I deposited with my visa card with bonus successfully completed wagering requirements started indefication process .was told there might be a descrepency and to provide a bank statement with the transaction underlined to prove it was deposited by me and my bank account was successfully resolved .and now my account i cannot access saying that incorrect password and to create a new password but it won't allow me to complete this task so I email daily for advice no response eventually they responded and passed the issue of to another company HooYu who didn't respond at the start I kept daily e-mails just received email from HooYu saying successfully completed and has been redirected back to [email protected] who I can't communicate with them and I don't know why I am unable to access my own account but I receive multiple emails daily with great deal hurry and deposit don't miss out I don't care about how long it takes I just want a simple update and be able to log in to my account I have been very patient and respectful I wodering what are there legal responsibility to me as a account holder .any advice would be greatly appreciated Tate ***@gmail.com

Dear Tate,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you provided the required bank statement? When exactly has your account been blocked? Was it right after submitting your documents?

Would you be so kind and forward any relevant communication between you and the casino to [email protected]?

I will be waiting for your reply patiently and hope to help you as soon as possible.

Best regards,

Kristina

They said there was a descrepency and could I get a bank statement with the transaction I made when I won the money and highlight it wit the banks letterhead and I did and it was exempted as good and thats when I have had not been able to connect with any form of live chat messages or access my account I was told that my password was incorrect so I followed the instructions to create a new one but I never received the security code that they apparently email to you to complete change I have provided every documents asked from me all that hasn't been done is my bank uses western union for international transfer and they need the casino account number to begin with the withdrawal the only contact is all the texts and emails advertising all the new deals and bonus if you can think of anything else that will help or need I really appreciate your help and support Tate

I just want to make it clear iam not making any accusations of wrong doing all I want is the ability to stay informed on how and what exactly how I can make it easier to do their part and kept informed on the progression of the withdrawal and mainly a little bit of peice of mind that everything will eventually work out with a happy outcome. again thanking you.much appreciated Tate

Thank you very much Tate for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Tate,

I looked at your complaint and will do my best to help you. I would like to invite Raging Bull Casino into this conversation. Can you specify where is the problem with the player’s verification process and why did you block the account, please?

Thankyou for your continued support

Greetings Tate,

The first and foremost issue here is your inability to log into the casino, the account was blocked due to too many login attempts with an incorrect password.

Your account has now been reactivated, please follow the "lost password" instructions on the website and get yourself logged in, once you have access to your account you will be able to access live chat once again.

If you have further issues let me know and I will have one of my team reach out to you for assistance.

Best wishes,

Nick and Raging Bull

Dear Tate,

please follow Nick's instructions and let me know about your verification progress.

Thankyou

Dear Tate,

have you managed to reactivate and verify your account?

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

The player can reopen this complaint anytime.

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Additional comments from player:

"I have been patient and respectful it took 2 months dealing with a different companny called HooYu Identify I was successful indifacation process successfully and thy then send me to [email protected] who I have been in contact with a payout official team member Alicia D******* I produced every documents and bank details They sent it back because ever details has to be in a certain format an email exactly what they requested I received a response saying 3to5 days to process now I have received about 10 exact reply I continue to proceed with a reason why even questions I ask they send the same email close to 3weeks I got a response saying that I have to contact live chat to complete my withdrawal I asked him what I needed to do to help My process and I got a response that I needed to collect identification start from the beginning I have everything now iam getting the same information congratulations on your win let start withdrawal process I can provide you with a deliberate stalling if there not stalling they are hoping I gamble my winnings my account number is 862****. I was blocked out of my account for a month I was reinstated to me account after 3days after I contacted you company I don't care about the time frame for payment I will not be treated as if you can possibly explain how there is a reasonable response 4 months of jumping through hoops that I am only asking for a response that is something that makes sense and I keep getting an email saying the same thing I received 5 in one day now live chat are cutting my conversation with them to a page how to start indefication process then they off line before I can make a question I have been very posistant and maybe this is the reason to the outcome of the same accusation invalid transaction an infraction and I have to provide the bank statement with the transaction that I transferred from the money I won I provided that information 4months ago what is the best thing for me to do leave the issue alone or continue with the contact iam getting stress about an enjoyable win I have been polite and respectful kept my cool hope you're input can get the same response to fill me in is there any other information that might be helpful I would really appreciate any feedback you have thanks for taking the time to read I hope I have explained explain what is going on thanks sencirly Tate"

Dear Casino,

can you review this case one more time, please?

Hey all,

I can see you logged in to HooYu on the 18th of December Tate but the process was never completed. I had your documents manually reviewed and they are now approved in your account so that part is complete. I also see you submitted your bank wire details but you submitted them as a screenshot, if we can get the same info in a text format (it will need to be copy/pasted as text to prevent error on our side) and a copy of your bank statement I should be able to move things forward for you.

Best,

Nick and Raging Bull

I and aqcan write out information in a text format copy of my bank statement what iexactly I email information in a text message an email I don't know what paste means I get started on your advice thanks for your quick response Nick

Hey Tate,

They're good with the bank details you submitted, all they need now is a copy of your bank statement and we're good by the looks of things. Just print that out, take a picture of it and send it to us. Let's get this rolling. ??

Best,

Nick and Raging Bull

Sorry it took so long for me to reply really appreciate your time give 24 hours and I will send it to you thanks so much tate

I apologize it is Saturday in Australia I won't have access to my bank to Monday 22/02 21 at the first opportunity I will send them to you thanks

Where do I send the bank statement and to what address I have them noe

Hey Tate,

Thanks for you cooperation on that, your payout details are now approved and updated in your casino account. No withdrawal has yet been requested on your end however, if you would like to withdraw some or all of your current balance please make a request in the cashier window.

Best,

Nick and Raging Bull

Dear Tate,

can I consider your case as resolved? Try to log into your account and let me know if it works.

I followed advice made a withdrawal from my account asked for maximum payment at one time then was asked for bank details again to transfer money transaction was denied I have screenshot of the withdrawal

I apologize I miss read the stament it seems my payment is being processed I just see red writing and assumed the worst my bad I will let you know how the transaction is successful thanks again tate

Hello yes I have submitted the maximum payment at one time 2,500 every time I access my account my phone freeze and I am unable to log out or access any more online chat

Dear Tate,

you did not answer my question.

Iam sorry what was your question

If you are able to log into your account and if your problem was resolved?

I was able to log in and request a withdrawal of 2,500$ but when I logged in to speak to live chat my phone freezes up and it automatically logs me out and I have to reboot my phone every time to unfreeze it

Dear Tate,

unfortunately, I am not able to help you with the frozen device and I consider this case as resolved.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards,

Viliam www.kpvfaw.com