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I submitted a withdrawal request, upon which i was informed I would need to sending in supporting documentation. However, I have not recieved any other information during this time, and when I try to log in my account shows as restricted. Why is my account restricted, and why am I not recieving any response from the support team about documents and the withdrawal amount in question?

Dear robinthecheung,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• 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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I registered on March 27th 2024, about a week and a half ago. I sent in the information requested on the withdrawal page, but have not heard a response back (it's been over the 72 hour response timeline given in the email). I was playing slots- and no bonus was activated, as I do not like playing with bonuses.

Thank you very much, robinthecheung, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 robinthecheung,

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,

Could you kindly furnish us with information regarding the delay in verifying the player's account? When can the player expect progress to be made in the withdrawal process?

Greetings all,

I have reviewed the situation and there was indeed a deposit bonus in play at the time of the win, a 325% bonus with no playthrough requirement. These funds are issued by the casino and are non-cashable (in this case $1504 was given as a bonus), they are removed on approval of the withdrawal request. The amount after bonus removal was paid in full on the 3rd of April via Bitcoin.

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

Best wishes,

Nick and Raging Bull

Thank you for your response, Nick / Raging Bull.

Dear robinthecheung,

As mentioned by Nick from Raging Bull team, we have received evidence that the disputed funds indeed originated from a bonus that is non-cashable. Meaning that the bonus funds are removed when a withdrawal is requested.

Like it's mentioned in Raging Bull slots terms and conditions.

Additional Terms Applicable to ALL Bonuses

13. An approved "Manager Withdrawal" represents a portion of your balance that was removed because it was not eligible for withdrawal. This amount could be Bonus funds (which are non-cashable) or because you have exceeded the Maximum Withdrawal Amount on your last bonus, with excess funds removed.

I recognize that it can be confusing at times, but since you've received all the real money funds you were due, there's not much more to address. I trust that clarifies the situation, but let me know if you need any more assistance.

I understand. I still have not recieved any deposit to my wallet, and my account continues to be closed.

Sorry- I have not recieved my withdrawal into my wallet. Can you confirm the amount that was sent as withdraw?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear robinthecheung,

Despite my multiple urges and escalating the case to the highest management, it appears the casino team has lost interest in resolving this complaint. Although, according to the casino team, some additional issues with regard to your account arose, we were not furnished with sufficient explanation and evidence to support this statement. We were trying to get the casino to return your deposit, and although Nick was trying to help with this, it eventually got stuck at the Raging Bull higher management level and it's uncertain when or even if at all the refund will be processed. Sadly, as mentioned, my multiple urges were not responded to, so that left us with no other option than to close this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might steer things in a positive direction. You will be informed as soon as we receive some updates regarding this complaint. I am sorry we could not be of more help on this occasion.

Since the casino doesn't hold a valid license and doesn't utilize any Alternative Dispute Resolution (ADR) services, there's no gaming authority to approach, leaving us with no further avenues for action. I can only recommend checking the reviews of each casino before you sign up and only playing in established, licensed, and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru