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

Ps.... I have just been advised by my Call Center Manager, that not only has Dean been off ill, Kayden (Lucky's VIP host) has also been booked off ill. Another reason for not receiving the correct info. In all honesty, Dean (the processing Manager) would be the best person to comment on these kind of topics and not the call center agents. having said that, Lucky, you have received the statement from me so I await your reply. PS..... I will be out of the office in the next two hours and will only be back in the office tomorrow (new working day). So in the event that I don't respond, please take note that i will be out off the office!

Regards
Jason

Thank you Jason for your quick response and your email.

I emailed you and Kayden my bank statements for the two separate issues.
1 - the pre-authorized charges.
2 - the two added charges that posted days later.

Thanks for everything and I am sure this will get resolved quickly like it normally does. I hope both Dean and Kayden are on the mend.....

Who are you to tell me I can't comment?  You are one of the most arrogant reps I have seen.  "Your brands", I didn't know you owned them.  So if that's the case then why can't you get things handled. 

Of course I wouldn't play there with your max cashout bonuses, even if I deposited without a bonus I wouldn't play there because of unprofessional ways.  You are representing the business and registered as a business on here.  It's a shame that you can't conduct yourself professionally in difficult situations. 

Wow!  You couldn't pay me enough to have Jason's job.  I don't know him personally and I have never deposited at Raging Bull, but the abuse he gets here (and takes) is incredible.

I know from firsthand experience that different intermediary banks charge different fees.  The bank that RB uses sends payment to the player's bank--yes.  But there is always an intermediary bank in there.  And the intermediary bank charges a fee as does the player's bank when received.  The sender (RB) has to pay a fee too, but Jason says they are not passing that on to the player.

US players should consider themselves lucky to be able to play at an online casino and get paid.  And we all know why that is.

I give Jason much credit for responding the way he does to some of these posts.  If it was me in his shoes, I don't think I could hold back. 

medtrans

Not sure about these bank fees, but I do know most casinos Charge a SMALL fee for most withdrawal options.

In terms of your defense of Jason, first it's his job and dealing with difficult situations should be # 1 on the list.  If he can't handle then he has his right to get another job, but if he chooses to accept this role it needs to be in a professional manner.

In my 15 years of online and gambling he is certainly toward the bottom of the list for reps in howhe handles situations IMO.  He takes things personal and battles back.  I have dealt with difficult clients for 25 years and always maintain my cool and smile.  Some of the best clients are sometimes the most difficult. You may not read all his posts, nor have I, but there have been numerous where I have said this "guy is real cocky and unprofessional." 

Not sure about these bank fees, but I do know most casinos Charge a SMALL fee for most withdrawal options.

In terms of your defense of Jason, first it's his job and dealing with difficult situations should be # 1 on the list.  If he can't handle then he has his right to get another job, but if he chooses to accept this role it needs to be in a professional manner.

In my 15 years of online and gambling he is certainly toward the bottom of the list for reps in howhe handles situations IMO.  He takes things personal and battles back.  I have dealt with difficult clients for 25 years and always maintain my cool and smile.  Some of the best clients are sometimes the most difficult. You may not read all his posts, nor have I, but there have been numerous where I have said this "guy is real cocky and unprofessional."

@ BMWSTACK - there is a difference between a difficult client and and blatant disrespectful/destructive/abusive and arrogant person such as yourself. I have all the time in the world for genuine players who actually have constructive things to say about our brands. You on the other hand I have no time for and I am happy to say that out publicly. In the same breath, I will be asking the LCB team to please bar you from commenting on my posts as you absolutely contribute zilch towards our threads. You have said it before that you not a member of Raging Bul l Casino, so why give your 2 cents. You have abused my brands on multiple forums and hijacked my threads by promoting other brands (the same ones over and over) which leads me to believe that you have something up your sleeve. So I am asking you politely to please stop your exaggerated comments and remarks. Thank you very much!

To all the other loyal members out there, thanks for the support and for always contributing to our brands in a positive and helpful manner. It is truly appreciated!

Best Regards
Jason   

I really don't want to continue commenting on this, but you have called me out personally.  Why would not send a personal message?

You just proved my whole last post.  You can't control your self.  You think the only comments that should be posted are positive and want all others censored?

