne,

It's important to realize that no payment method (whether it's a bank card, a crypto wallet, Skrill, Paypal, etc.) appears in your casino account without a specific action. The deposit of $250 from the card ending in 3580 on October 4, 2023, must have been initiated either by you or someone with access to your casino account. Keep in mind that, as part of the KYC (Know Your Customer) and AML (Anti-Money Laundering) processes, the casino team can verify all the payment methods used for deposits by players. These measures are industry-standard requirements.

Please be aware that if you are not able to verify the mentioned card, it is only up to the casino team to consider if they will still insist on verifying the card or if they will be able to continue with the withdrawal without it..

Please close my account then so that I can reopen a new one so that card can be removed if I am to continue using raging bull. That is very suspect that a card can end up on my account that I do not own and no one even knows I am playing online slots to be able to play - please tell me what the name of that specific charge would be so that I can try to figure it out. Please and thank you.

also please review the other case I have still no update. And still in requested phase. I am not having good luck with anything affiliated with raging bull or silver oak. PLEASE HELP over 2k is still pending withdrawal and all info has

been provided multiple times to both you and Natalia

Greetings all,

There is definitely a deposit originating from the card in question however as a courtesy in this particular case I have requested to have the card removed and blocked from your account britterlynne. This action has been completed on your behalf and the card will no longer show up for verification in your account nor will it be eligible to deposit.

Hopefully this resolves the issue.

Best wishes,

Nick and Raging Bull

You so much! Raging Bull is one of my favorite places to play and the only one so far to actually pay out. Thank you so much for doing this for me. You can close this issue now.

Thank you for removing the disputed card from the player's account Nick / Raging Bull.

Dear britterlynne,

I'm glad to hear that the issue has been resolved. We consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino.Guru