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Rich Casino - Won't Restore Account Balance

RESOLVED
ktran09 United States
posted on March 17, 2017.

I made a deposit of $25 with the intention of only playing in the live dealer casino and that was all that I did. I only played in the live dealer casino and did not touch or use any bonuses of any sort. I played with just the $25, the money that I deposited. I did not play any bonus money or anything like that and from the $25 that I deposited, I won up to about $180. Then the live dealer casino went offline because of their daily maintenance so I was back into my account. While waiting for the live dealer casino to be back up, I went to look at the options in my account and clicked on withdraw. I got an error saying that I had some bonus that I needed to clear. Then I saw that my balance from the main page was reading $225 instead of the $180 I had earned. I figured it was some bonus or something. So I contacted customer service asking if that bonus could be removed because I would like the option to cashout my winnings if I do win. Then the customer service rep removed the entire balance of $225, leaving my balance to be $0.02. How could this be possible? All the hard work I did all night to finally win $180 and you guys just take it all. Then he put back $25 in the account which of course I still did not agree. Then he put in another $135 which still doesn't equal to the $180. Now my balance reads $160. When I went to the live dealer casino again, my balance still only reads $0.02 then I went under my account statement and discovered that the $160 that he just put in my account was "offer bonus" money. This is driving me nuts. And even after chatting with a different representative who was also rude. I hope to find someone who can actually understand what I was saying or someone who can look into my account and go over the transaction history. I'm somewhat glad that I didn't deposit much and a winning of $180 is not very much either and I CANNOT believe the casino just took it from me like that.

Bottom line is that prior to contacting customer service for help, my account balance had about $180 that could be played in the live dealer casino which I believe it has no bonus money attached because bonus money cannot be played in the live dealer casino, am I right?
And after contacting customer service for help, now my account shows a balance of $160 of just "BONUS MONEY" and when I went back to the live dealer casino, it reads my balance as $0.02 which was the amount before I made my last deposit.

I was having a good time playing in the live dealer casino and having a $180 balance now it's $0.02
and I didn't even lose it to gambling. A lot of online casinos appear to be scams and this made me feel like I just walked into one.

posted on March 20, 2017.

Hello,

Thank you for contacting us.

We have investigated this issue that you have experienced, and from the evidence found, it appears that you have made your last $25 deposit on Friday the 17th of March.

As mentioned by you in the previous text, you went straight to play the live dealer games after the deposit was approved. We do offer the possibility for our players to play with no wagering requirements on the deposit made, by playing with no bonus attached. However the deposit bonus is added automatically when you make your deposit. In your case specifically you haven’t requested any of our agents to take that off when you made the deposit.

You have started playing, won on the live dealer games, and only after you won, you have decided that you don’t want that bonus, which was two hours later. We do not take off bonuses after you start playing the games because this might mean that you were holding it as insurance in case your game didn’t go so well in the live dealer games.

We did make an exception and tried to resolve this issue since you haven’t touched the bonus balance.

The chat agent you have contacted, acted in good faith and tried to assist you with this problem and your balance was back into your account as cash by the end of the day in full winnings amount $180.

Please keep in mind that we cannot remove deposit bonuses once you have started playing and if you make any future deposits, please feel free to contact one of the chat agents, for the best available deal.

If you have any other concerns or questions, please do not hesitate to contact us via email or on chat, as we are available 24/7 for our customers.

Best regards,
The Rich Casino Team.

AskGamblers
posted on March 24, 2017.

Upon the Rich Casino last post and the fact that player went straight to play the live dealer games and didn't ask for bonus to be removed once deposit was approved, AskGamblers Complaints Team considers that Rich Casino has acted accordingly, and moreover in the spirit of good faith, Rich Casino even tried to assist the player and gave him second chance.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind the player that further assistance on this matter could be requested from the relevant licensing authority responsible for Rich Casino.