Made a withdrawal on Jan. 11th. This one was denied due to 'missing documents' which I sent 4 times already. I had to make a new withdrawal again which I did on Febr.01. Again they asked for same docs which I sent but till today no payment. Had many conversations in the chat and they made me promises all over again but no results.

So my withdrawal is pending for 6 weeks now.

Dear ruthzange,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but six weeks is an unusually long time.

However, 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

Hi Petronela,

1. Yes indeed, my withdrawal of 400$ is still pending in my account. They offer me bonuses but I can't use them due to the pending withdrawal.
2. They never told me why they don't pay out. I never get a serious answer why they don't go on with it. Was on chat several times and again and again sent personal info which they asked for. Sent my docs over again, no results. I have sent those chats to you too.

3. I guess this is related to my account only, I'm not sure.

4. I made a deposit; they sent me the confirmation:

Hi Ruth,

Your deposit was successful.$54.95 was credited to your account on 2024-01-11 17:17:56.

Your transaction will appear on your cardholder statement as: ARC* Blax.

Transaction details

Amount Credited to account$54.95

My question: Is this correspondence private and not in public?

I really hope you can get some answers or solve this case. Thank you.

Regards, Ruth

Hi ruthzange,

The entire complaint thread is public unless any reply contains sensitive information.

• I understand that you made a deposit but was it before or after you accumulated your winnings, please?

Thank you.

It was before, Petronella.

I won by depositing and playing own money.

Hi ruthzange,

• One last thing before we contact the casino directly, could you please forward screenshots of your cashier and bonus histories?

Thank you.

Hi, here's what I can find:

Hope it's OK.

Regards,

Here's also my transaction history

Thank you very much, ruthzange, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 ruthzange,

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

Can you please provide information regarding the player's verification delay? Why were the player's documents not accepted? What other documents can the player provide to finalize the verification process and move on with the withdrawal process?

Greetings all,

Based on the notes in the account we are currently missing both a proof of address (recent utility bill) and a valid method of payout for the account. There also seems to be some question as to whether the player used a proxy/vpn contrary to the rules of the casino. I would highly recommend visiting our service department to get assistance in the matter ruthzange.

Best wishes,

Nick and Raging Bull

Hello,

I really don't understand why my documents don't reach you. I sent proof of address and a bank statement on March 3rd. to [email protected].

And no....I don't use a VPN.

I recommend that you solve my case and don't recommend me to do so. I did everything from my side. I guess it's your turn to check the status and finish it after more than 2 months!

Well, I hereby send the documents again so you cannot tell me next time you didn't receive it.

For the sake of completeness, the BIC number of my bank is ABNANL2A

. .

Dear ruthzange,

I appreciate your prompt response and the documents you've submitted. I have a question: Did you redact any sections from your Eneco and ABN AMRO statements yourself, or were they received in that form directly from the companies? It's crucial to emphasize that all documents requested by the casino must remain in their original, unaltered state. Transparency is essential, and all transactions should be clearly visible within the statements. This adherence to industry standards is necessary for the completion of KYC procedures.

OK, I will send document in original state in private mail.

Is the email address right: [email protected] ??

Dear ruthzange,

Yes, I believe [email protected] is the right email address.

Hello Michal,

I have sent the docs 3 days ago but I used a capital letter in the email address [email protected]

Perhaps that is why it goes wrong all the time. (???)

I just sent them again to: [email protected], so you know.

Kind regards,

Ruth

Dear ruthzange,

I just received a quick update from the casino team that your documents have been successfully received and are now updated in your account, which is a good sign.

This should be done as well for Raging Bull Slots Casino, Ruby Slots Casino, and Palace of Chance Casino. I'm hopeful we will see the processing of your withdrawal soon. Just please bear in mind that usually all such transactions are processed during the normal working days, Monday through Friday.

Hello Michal,

Well....finally some positive news. Hopefully the casino's will solve my case soon.

Thank you for your corporation.

Ruth

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.

Greetings all,

The documents have been updated in the account but I am still not seeing a valid method of withdrawal on file, until we have a means of payout we are not able to proceed I'm afraid.

Best wishes,

Nick and Raging Bull

Tell me what do I have to send you? You're talking about a method of withdrawal. I sent you my bank statement. I understand that you need something else.??? 'a valid method of withdrawal on file' How does that look like?

Dear ruthzange,

Regarding the "valid method of withdrawal," this usually refers to where you prefer to receive the funds. Typically, withdrawals are directed to the same payment method (bank account) used for the deposit. However, this isn't always feasible due to various factors. In such cases, withdrawals may need to be directed to a different bank account or an entirely different method, such as e-wallets or crypto wallets.

Have you not received an email from the casino team specifying what information you need to provide for this purpose?

No, not specified unfortunately. That's why it was not clear to me what was needed. I sent them my last bank statement so I assume that must be enough to send my money to.

Dear ruthzange,

Just to confirm, you did provide your bank details where you want the fund to be sent, right?

Yes Michal I did.

Dear Nick / Raging Bull Slots team,

Could you kindly inform us when the withdrawal will be processed or if any additional information is still required?

Greetings all,

I am unable to locate any additional information you've provided ruthzange, please contact customer service via livechat and they will walk you through the necessaries for bank wire transfer. Once you have a valid method of payout on file we can proceed.

Best wishes,

Nick and Raging Bull

To Nick/Raging Bull

I'm very disappointed that you never gave me the right email address to send the document to.

I sent it to: [email protected]

As you advised I went on the live chat and the agent gave me the so to say 'right' email address to sent the wire details to: [email protected]

After receiving back the document, I found out that he gave me the wrong address ?? but I again sent it to [email protected] so let's see what that brings....

Greetings all,

Both addresses above are valid for our purposes here ruthzange however I was able to locate the most recent submission and have it reviewed. The good news is the necessary payout information is now on file and payment is pending.

Best wishes,

Nick and Raging Bull

Thank you Nick and Raging Bull.

Dear Nick / Raging Bull Slots team,

Thank you for your response.

Dear ruthzange,

Please let me know once you receive your winnings so that we can close your complaint as resolved.

Hi Michal,

I received a part of my winnings indeed, but still missing an amount. It's not clear to me from what withdrawals the amount is. I had credits on Raging Bull, Ruby Slots and Palace of Chance and because of the joint processing of these casino's I'm still waiting for an amount. I suppose it's the withdrawal from Ruby Slots since I had to make a new request as they charged the money back into my players account.

I received an amount of $628 while the total of my withdrawal was $1009. So, there's a part missing...

Dear ruthzange,

Thank you for the update.

As you mentioned, Raging Bull, Ruby Slots, and Palace of Chance are all casinos under the same company. Therefore, it's likely that payments from these casinos will display the same "sender" on your statement. As the payments are starting to arrive, I kindly ask for your continued patience. I'm confident that you'll receive all your winnings soon.

OK...I received most of my withdrawals however it was not the total amount, but I suggest to close these cases from all three casino's as I am tired of going after the leaking money. So, as for me you can close this case.

Thank you for your intercession.

Kind regards,

Ruth

Dear ruthzange,

I'm pleased to hear that you've received most of your winnings. I'm confident that you'll receive the remainder of your winnings shortly. Thank you for confirming the resolution of your complaint.

As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru