Raging Bull Slots Casino - Výběry hráčů jsou zpožděny.

I requested two separate bitcoin $2000.00 withdrawals on April 19 and April 20, 2023. Both my requests were cancelled by the casino on 2 separate occasions, with no explanation. I was then offered to do wire transfers instead, which I did. Customer support stated that it could take roughly 2 weeks for the entire process. After waiting for an appropriate amount of time with no deposit into my bank account, I contacted customer support once again and was told they would escalate the situation due to the fact that the processing was taking over 10 days. This occurred twice and both times I was told it would be escalated. The second time they offered escalation I was told that they needed the wire transfer bank information to be resubmitted through the chat in order to escalate my issue, which for safety reasons I refused. I informed them that they already had this information on file since my withdrawal was "supposedly" being reviewed for approval, and that the last customer support agent didn't ask for this information so that tells me it was never escalated in the first place. I have reached out to customer support on numerous occasions over the last 2 months and even requested a supervisor, which they refused. On the last chat with them about a week or so ago, they told me that I could request half the funds that day via Bitcoin. I supplied them with a Bitcoin address after which they informed me it would take another 24-72 hours to be processed and I would be contacted with the status! I have yet to be contacted or receive any funds and it has been 2 months!!! I have followed all casino rules and completed the verification process and am rightfully owed the funds I acquired. I had faith when depositing to this casino that they would honor their commitment to payout in a timely manner. I am requesting a full investigation into the matter immediately since this process has already taken 2 months with nothing but constant excuses and stalling tactics.

Dear mschoice2002,

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. Have you made any successful withdrawals from the casino in the past? Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Tomas

I have never made a successful withdrawal from them and my winnings were not based off a bonus. I've now been completely locked out of my account so I can't give you exact dates or a transcript of my chats with them. When I tried to log in yesterday, my password no longer worked. I requested several password resets but no link was ever sent to my email address. I even sent a message to their support team but have gotten no response.

Thank you very much, mschoice2002, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mschoice2002,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Raging Bull Slots Casino to join the conversation.

Dear Raging Bull Slots Casino

Can you please provide information on why the player has not received their withdrawals? Why is the player's account now blocked?

Greetings all,

I have reviewed the situation and the win in question is based on a free chip with a $100 maximum cashout, the winnings from the subsequent play are not eligible for withdrawal under the terms and conditions of the casino nor the chip itself I'm afraid. An approval and payment for the maximum withdrawable amount of $100 plus the $35 deposit made after the win ($135 total) was sent to the requested Bitcoin account on the 23rd of May.

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

Best wishes,

Nick and Raging Bull

Thank you for your assistance. At least you got an answer and they have deposited the funds ($135 only). This experience has swayed me completely away from online gambling but I'm glad to know there is an organization out there that helps consumers who get swindled.

Thank you for the response and the evidence, Nick / Raging Bull Slots Casino.

Dear mschoice2002,

As mentioned above, your winnings were gained from a free chip bonus where the maximum cashout is limited to $100. I'm glad we could manage to get you paid your winnings, but sadly the $100 + $35(deposit) is the maximum you were eligible for in this case. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this in the future.

Having gathered all the necessary information, I believe that there is nothing further that needs to be done.

I hope this has clarified the situation for you and as you have received your eligible winnings we can consider your issue resolved.

Please confirm whether we can consider this complaint resolved or if there is anything else I can help you with.

Dear mschoice2002,

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.

You can close this complaint at this time. Thank you.

Thank you for the confirmation, mschoice2002.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation mschoice2002, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal K

Casino.Guru