Complaint #2 Rhino.bet Casino

Live Casino fault and not paid out correctly

By terryl

3 years ago

13 days I reported a serious fault with a Live Casino game called Boom City that occurs during a bonus round called “Lucky Drop”. The 3rd party game provider is pragmatic play. The fault resulted in being paid out £120 instead of £4020 a difference of £3900.

Timeline of events:

23/09/22 11:09: Fault occurs

23/09/22 12:44 :A screen recording is sent to rhino which clearly shows the game flow and the incorrect payout being issued - video can be found here: https://drive.google.com/file/d/1mlpPwKneWccLOe4AJR4Ygfg-vjoAUXwo/view?usp=sharing

23/09/22 13:23: RESPONSE from Rhino stating they will investigate

I also note at this point my account has been suspended and I can login.

24/09/22 23:02: A chaser email is sent to Rhino asking for an update - NO RESPONSE

26/09/22 21:48: A second chaser email is sent to Rhino asking for an update - NO RESPONSE

26/09/22 22:25: An escalation email is sent to their Senior Supervisor compliance email address, as is stated in their Terms and Conditions - EMAIL IS RETURNED AS UNDELIVERABLE

28/09/22 12:01: The escalation email is sent to the standard customer service email address - NO RESPONSE OR ACKNOWLEDGEMENT OF COMPLAINT

30/09/22 13:02: Chaser email sent to ask for an update and acknowledge my complaint - NO RESPONSE

04/10/22 16:08: An email is sent regarding a different subject enquiring why they have suspended my account

04/10/22 16:22: RESPONSE rhino state they have sent me an email that requires a reply (untrue)

04/10/22 17:10: Ask for clarification

04/10/22 17:27: RESPONSE rhino now send me an "enhanced verification request" that requires me to send bank statements etc

04/10/22 17:30: I reply stating this is the first time they have sent me this and I again ask them what is going on with the investigation into my fault - NO RESPONSE

In summary: it's been 12 days since I reported a serious fault to which I have received no explanation (or the funds that are due) additionally they have failed to respond to any chaser emails or acknowledged my complaint. They suspended my account immediately when I reported the fault, they did respond recently to the query about this stating it was due to a new enhanced verification request but continue to ignore the fault. I fear that they are using this request to not pay out/ignore the fault.

Note this complaint is also to raise awareness to other players about the fault that exists with this game (it is still being offered to customers) and you can see that people are still experiencing it <link is missing>

Disputed Casino Rhino.bet Casino

Reason Missing Funds

Amount £4020

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

terryl

3 years ago

With regards to the casino’s response.

This is factually incorrect - they did not go “above and beyond” nor did they put the “customer first”.

I had to contact them on over 10 separate occasions and in their final response they still said there was no issue.

It was only after I logged a complaint with the Betting Adjudication Service (IBAS) that they suddenly resolved the issue and paid out the required funds.

Separately I told them I had logged a complaint on this platform but they chose to ignore this until now (over 3 months later).

I also attach screenshot of the communication regarding their final response - incorrectly stating there was no issue.

It should be clear to anybody reading this complaint about how they treat customers.

AskGamblers

• Support Team

3 years ago

Dear @terryl,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Rhino.bet Casino

• Representative

3 years ago

Hello,

first of all I would like to apologise for my late response. There was some what confusion and we hadn't noticed that this was posted here. I would like to apologise to our customer for any inconvenience but I am sure that he has already resolved this and has received the funds that he should have received.

Our team went over and beyond to contact the slots provider and investigate thoroughly the incident and once it was clear that the customer is right, all the appropriate measures took place in order the customer to be compensated and receive his funds.

I would appreciate to have this resolved, and I was hoping that the customer would have resolved this matter once he received his funds - as we didn't have proper visibility of this complaint.

We are Playbook and Rhino.bet always put the customer first, and we do strive to provide the best experience possible.

Once again I apologise for the late response, please consider this as resolved.

Thanks

Playbook Affiliates.

Rhino.bet Casino Complaint Stats

Resolved 1 / 2

Avg. Amount $4,714

Avg. Complaint Duration 2 days

Avg. Response Time 2 days

Rhino.bet Casino Complaints

See all complaints for this casino

Withdrawal rejected account suspended

Hello. I won £3500 on rhino.bet casino and after I requested withdrawal my account was immediately suspended and now is even closed.
My account was successfully verified in August 2023 as per email from rhino confirming that my account is verified. They asked me to verified myself again to proceed the withdrawal so I sent them selfie of myself holding my ID and since then nobody answering to my emails at all.

Unresolved

£3,500