Good morning,
We hope you are well.
We have taken a look over your complaint the last few days while checking over all correspondence and I am now able to confirm that the following happened within talking to our Support team:
You first message was received on the 23/01/23: "Hi, are you a scam page? I have sent you various emails and all bounced back...I paid in 203 Euros and you added that money for no reason to a bonus account...why?" - We sent you a reply confirming that the reason funds had been added to a bonus balance was because on the 21/01/23 you were enrolled into a bonus of up to 2000 EUR Casino Bonus, which is not an automatic bonus applied but something that the player has to subscribe to and that was the reason why you did not have a real money balance, but a bonus balance as wagering requirements had to be met as per the terms and conditions, which Natalie our support team member submitted to you on 25/01/23.
In answer to your comment about:
a. they closed down my account -Your account was closed as per your request which was received on the 26/01/23 - "Dear Sirs, please close my account. I am addicted to gambling.
Also you stole my money by putting my deposit in a bonus account...203 Euros. Bad...Repay!
Best Sascha Frick" - Our support team put measures in place as per their policy when receiving an email advising of gambling problems and this then restricts the account from being able to play on any games/deposit and withdrawals due to the severity of an email received.
b. You are correct that on the 01/02/23 our colleague Aneliya checked within our technical team about your funds not being in a real balance account and this was rectified for you and confirmed as the following: "Hi ,
Thank you for contacting Club Riches Online Casino.
As per our communication, the bonus was cancelled and your real balance updated.
Your real balance is 197.5 EUR , your bonus balance is 0 EUR.
Should you have any further questions, please do not hesitate to contact us.
Regards, Aneliya"
You then advised that your account was blocked for withdrawals and this was because of the restriciton to your account as per the email a few days previous, which on the 03/02/23 Aneliya confirmed was now reopened and you would be able to request a withdrawal.
You advised you were still having issues being able to request a withdrawal and we continued to contact you and advise this account was opened for withdrawals. Aneliya confirmed that on the 15/02/23 your account was still active for a withdrawal, to which you confirmed you had been able to request one but had difficulty with a bank transfer, which does happen due to geo/location restrictions in your jurisdiction.
I can see on the 16/02/23 your withdrawal of 197.05 EUR was successfully released and nothing further was required from you.
We apologise for the inconvenience about the issues with attempting to make a withdrawal however due to a request about closing the account this then hindered you to be able to request a withdrawal immediately and due to the technical issue of the bonus funds not being made available as a real balance this also delayed your experience. We thank you for your time in allowing us to investigate everything that happened but we have been able to put this right and you did receive your funds.
We want to thank you for your time at ClubRiches and we wish you all the best for the future.
Kind regards
ClubRiches Team
