Raging Bull Slots Casino - The player's unable to withdraw his balance.

This casino just blatantly stole $900 from me. After being burned by several online casinos, I only play from log in to log out using a screen recording option so everything can be recorded. I played by their terms of service, ideally using my money and no bonuses. After winning over $900 and several chats with online customer service, I withdrew on September 24th. It is October 6th, and I have not heard back. I contacted support, and they told me that on the 28th, they decided they didn't want to give me my deposit. No reason. No excuse. Nothing. I asked to speak to someone, and they brushed me off. I was told they were unsure when a supervisor would be available and to try another day. I asked for a number, and they said that numbers are only for exceptional cases and that mine was not of significance. I have everything recorded with my winnings and every chat I had with them. When I told them I had proof of my winnings, they ended the chat by telling me that I should have a good day. I have reviewed all my documentation, and I am in the right. They stole from me. They are liars, thieves, and robbers. THIS IS NOT FAIR! I will make my case public and ensure no one else gets robbed. "F-" for them! 

Hello rwtermanini,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Raging Bull Slots Casino. 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? What do you mean by that they do not want to give back your deposit - wasn't it a withdrawal pending? When was the last time you spoke to the casino and what was it about? Is your account currently still active?

Looking forward to your answer.

Regards,

Nick

Hello, Nick,

Thank you for responding to my complaint and lending your expertise.

Yes, my account is verified & still active, & they still throw bonuses at me daily. My account was verified immediately with all the proper documents through their third-party verification service. On top of that, I manually emailed them all the same documentation, including my ID, card, & forms required to fulfill the terms of service as a backup. I did everything they asked & completed everything before they even had a chance to ask me for verification.

On 9/24/22, I won $900+ on a slot game & told myself that I should immediately withdraw $800, and I did. I asked a chat rep about the process & how long it would take until I got paid. They told me that there are several fees, so if I wanted to clear $800, I should cancel my withdrawal now & bump it up to around $900. This would cover the fees, & I would clear $800. So shortly after I made the $800 withdrawal & approved my verification 100%, I canceled the withdrawal, & after a moment, it returned back into my bankroll. I then immediately made a withdrawal of $900 (to cover fees). My withdrawal request was on September 24th, & after speaking with online chat reps, all looked good. It was not until a few days ago (the day of my complaint submission to you) that I returned to the casino to ask a rep about the status of my withdrawal & was informed that on September 28th, a manager canceled my withdrawal, made a new withdrawal request, & approved it. They then removed my money. What in the world does that mean???!!! To me, It appeared to be a manager who began the wiring process for my verified bank. Yet, It appears incredibly deceptive on my account ledger, & it's exceedingly deceitful because they employed the terms "approved withdrawal" & "manager approval" just a few days after receiving my request, giving it the appearance that things were proceeding according to plan. No one told me, no one emailed me, I heard nothing, & I would have never known if I hadn't spent hours hunting down every step of the process.

What's even more frustrating is that I asked to speak to a supervisor & was told no. I requested a phone number or someone to call me so we could discuss this issue more thoroughly because it's easy to miss important details when communicating through typed chats. I was first told that they didn't have a phone number, but later on in the conversation, they tripped on their lie & admitted that phone calls are only reserved for VIP members, & I didn't qualify to speak to someone live. They were hoping I would just not care.

I've been nothing but respectful & EXTREMELY kind to all the staff. I've screenshots of my ledger & account information along the way, as well as the third-party service they use to verify my identity & documents online (which I was urged to do rather than manually email documents). Using caution, ensuring nothing slipped through the cracks, I doubled up & sent the documents manually by email just in case they made up a lame excuse. I followed all the rules to ensure the withdrawal & agreed to the TOS by checking the box (which is ONLY CLICKABLE AFTER YOU ARE FULLY VERIFIED). If you have any bonuses that are yet to be used or have broken any of the rules, then that box will remain gray. As a result, you won't be able to check it & complete verification. The fact I was able to click it & complete the process proves that I was in the right). Seeing that I didn't withdraw every penny & saved some to play with (around $150ish), an uneducated individual would think I may have had a bonus left over or some other ignorant reason.

On the day of my withdrawal, a chat rep told me that I have to wait 7-10 business days to get approved, wait another 2 weeks to process the approval, then wait another 5-7 days for the wire. Did they think I was just going to twiddle my thumbs & not continue playing? After the residual winnings that I kept in my account ran out, I asked a chat rep if I was able to redeem any free spins given to registered players daily. I was blatantly told that I was allowed to use the bonus spins & that nothing would affect my withdrawal. I just have to make sure not to mix cash funds & bonuses. & I didn't. I waited until my balance was $0.01 before being approved & allowed to play the daily free spins for registered players.

***Please note that I have more to say, but the character limit has cut me off. I will try and submit the second half of the details following this submission. If I am unable to submit the rest of my details, kindly let me know if I can email the rest or how to proceed with further details to complete my explanation.***

... continued from above

After discovering that they had taken my $900 without telling me, I repeatedly contacted customer service to ask them to check my account. Every time, the rep would lie & give me some absurd excuse about how I supposedly violated their terms by mixing funds or doubling up bonuses, then end the chat immediately on me. Now, I'm absolutely sure I did not mix cash funds with a bonus, & I'm especially sure I didn't get 2 bonuses at a time. I'm aware that mixing funds causes problems. I'm not an idiot. I waited until I lost my withdrawable balance, which was 1 cent, then asked a chat rep for the OK to click the bonus and was approved. I have never doubled up on bonuses. Actually, you can't!!! If you try to redeem another bonus, the system won't allow you. When I told this to the chat rep, I was told that next time I should follow the rules & I would not be receiving my $900.

RagingBullSlots should have been honest with me from the beginning about what was happening with my withdrawal. They never gave me a straight answer, which made it incredibly difficult to advocate for myself.

Cut to today, and all of a sudden, RagingBullSlots is magically depositing $30 into my account, sending me several emails every day with bonus codes, & treating me like a VIP member as if nothing happened. If they had the nerve to secretly pull my $900 without telling me, then they must think that I'm the bad guy here - but no...I'm getting free money without asking for it. Something doesn't add up here.

I'm prepared to do whatever it takes to ensure this type of behavior from these crooks doesn't happen again & harm other innocent players. I saved my hard-earned money to go to an online casino to let off some steam from the pressures of life. I didn't save that money to give to crooks & have them take 4 years off my lifespan.

Can you please clarify if the amount you reversed from the withdrawal in order to have $900 on your account was generated with a bonus or not?

Also the rest $800 was generated from a bonus?

Please forward your deposit/bonus history to nikolas.b@casino.guru together with the conversations you have with the casino.

Looking forward to your answer.

Dear rwtermanini,

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.

The complaint will be now closed for the above mentioned reason.