Raging Bull Slots Casino - Player's winnings were confiscated and the account was banned.

I deposited to my account to use one of there promos and won a total of 3600. I made a withdrawal request than within 3 hours my entire account was drained. I reached out to support who claimed they never received my deposit and I needed to email my bank statements in and wait for a response. So I did, statements showing my deposit was made. Meanwhile I received several emails from raging bull thanking me for my deposit and deposit confirmation. However never received a response from finance. It’s been two weeks and not only have I not received my funds but they banned my account without reason and are refusing my money return!

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Dear dominicandmommy64,

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. Have you made any successful deposits before? Could you please post here (or forward me) the deposit receipt as well as confirmations from the casino that the deposit was received?

Additionally, if there is any other relevant communication between you and the casino, please forward it 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

this was the one and only deposit made with this casino. I just sent all those chats deposit confirmation and bank statements to the email you sent me.

i hope that helps.

jeneal T***

I have not received a response from casino guru on this matter and just looking for an update

Thank you very much, dominicandmommy64, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, dominicandmommy64,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

However, please note that the provided live chat transcripts and screenshots (casino account transaction history, deposit confirmation from the casino, and a bank statement) are completely irrelevant and unusable since many necessary details are missing.

Now I would like to invite Raging Bull Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Raging Bull Slots Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to unblock the account and/or withdraw the disputed winnings? In case there was an unsuccessful deposit, from which the disputed funds allegedly should have been accumulated, what exactly does the casino need to confirm that it was successfully deducted from the player's payment method and went to the casino?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I had the opportunity to review the situation and it appears the cash deposit to the casino was not honored by the bank and was never collected by our 3rd party payment providers. I also see that there was a good bit of dialogue regarding this and even bank statements provided on the player end. That said even after close review none of the transactions corresponded with the deposit in question.

I believe the bank statements have also been submitted to the casino.guru team for review, I have provided the documentation regarding the deposit to casino.guru however if our finance team was unable to locate the deposit in question during their review of the bank statements it is unlikely I will be able to assist in this situation.

Best wishes,

Nick and Raging Bull

I received multiple emails from raging bull stating they had received my deposit and my bank statements show that they did receive the deposit! This casino is simply not wanting to pay out the large amount of money I won fairly!

Raging bull please tell us the name that should be looked for on the bank statement. As in the recipient name that will be listed on a bank statement when a deposit is made to you

Thank you for your reply and explanation, Nick.

Dear dominicandmommy64,

As I mentioned earlier, the evidence you provided us with does not prove anything, and as Nick stated in his post, none of the payments from your bank statement (missing dates and times) corresponds with the deposit in question.

It can happen that a casino confirms a deposit despite not receiving a payment. It is an automatic notification sent by the casino's system upon making a deposit. However, there is a process behind such a transaction, and such a transaction is completely processed when your bank/payment method provider releases the funds. If it was not done completely by your bank for any reason and the transaction was not completed, the casino did not receive those funds, and it is as if your deposit was not done at all, so the winnings are invalid.

Can you please provide me with the Complete transaction history from the payment method used for the deposit for the period from October 20, 2023, until now, with all the details visible in the document? It would be highly appreciated if it is the original document/bank statement in .pdf format.

Then, we could try to ask Nick to double-check it with the casino department(s) in charge and to try to identify your deposit. For now, I am really sorry, but in your bank statement, there is no payment that could be identified as the transaction made to the casino. There are no details of the bank account owner, dates and times, and the amount of the confirmed deposit from the email notification automatically sent by the casino does not match any payment in the bank statement.

With the details and screenshots provided, how do you please imagine proving that the deposit was really made and successfully/completely processed on your bank's side?

Dear dominicandmommy64,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the requested details will be necessary to proceed.

Thank you very much, Nick and Raging Bull, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru