Raging Bull Casino | Grand Fortune | Malibu Club Support and Complaints Thread

i.m still upset for a thing.was better everything go well
Now no more win nothing :'(

I noticed someone was denied 10k win based on a charged back from 2012 at another casino.
"As you know RTG operators all use a third party fraud service called Iovation. Iovation have informed me that you did dispute $100 worth of deposits back in 2012 at another operator which cannot be named due to legal obligations that Iovation has with their operators and as it stands if a player has history of disputed transactions they will be refunded and their accounts banned."
"Upon doing the Risk Review I picked up that you had chargeback history in 2012 with another operator. This was confirmed by the risk team at DoughFlow who said that your device which is a medium you use to play at casinos had changed hence we could not pick it up on the spot that you were indeed a chargeback player. DoughFlow cannot disclose the name of the operator that you have chargeback history with. When I spoke to a representative at DoughFlow they did confirm that the evidence was never removed from your account by the operator which usually means the chargeback was never recovered. I had also chatted to one of my risk partners who use to deal with DoughFlow and he had also confirmed that chargebacks did occur in 2012."

IMHO, this shouldn't be a reason to deny anyone's withdrawal if they haven't had any chargeback with your casino. Security checks should be done before taking any type of bets. Charge backs could happen for number of reasons, and it could be not entirely the player's fault. Rogue casinos often put fraudulent information about players into a negative database. Once a player is in that database they can't appeal or even see the case against them. How about those rogue casinos that placed players in the database such as rushmore, lock, or slotnuts, or even winpalace group? And we all know they have stiff players of winnings. Slow paid them and even refused to refund deposits. How can a player recoup there deposits in such cases? Sometimes a charge back is in order.

How long does a player states in the negative database 5 yrs, 7 yrs, forever? This database has caught some legit players in its net.

Bitcoin casinos doesn't have this problem with a negative database and denying legit wins based on a $100 charge back from 2012. No wonder Bitcoin casinos are gaining grounds. I feel sorry for the player who was denied his $10,000 legit win. Based on some poor excuse not to pay him because of a somewhat faulty database.

WOW, nice post chocolateman. Tell me, do you happen to work in Washington, DC ?  lol  Just kidding, impressive piece and I have to give my two cents here, as well. But my response is brief. This case is TOTAL BULLSHIT !    Pay the man.

For some reason a new VIP level shows in my cashier but i can't claim it  . I am pretty sure i have not claimed it yet . Can you please look into this.

25GREEN

just a freebie so you have to deposit before they feed you a freebie again

Hi All,

I trust that you all had a great weekend?

I have just stepped into the office a few minutes ago, so please afford me a few minutes to review all the posts.

Regards
Jason

Hi chocolateman,

Thanks for your post. Firstly I don't think players know how damaging chargebacks are to the casino. It's not as simple as the players just charging back their transactions. The casino pays a HUGE fee per transaction in same cases 4 x the players deposit. Not only is it the fee, the casino also risks losing the processors and any funds in the account. Thus casino's don't take chargebacks lightly.

We do the necessary checks, however in this event, the player used a brand new device with NO history on the device, therefore it slipped through the gaps.

I do agree that there are guys out there who cheat the system by listing their VIP's a chargeback, players.

It's not fair towards the casinos, just the other days we had guys charging back and their reasons were that they didn't enjoy the games and lost their funds to quick - what kind of a reason is that. You know that there are no guarantees when it comes to gaming, so just because you did not win, that gives you a reason to chargeback?

Having said this, we actually made an arrangement with the player with the past history of a chargeback.

I have told you guys in the past, we not hear to cheat people out of their money, but I would hope that the players have the decency not to cheat the casino.

Regards
Jason

@ Rena35 and all the other great guys out there who experienced problems with the $25 Green Bull VIP coupon. The call center agents were correct in stating that the coupon can only be claimed once. However there seemed to be a problem with the coupon firing again ( I will log a ticket with RTG to look into this).

But as it did fire the coupon in the lobby, it's just fair that I honor the bonus. If the coupon fired incorrectly in your cashier, then please feel free to claim it now.

Just a reminder - as a GREENBULL VIP you are entitled to claim UP to $75 in FREE VIP bonuses every month - You must make at least one successful deposit within a 1-week cycle. This excludes all the other free offers that we throw into the mix.

I am looking forward to hearing back from you guys!