Unfortunately nothing up my sleeve, I have mentioned other reputable casinos that don't have max cashout and more professional customer service.  I am not an affiliate or connected with a company. 

You keep mentioning on threads you only want to see positive posts which is also really arrogant.  You need to understand a forum and also understand you don't run this forum.  I don't believe this forum operates off the basis of a dictatorship.

Quite honestly I strongly believe people should take into consideration the professionalism of a rep when choosing to play a casino, it certainly could be a sign of bad things to come.  Like going to a store or restaurant where the managers have no problem arguing with customers in public, they typically don't stay open long.

It's best now that if you have any comments to send a private message and I will certainly respond to that.

Please do us both a favor and work through the 50+ pages of comment s between myself and members and point out the numerous occasions where I have been "cocky or arrogant" as you stated.

The only time where I have acted in a "questionable" manner have been times where I have defended my brands against known fraudsters and abusers as well as to posts where I have mentioned on numerous occasions that there are certain issues which are out of our control, but yet people would still harp on the issues.

Ps.... thanks for the PM, should you wish to take me on about something or question something, please feel free to do so via PM.

Have a great weekend!

Oops, my bad... for some reason, I thought I received and replied to a PM. Obviously not...

Please explain how I called you out personally, when you were the first person to refer to me as being cocky and arrogant. It's simple, you don't play at my brands, your are destructive and malicious and I wish for you to stop hijacking and commenting on my posts. If you enjoy posting on forums so much, get yourself a job at an online casino and do some constructive rep management. So for the last time, please stop stirring and causing trouble.

Please go do your homework and then you will see that I have said "ALL KINDS OF FEEDBACK" is welcome, both negative and positive!!

Peeps, I am truly sorry that you have to witness this kind of behavior and I ask forgiveness if I have insulted any of you guys in any way, shape or form. But honestly speaking, I will longer take BMWSTACK's abuse.

LCB, please guys.... this member is out of control and needs to be stopped as he is damaging our reputation and it should not be allowed!!

Regards
Jason

ok lets all calm down here.

everyone is entitle to their opinion as long as we keep it civil and present our arguments.

Speaking from personal experience I can vouch for Jason and he takes his job very seriously and always there to assist our members.

at the same time I know BMWSTACK has players' best interest at heart, even though their writing style might not be up for everyone's taste. But thats their style.

Do I personally think BMW can be harsh? I do.  but this is an open forum so everyone can post.

IMHO I think RBC is one of the better USA facing groups. This is why they earned our seal of approval , for always been there to assist our members, resolve any complaints, pay players on time within their specified T&C's  and try their best to improve their service each day.

So instead of going back and forth here, what I propose is that instead of having a go at RBC , lets give actual and constructive proposals and see what RBC and network can do. I am sure Jason and RBC would be more than happy to take all the feedback and work on suggestions.

p.s.

we are all entitle to dislike some of the rules casinos have. At the same time we are entitle not to play there.

I personally believe that T&Cs of most ( if not all ) casinos should be improved. But I also believe that as long as casinos are being open and transparent about their T&Cs ( given that the their terms are not outright rogue ) then they should be given the benefit of the doubt.

cheers
Zuga

Hi Zuga.  Thanks for stepping in.  Much appreciated.  Have  great weekend!!

Regards
Jason

Hey Jason -

When I attempt to deposit at Raging Bull... I get a rejection message, "ERROR 913-DATA IN REF ON LIST, CONTACT SUPPORT".

I have contact LIVE CHAT three times, and once connected to VIP HOST Kayden but keep getting disconnected by them.

Kayden did say the processors were broken, so I presume it to be a casino-wide probelm affecting all RBC nad GFC players?

Any other players having problems depositing?

Thanks so much in advance.

And to add.... I was promoted this week at Raging Bull to a DIAMOND BULL VIP and now cannot make deposits.

Is this happening because of the recent issues I had regarding VISA Card  pre-authorized charges that actually got processed?

I was just told on LIVE CHAT that RBC has a team working on this.....so I guess now I know this is NOT a casino-wide issue, but no one will confirm this.

Does anyone know what that error code-statement means?
("ERROR 913-DATA IN REF ON LIST, CONTACT SUPPORT")

Hi luckychick17,

Sorry for the delay, as you know I am only in the office from Monday through to Friday during office hours. To answer your question, it has nothing to do with the pre-auth issues your experienced nor was there a problem with the electronic gateways. I am afraid that Kayden gave you the incorrect info.

First issue, the pre-auth problem which you experienced. Dean says that he is unable to see the pre-auth amounts on the statement which you sent through and requires you to send the FULL month of June's statement so that he can reconcile.

The error/rejection code which you are receiving is as a result of a block from the processor. We use a few processors which run and manage transactions on the backend automatically. We have no control over the switching of these processors as they will manage the transaction flow based on volume. The block on the processors side could be as a result of another casino potentially listing you for whatever reason.

In events like these, the only thing one can do is to continue trying and hope that your transaction gets routed through one of the other gateways.

Please get that statement through to Dean asap so that we can put this pre-auth issue to bed once and for all.

Best Regards
Jason   

Hey Jason -

First off, regarding the pre-out problem, the four pre-auth charges were done on June 21-22 and I emailed Dean my VISA statement from June 19 - June 30. I saved all four pre-auth emails from RBC that show the dates of each being either June 21 or June 22, so there is no need for me to send my VISA statement for the entire month of June.

I also had two charges that were made and posted to my VISA on June 24th.....I was away on a boat so I had no internet access, nor time to deposit and play. All of my deposits from June 23rd were made before 11:40am EST so the time difference is irrelevant. I sent Dean my RBC deposit history from within the cashier to prove this. And Dean can refer to the the statement I sent for the pre-auth issue to see this too.

Secondly, regarding the depositing issue. I am a DIAMOND VIP at RBC and have deposited arond $25k+ over my time as a player. To be blocked for almost 5-days from depositing seems a bit odd and is certainly frustrating since it seems to be at the same time of the charge issues to my VISA card.

I have sent ample proof of what happened and if anyne else disagrees please tell me but I do not need to send my entire VISA statemet for 4 pre-auth charges that happened over 2-days.

Dean has not even replied to my email with my bank statements and RBC deposit history attachments and I sent it last week on Thursday.

Please let me know the status of this situation because I am not sure why it is dragging out still.....seeing any dates prior to the pre-auth charge dates is unnecessary as they had no happened yet.

Thank you.

On both Raging Bull and Grand Fortune, I experienced difficulty by coupon codes not being redeemed.  Username corabets at both casinos.  Thank you.

Hi Cora,

Pleased to meet you. Regarding your query, I have mentioned before that certain coupon codes are exclusive and you either have to have met certain requirements in order to redeem them or match a specific affiliate. To date I see that you have been able to redeem multiple free bonuses successfully.

The bonuses that you have attempted to redeem recently are exclusive to another site, thus you are not able to redeem them.

Best Regards
Jason

Hi Kate,

Thanks for the info. Dean says he needs the full statement so that he have do a full recon. He states that nowhere on the statement which you sent him does it mention anything about pending auth's. Please send him a complete statement so that we can put this issue to bed.

As for you becoming a Diamond Bull VIP and not being able to make any deposits, have nothing whatsoever to do with each other. I gave you the mechanics of how the electronic gateways operate. Are you aware of any other brands that could have potentially listed you in the past?

Awaiting your reply!

Regards
Jason

Hey Jason -

The 4 pre-authorized charges happened on June 21-22 so there is no need for me to send my entire bank statement. I sent Dean from June 19-30.....I will post be the emails here for each indivdual pre-authorized deposit that was sent from RBC so you can see that it happened on the dates above. Why would Dean need to see my entire June Visa statement when the charges were not done priori to June 21?!? I gave Dean the entire month the after these 4 charges and he can match up with my deposit history.

There are also the 2 charges from 06/24 that are clearly On my visa statement and not in my RBC deposit history. I was away and had no internet access so he can match those as well.

I am heading home now so I will post the emails on the forum so you can see what I am talking about.

Dean's recon doesn't pertain to any date prior to the charges at hand for the obvious that they did not exist yet.

I have attached the four RBC emails for each individual pre-authorized deposit so you can see the dates of all were between June 21-22.

Sending my VISA card statement prior to those dates makes not sense....

I think i saw someone post before these new issues that maybe you should try another casino. From what i have been reading from all the posts and the previous resolved one, you have been having quite a few issues at RBC.  I hope this gets resolved for you quickly. It is your money so play where you will.

Hi lucky,

I read the part where you mentioned the dates, I was just repeating what Dean told me.
Secondly, I am not able to open the attached documents. Please just email Dean directly, me as the middle man is not working out. Send the email to [email protected] and cc [email protected]

Thanks!

Best Regards
Jason

Hi Lucky,

I just looked at the statement which you sent Dean, I must admit I agree with why Dean is requesting the entire months statement. There is no information on the statement which confirms that the pending auth's were debited from the account. We need the full months statement as we need to make provision for potential time differences etc... Without this, I am afraid I can't help you!

Just a bit more info on the pre-auths. A pre-auth can't not appear on your statement as the transaction has not hit a processor (not approved), thus can NOT be debited  from the account.

Looking forward to getting the full statement  email to us soon!

Thanking you in advance!

Best Regards
Jason

Jason -

I sent Dean my VISA statement for 2-days prior to the dates of the pre-auth charges and for the remainder of June.....there is no need for you to need my VISA statement prior to this because the charges were NOT made yet.

This is just plain common sense....

The time difference reason is why I gave you my VISA statement following the charges made, as prior to that is impossible, but I still gave you 2-days or 48-hours prior just to be polite.

Also...what about the 2 charges on 06.24??

Lucky......

Please look at the one statement. You will see a "posting date" of 06/17 but a transaction date of 06/20. See that is the time difference that i am referring to. I think this is where the confusion is coming from. Let us do a full recon so that we can get to the bottom of this.

Thanks!

Regards
Jason

Also...what about the 2 charges on 06.24??
[/quote]

Lucky.... This is why I am saying..... these could also be as a result of a timing difference..........
This we need copy of your full statement. Without this, we can not help you!!

Thanks for understanding!

Regards
Jason

Jason - the 06/17 is transaction date the posting date is 06/20. Transaction only post after a charge is made.....so I deposited on 06/17 but it posted on the 06/20.

So that is why I sent all charges going forward in June.

Lucky,

We want to help you, but can only do so with a full statement for June.

Thanks!

Regards
Jason

Jason-

I would happily send you my entire June visa statement if it was necessary and if you had a legit reason for needing it but you do not.

I have no idea why you want my entire month of June bank statement when it doesn't even pertain to the issue.

Lucky,

Because when you asked me for a full month recon, I gladly sent it to you, didn't I?
Secondly, we need it to tie the transactions up date by date. You want the recon, we will do it. But we require you to send the full months statement. We need to be able to see all transactions and the dates they were listed. As you could see from your statement, there are transactions where the are timing differences.

Thanks!

Regards
Jason

Ladies and Gents, Jason is leaving the building!

I will be back in the office tomorrow to help out where needed and reply to any posts that need assistance!

Have a lovely day further!

Best Regards
Jason

Jason - there is a large difference between my deposit history being sent then to send my personal VISA card statement. A player requesting to see there deposit history is NOT the same thing at all.

Lucky.....

There is NO way that a pre-auth can appear on your credit card statement . The mechanics are as follows:

A player visits the cashier > selects the respective credit card > enters the desired amount and completes the necessary required steps > then opts complete the transaction.

At that point the transaction goes through the relevant processor and attempts to obtain auth for the requested amount from the issuing bank. Either the transaction returns as ACCEPTED or REJECTED. In the event that the transaction is rejected and the affected player attempts to make another deposit with-in 1 to 15 minutes of getting the initial rejected response, then immediately the pre-auth email would be triggered.

Therefor once again, the pre-auth never even reaches the processing gateway nor the issuing bank.

I hope that the above info makes sense.

Ps...... I am more than happy for you to blackout any other personal transactions and list only relevant transactions.

