Raging Bull Casino - Been Misled About Withdrawal Fees

RESOLVED
kcc17 United States
posted on October 18, 2015.

So I am a regular player at Raging Bull, and overall had not much to complain about but yesterday I found something very fishy.

I have made 11 successful withdrawals/payouts at Raging Bull since joining over six months ago and the process is always super fast without any issues. Each time a player requests a withdrawal/pout at RBC there is a $45 fee removed from the top of amount requested immediately. I have asked about it in the past, and was told that it is my bank charging that fee for the wire transfer. Bank Wire is the only payout option offered to players at RBC so I just accepted it.

Looking over my bank statements yesterday, I noticed a $15 fee charged by my bank for "wire transfer." I immediately called and then physically went to my bank, to ask what this fee was. My bank is one of the biggest in the worldwide and was informed that the $15 is the bank's standard charge for any wires around the world. And i was charged $15 for all 11 wires from RBC...for a total of $165. That is in addition to the $45 fee charged 11 times....$495. Add that up and it is $660 in total for 11 withdrawals. 7 of those payouts were well under $250-$300. 3 were $500-$1000.

Regardless, I asked the bank about the $45 fee and the banker said I just told you it is $15 for any wire for all customers....that is it. So I asked RBC and they kept saying it was my bank's charge and then said it will be sent to the finance department because I asked for my total in winnings since joining RBC and the amount they said was paid to me was $495 less then what was transferred. I have chat with a rep who listed each of my 11 payout individual totals that RBC said was paid to me....but all were +$45 more then what was paid.

I don't know about this as I Have NEVER seen a $45 payout fee that is not listed in the T&C but is in the withdrawal section of cashier. Plus considering that is the only option given to players is absurd. So...the totals that RBC is submitting in there system is not accurate to what was paid out to me. That will generate different winning percentages numbers.

I understand paying the bank charges $15 standard but why is RBC tellimg me the $45 is my bank when it is not? Where is that $45 of my winnings going if not to my bank and not to me???

I woudl love ASK GAMBLERS to help get me an explanation and hopefully get the fees back that came out of my legitimate winnings.

Thank you.

I have attached the chat with Mark from RBC so you can see the facts.

posted on October 19, 2015.

Hi kcc17,

Thanks for voicing your concerns.

You are 100% correct, you are a loyal player at Raging Bull Casino and dearly valuable to us.
I can give you a bit of info on this matter, but I will suggest that my withdrawals guru respond to you with all the info.

Your bank charges you $15 for receiving an international wire transfer. However, our processors charge us a fee for sending international transfers. This fee is in excess of the $45, however we deduct only $45 from the players withdrawal to cover part of the fee.

What I suggest is that my guy "Dean" gets into contact with regarding the fees and perhaps he can negotiate a better fee for you.

I look forward to hearing back from you.

Best Regards
Jason

kcc17 United States
posted on October 19, 2015.

Thanks Jason for getting back to me so promptly. I still having issues with the payout method.

1) Raging Bull limits players to one withdrawal option, via Bank Wire. And I have been told by RBC reps for months that adding another payout option was a very high priority, but nothing has come of it.

2) Why should a player be responsible for Raging Bull's outgoing wire fee at all? It is not my problem that RBC only offers one withdrawal method, but to take $45 at of a player's winnings to cover your problem is ridiculous. I have yet to see another online casino that charges a $45 payout fee except RBC's sister site Grand Fortune.

3) The wire from RBC comes from Barclay's Bank so I contacted Barclay's to inquire about outgoing, foreign wire fees. I was informed by a rep named Phillip that Barclay's can charge a wire fee to beneficiary if requested by sender. Also, Phillip said that the fee incurred would be way less then $45 USD. But he made it clear that if a sender consistently wires money internationally, the fee gets waived out of loyalty.

3) In talking with other RBC players, I was just informed to check my VISA statement and look at the exact $$$ amount for deposits made. To my utter SHOCK...the charges were not a few cents below the dollar as stated immediately following a completed deposit, but each deposit is higher. For example, if I deposit $21, on the screen it states that $20.91 was charged by CURRENT CHARGER NAME but on my VISA statement the charge is actually for 21.95. I called VISA and was told that a charge comes in from the merchant and that is the exact amount charged to card. All of this adds up to a lot and it is not what I approved. Please explain why??!?

Finally, in RBC T&C it states the following...."If your request meets the requirements of our terms, then our staff reviewing your request will waive the processing fee." I have made this request a bunch of times and never got a fee waived.

Thank you again Jason....as I love playing at Raging Bull but the fees are ridiculous and adding to deposit to a deposit amount is very misleading and upsetting.

