Complaint #39
Rich Casino
Multiple Payment & Support Issues
9 years ago
Hello.
I initially was advised of the bonus win and was unable to withdraw. After a few months I confirmed in online chat after playing over a long period of time that I had passed this "bonus win" period and confirmed again in online chat that I was able to withdraw the full amount following the verification process.
I had sent all details to their security team required. One week later I followed up to why I had not been approved or contacted and then am told at the exact same time from the "Security team email" and via the website messenger that i need to fill out a "voucher form" so i sent it immediately. (In addition I asked if someone would let me know if there are any problems in the future and the response was "YES")
5 days later still nothing and unable to withdraw. I again followed up with the chat room on rich casino and then I am told they do not accept electronic signatures. I also asked why no one had gotten in contact with me or emailed me and the response was "its not our responsibility to follow up on your paperwork".
After finally sending the voucher I get an email 2 days later (PS: I only get emails back from the Security Team after I message the staff on the website chatroom- other than that I haven't received a reply otherwise) The email advised not all my documentation has been received... I brought to the "Security Department" That i had supplied it all in my initial email.
Next problem I get an email about saying I need to provide information about my second credit card to which I do not have one. The "Security team" had written the exact same credit card number next to each other however 1 number was different which became clear that this company is trying to prolong paying the account.
I then called directly to bring all of this to a staff members attention and then became able to withdraw funds. I then withdrew the funds and purposefully asked;
"Will there be any more paperwork required" the answer was possibly.
"Will I be told if there are any problems" the answer was yes.
Its now later and I find the funds back in my Rich casino account and enquired why this time... to be told "You have not met your bonus win needs" I then request a manager call me asap. I am then messaged to contact my bank as this is where the problem is. I simply asked again please ask a manager to call me. They advised 30 mins. 1 hour later message again saying I have not received a call.
I then receive a call and went through my issues and was told that I was not able to withdraw as I had not met the Bonus terms. I had asked 2 staff members via phone and website chat and they both confirmed I was able to withdraw the full amount and did not play or redeem any vouchers past this point. I also addressed each and every issue I experienced and this manager said the best he could do was $200 out of the $1000 that I was able to withdraw. I said "I am sorry I should be able to withdraw the full amount".
This is ridiculous. I asked every question under the sun to the staff of Rich Casino to ensure their would not be any problems and I specifically had asked previously if I had passed the Bonus Win Period and also asked "How Much Can I Withdraw" and the answer again was Yes I had passed it and Yes you can withdraw all of it.
Staff are lying to customers, no one is following up or contacting customers as promised, managers are negotiating how much they can give and I am meant to be the customer..
Side note. When discussing with the manager about withdrawing fee's, he said I would be required to sign up for a third party online wallet to withdraw any funds what so ever. I brought to his attention through the withdrawal page their is an available option to bank deposit and he said No this is not an option we can not and do not do this.
This leads me to think that their "Withdrawal page" is obviously a non functioning page and again more lies and more walls to put up for the customer.
I initially was advised of the bonus win and was unable to withdraw. After a few months I confirmed in online chat after playing over a long period of time that I had passed this "bonus win" period and confirmed again in online chat that I was able to withdraw the full amount following the verification process.
I had sent all details to their security team required. One week later I followed up to why I had not been approved or contacted and then am told at the exact same time from the "Security team email" and via the website messenger that i need to fill out a "voucher form" so i sent it immediately. (In addition I asked if someone would let me know if there are any problems in the future and the response was "YES")
5 days later still nothing and unable to withdraw. I again followed up with the chat room on rich casino and then I am told they do not accept electronic signatures. I also asked why no one had gotten in contact with me or emailed me and the response was "its not our responsibility to follow up on your paperwork".
After finally sending the voucher I get an email 2 days later (PS: I only get emails back from the Security Team after I message the staff on the website chatroom- other than that I haven't received a reply otherwise) The email advised not all my documentation has been received... I brought to the "Security Department" That i had supplied it all in my initial email.
Next problem I get an email about saying I need to provide information about my second credit card to which I do not have one. The "Security team" had written the exact same credit card number next to each other however 1 number was different which became clear that this company is trying to prolong paying the account.
I then called directly to bring all of this to a staff members attention and then became able to withdraw funds. I then withdrew the funds and purposefully asked;
"Will there be any more paperwork required" the answer was possibly.
"Will I be told if there are any problems" the answer was yes.
Its now later and I find the funds back in my Rich casino account and enquired why this time... to be told "You have not met your bonus win needs" I then request a manager call me asap. I am then messaged to contact my bank as this is where the problem is. I simply asked again please ask a manager to call me. They advised 30 mins. 1 hour later message again saying I have not received a call.
I then receive a call and went through my issues and was told that I was not able to withdraw as I had not met the Bonus terms. I had asked 2 staff members via phone and website chat and they both confirmed I was able to withdraw the full amount and did not play or redeem any vouchers past this point. I also addressed each and every issue I experienced and this manager said the best he could do was $200 out of the $1000 that I was able to withdraw. I said "I am sorry I should be able to withdraw the full amount".
This is ridiculous. I asked every question under the sun to the staff of Rich Casino to ensure their would not be any problems and I specifically had asked previously if I had passed the Bonus Win Period and also asked "How Much Can I Withdraw" and the answer again was Yes I had passed it and Yes you can withdraw all of it.
Staff are lying to customers, no one is following up or contacting customers as promised, managers are negotiating how much they can give and I am meant to be the customer..
Side note. When discussing with the manager about withdrawing fee's, he said I would be required to sign up for a third party online wallet to withdraw any funds what so ever. I brought to his attention through the withdrawal page their is an available option to bank deposit and he said No this is not an option we can not and do not do this.
This leads me to think that their "Withdrawal page" is obviously a non functioning page and again more lies and more walls to put up for the customer.
Screenshot