Regards
Jason

The following is a record of your online chat.
General Info
Chat start time Jun 22, 2016 5:53:30 AM EST
Chat end time Jun 22, 2016 6:14:13 AM EST
Duration (actual chatting time) 00:20:42
Operator Michel
Chat Transcript
info: Please wait for a site operator to respond.
info: You are now chatting with 'Michel'
Michel: Welcome to the casino's online Live Chat service. How may I assist you?
you: username: luck1717
Michel: hello kate
you: Hi Michel.....I had 4 deposits that were "pre-authorized" yesterday and my VISA was charged for all 4 of these deposits but I did not get the money in my RBC balance.
you: Will these 4 "pre-authorized" charges be reversed in my VISA card?
info: Your chat transcript will be sent to [email protected] at the end of your chat.
Michel: one moment please kate
you: ok
Michel: thank you
you: ok
you: The charges are pending on my VISA card so I am hoping that all 4 fall off.
you: HELLO?
Michel: it will be reverse in your visa card but for the moment please try an alternative card
you: Ok well I wan to wait to make sure the charges reverse on my VISA card before I deposit again.
you: Ok....I haveONE MORE issue Michel that I have emailed the finance departemnt twice about already and have NOT gotten a reply.
Michel: ok kate am all yours
you: The payout of $200 I received yesterday was -$20 short....so only $180 was sent to me...AGAIN!!
you: This issue stopped after I brought it up a few weeks ago but looking at my history, my last 6 payouts were -$20 off the top. That is $120 of my winnings I did not receive.
you: This is NOT my bank charging a fee, as they charge $15 per incoming wire and I got charged that fee after an individual wire posts.
Michel: ok kate for banking enquiries let me email dean, he will answer to that as we do not have access to the banking part i cant really give you an answer to that
you: I have emailed Dean twice about this and have gotten no response.
you: It clearly states in the RBC cashier that BANK FEE: FREE!!!
Michel: i will email him then and will ask him to get back to you
you: I have told Dean and Jason that if $20 is taken off the top of every payout to change that in the cashier because it is mis-leading, as $20 is not FREE!!
you: Reality is that any money taken from a player's individual withdrawal prior to it hitting their personal bank account is Raging Bull or GFC's responsibility. Who you choose to process payouts with is NOT my problem, it is RBC's and GFC's.
Michel: ok kate i cannot answer to that . as it's the financial department that i really cant do or say anything about that i will email it the the right person
you: Thank you Michel as no one seems to be responding to me.
you: I will be anxiously awaiting Dean's email....or someone from the Finance Dept regarding this issue.
you: Thanks again!!

Hi Lucky,

What exactly do you want me to look at in this chat. I read the chat when it was mailed to the support desk. Are you basing your dispute on the part where the agents mentions that it will be returned to your card, because there is noting to return to your card. There is a difference between a pending auth and a pre auth. If for any reason there was a pending auth, yes then the funds will appear on the statement as an undeclared effect or pending auth , but the pending auths don't even hit the issuing bank so NO debit takes place!

Dean is busy with the recon based on the statement which you sent through yesterday. He will revert  asap!

Best Regards
Jason

Thanks Jason....Dean and I worked the pre-auth charges out.

But I still cannot deposit....as a player who had deposited over $30k I don't know why I have been blocked for a week now.

Hi Lucky,

I am glad to hear that the pre-auth charges were not billed against your card. As for the rejections, Dean will be on contact with you regarding the problem.

Best Regards
Jason

Hey Jason -

After over 2-years as a loyal Raging Bull Player and over $22,000+ deposited, I have NOT been able to deposit for almost 3-weeks now.

RBC was fully aware that I had an issue years back with a rouge casino that threatened players of being put on a "blacklist" if we disputed the fraudulent transactions they charged to our credit cards. It happened about 5-years back. RBC never blocked me for 2-years, and I have NEVER done anything but be a fair, loyal and frequent player to both RBC and GFC so this treatment doesn't seem ffair at all.

If you did not want me to play at RBC/GFC why did you let me deposit all this time?

RBC's processors had [i]no issues depositing [/i]over $22,000+ of my money, so this is treatment is unmerited and unethical.

The LIVE CHAT reps have been instructed to send me the same message when I ask what is going on.......I am a DIAMOND VIP, the casinos highet level of player so I expected better and hope this gets resolved ASAP.

Please Jason..... ESCALATE this immediately so I can deposit again.

Jason,

Just ban this guy, seriously.

How many hours has he wasted of yours by acting like a mad man.