Regards
Jason

Hi there Jason I hope that you are doing great. I've just claimed that bonus from "Available Coupons" section without any problem. Thanks again for helping us. 

Hi Seculla,

I am glad that I could resolve the issue. I hope that you enjoyed the bonus.

Have a super day!

Regards
Jason

Hi chocolateman,

Let's get cracking:

1) How long does one stay in the negative database? - We have no control over this, your are put on a negative database by the processors. My guess if you have committed fraud or chargeback, you will remain on the negative DB.

Points 2,3 and 4) We have relationships with a few reputable parties which we use as references. On numerous occasions, players have been listed on a negative database, but because they were from brands with poor reputations, we have opted on giving the player the benefit of the doubt.

We have had cases where players have charged back with us as they didn't recognize the billing descriptor. Place the players balance in a negative for the charged back amount and then get into contact with the players. After confirming the deposits with the player, they redeposit the bring their balance to zero and then allowing them to continue gaming with us. In the event of the player being fraudulent/underhanded and charging back. We keep all the documentation on file i.e. transaction dates and amounts, confirmation from the bank where the chargeback was listed etc. We have files with all the information on all players who have charged back with our brands.

5) There were a few other suspicions around this specific player that ran alarm bells (don’t wish to get into detail). However, we made a decision to once again give the player the benefit of the doubt and pay him.

6) We are looking at the bitcoin option, just awaiting feedback from our processors. Hoping this will materialize soon.

Guys, I have said this before. We are not looking at cheating players out of their winnings. In fact, we look for a reason to pay players and to do so in a timeous manner. However, there will be cases where we might suspect “fishy” behavior and will have to investigate further.

I hope that the above info was sufficient.

Best Regards
Jason

Hi chocolateman,

Please PM me more info regarding bitcoins. I was under the impression that these are hard to come by. Who all has access to bitcoins?

Looking forward to the info!

Regards
Jason

Hello Jason
i am getting error message as soon as  i try to download.i don't know why.my antivirus program is also disabled.you can see the error message below

"This installation package could not be opened.Verify that the package exist and that you can acces it or contact the application vendor to verify that this is a valid Window Installer package"

Hi Volkan,

Sorry for the late reply my friend. Is it possible to send me a screenshot of this error?
In the meantime, have you tried the instant play option?

Looking forward to your reply!

Regards
Jason

*instant play is ok

Hi Volkan Kalkan,

We are still trying to replicate this error. I have my guys as well as RTG looking into this matter.

Your patience is dearly appreciated.

Regards
Jason

Hi Jason,

ok im a bit confused to how the bonuses work here (grand fortune), I received an email for coupon code HOME35 which i claimed, i played it down to 13c, i was considering depositing but thought i'd see what the loyalty points would do, so i checked my points and saw i had 500, i saw that the 13c could be withdrawn as in no wagering, so i thought.

So when i claimed the 500 points ($5) i played that and managed to get my balance upto 360+ and that was made in under half an hour so i withdrew $359, but later i got an email stating that i was only allowed to withdraw $100 as i had played the $35 no deposit bonus, so im just wandering, what would have happened if i had deposited and made it upto that amount, would i still be only allowed to withdraw $100 because of that no deposit coupon i used?

Just need a better explanation than what i was given from the rep i was chatting with, because he was avoiding my questions leading me to believe that something didnt add up, so because ive seen how nice you are im hoping you can clarify this matter for me.

I sure hope Jason is better . I will be glad when he comes back  .

me too

Hello Ladies and gents.

Uncle Jay is back in the office, not 100% better, but feeling better than I felt last week.

At Keza, please PM me your username so that I can look into your request.

Anxiously awaiting your reply!

Best Regards
Jason

need some help Jason. my id is jimmybull. made cashout on july 13th. still have not gotten my wire yet. has been over 2 weeks since they sent. thx

Hi Jimmy,

That's insane, I have confirmed with my withdrawals team that the payment was made.
Can you just confirm that wire details for me?

Best Regards
Jason

Hi Jimmy,

Just spoke to my withdrawals guys and he says that the funds were returned back to us because the account number which you submitted was incorrect. My finance guys emailed the call center and requested them to mail you and obtain the correct account number. Can you recall receiving a mail from them requesting the details?

Anxiously awaiting your reply!

Best Regards
Jason

no I didn't get the email

Hi Jimmy,

Thanks for the reply. Please see emails below between my call center and one of my withdrawals team members.

This is frustrating. I apologise for this Jimmy.

Please can you confirm the account number and I will have this resolved first thing tomorrow morning.

Anxiously awaiting your reply!

Regards
Jason
---------- Forwarded message ----------
From: Jean Duval >
Date: Thu, Aug 6, 2015 at 10:39 AM
Subject: RE: jimmybull RB withdrawal enquiry
To: Brett Long
Cc:, Nirvay, Nathan Maharaj Gabriel Mwimba, RBSupport <[email protected]>, [email protected]

Hello Brett,

Thank you for info.

We shall inform player accordingly, and revert with required information.

Kind regards,

Jean.

_________________________________________________________________
From: Brett Long
Sent: Thursday, August 6, 2015 12:11 PM
To: Jean Duval
Cc: Cc:, Nirvay, Nathan Maharaj Gabriel Mwimba, RBSupport <[email protected]>, [email protected]

Subject: Re: jimmybull RB withdrawal enquiry

Hi Jean,

I have contacted our processor and they state that the Account number the player provided us with is incorrect.

Please can you contact the player get the correct bank account number.

Thanks
Brett
__________________________________________________________________________

On Wed, Aug 5, 2015 at 11:42 AM, Jean Duval  wrote:

Good day team,

Please note that player with username jimmybull informed his withdrawal which was confirmed on the 21st of July has not reached his account yet.

The normal 10 working days’ time frame ended yesterday.

May you please look into it and provide us with an update so we may inform player accordingly.

Kind regards,
Jean

just sent  info to [email protected]. elsa said she would forward it. I may have had a number wrong when I done cash in. it is what my bank gave me. thx

Hi Jimmy,

I found the email with the banking account number and forwarded it to my withdrawals team. They will cross reference it to the number which you supplied us with previously. I hope we get this resolved for you asap.

I will keep you posted!

Best Regards
Jason

Hi jimbob56,

I have just confirmed with my withdrawals team that the latest acc number that you furnished us with is the same number as previously supplied (incorrect). Please cane you just confirm that the details are correct or alternatively do you have another account that we can process too.

Looking forward to hearing back from you!

Best Regards
Jason

Hi jimbob56,

Disregard my previous post. My withdrawals guy was imagining things. The latest account number is correct. The previous one which you submitted had an additional zero added.

We will resubmit the payment today, we will also not be charging you a fee on this withdrawal.

Best Regards
Jason

Jason,

On the Instant Play version, I was watching the "withdrawable balance" closely for when I met the playthrough. 

Only problem is, it never showed in the withdrawable balance, so I played a bit past what I had wanted to play.  I was going to look up how much past but there's no "history" in the instant play version either.  It wasn't a whole lot past as I was trying to watch the balance as well. 

This isn't exactly a complaint, just a head's up that the withdrawable balance isn't working as (I) expected.

Screenie attached.  I did really well on Jumping Beans!

I know I don't participate in this disussion much. Jason, but I have a suggestion for an issue I came up against a couple of weeks ago.

My PID  is slycin56

I had just done my 1st deposit with you guys via Paste&Pay, then lost it.  Then I turned around and won on a freebie that said "$100 max cashout", so I was happy to at least get to test you guys on cashouts.

But then I couldn't figure out if the $100 max was before or after the $45 fee, so I need some clarificaion on that.  I requested $100 only, which would have netted me $55, before my bank took out their fee.

Then I sat and waited for an email from your payout department telling me what doc's they needed from me......  but I never got one.  I would go in to check the status of it periodically, but it was always still in pending.

Finally, being the antsy, pantsy gambler I am, I reveresed the cashout to play it some and - LO AND BEHOLD - that's where I found the request for the documents they wanted from me. Isn't that a strange place to put that request?  At the point of cancelling the withdrawal?  (lost it all, btw, lol)

Also, they wanted credit card info, when I had never used a credit card with you guys - yet.

I just need some clarification on some of this, as I've really enjoyed your casino playing with the freebies, and am seriously looking for a lucky new casino to play at.  I'm not the big depositor I used to be, but that could change.  lol

Help me, please? 

PS - I'm glad to hear you're feeling better, as I was beginning to get worried.  And I hope all your family is doing well.

Hi LhasaLover,

Thanks for your post. Firstly, as soon as a withdrawal request has been completed by the player, the players will receive an automated email from [email protected] that reads as follows:

__________________________________________________________________________

Dear John Doe,

This email confirms our receipt of your payout request via Processor for the amount of 100 USD at Raging Bull Casino for your Account ID 59.

