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They continue to deny my withdrew for different reasons now they completely took my withdrew

Dear mander65,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings?
• Were your winnings accumulated with or without an active bonus?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

I have screen shot my emails with customer support,

I have provided everything they have asked with drivers licenses selfie credit card pics, bank statement

And a email confirmation from my deposit

Now they are staying there is a discrepancy with my deposit. Told to contact financial team but not given info on how to contact them.

It seems like they have blocked me from getting onto Web site. I can email u everything I have

Our Support Staff member has closed this chat

Welcome to Live Support! How can we help you today?

Withdrawal

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Welcome to Live Support. Before finding the best agent to assist you, please help us expedite things by typing your request or question here:

I only have a driver license and why is my withdrew only $225 I had $300 ??

Thank you for coming into contact with us.

One of our representatives will be with you shortly.

Thanks for holding, in the meanwhile, you can play this mini-game:

Thank you for your feedback.

Thank you for your feedback!

Thank you for your feedback.

Welcome and thank you for contacting Casino Support Center. You are chatting with Ron H*** from our Live Chat support.

Hello, Mary

Hello I am trying to withdraw my winnings $300

I am sorry but your winning is removed by our withdrawals team.

My apologies, but it appears that our Finance Department found a discrepancy with your recent deposit(s)done with your debit/credit card. To help us resolve this issue, could you please send a bank statement, credit card statement or screenshot of your app/internet banking, identifying your confirmed deposits to payments@casinosupportcenters.com? Please highlight the deposit transaction(s) under review in your document and include your username and name of the casino.

Please note that a screenshot of your casino account or deposit confirmation email is not sufficient; it has to be a document from the debit/credit card used, issued by your financial institution. Thank you

I sent a bank statement

I have contacted casino GURU because I continue to provide everything you ask but continue to get the run around

You need to wait for there response.

I would love to give you more information but it's simply not available from Customer Support end. The one reviewing and approving transactions is our Finance Team.

My withdrew went from $300 to $225 when sign on bonus was 50 free spins on one game you choose,

So how do I contact finance team

Then what is the point of live help when there is no live help?? I will contact BBB or casino GURU lawyers I have read bad reviews after depositing my money only to be played. I'm the wrong one

Umm no more response to help hello do I need to restart live support again to wait an hour

There is no withdrawals amount in your account all amount is removed from your balance. You need to contact on the email for more information.

Do you have any other requests for me at this moment?

Good thing I took screen shots and documented everything I've sent and printed out everything

My apologies, but it appears that our Finance Department found a discrepancy with your recent deposit(s)done with your debit/credit card. To help us resolve this issue, could you please send a bank statement, credit card statement or screenshot of your app/internet banking, identifying your confirmed deposits to payments@casinosupportcenters.com? Please highlight the deposit transaction(s) under review in your document and include your username and name of the casino.

Please note that a screenshot of your casino account or deposit confirmation email is not sufficient; it has to be a document from the debit/credit card used, issued by your financial institution. Thank you

Is there anything else I may help you with?

I have an email confirmation from you on my deposit

Was accepted so I don't understand

New

I will ask you to send all your queries' on the email this information is only from the finance team.

I believed that I have already answered your main concern.

Please note that we need to minimize our Chat conversation to give way other players who need our assistance as well.

In the meantime, this conversation will be closed. Thank you so much for your understanding.

Thank you so much for playing at Casino Support Center. We really appreciate your loyalty. Have fun, good luck and don't hesitate to come back anytime, we're here for you 24/7.

Ron H*** is typing now... 

I can see two deposits placed on the 12th of December. Is that correct?

Could you please verify both deposits?

No only one deposit of $34.

Here is my driver license and bank statement I emailed them

I'm sorry but we haven't received any email from you. Could you please try again and forward your bank statement? My email address is petronela.k@casino.guru. Thank you.

I have sent bank statement, selfie, I'd front and back, bank card front and back to your email. Thank you .

Hi mander65,

• I received your email including a selfie and personal documents, but not the bank statement. Could you please try again?

Thank you in advance.

I have sent it to the email address u sent. I will email it again to petronela.k@casino.guru thanks Mary

Hi mander65,

• The disputed deposit was placed on the 12th of December and you sent me a bank statement from November 2023. Please try again and send me a bank statement from December 2023.

Thank you.

i sent december statement to petronela email

Thank you very much, mander65, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, mander65,

I am sorry to hear about your problem. However, before I contact the casino itself, I would like to clarify some things, and I would highly appreciate it if you could also answer several questions.

This type of casino usually offers "sticky" bonuses (non-withdrawable, intended for wagering purposes). I see there was a "SMART250" coupon used with your deposit. If it was a "sticky" bonus, and it likely was, it is common and it means that the bonus amount was deducted from your winnings upon requesting a withdrawal of your $300 winnings.

According to the information and emails you provided earlier to my colleague Petronela, I can see many discrepancies there:

• Some of the photos are not clear and fully readable
• It is not clear which back of a card belongs to which front of a card
• Some of the cards in the photos do not show your personal information at all, thus the payment method cannot be verified
• Commonly, players are asked to provide a selfie holding their identification document; I am not sure if the casino accepts it as you sent it, but this was likely not done correctly
• You used your driver's license for verification - it does not make sense since in the USA, only a driver's license without any other identity document is usually not enough for such purposes, and US residents should also own at least one of the official IDs (classic identity card/passport/green card - permanent residence card, or another state-issued identification card); I strongly recommend using one of the stated IDs
• Amount of the deposit made to the casino and where it came from - in the screenshot of your casino account transaction history, there is only one real money deposit, and it is the one of $30 - "Visa Deposit"; the amount of $34 is likely another no-deposit bonus or bonus winnings, not a real money deposit; but you mentioned a deposit of $34, then even $37.50 that should be visible in your bank statement from December 2023, while in the confirmation email from the casino, there is amount of $32.98, so different compared to the amount of the deposit in your transaction history from your disputed casino account; then, the transaction you referred to, in your bank statement from December 2023, there is amount of $37.20, and it seems it was made on December 14, 2023, not on December 12, 2023
• You claimed that you were not informed how to contact the casino's Finance Department, but you were clearly informed what particular documents should be sent to them, and they provided you with the email address - payments@casinosupportcenters.com
• Last but not least - in your bank statement, there are many payments from a person having the same surname as you (also shortly before the deposit in question), which may indicate multiple account use/bonus abuse/suspicion regarding the deposited funds' origin/use of someone else's identity to register and play at the casino

The questions that arose:

What was the exact amount of the last deposit made to the casino and what payment method did you use for it?

Can you please explain the differences between the amount of the deposit you mentioned and the different amounts shown in each picture/document/photo you shared with us? It looks like your deposit was not verified.

Is it possible that the person from your bank statement with the same surname or anyone around you also has a casino account in this casino? If so, did they use, at any moment, the same internet connection/IP/device/any personal details/bonuses at this casino?

Also, I strongly recommend you contact the email address payments@casinosupportcenters.com and ask them for more details and instructions regarding your KYC/verification (stating details of the casino and your casino account) and provide them with everything requested in appropriate quality. Then, please, let me know about any progress or updates.

Looking forward to hearing from you.

Dear mander65,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Thank you for your email, mander65.

This is the email received from you:

"Hello Brian 

1. its was suppose to be a depoist for 34.00 but they took 37.50 

2 I sent them everything they asked for in verifing my account 

3.my account was approved then denied

4. no my bonus was 50 free spins on one game they choose

5 I won $300 , they took $75.00 for the $50 free spins . I did not win any money on 50 free spins 

6. I made my depoist after i played my bonus of 50 free spin

7. Im not sure what u are looking at as for my Ga DL was what they accepted 

8. Im confussed I was under the impression you help players that were not treated fare and payed on there winning.

9. what are u needing from me as in puc of my DL??

10. the person u are asking about is my husband no he is not on my acccount he sends me money to my cash app is what i used to make my depoust.

11. no he saw i got ripped off from my winnings so he didnt open or play with raging bull

12. from reading reviews raging bull is on the Do not play list because of not paying out winnings.

13. I also noticed most of the claims Guru claim to resolve in fact is because players get this kind of response and feel you cant do anything by trying to resolve issue, and stop responding from frustration ."

Please take my previous post as irrelevant. It was only an automatically generated response by our system, in my name, because you replied via email and did not reply in the thread. Therefore, the system took it as you did not respond within the first timer (the first 7 days). To simplify the process, I recommend you further reply here, directly to the thread. The information would be shared with the casino representative anyway.

Since most of your claims still do not make any sense, it will be best to invite Raging Bull Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

As for your claims about Raging Bull Casino - it looks like you checked a review of a different casino, which is already closed. This is Raging Bull Slots Casino, not Raging Bull Casino.

So, let's ask the casino for details and an explanation.

Dear Raging Bull Slots Casino Team,

Could you please provide us with a detailed explanation of the player's situation? What all happened there, why have the disputed winnings been confiscated, and how much has been confiscated? Is she entitled to any of the disputed winnings at all? If yes, what should she do to successfully withdraw the winnings, and how much would it be?

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?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Greetings all,

I had a chance to review the situation and it appears the issue lies in the fact that our 3rd party payment providers were unable to collect the winning (and only) deposit in the casino mander65. If you have a bank statement stating otherwise please share it with casino.guru so they can forward it to me for review. The deposit date would be the 12th of December 2023 for $30.

Best wishes,

Nick and Raging Bull

It shows withdrew on the 14 of Dec. but I do have screen shot of conformation of $30 deposit, and another deposit of $34, under that deposit it states 3.50 fee what was taken from my bank account was 37.50. if that's what there saying now because they stated something different on account status. why are they crediting me $25 and $10 if no deposit was made. I only made one deposit.

Thank you, Nick, for the clarification. Could you please look at my last messages outside the thread, check the provided details, and answer my questions?

Dear mander65,

Those $34 are not a deposit. It was a no-deposit bonus. Only one deposit was made - on December 12, 2023, of $30. However, the casino was unable to collect this deposit, as Nick mentioned.

As for the bank statement you sent - unfortunately, I have not received anything in my email. If you mean the one you sent to my colleague Petronela before - yes, I checked it, but no transaction corresponds to the deposit in question.

In the transaction history from your casino account, we can see that the deposit was likely made using a Visa. Are you sure you checked and sent us the correct bank statement and the correct payment method?

Is it possible that you used a different payment method/bank account for that deposit?

Just informing you, mander65, that it was confirmed that your bank statement from December 2023 does not show the deposit made to the casino.

So, could you please provide me with the bank statement from the payment method used for the deposit in question - for December 2023, and answer my previous questions above?

I am afraid there is nothing more we can do here without verifying a successful deposit and the payment method used, and unfortunately, I will be forced to think about complaint closure.

Dear mander65,

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.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the required details/documents will be needed.

Thank you very much, Nick and Raging Bull, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru