Hi, sorry for putting in another complaint but I’m not having any luck talking on live chat and I’ve tried sending the casino a message but it keeps saying that option isn’t available right now try again later but it’s still not working. My withdrawal is still in the first stage saying that it is pending but it has now been 12 days since I asked for the withdrawal. On their website it says that it should only take five days for this stage but on live chat they say it could take up to 7 business days. They also state on their website that your money is your money and that the withdrawals are fast but as you well know they’re not. I know that casino guru states that this casino is notorious for their slow withdrawals but this is my second withdrawal, plus I like the games from Real-time Gaming that’s why I play here. Anyway I hope you can get hold of someone from the casino and find out what’s taking so long.

Thanks Kindly, Fiona S***

Dear Fiona,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it. Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi petronela , just one more thing I wanted you to look at but no doubt you already know this. This is what it states in the terms and conditions about approvals it says that’s it will either be approved or denied in 3 to 5 days and then you have to wait for the payment to be paid by wire transfer according to the processor limitations. As I have said I’m still waiting for the first step to occur.

Thanks,Fiona S***

Thank you very much, Fiona, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Fiona,

I looked at your complaint and will do my best to help you. I would like to invite Raging Bull Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hey all,

I'll see what I can do to help Fiona, hopefully we have a bit of movement shortly.

Best,

Nick and Raging Bull

Hi Villiam,

I know you’ll try your best to help me. The response from Raging Bull isn’t what I expected why can’t they say what the hold up is and to say that hopefully we will have a bit of movement shortly isn’t good enough either. The reason I play pokies is that hopefully I will have a win and be able to buy my children things that I wouldn’t be able to otherwise. I’ve tried saving but unfortunately I can’t. So when you have a win you promise your children things and they don’t understand why they have to wait so long and even though I’m an adult I don’t understand myself. I’m willing to wait a short time but when it says on the website fast withdrawals and vip treatment and just a few minutes and a few clicks to get money in or out of your account, how can they say such things when they are blatant lies. You get your hopes up and deposit money hoping to win a little bit back but they will try anything they can not to have to pay you your winnings. It just makes me mad and sad at the same time. Anyway I hope I haven’t spoiled your day by all my winging.

Thanks Kindly, Fiona S******

Hey Fiona,

Apologies for the lack of specificity however I've been on this planet too long to make promises based on the actions of anyone other than myself. I am quite efficient at motivating others however, the good news is the approval went through shortly after my last comment and the payment itself went out the door to our 3rd party for you on the 22nd of May, not long after that.

As a general rule we are looking at 3-10 business days on delivery once it's paid so just be patient and you should be seeing it in your bank account before too long.

Let us know when it comes in. ??

Best,

Nick and Raging Bull

Dear Fiona,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi Viliam,

I just wanted to let you know that I did manage to get paid. But as soon as I got paid they changed my player status to Advanced Skilled. Which means I no longer get any weekly or monthly cashback for being a loyal customer. Also if I take 1 of the bonuses they have on offer the smallest play through is x85 deposit +bonus which is ridiculous. I don’t know if anything can be done about it, most likely not. I don’t understand why they done this because I’ve lost more money than I’ve ever won. And it’s not like I was depositing large amounts of money just $30 to $50 once or a few times a week. And the bonuses I was using said that they could be used unlimited times.And just one more thing I only ever had the 3 withdrawals the whole time I had been playing at Raging Bull Casino which was probably more than 6 months. Anyway let me know what you think.

Thanks, Fiona S******

Dear Fiona,

we have no influence or opinion on these situations when Casino decides to do something.

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