Dear kennethcini,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is really a long time. Do I understand correctly that payment is still pending inside your account without being processed? Have you accumulated your winnings with or without an active bonus? Have you received any winnings from this casino in the past?

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

So yesterday after i don't know how many weeks have past i have received an email stating that my country can't withdraw any winnings from the free spins. I dont know why they allow you to get the free spins in the first place.

Thank you, kennethcini, for your reply. I have checked the general terms and conditions, and this is what I found https://www.ragingbullslots.com/terms.php:

"Country Based Restrictions

Based on your country of residence, restrictions apply to playing at the Casino, the use of bonuses, redemption of free chips and/or deposits via credit card. We retain the right to lift these restrictions on an individual basis. Carefully go through the constraints that may apply. You may view all country restrictions in this PDF document or you can download it in MS Word format to check your status.

You can contact us in order to appeal for any country-based restriction(s). The Casino shall assess your account and make the final call based on your case."

https://chatwindow.info/terms/countries-group-1.pdf:

However, I would like to emphasize that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#restricted-bonuses:

"If these bonus restrictions are not technologically enforced by the casino, players can get a bonus that they shouldn't receive, only to find out about the restrictions when the casino declines their subsequent withdrawal. This means that a player can play with bonus money, only to find out about the restriction if they win and want to withdraw their winnings. Just as before, players are essentially gambling with no chance to win.

If a player can claim a casino bonus, they assume it's theirs to play with. They have no reason to think that they shouldn't have received the bonus in the first place. This is why it is often very startling when they run into withdrawal issues because of this rule and its improper implementation."

"We believe that casinos should be equipped to only give out bonuses to eligible players. If the casino is not equipped, it should let players withdraw their winnings even if they are from a country that is restricted for bonuses. In other words, once a player gets a bonus, a casino shouldn't take it away from them or confiscate any winnings that originated from that bonus (unless some other rules have been broken)."

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 kennethcini,

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

Greetings all,

Indeed, players from Malta are not entitled to welcome chips according to the terms and conditions of the casino. We have a secondary issue in that the chip unlocked and allowed withdrawal after only $209 had been played of a necessary $1425 to meet the necessary playthrough requirement. I will look into the possibility of redepositing the balance to allow you to attempt to complete the $1216 still required kennethcini.

Everyone's patience is appreciated.

Best wishes,

Nick and Raging Bull

Hey all,

I have re-credited the bonus balance of $150 to your account kennethcini, you now have the opportunity to play and win however you will need to check with myself or customer support to review your playthrough balance as the playthrough counter is not activated in this case.

You currently have $1216 left to play to complete the 30x playthrough requirement on the chip, best of luck and I hope you get yourself a win. As a one time exception I have approved this as valid for withdrawal once the requirements are met.

Please note the chip is good for Slots and Keno only and the maximum cashout amount is $100.

Best wishes,

Nick Black and Raging Bull

Dear kennethcini,

can I consider this case as resolved, please?

Dear kennethcini,

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.

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 the further investigation or suggest possible solutions.

The player can reopen this complaint anytime.