Awaiting your reply....

kcc17 United States
posted on October 19, 2015.

Jason - I have been a regular depositor for a long time at Raging Bull and do not even no where to begin adding up all the extra change that was added to all my deposits. Adding 5 cents to 80 cents on deposits adds up and is money that I am owed.

I hope Raging Bull credits my Bank Account with money to make up for this "glitch" because I have no time to figure out what all this adds up to.Please do not offer me a bonus as a consolation for this, just figure it out, come to a sum and wire into my account obviously sands the $45 fee.

I want to continue playing at RBC and it seems that over the last two weeks this adding onto deposit amounts has ceased so obviously this was an issue brought to RBC's attention and fixed. But I made 100's of deposits prior to this.....

posted on October 19, 2015.

Hi kcc17,

Thanks for the feedback dear.

I have logged a ticket with my banking guy to get into contact with you. His name is Dean and should get back to you during the course of the evening with info on the fees etc. Please feel free to discuss the other banking methods with him. We are constantly looking for new processors and deposit/withdrawal methods.

We require valuable feedback such as this and are always open to suggestions, so feel free run your ideas by us.

I hope that we can find a solution for you soon as I would hate to lose a valuable player such as yourself.

Have a lovely day and chat soon!

Best Regards
Jason

kcc17 United States
posted on October 19, 2015.

Thank you Jason for the quick response, again!!

The fees are crazy high but I was aware of them......this depositing issue I was not aware of and the deposit amounts were upped for months. I never noticed cause amount was so small but that money should be given back to players ASAP because in my case, I was totally mislead as it was always stated amount was a tad less.

All these added up will be a few hundred dollars in my case.

kcc17 United States
posted on October 19, 2015.

Also, please find out from Dean the exact time he will be calling me EST please.

posted on October 19, 2015.

HI kcc17,

Dean should be in the office within the next 2 hours. I will make a not that he contacts you asap>
When would be the best time for him to contact you?

Regards
The Best Casino Rep in the world...lol....

kcc17 United States
posted on October 19, 2015.

I will of course let ASK GAMBLERS know when this issue is resolved and what Raging Bull did to refund the depositing amount issue and the fees too. Thank you again ASK GAMBLERS for getting the wheels in motion.

kcc17 United States
posted on October 19, 2015.

Within the hour.... not free again until after 5pm EST.

posted on October 19, 2015.

Hi kcc17,

I am hoping that he will be in on time to contact you. Otherwise would it be ok if he mails you with all the info?

I am also leaving the office now, but I have logged all the info in the ticket.

I am holding thumbs that we can resolve this issue!

Regards
Jason

kcc17 United States
posted on October 19, 2015.

I have not received any call from Dean at all yet. I received an email form Dean regarding the withdrawal fees and that is good.

But what about the depositing amount issue??
A fellow player at RBC informed me of that the deposit amounts were not lower but more then what was requested. It was 75 cents to 15 cents higher for every deposit I made for six months. That adds up and money I did not authorize when depositing.

So what is RBC going to do?? I guess adding the total up and wiring it into my bank account woudl siffice but I need this to be confirmed, please.

posted on October 20, 2015.

Hi kcc17,

Yeah, he was not able to contact you within the hour you were available to receive the call. Thus he emailed you. I am not sure what he emailed you and he will only be available in the next 6 hours.

Should I arrange that he gives you a call?

Regards
Jason

kcc17 United States
posted on October 21, 2015.

Raging Bull Casino solved both issues and were more than fair to make me happy as a player. Raging Bull Casino keeps defying the odds of customer service by actually putting players needs first and making sure they are accountable for mistakes that happen.

It is very refreshing.....since last night I cannot log into my RBC account but I am told there is a technical glitch on their side. I asked whether it was sitewide, affecting all players and the support chat rep would not give me a straight answer.

Regarding my chat with Dean yesterday, all was worked out and he said RBC loves having me as a player. Dean also said that I am a VIP and working me way to the top VIP status rank.... so I would doubt my account would be closed without any warning and after saying those words.

Thank you ASK GAMBLERS for helping me, the player get answers.

posted on October 21, 2015.

Hi kcc17,

I am glad to hear that we were able to resolve this matter. As I mentioned to you , you are dearly valued at RBC and we sincerely appreciate your support and loyalty.

If you have any queries or suggestions, please feel free to bring it to my or Dean's attention.

Best Regards
Jason

AskGamblers
posted on October 22, 2015.

Based on player's last comment, we consider this case as resolved and it is now officially closed.