Refusing to pay winnings with multiple excuses

Thank you for taking the time to review my complaint and offer your expertise.

The official complaint is against RagingBullSlots.com online casino. They refuse to pay me my deserved legitimate winnings and are dismissive, unprofessional, unresponsive, and noncompliant with the process. Below are the details of my complaint.

On September 24th, 2022, The moment I won over $900 on a slot game, I was smart and told myself that I should immediately withdraw $800. So, I made a withdrawal on the 24th for $800. Just as I completed my verification correctly, I asked a chat representative about the process and how long it would take until I got paid. They congratulated me and told me that there are bank fees and wire fees, so if I wanted to clear $800, I should cancel my withdrawal now and bump it up to around $900. This way, the fees would be paid, and I would clear $800. So I did that. About an hour after I made the $800 withdrawal and approved my verification 100%, I canceled the withdrawal, and after a moment, it returned back into my bankroll. I then immediately made a withdrawal of $900 (to cover fees). My withdrawal request was on September 24th, and after speaking with online chat reps, all looked good. I remained patient for my winnings. It was not until a few days ago that I returned to the casino to ask a representative about the status of my withdrawal and was informed that on September 28th, a manager "canceled my withdrawal," made a "new withdrawal request," and "approved" it. They then removed my money. What in the world does that mean???!!! To me, It appeared to be a manager who began the wiring process for my verified bank. Yet, It appears incredibly deceptive on my account ledger, and it's exceedingly deceitful because they employed the terms "approved withdrawal" and "manager approval" just a few days after receiving my request, giving it the appearance that things were proceeding according to plan. No one told me about the denial, no one emailed me, I heard nothing, and I would have never known if I hadn't spent hours hunting down every step of the process.

What's even more frustrating is that I asked to speak to a supervisor and was told no. I requested a phone number or someone to call me so we could discuss this issue more thoroughly because it's easy to miss important details when communicating through typed chats. I was first told that they didn't have a phone number. I tried to contact their support number (800)920-0726 and was denied access to a live person unless I had a code given to me from the online chat (ignorantly defeating the purpose of wanting to talk to a live person instead of chat). Later on, in the online chat conversation, they tripped on their lie and admitted that phone calls are only reserved for VIP members, and I didn't qualify for a live person, so I didn't get a code....then the chat was immediately ended and erased.

My account is verified. My account is still active, and they still throw bonuses at me daily. My account was verified immediately with all the proper documents through their third-party verification service. On top of that, I manually emailed them all the same documentation, including my ID, card, and forms required to fulfill the terms of service as a backup. I did everything they asked & completed everything before they even had a chance to ask me for verification.

I've been nothing but respectful and EXTREMELY kind to all the staff. I've screenshots of my ledger and account information along the way, as well as the third-party service they use to verify my identity and documents online (which I was urged to do rather than manually email documents). Using caution and ensuring nothing slipped through the cracks, I doubled up and sent the documents manually by email just in case they made up a lame excuse. I followed all the rules to ensure the proper withdrawal and agreed to the Terms & Conditions by checking the box (which is only clickable after you are fully verified). If you have any bonuses that are yet to be used or have broken any of the rules, then that box will remain gray. As a result, you won't be able to check it and complete verification. The fact I was able to click it and complete the process proves that I was in the right). Seeing that I didn't withdraw every penny and saved some to play with (around $150ish), an uneducated individual could think I may have had a bonus left over or some other ignorant reason.

On the day of my withdrawal, a chat representative told me that I have to wait 7-10 business days to get approved, wait another 2 weeks to process the approval, then wait another 5-7 days for the wire. Did they think I was just going to twiddle my thumbs and not continue playing? After the residual winnings that I kept in my account ran out, I asked a chat representative if I was able to redeem any free spins given to registered players daily. I was blatantly told that I was allowed to use the bonus spins and that nothing would affect my withdrawal. I just have to make sure not to mix cash funds and bonuses. And I didn't. I waited until my balance was $0.01 before being approved and allowed to play the daily free spins for registered players.

After discovering that they had taken my $900 without telling me, I repeatedly contacted customer service to ask them to check my account. Every time, the representative would lie and give me some absurd excuse about how I supposedly violated their terms by mixing funds or doubling up bonuses, or that I played a game that was not allowed, and then ended the chat immediately on me. Their story changes every time. Now, I'm absolutely sure I didn't get 2 bonuses at a time. I'm aware that mixing funds causes problems. I'm not an idiot. And I am well aware that should any funds be mixed, then my play-through would be even more. I have never doubled up on bonuses. Actually, you can't!!! If you try to redeem another bonus, the system won't allow you. When I told this to the chat rep, I was told that next time I should follow the rules and I would not be receiving my $900. They won't let me see my gameplay ledger either. Now, If I attempted to play a restricted game, the system would not allow me to access the game. Instead of loading, there would be a page redirecting to an error message stating that the game is unavailable and restricted while using the bonus. My gameplay was honest and by the book.

While I understand there are provisions regarding bonus rules and regulations, as well as undisclosed player's gaming profiles in the Terms of Service, the Terms of Service Agreement is clearly an adhesion contract designed to work against the consumer's best interests. It should be explicitly noted that most courts and regulatory authorities will use the "Doctrine Of Reasonable Expectations" and invalidate such clauses hidden or buried in excessive jargon strategically used to confuse or deter the user and ultimately be deemed unjust. At the minimum, I would like an account specialist to be transparent and honest while providing a thoroughly accurate, reasonable explanation of their mistreatment and abuse towards me.

Just prior to me withdrawing anything or winning big on the "Nine Realms" slot game, I reviewed my progress and saw that I had completed all the wagering requirements and now had a small amount of cash available to withdraw. I spoke with a representative about withdrawing money. My withdrawable amount was under $100, and I was told that ragingbullslots casino only pays withdrawal amounts over $100. Discouraged yet determined, I returned to the same game to play, and this was when I won big. My winnings came from the game "Nine Realms," in which I won over $1100+ at one point. Any restricted invalid money or unused bonuses on your account would be reflected in the drop-down menu in the lobby or will show that on the cashier page, and you will be unable to withdraw money. I completed all of the play-through requirements by far before attempting to withdraw funds. I had absolutely no trouble with verification, instructions, and confirmation via a chat representative or completing the withdrawal procedure at the cashier page. The system and process had no hiccups and allowed me to complete the process not once but twice. (due to being advised about the fees, canceling the initial $800 and resubmitting for $900).

RagingBullSlots should have been honest with me from the beginning about what was happening with my withdrawal. They never gave me a straight answer, which made it incredibly difficult to advocate for myself.

Cut to today, and all of a sudden, RagingBullSlots is magically depositing $30 into my account, sending me several emails daily with bonus codes, and treating me like a VIP member as if nothing happened. If they had the nerve to secretly pull my $900 without telling me, then they must think that I'm the bad guy here - but no...I'm getting free money without asking for it. Something doesn't add up here.

I'm prepared to do whatever it takes to ensure this type of behavior from these crooks doesn't happen again and harm other innocent players. I saved my hard-earned money to go to an online casino to let off some steam from the pressures of life. I didn't save that money to give to crooks and have them take 4 years off my lifespan. I am prepared to bring justice to this situation and gratefully seek your assistance.

I am seeking rectification of this complaint with a thorough, accurate, and honest explanation from an official account specialist for their negligence which has caused me emotional and financial suffering linked to this complaint. I also seek reimbursement of my winnings, which were successfully and correctly redeemed on September 24th in the amount of $900.00USD. If there are any miscalculations, the winnings should be recalculated to the actual value and paid immediately, at the very least.