We will review your request shortly and you will be notified by email when your payout has been processed.

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

_______________________________________________________________________

This mail isn;t great and I have actually asked my guys to have it edited to include the info on the pending period ect.

Which brings me to the second point. The default pending period for withdrawals are 24 hours unless it falls over a weekend or a banking/public holiday. In the event of your withdrawal falling over a weekend or public holiday, it will only be processed on the next business day.

With regards to funding your account via paste and pay, the standard authorization form mentions credit card, if you did not fund your account via a credit card then that form can be disregarded. I will be tasking my team on changing the auth form as well.

Regarding the max cashout of $100 and the fee. A few of our older coupons had max cashouts of $100 so if you met wager and were able to cashout the $100, then $45 would be deducted from the $100 and would be left with $55. We have changed most of the free offers to a max cashout of $150 so this should result in you being able to receive close to $100 in your bank account (not sure what the bank charges you for the transaction).

I am truly sorry to hear about all the confusion surrounding your first withdrawal and I hope that I have shed some light on this topic.

It's not much, but I have rewarded you with a little freebie and I am hoping that it will materialize in a successful withdrawal.

I am looking forward to hearing back from you.

Regards
Jason

thats why 150$ now maxim cashout from free chips whit skrill is better ,no fees

Thank you, Jason, for your detailed answer. 

Perhaps, within the email confirming the cashout request, they could include the following?;

If you have not already sent us your verification documents, please take this time to get them to us as it will help speed up the process.  You can find the form and directions for it here - [insert link >

You can cancel payout requests before they are authorized for processing, by logging into your account and accessing the cashier/banking center or by contacting Customer Services.

It's just a suggestion, but one that could avoid a lot of confusion and frustration for everyone! 

HI LhasaLover,

I can most definitely add something like that to the mail.

Thanks for your input 

Regards
Jason

Whoop!
Made a deposit like I promised, claimed the match, got lucky and a 240$ withdraw in on it's way!
Thumbs up for Raging Bull & Jason!
You can work your magic and amaze me again with the fast payout !

This casino is a joke!!!  The customer service is the worst I've ever seen!  They post codes and when denied and I question them I'm told that I'm not important enough to redeem...  Even though I deposit regularly...  Do not deposit if you think your important as well....

Hi cacory1216,

This is insane. Please furnish me with your username as well as give me more info i.e. who did you speak to? How did you contact the casino, via live chat, email or telephone etc?

I will look into this matter and I can assure you that if you were treated disrespectfully in any way, shape or form heads will role.

Please PM me your details so that I can start the investigation.

Best Regards
Jason

Hi Jason,

Can you please clarify something here? I registered a while back and I love your regular freebies, although I've never been lucky enough to win lol! I'm confused though because I thought there was a no multiple free chips in a row rule. I received an email from you at the time and you said as far as you were aware, multiple freebies in a row are allowed but a player can only cash out from one, so can you please clarify once and for all? For reference my Raging Bull username is dobbul

Many thanks Jason

Hi Jason,

Can you please clarify something here? I registered a while back and I love your regular freebies, although I've never been lucky enough to win lol! I'm confused though because I thought there was a no multiple free chips in a row rule. I received an email from you at the time and you said as far as you were aware, multiple freebies in a row are allowed but a player can only cash out from one, so can you please clarify once and for all? For reference my Raging Bull username is dobbul

Many thanks Jason

Hi Richard,

Pleased to meet you friend. I would be more than happy to shed some light on this subject.
The term is there to protect the casino from players ONLY redeeming free money offers and cashing them out with no intent of ever making a deposit at the casino.

Frequent depositing players are entitled to cashout from multiple free money coupons.

As it is, if you are a GREENBULL VIP player you can claim up to $75 in free VIP chips per month, this is excluding all the other ad-hoc freebies that we send out.

I hope I was able to bring clarity to your question?

Looking forward to hearing back from you.

Best Regards
Jason

got my wire today Jason. thx

Hi cacory1216,

I see that the email which I sent to you yesterday came back as undelivered. Please can you free up some space in your LCB inbox so that I can message you?

Thanking you i advance!

Best Regards
Jason

I just cashed out $450 and this is my first withdraw from RB. I used wire transfer and i was wondering if there is not a different option available for USA players . I am hoping things go smothly . I am so excited this being my first withdraw from RB casino  . I usually don't play RTG , i have always had problems on cash out.