Raging Bull - Short payout

Ruling

Resolved - Some confusion relating to the maximum allowed win for the bonus the player received has been cleared up and Raging Bull casino have paid the due funds.

Read our Raging Bull Casino Review.

Player's Complaint

I have played with them for quite some time and they decently paid out winnings until I won $1,550. The livechat cashier at the time confirmed prior to deposit that was the max cashout amount. They paid only $850. Coming up with a number of excuses before finally telling me that the livechat agent had misquoted my max cashout amount. The agent [EDIT] was quite smooth at getting me to accept that amount, but still did admit casino fault. I don't know if livechat misrepresentation of bonus is a violation to you or not, but here are some of the documentation of Raging Bull trying to confuse me and getting me to accept that explanation until [EDIT] finally called on the phone to explain the livechat rep error. I was unable to recover the original terms of the bonus to verify so I had to accept that the rep was in error and that was in fact printed somewhere.

I report now, two months later, because they have now refused to pay out a $100 win. I was outside of the terms, but asked [EDIT] for a favour. I was told that [EDIT] no longer works there. I then asked if they had been sold by Merus to Virtual Group or Curgam. Operator refused to answer the question and said "We are an RTG casino." I said "Ha ha, I know, I just played the games, that's not what I asked." I was then disconnected.

If you are able to recover the $700 I'd love that, but my primary reason for reporting is simply that, to report. It appears that Raging Bull Casino has slid downhill from non-entirely trustworthy to completely untrustworthy.

The following is a record of your online chat.

General Info

Chat start time Aug 7, 2016 9:00:49 AM EST

Chat end time Aug 7, 2016 9:23:13 AM EST

Duration (actual chatting time) 00:22:24

Operator [RAGING BULL REP]

Chat Transcript

info: Please wait for a site operator to respond.

info: You are now chatting with '[RAGING BULL REP]'

[RAGING BULL REP]: Welcome to the casino's online Live Chat service. How may I assist you?

[PLAYER]: Hey [RAGING BULL REP]!

[PLAYER]: You and I spoke the other day about a withdrawal that I thought I wasn't fully paid out for.

[PLAYER]: Nobody has followed up with me regarding that and I did send a follow up email to [email protected]

[PLAYER]: Can you look into that for me please sir?

[RAGING BULL REP]: helloi did reply to your email

[RAGING BULL REP]: maybe it didnt go through

[PLAYER]: You did? Hm. Let me search for that.

[PLAYER]: What is your address that you send it from?

[RAGING BULL REP]: cant remember i just replied to the email you sent

[PLAYER]: Do you still have the correspondance in your sent box, and could you resend it?

[RAGING BULL REP]: the finance did confirm that the sticky bonus was 700$ so there was no mistakes

[PLAYER]: I didn't receive a $700 bonus.

[PLAYER]: Check the email box right now, I'll resend the one I had sent previously

[RAGING BULL REP]: no that was the sticky bonus removed

[PLAYER]: one second, i'll let you know when I resend.

[RAGING BULL REP]: it fine the email was just saying what i am telling you now

[RAGING BULL REP]: we can communicate here actually

[PLAYER]: So sticky bonus is the amount of bonus cash that I receive in addition to my deposit to be used for wagering correct?

[RAGING BULL REP]: since am not the one dealing with the mail box today

[PLAYER]: I wasn't give a $700 bonus amount when I started playing.

[RAGING BULL REP]: yes

[PLAYER]: so how would that then be called a sticky bonus?

[PLAYER]: Look back to the transactions on 7/16.

[RAGING BULL REP]: it was the addition of the bonus given manually and the bonus given

[RAGING BULL REP]: the finance had a look at it and confirm it

[PLAYER]: at 10:13PM I requsted to withdraw and had a bankroll of $1,602.39

[PLAYER]: Since my max cashout amount was $1,550 the entry Coupon Reveral Withdrawal was entered and the amount in excess to $1,550 ($52.39) was removed.

[PLAYER]: That transaction was declined because I listed a bank address in NY state.

[PLAYER]: The $1,550 was returned to me as bankroll.

[PLAYER]: Then on 7/20 at 12:01PM I requested that the amount be withdrawn again.

[PLAYER]: No all of a sudden a promo credit withdrawal request was removed.

[PLAYER]: It doesn't make sense.

[PLAYER]: Recently I won a free chip with a maxcashout of $100

[PLAYER]: I had $138.56 for bankroll when I requested the withdrawal and the $38.56 was removed under the same code from 7/16 "Coupon Reveral Withdrawal." leaving me with the $100 max cashout.

[PLAYER]: Does this make sense [RAGING BULL REP]?

info: Your chat transcript will be sent to [EDIT] at the end of your chat.

[RAGING BULL REP]: Thank you for waiting. I'll be with you in just a moment.

[PLAYER]: sure

[RAGING BULL REP]: you were under spin300 the first deposit 50 the bonus sticky was 150 there than a manual transactions of 300 for 100% which is another300 the sticky became300+150 =450 than another manual deposit of 100% macth of 150 which is added again that make it 600

[RAGING BULL REP]: am alone no finance am trying to figure it out myself that why am takking time calculating

[RAGING BULL REP]: and grabing other chats as well

[PLAYER]: No need to apologize for delays, I know you're busy.

[PLAYER]: So what you are seeing there is the result of a botched bitcoin deposit and the staff who was on duty at the time trying to add a bonus for me after the deposit went through.

[PLAYER]: It took 36 hours for my bitcoin deposit to be applied to my account. I have documentation of this if you want to see it.

[PLAYER]: Once my deposit went through, the bonus I had requested was no longer attached to my account.

[PLAYER]: The staff on duty at the time made a series of adjustments, adding codes, removing codes, adding them again, etc.

[PLAYER]: When I started playing, it was with $200 ($150 in bonus amount)

[PLAYER]: 300% of $50 deposit.

[RAGING BULL REP]: that s plyus minus it the finance guys explained it to me, cant find the email i type straght after, but i had the confirmation that the total sticky bonus was 700 in total that shoud have been removed from your win

Admin

Aug 7

to me

The following is a record of your online chat.

General Info

Chat start time Aug 7, 2016 9:23:14 AM EST

Chat end time Aug 7, 2016 9:34:19 AM EST

Duration (actual chatting time) 00:11:04

Operator [RAGING BULL REP]

Chat Transcript

info: Please wait for a site operator to respond.

info: All operators are currently assisting others. Thanks for your patience. An operator will be with you shortly.

info: You are now chatting with '[RAGING BULL REP]'

[PLAYER]: Sorry. Disconnected.

[RAGING BULL REP]: that plus minus what the finance explained and it was making sence to me

[RAGING BULL REP]: i just lost the mail

[PLAYER]: Finance is wrong about the amount I started with though.

[PLAYER]: If you look at my ledger on 7/16, the $50 deposit I requested finally went through.

[PLAYER]: Staff was making adjustments trying to add the bonus I had requested that had been removed while I waited for bitcoin transfer.

[RAGING BULL REP]: there is nothing much i can do here youb asked me to do the follow u[p i send the query, the guy came all the way form the finance departmnet and explained that to me. we did those calculation together, while he was explaining everything was correct

[RAGING BULL REP]: they have the last decision

[RAGING BULL REP]: there is nothing that i can change , say or do about it

[PLAYER]: But it isn't correct and I don't think it was explained very well.

[PLAYER]: I know you are busy and this is frusterating.

[PLAYER]: But I am being cheated out of $700 and I'm a very good player.

[RAGING BULL REP]: you just claimed a bonus that was sticky and that is how its works

[PLAYER]: No, the amount of the bonus is not being calculated correctly.

[PLAYER]: THe only bonus that was actually in my bankroll when I started play was the $150 coupon redeemed at 5:03pm on 7/16

[RAGING BULL REP]: please [EDIT] there is really nothing that i can do now, if you can give a call tomorrow when the managers are on shift they might explain it much more clearly than i can do right now [EDIT]

[RAGING BULL REP]: please if you can do that

[PLAYER]: The 50 was applied, came back out, then the $50 was applied again under the code Manager deposit approved because you guys lost my bitcoin transfer and I was able to send you proof of that.

[PLAYER]: Oh yeah.

[PLAYER]: No problem man.

[PLAYER]: Im happy to explain it to them myself tomorrow.

[PLAYER]: Good luck with your shift today.

info: Your chat transcript will be sent to [EDIT] at the end of your chat.

[RAGING BULL REP]: thank you

Raging Bull Casino

Jul 21

to me

PAYOUT PROCESSED

Dear [EDIT],

Your Payout of $ 850.00 USD for Account ID [EDIT] has been processed. Method: BankWire We thank you for your continued business and are always available if you should have any questions.

Website: http://www.ragingbullcasino.com

Email: [email protected]

Phone: 1-800-920-0726

Thank you for your patronage.

-The Staff at Raging Bull Casino-

29752801

[EDIT]

Aug 2

to support, manager, Raging

Hello,

I am following up on a live chat inquiry that was sent to you by [EDIT] yesterday. He told me to follow up with an email. Please review this withdrawal for accuracy and explain the amount given. Here is some background.

Please review my account carefully regarding my most recent payout, I do believe it should have been for $1550. I understand the confusion as there was an issue with bitcoin deposits that delayed by deposit for about 36 hours after I had initially requested. You will see here that the withdrawal amount was first reduced to $1550. The entire withdrawal was then denied because I used a bank address in NY state. When I requested it again, the additional $700 was then removed. Bringing my withdraw down to the $850 I was sent. If I am not eligible to receive the $1550, should my deposit be at least $1000 since they should have removed the sticky bonus from that other excess amount? Please advise.

Please take a look and contact me if you have any questions. My number [EDIT] is out of service as I get the phone repaired but can be reached at [EDIT] or best at this email.

Inline image 1

Inline image 1

Thanks for your time.

Read the casino review

10 Responses

ThePOGG

October 24, 2016

Hi dnieder - welcome to ThePOGG.com!

Before we can do anything to help you I need you to provide us with the username and email address you use at Raging Bull casino. Once I've got those I'll contact the operator.

Thanks,

ThePOGG

ThePOGG

October 28, 2016

Hi dnieder,

I've spoken to RagingBull about this issue and here's the explanation they've provided.

Regarding the first bonus, the additional cancelled winnings are nothing to do with a sticky bonus. The bonus you claimed came with a 20xdeposit maximum win. As you deposited $50 the maximum you could win with the bonus was $1000. Once the $150 sticky bonus was removed that left $850. I am asking to see the specific terms and the wording will determine whether or not the sticky bonus should have been removed before or after the maximum win was considered, but at best you'd be due $150 extra.

Regarding the $100 you state has been unpaid, this is due to you claiming a more than 4 No Deposit Bonuses in a row which violates the following term:

"Players are entitled to no more than four free chips in between deposits; any winnings resulting from multiple free chips will be void. For example, should a Player redeem four free chips in succession (without depositing and wagering), the casino reserves the right to void the withdraw and return the funds to the casino."

I'll let you know when I hear back regarding the original bonus.

ThePOGG

dnieder

October 30, 2016

Yeah, I have no issue with the $100 except for the fact that they admitted fault when they cashed me out $850 instead of $1550 and so I was hoping for an exception from my VIP host regarding the 4 consecutive no deposit bonus rule. Raging Bull did nothing wrong regarding that transaction.

Regarding the first bonus - Sticky bonus terms have nothing to do with this transaction. When I was called on the phone by former VIP host Kayden, he explained to me that the livechat host had misquoted the bonus terms, and that was the reason for the adjustment. Raging Bull keeps record of all chat conversations so they should have record of that chat from around 7/15/2016. I was told that the Max Cashout would be 10x the bonus amount + deposit amount. So I deposited $50 using code SPIN300 and received a 300% bonus. SO $150x10 + $50 = $1550 should have been the amount. You can see here my explanation to the Raging Bull staff:

----------------------------------

Please review my account carefully regarding my most recent payout, I do believe it should have been for $1550. I understand the confusion as there was an issue with bitcoin deposits that delayed by deposit for about 36 hours after I had initially requested. You will see here that the withdrawal amount was first reduced to $1550 by deducting the $52.39. The entire withdrawal was then denied because I used a bank address in NY state. When I requested it again, the additional $700 was then removed.

dnieder

October 30, 2016

07/21/2016 11:07 AM DF-BankWire Withdrawal Approved! -$850.00

07/20/2016 12:02 PM Promo Credit Withdrawal Approved! -$700.00

07/20/2016 12:02 PM Promo Credit Withdrawal Requested -$700.00

07/20/2016 12:01 PM DF-BankWire Withdrawal Requested -$850.00

07/20/2016 12:01 PM DF-BankWire Withdrawal Declined $1,550.00

07/16/2016 10:45 PM Redeem Comp Points Deposit Approved! $15.99

07/16/2016 10:45 PM Redeem Comp Points Deposit Requested $15.99

07/16/2016 10:31 PM DF-BankWire Withdrawal Requested -$1,550.00

07/16/2016 10:13 PM Coupon Reversal Withdrawal Approved! -$52.39

07/16/2016 10:13 PM Coupon Reversal Withdrawal Requested -$52.39

07/16/2016 05:03 PM Coupon redeemed $150.00

07/16/2016 05:03 PM Coupon requested

07/16/2016 05:03 PM Coupon declined

07/16/2016 05:03 PM Manager Deposit Approved! $0.00

07/16/2016 05:03 PM Manager Deposit Requested $0.00

07/16/2016 05:03 PM Manager Withdrawal Approved! -$300.00

07/16/2016 05:03 PM Manager Withdrawal Requested -$300.00

07/16/2016 05:02 PM Coupon redeemed $300.00

07/16/2016 05:02 PM Coupon declined

07/16/2016 05:02 PM Coupon requested

07/16/2016 05:00 PM Manager Deposit Approved! $50.00

07/16/2016 05:00 PM Manager Deposit Requested $50.00

07/16/2016 04:59 PM Manager Withdrawal Approved! -$50.00

07/16/2016 04:59 PM Manager Withdrawal Requested -$50.00

07/16/2016 04:58 PM Coupon 'SPIN300' requested

07/16/2016 04:34 PM Manager Deposit Approved! $50.00

07/16/2016 04:34 PM Manager Deposit Requested $50.00

07/16/2016 04:33 PM Coupon declined

07/16/2016 03:16 AM Coupon 'spin300' requested

ThePOGG

November 4, 2016

Hi dnieder,

I've reviewed the chat history with Raging Bull and they have agreed that you were quoted the wrong maximum withdrawal. As such they'll be sending you the additional funds sometime next week (may take a few weeks to arrive).

Please let me know when you receive them.

Thanks,

ThePOGG

ThePOGG

November 15, 2016

Hi dnieder,

RagingBull have already forwarded on an explanation of the payment I simply haven't had time to pass it on.

Your balance was $1550, the max win as defined by the chat rep was $1500, you've had a $850 paid. The bonus you received was $150 and this was a sticky bonus (non-withdrawable). So $1500-$150-$850 = $500.

I hope that makes sense and would appreciate it if you'd let me know when you receive your funds.

ThePOGG

ThePOGG

November 23, 2016

Hi dnieder,

Having reviewed the Live Chat conversationn the operator was clear that the maximum cash out from this bonus was $1500. I appreciate that Raging Bull may have initially approved a withdrawal of $1550, but that's a clear error and they are within their rights to rectify this mistake.

If you could let me know when you receive your $500 I'd appreciate it.

Thanks,

ThePOGG

dnieder

November 23, 2016

I certainly will. I have not had the opportunity to review the chat so that I can recall the details and interpret it myself, so I will take your word for it. Last week I was told that the $500 pending payment had been approved, but it remains in that que currently and has not yet been wire transferred. If you are able to prompt their finance department I would appreciate it, and Raging Bull likely would also so that they may report a faster payout speed. I have always enjoyed this casino, and appreciate you getting involved as a mediator so that there will be no hard feelings and I may continue play there.

dnieder

November 23, 2016

Payment is received! You may close this complaint and report a satisfied player. Thanks Pogg and Raging Bull.

dnieder

December 5, 2016

Thanks again Pogg. I'm back at RB enjoying my Green Bull VIP and enjoying the casino. Your help is very much appreciated.