Raging Bull Slots Casino - The player's winnings were voided.

I used the bonus with no playthrough and no rule. the bonus comes actually with one time wagering. mean time other exclusive games are locked until you meet the wagering. after that the other games like black jack are unlocked and you are able to play them. I played with black jack and slot together and I with draw $1400 then I cancel it and played with blackjack and at the end I cash out as a withdrawal $2000.

today I saw my transaction and they denied my all winning and removed from my account. when I asked them, they only returned my deposit to me. and my 2000$ winning is gone.

Hello mehrdad1341,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Raging Bull Casino. Also please allow me to ask you a few more question before we would try to contact the casino.

Did the casino specify the reason of removing your winnings? Were the restricted games allowed after you canceled the withdrawal request? Are you verified already in the casino?

Also please send us any evidence or communication between you and the casino to nikolas.b@casino.guru.

Looking forward to your answer

Regards,

Nick

Hi Nick

sorry for my delay. I assumed to receive email from guru to answer the question

Your questions:

Did the casino specify the reason of removing your winnings? No directly. when I asked customer service they told me you should not play black jack after the wagering is finishes even the black jack is unlocked after wagering is finished.

 Are you verified already in the casino? Yes

Were the restricted games allowed after you canceled the withdrawal request? I think yes, because it was unlocked.

I sent the communication between me and the casino to nikolas.b@casino.guru.com (Is it your correct email?)

best regards

Mehrdad N*******

Hi Nicolas

 nikolas.b@casino.guru.

I am not able to email to this address to send the evidence. what should I do?

Hello mehrdad,

The e-mail address is: nikolas.b@casino.guru (without the .). Try it again and let me know if there was any other issue.

Hi Nicolas

I sent the email. please check it and let me know if you receive it

Hi Nick

Could you please update me about my complain?

Dear mehrdad,

Sorry for the later response and thank you for the additional information through e-mail. I will now forward your complaint to my colleagu Andrej who will be assisting you from now on.

Wish you best luck.

Regards,

Nick

Dear mehrdad1341,

I have read through your complaint as well as the forwarded e-mails. I’ll contact the casino and try my best to resolve the issue as soon as possible.

I would like to invite Raging Bull Casino to join this conversation.

Dear Raging Bull Casino,

Could you please explain why the rule according to which certain games cannot be played with an active bonus applied even after the bonus was consumed and the game lock was already removed?

Thank You Andrej. I hope you can resolve my issue

Best regards

Greetings all,

Apologies, I've been unavailable for a few days. I will review the case and get back to you here the beginning of next week. Thanks for your patience and understanding.

Best wishes,

Nick and Raging Bull

Hey all,

Thanks for being patient, unfortunately the deposit was made using a slots and keno only based coupon and 94.9% of all play resulting in the win was from Blackjack.

The best procedure (and most advantageous to the player) in such a situation is to re-credit the deposit amount as cash to the player on request, which I can see has been completed (and played) in your case.

Wish there was more I could do to help.

Best wishes,

Nick and Raging Bull

Hi Nick

In all casino when the wagering is met , the player is free to play all available games.

when I play during wagering, the card games was locked and after met the wagering they became unlocked , and I though that I can play the card games also. this is why I played the Card games alongside of slot.

Thank you, Nick, mehrdad1341, for your replies.

Dear Nick and Raging Bull Slots Casino,

Do I understand correctly that according to the logs, mehrdad1341 played Blackjack with an active bonus, before completing the respective wagering requirement? Wasn’t mehrdad1341’s access to Blackjack blocked at that time?

Anyway, regardless of whether mehrdad1341 played a restricted game before or after the wagering requirement was completed, we believe the player should be paid in full.

In Casino Guru, we believe that creating a safe environment for players should be one of the priorities of great online casinos. A part of this safe environment is that restrictions should be implemented on the casino’s side so there's no chance for players to break them by accident. It’s really not hard to implement a feature that won’t allow players to play a game at all times when playing the game would mean a violation of the Terms and Conditions.

Dear mehrdad1341,

Please be informed that the issue is being discussed with the casino representative in a private conversation. As more time is needed to discuss this case fully, I’m extending the timer by 7 days.

Thank you Andrej

Hey all,

Just confirming what Andrej said, we are still discussing the situation. Thanks to all involved for your patience in the matter.

Best wishes,

Nick and Raging Bull

Dear mehrdad1341,

Please be informed that the discussion still hasn’t been concluded. As additional time is required, I’m extending the timer by 7 days. Thank you for your understanding.

thank you very much for perusing my complaint

Dear mehrdad1341,

Thank you for your patience. Unfortunately, after a thorough review of the case and discussing the issue internally, we are rejecting this complaint as ‘unjustified’.

As you might know, the bonus you claimed was so-called ‘sticky’. This means that the initial bonus amount is considered non-cashable (it is deducted upon withdrawal). Unfortunately, this also means that such bonuses are considered active even after the wagering requirements have been met and there is a good reason why.

Imagine a situation where a player deposits $100 and gets $200 as a bonus. They now have $300 to play with. Let’s say that after finishing the wagering requirement (which is usually very low in this type of bonuses), the player is left with $250. If the bonus would end automatically, $200 would be deducted, leaving the player with just $50. Would the player be satisfied? Well, most players wouldn’t. Most players would prefer to continue playing with the $250 to get a chance to increase their balance. This is why after completing the wagering requirements, players need to decide when they want to cash out. We consider this system not to be very user-friendly but unfortunately, there’s no other way to end a bonus in the RTG software.

This brings us to the discussed situation. Casinos have the right to restrict certain games while playing with bonus money. This is because different games will have a different house edge. If the casino would allow players to use bonus funds on games with a small house edge, such as Blackjack, it would greatly increase the cost of the bonus for the casino.

For standard bonuses, we recommend casinos not to void winnings, but not count bets made on restricted games towards wagering requirements. This way bonus hunters can’t take the advantage of playing these games. For sticky bonuses, however, this wouldn’t help as the attached wagering requirements are often too low and the cost of the bonus is not reduced by the fact that players have to fulfill them, but rather by the fact that the initial bonus amount is deducted at the end. This way players can get a significant advantage by playing games with a very small house edge. If players would be allowed to do this, it wouldn’t be possible for the casino to offer these bonuses anymore.

We strongly believe that all casinos should enforce these rules by software so players are not able to play restricted games with an active bonus. Unfortunately, the vast majority of casinos, including ones using the RTG software, do not have such feature implemented, and the industry standard is to just list the restricted games in the Terms and Conditions. This is why we aren’t giving any major penalty for this at the moment.

Thank u Andrej for taking time and considering my complaint.

Best regards

Thank you, mehrdad1341, for your understanding. I’m sorry I couldn’t be of more help but please, do not hesitate to contact us if you run into any issues with this or any other online casino.

Lastly, I’d like to add that our recommendation for online casinos where it’s possible to run into a situation like this, since access to restricted games is not enforced by software at all times, is to treat these cases individually - especially in cases where the player’s balance has never dropped below the value of the non-cashable bonus amount in play.

Dear all,

As explained earlier, we will now close this complaint as ‘Rejected’.