Raging Bull Slots Casino - Player's been accused of mixing funds.

On January 4th, i won a jackpot of around $12,000. Played some more within the next few days and ended up losing all but $2000 that I had requested a withdrawal from.

Fastforward. I waited the full 10 days without any word from support. It wasnt until I checked my transaction history that I saw a denied request the day i submitted the withdrawal. followed by an approved "manager" withdrawl. Still with no notice or update from support. 

I only found out the request was denied when I contacted live chat. I was clearly upset and closed tbe conversation with her so that i could email support. To which they only told me about something in regards to "mixed funds" in which i added a deposit and bonus on top of weekly cashback that was credited to my account. 

I do not believe I was aware of this rule but there are a couple of things that bugged me. 1, I did not request the cashback. 2, I don't usually deposit unless I'm down to pennies.

If this was indeed the case, it was purely accidental. I woukdnt have added money if i knew there was some already in there. That being said, shouldn't there be an action put in place to where cashback has to be physically requested, similar to the weekly 14 free spins? or shouldn't my deposit have been automatically denied like in the instances of trying to deposit with a bonus when a bonus is still active?

Raging Bull attracted me due to its high ratings but I'm now starting to think those ratings are false. This is my first withdrawal from a win and it gets denied. 

Hello veezabeast,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. I checked the casino’s T&Cs (https://www.ragingbullslots.com/terms.php) and I found this:

"Redeeming Multiple Promotions: You may not mix or combine promotions or bonuses. If multiple bonuses are mixed, your casino winnings may be removed at the time of withdrawal. Please be sure to use only one bonus at a time. Unless otherwise indicated by the Casino, you cannot redeem additional coupons if you have a withdrawal pending or if you have an existing balance."

Would you be so kind and forward me the communication between you and the casino? I would especially like to see the message, in which you were informed that mixing funds occurred. My email address is kristina.s@casino.guru.

Thank you in advance for your reply.

Best regards,

Kristina

i will forward you the conversation.

Thank you very much veezabeast for your reply and email. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello veezabeast.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hey all,

So here's a breakdown veezabeast:

You had a balance of $51.80 from weekly insurance deposited on the 27 of December. On the 2nd of January you logged in and made a cash deposit on top of this for $31.39 using a 300% no max withdrawal coupon giving you an additional $96 to play with for a grand total of $179 playable before you began play. Unfortunately the initial balance you deposited on top of carried a 2x max cashout giving a maximum cashout value of $103 and making all of the funds now in your account subject to those rules.

This is the case of "mixing funds" referenced to, mixing funds occurs when a balance with one set of rules is mixed with funds with an entirely different set of rules.

You proceeded to play, win, and request two withdrawals of $2500 from the winnings. You then cancelled one of the requests back onto your balance and played that balance down to $0.19. After this you cashed in comp points for $150, played that balance, then cancelled the 2nd requested withdrawal and re-requested $2000 before playing the $500 left in the account.

I hope this clarifies things for you.

The best I can do in this situation is to re-deposit the initial cash deposit of $31 with the best deposit coupon available and give you another chance at a win. Just say the word and I'll be happy to add that balance for you.

Best wishes,

Nick and Raging Bull

Dear veezabeast.

Please, could you confirm the casino statement?

No, it really doesn't clarify things. If you look at my account history through all sister sites, you'll see that I've never "mixed funds" cause if there was money in my account, I wouldn't have felt the need to make a depost/bonus.

What boggles my mind is that there are weekly free spins given to depositors but they must be manually requested by the account user by the user physically entering their name. Yet you add funds directly into users accounts with no physical verification and/or consent from us users. Yes, most people will gladly play with free money but in my case, it completely worked in the casinos favor. I did not agree to these funds being added to my account. Therefore I did not agree to the terms and conditions of those funds. I was unaware of them in my account so I made a deposit with a bonus. I won and now am being stripped of those winnings cause of funds I did not approve or request.

Another things that makes it worse, my withdrawal was denied the day I made the withdrawal. Yet not one word, email or live chat was initiated to inform me of this. It wasn't until the 10th day (as the site states withdrawals, may take anywhere from 7-10 business day) where I requested an update in regards to my winning, that I was informed of my withdrawal being denied. This made me feel instantly that a manager multiple employees had probably pocketed those winnings as the transaction history shows my request being denied but then re-initiated and approved by a manger.

I am unsure of how the process works as this was my first withdrawal but from a visual aspect from a customer, it appears like it was falsely denied and then claimed by managers and the ones who denied it.

I believe I should have had to claim said cashback, physically, to have be bound by those therms and conditions. As I didnt, I dont see the need 5. I feel my winnings were acquired by the book. I should be able to keep my winnings minus the money that the casino put in my account without my consent or approval.

Dear Nick and Raging Bull Casino team.

Thank you very much for your part in this case. Please, could provide us with evidence sustaining your claims? Could you also react to the player's statements (explain the process)?

Hey all,

As with every week you have been with us veezabeast weekly insurance is added at the beginning of the week as a percentage of your losses from the previous 7 days. Every week you deposit, play, and have a loss of over $50 we give some of it back as a bonus to give you another chance to play and win. Reviewing your player sheet I can see this has been happening like clockwork for you, every week it comes in and every week you play it. As to the how or why this time it was different I honestly can't speculate, I can only say the weekly cashback balance was there and the deposit was made directly on top of that balance.

The system isn't perfect, certainly, however weekly (and monthly for VIP players) cashback is far and away one of our most popular bonuses on offer. If it doesn't come in automatically for some reason (it has been delayed from time to time by a few hours) the entire casino population is up in arms and our service numbers go through the roof so there is a good bit of care taken to assure that it does come in in a timely and accurate fashion. There are definitely a few folks who don't care for it, they come to livechat and it is removed for them without issue.

In cases where the casino is in error and the cashback balance is credited on top of a players existing balance (which happens, rarely) the player is not in any way effected by this, quite the opposite in fact as they have been given a balance equivalent to whatever they were playing previously even if it was straight up cold hard cash. However if there is no balance ($5 or below) it is up to the player to follow the casino rules as with any other balance as stated in the terms and conditions of the casino.

One thing I can definitely 100% assure you of veezabeast is there is no way for any employee at any level to benefit in any way from your winnings (or your losses), none. No one can withdraw funds from your account except you, period, thus the lengthy vetting process to qualify for withdrawal. We need assure not just that only you can withdraw but that you are actually you not just someone posing as you attempting to benefit from your account. Each withdrawal request is also vetted, one at a time, by a real actual (highly trained) live human being who reviews the providence of the funds in question and determines if the withdrawal request is valid or not. Once this process is complete another real live human being double checks the work done previously and manually issues the approved withdrawal for payment to our 3rd party on your behalf. It's an air tight system in that respect.

The "bone of contention" here if you will is the term "manager withdrawal" in conjunction with the denied withdrawal, this merely means that only someone at a managerial level within the proper department has the necessary authorization and ability to manipulate the funds in your account in any way. No one without proper authority is able to do so thus the labeling of the transaction at a managerial level. The transaction is digitally signed upon completion and the removed funds are no longer tender of any variety or available as a withdrawable (or transferable) balance to anyone.

Jozef and I should be touching base shortly to go over your case but these are the nuts and bolts of the matter and once again, I hope they provide some clarity.

Best wishes,

Nick and Raging Bull

Hello there.

Dear Raging Bull Slots Casino team and Nick.

Thank you very much for your part in this case.

Dear veezabeast.

I am very sorry about the whole situation but the casino team has provided us with relevant proofs supporting their claims. Unfortunately, we are forced to close the case as 'rejected'. Although it would be perfect if you would not be allowed to mix the funds, it is standard for this platform and market.

Please, let me know if you require further assistance.

Best regards, Jozef

Casino.Guru