Raging Bull Slots Casino - Hráčův účet byl zablokován.

I submitted my documents for verification last night, this morning I received an email from them saying they have received my documents. So I tried to log in after I read their email with no luck. Error message keeps popping up. My username is quite unique, so I thought maybe it was a letter off, so I emailed them to see if they can send me my username, since then I haven’t heard anything from them. I was able to find my username and password but I’m still not able to log in. I had my wife log in to her account, she had no problem doing so. It seems to me they either don’t want me pay me or this is an issue that happens when in process of document verification. Or I don’t know. The only thing I know for sure is I can’t log in but my wife can.

Dear sjk0iug37e,

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.

• Do you and your wife share any of the following: household or email address, telephone number, payment method, or device?
• Have you accumulated your winnings with or without an active bonus?
• Was your account successfully verified in the past?
• Which account was created as the first one?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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 

We do live together. I made 2 deposits I believe, using a bonus coupon, but I might add I play through the required amount. I have never been verified at this casino. I opened my account on 12/30/2022. My wife has had hers for quite some time now. But she’s only used it to play for fun. She’s never made any deposits nor has she ever tried to make withdrawals. It what simply to past the time.

I have a case number, if it helps #152071968

Do I understand correctly that your winnings were accumulated from a Deposit bonus? If your wife has never deposited any funds, does it mean that you didn't activate the same promotional offers, is that correct?

Yes it was a deposit bonus and no my wife hasnt activated a bonus in quite some time. The only reason she logged in was to see if I was blocked or if the casino’s system was down. She hasn’t used her account for months now. I played thru the required amount and then some. I followed all their rules.

What I don’t understand is if there was a problem with my account why not reach out to me instead of blocking me.

Thank you very much, sjk0iug37e, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future. 

Hello, sjk0iug37e,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. 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 issue in more detail? Is it just a standard process due to ongoing verification? What steps should the player take to unblock his account and complete the verification? 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 have reviewed the situation and it appears your account(s) have been banned sjk0iug37e. The terms and conditions of the casino state that only one account per player/household is allowed and only one free chip is valid between cash deposits. I was able to easily locate 17 total accounts opened using varying credentials with free chips redeemed and played in all of them.

Due to the nature and severity of the infractions our security department has closed all accounts and any balance in any of them is forfeit I'm afraid.

Supporting evidence has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Raging Bull

can you show me when I redeemed any money, or when I sent you my documents for verification? Can you show me any deposits I made with these so called accounts? just another way to rip people off. Thanks

Thank you, Nick, for clarification.

Dear sjk0iug37e,

After reviewing the data provided to me by Nick, it looks like you are asking questions that you know the answers for. In addition, if there are matches of any of the personal details and similarities (the same parts/phrases/name and surname combinations) in the email addresses registered in the casino on different accounts, it does not look like just a coincidence. Before we move forward, allow me to ask you a few questions.

Can you provide me with your wife's casino account ID and email registered in the casino? Why do you think that making a deposit and verification have anything to do with connecting accounts created by one person? Are you aware that creating more than 1 account from one household and/or using one device or internet connection by more than 1 account is forbidden in online casinos?

You mentioned that your wife only played in the casino to pass the time and did not make any deposit or withdrawal, and has not used any bonus for a longer time. Does it mean that she used any free bonus(es) in the casino before? If not, how did she play in the casino if no free bonuses were used?

Can you please send me the personal details that were used upon registering your account in the casino (name, surname, date of birth, physical address, email, and phone number) and a photo of your ID from both sides?

Feel free to use my email (branislav.b@casino.guru).

whats the point they’re not going to give me the money that is rightfully mine. I won it fair and square. Played by their rules, played way more then I was required. But here I am out $730 plus my deposit.

Askfors is my wife’s id. When she was playing there was a website that shows pages and pages of no deposit bonuses which she was able to use one after the other. She played during those bonuses until she got to the ones that were over a year old. Once she got to those old codes they were no longer useable. So she stopped playing. She never once made a deposit. She must have used 50 if not more codes back to back with no issues.

Dear sjk0iug37e,

Disputed winnings are void if the casino's terms and conditions were breached. The casino's rules are accepted upon registration, and players are obliged to read them before acceptance. Only 1 account is permitted per person, and bonus abuse is strictly prohibited.

How much was your deposit, please? Could you confirm that you used no-deposit bonuses/free money in the duplicate accounts without making any deposits between them?

However, there is a question that has not been answered yet.

"Can you please send me the personal details that were used upon registering your account in the casino (name, surname, date of birth, physical address, email, and phone number) and a photo of your ID from both sides?

Feel free to use my email (branislav.b@casino.guru)."

So, are you please able to cooperate in resolving your issue and provide me with the requested details and documents?

Please note if you fail to cooperate, I will be forced to close the complaint.

Yes. I’ll send my info to the email address you provided.

Dear sjk0iug37e,

Unfortunately, I have not received any email from you. Can you please confirm you already sent it?

If yes, can you please provide me with information on when it was sent, and also send here a screenshot of the email with the details visible including my email? (The screenshot will be hidden from the public)

Please note that this will be the second week that I will be waiting for the requested data. If no relevant details are provided before the current timer expires, the complaint will be rejected.

Dear sjk0iug37e,

Although you failed to provide me with the requested data, after gathering all the necessary information and additional details received from Nick, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - you registered more than 15 accounts in the casino, while the one you filled in when this complaint was submitted was far from the first. Only one account per player/person is allowed. Also, the same bonuses were used in the connected accounts, which means a breach of the Bonus terms and conditions (bonus abuse). In addition, some of the accounts created contain altered personal information, so there is even a possibility that you would not pass KYC and not be able to withdraw anything from the winnings anyway. You are not entitled to the winnings obtained in this way because you were not entitled to the bonus used. The casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru