Raging Bull Slots Casino - Player's winnings were canceled.

I won $800, after having depositted for months. My "withdrawable amount" was over $800, so i tried to withdraw. They subtracted the $800 from my account, but then DENIED my "withdrawal request". When i pressed for a reason, they said the $800 was taken from my account for "breaking casino rules". The rule i "broke"....apparently i depositted on top of a "weekly cashback bonus", which i know nothing about, and even if i HAD a weekly cashback bonus on my account, it apparently wasnt "cashback" if it put restrictions on my withdrawal. So, anyhow i broke casino rules because i depositted money. Therefore, they took $800 from my account and put a random $45 back on for some reason. and yes i have screenshots of the $800 being subtracted as well as some of my convo's with their customer care people. NOW I'M worried about giving them ALL my personal info, just trying to get my winnings which i never got. They have my bank info, my i.d. , address, everything!

Dear Mitzibishi73,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have not activated this bonus yourself? When was the last time you activated a bonus (if you activated any)?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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

Best regards,

Kristina

Yes, i never activated or asked for "weekly cashback" i wasnt even aware of such a thing. Why would i have depositted money if i didnt need to? That makes no sense and i am trying to attach my communications with this message but it isnt allowing me to

Thank you very much Mitzibishi73 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Mitzibishi73,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Raging Bull Slots Casino to the conversation to participate in the resolution of this complaint.

Greetings all,

I've reviewed the case and what we have here is a situation called "mixing funds". Not all playable funds are created equal if you will, they come with different rules and must be kept separately. In this case you were given your weekly cashback of $30, deposited an additional $10 of different bonus cash from your Player's Rewards Card, then dropped a cash deposit on top of that.

This turned your cash deposit into bonus cash essentially. As a courtesy the cash deposit was returned to you to give you the opportunity to play and win again, this balance is currently sitting in your account however I can see that an additional Player's Rewards bonus has been deposited on top of it, creating a similar situation all over again.

I would highly recommend going to customer service, requesting the PRC balance removed, and perhaps requesting a nice deposit bonus which has no maximum cashout rules and is compatible with the actual cash already in the system.

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

Best wishes,

Nick and Raging Bull

Thank you Nick for shedding some light on the situation here.

Dear Mitzibishi73,

I asked Nick how it worked with the cashbacks and the PRC deposits. According to him, the cashbacks are added automatically when the balance reaches zero and the PRC deposit and cash deposit were made manually by you. We are aware of the fact that, when it comes to bonuses, the user experience in the casino isn't great. However, if my balance in the casino reached zero and suddenly changed to $30, I would most probably contact casino support to find out where it came from. Bonuses always come with a set of conditions, it's never free money. Secondly, if you made the PRC deposit yourself on top of that and then added a real deposit, I'm afraid there's not much we can do.

Dear Mitzibishi73,

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.

Unfortunately, the player stopped responding to our messages and questions. Consequently, we have no choice but to reject this complaint.