Raging Bull Slots Casino - The player's balance disappeared.

I was playing their new sweet 16 blast game and it has the option to buy a bonus. I decided to buy the bonus since it was only $20; which I checked twice. Next thing I know, they charged me $2,000. I didn’t notice the overcharge at first but when I changed games I soon ran out of money. Customer support said it was too bad, but here’s $350 to make it right, and I’m out the money. I have requested my account be closed. Can this be rectified? I feel like I was robbed!!

Hello bethstepski,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Raging Bull SlotsCasino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Was your balance purely real balance or you had bonus balance too? Was the money deducted at once or over time?

Please note that if you just forget to turn on the bonus buy it was entirely up to you and the casino is not responsible for any loss you had.

Looking forward to your answer.

Regards,

Nick

I lost the $2,000 in one spin. I wanted to buy the bonus, it said it was $20, but they charged me $2,000 instead.

I had put in $750 and received a bonus of 260%. I had played a few spins and I decided to buy the bonus and all but $65 disappeared. I am verified for a few weeks but have played at their casino for years.

Hello bethstepski,

Did you create any screenshots or can you access your betting history and forward it to nikolas.b@casino.guru?

No. They closed my account and can no longer access my history. I didn’t take screen shots since I didn’t realize my money was gone until I was playing another game.

Thank you bethstepski for all the information. As we will probably require more information from the casino about what might have happen, I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello bethstepski.

I am sorry to hear about your troubles.

I've checked the game and when you enter the bonus feature there is clearly written how much it will cost.

Several times I tried the game and always won something, most of the time more than it cost me. Didn't you win from your spins?

(I tried it with $10 bet worth $1000)

I played the game the first day it was released. The bonus clearly said it would cost $20. I looked at the bonus several times before purchasing. I don’t remember if I won on the bonus. I WOULD remember whether I won or not on the bonus if I had known it cost $2,000. If you look at my transaction history, I never played even $100. $2,000 is ALOT of money to spend on a bonus when what I could win was based on my original $20 bet.

Dear bethstepski.

When I tested the game, I saw how much it would cost me to buy a bonus feature.

Please have a look:

Did you see something else?

You must have some winnings, if you buy the free spins for $2000. I bought the bonus free spins many times during my testing, and always I won at least something. (mostly more than it cost me)

Very helpful would be your game log.

I would like to invite the casino representative into the case.

Could you please check the mentioned game round and winnings from free spins worth $2000 and what happened with the balance after that round?

I did see that screen. The first number was non adjustable and the bottom number said $20.

I did not win anything significant on the bonus round, maybe a few hundred- which seemed reasonable for a $20 bet; which is why I didn’t notice my money was gone right away.

Ok, we need to check the game log to be sure what happened.

Hey all,

Just confirming that I have reviewed the case and we are discussing the situation with the casino.guru team.

Best wishes,

Nick and Raging Bull

Dear Bethstepski.

I checked your game log. You finished the free bonus rounds with winnings of $458,95. I understand that you paid for that bonus feature $2000 and won only $458,95 but that doesn't mean that the game malfunctioned. It looks like you were just unlucky. From your game log, you continued to play immediately after the bonus free spins ended.

I understand that you feel bad about the whole situation. If you had a screenshot showing that the bonus was displayed wrongly, we could make a case based on that, but there is no evidence showing that something was wrong.

Please if something wrong happens, you need to stop playing, take a screenshot and contact support.

I am very sorry, but I am afraid that without evidence showing that the bonus feature was displayed wrongly we can't help you.

I do not feel bad about the situation other than the feeling of deceit from the casino. That week alone I had bet/deposited more than $50,000. Losing $2,000 is not a concern. I hope the casino fixed the glitch.

I will stick to the local, legit casinos from now on. If this had occurred at Mohegan Sun or Foxwoods, they would not ask me for a photo of my bonus purchase because they know how ridiculous that sounds. They believe in customer service and keeping customers that spend money day after day happy. This casino has lost not only my business but the business of those I frequently gamble with.

Dear Bethstepski.

I understand your frustration, but please look at the situation from 3rd person perspective.

I guess if you won from free spins $4000, you would not complain, am I right?

We didn't find anything wrong with the slot or the message when you activated the bonus feature.

We would like to help you, trust me, but there is nothing we can do without at least something.

Please do not make assumptions about me. If I won $4,000, I would still submit a complaint. I would never bet $2,000 on anything. Please close my complaint. There’s obviously nothing that can be done.

One more time, we are very sorry. But in this situation, there is nothing we can do.

Unfortunately, we are rejecting this complaint.