$22k over 2 years - his withdraws = you making like 2 cents an hour.  If you calculate in the advil from the headaches he causes, you're losing.

Luckychic, get a grip dude.  They are breaking the law to get you your money, chillout if it takes a few days longer than you expect.

Lucky, I also am so confused why you continue to play at these two casinos. I say that not as a slam to either Raging Bull or Grand Fortune as I too am a frequent player at these casinos. I have had a few incidences where withdrawals were held up due tech or processing issues but they have always been resolved. I too worry and wonder when this s***t happens but it has ALWAYS been resolved. I also have resolved them thru pms or emails not on a public forum where it seems both sides of the situation are not really seen. We can see the efforts Jason takes here to resolve but in the background and what we do not see is the folks working behind the scenes to correct the issues, my point is there appears to be a team that corrects these problems for you as quickly as they can. Your continued, repetitive posts about the same issue when you have been advised they are working on things quite frankly do not resolve anything or garner any type of support from people like myself that sit and wonder why the heck you continue to play at casinos that you constantly get on here and complain about. It is like going to the same restaurant that continues to serve you unsatisfactory meals and rather than stop eating there you go back for more.
I do apologize if this is out of line to other members and if you have differing opinions I respect that I just felt the need to post.
Every situation that has been ranted and ranted about here has been resolved so give everyone a rest and either stop playing there or stop posting unless there is an unreasonable lack of response.

Thanks

Thank you for voicing your opinion and I see where you are coming from but please understand my point of view. I have been screwed over in the past by online casinos, and here in the USA when you have a job to do the customer comes first.

Whenever I have an issue, I always, always contact the casino privately a few times but when I get no response to numerous emails and live chat escalations, I come on a forum such as this because that is the only way to get an answer or get the casino to do what they are supposed too.

RBC and GFC has basically banned me by blocking me from depositing and using a reason which they were aware of and was not an issue for two straight years.

So please understand @nickles987... that I have expectations of prompt responses to my inquiries, whether online, by phone or email and calling me a "mad man" because of that is uncalled for.

As for "breaking the law" I presume you are referring to the processors, as that is true as if USA banks knew what the charges really were they would be rejected cause it is illegal.

I deposit a lot of money at RBC/GFC and expect things to go smoothly.

Thank you @dory99 for your suggestion, but the only time I do post on this forum is when no one responds to me, or as you put it "unreasonable lack of response" after multiple attempts have been made to sort things out with RBC/GFC.

hello
i have one question if you dont mind
i complaint about payout raging bull on askgamblers, casino dont pay my 250 usd about 3 month
İn the beggining they pay me after i complaint but now they not
and now my complaint on askgamblers is open for respond about 5 days i respond it
this situation give me freezing feels about this casino
can you help please
Thank

Hi zulkarneyn,

There should have been communication to you regarding your withdrawal. If there is a valid reason for not paying a withdrawal, you would have received a mail from the withdrawals team. Can you confirm whether you received any communication?

Anxiously awaiting your reply

Best Regards
Jason

I just registered for Malibu Club casino, and as soon as I attempted to sign in, it notified me that my account had been locked and to contact support.  This has been happening to me ever since I withdrew winnings from my DesertNightsCasino Rival account.  I had been given a $5 free chip, which I turned into $400.  I followed all the terms and conditions, and they cut me a check...but it seems, that ever since then, I've been put on some sort of list that blocks me from registering with any Rival casino.

Does anyone have any information about this? JasonFTA?  Why was my account locked immediately after registration?

Thanks so much

Hi drjugz,

Please confirm your username so that I can look into this for you. Rival works on an automated process that if your account has links to other accounts etc, it will automatically ban it when the process runs. Having said this, I will be more than happy to look into this for you.

Best Regards
Jason

My account doesn't have any links to other accounts - I've never registered with Malibu Club.  If you're talking one username / account FOR ALL RIVAL CASINOS that exist out there, then that's another story that I'm unfamiliar with.  Thanks for looking into this. My username Is DrJugz

Hi DrJugz,

I just checked the Malibu database and I see that you have a few accounts with the brand, There is an account that is open, the username to this account is: dpryor777

Let me know if you are able to login successfully.

Best Regards
Jason