Raging Bull Slots Casino - Player's withdrawal delays conflict with casino's terms.

Below odds a copy o of an email sent to support on Tuesday without any response:

I am writing to you today to document my questions regarding my account withdrawal request.  I reached out to customer service on 12/15 with these questions and they could not provide a decent explanation regarding the approval timelines.  

I was told repeatedly that the casino is within their timelines because the approval of my 11/16 request had just been approved on 12/14 and it can take up to 10 business days.   What this customer service rep could not grasp was that the initial approval took 19 business days which is 12 days longer than stated in your terms and conditions.  If that is the case that means I may not receive my payout until 12/29/23 which is 43 days from the initial request.  

Please review the below bolded comments under sections 2 & 4 of Raging Bulls’ Terms & Conditions and let me know if anything can be done to expedite these two payouts.

Approval of Withdrawals

    1.  All withdrawal requests must first be reviewed and approved by the Casino before being sent for payment.

   2.  All withdrawal requests will be reviewed within 7 business days from the date of the request.

          a.   Withdrawal Request made in 11/16/23 should have been approved by 11/28 which is 7 business days (including the Thanksgiving holiday) from the request date as written in the item 2 of the Terms and Conditions listed on your website.

          b.   Withdrawal Request made in 11/26/23 should have been approved by 12/5 which is 7 business days from the request date as written in the item 2 of the Terms and Conditions listed on your website

    3.    A maximum of $2,500 will be approved per pay period. Ineligible requests will be denied within that time frame.

    4.   Payment will be made in 7 to 10 business days after approval. A maximum of $2,500 will be sent per week. All balances will be sent the following week(s). This amount may vary due to processor limitations.

          a.  The request date of 11/16 which should of been approved on 11/28 should have been paid between 12/7 and 12/12 based on the 7-10 business as written in the item 4 of the Terms and Conditions listed on your website.

         b.   The request date of 11/26 which should of been approved on 12/5 should have been paid between 12/14 and 12/19 based on the 7-10 business as written in the item 4 of the Terms and Conditions listed on your website.

    5.   Please be aware since this is an international transaction, your bank and/or other banks involved may charge additional currency conversion and processing fees.

I waited until today being the 19th to let the timelines expire to see if there is anything that can be done to expedite these payments. 

Sincerely,

Christopher G*******

Dear christoddgalluzzo,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost six weeks is a long time.

• Do I understand correctly that payment is still pending inside your account without being processed?
• Have you accumulated your winnings with or without an active bonus?
• Have you received any winnings from this casino in the past?

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

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear christoddgalluzzo,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.