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Rich Casino - Deposit refunded but winnings void without reason

RESOLVED
Complaint Info
Disputed casino Rich Casino
Reason Declined payment
Posted on June 25, 2019

I have opened account with Rich Casino a few days ago. I am playing real, without any bonus from them.
I have deposited USD1,150 with them. Feeling lucky, I played a couple of hands of classic slots and table games. Lucky enough, I have a little winnings of just USD178.15 making the full total of just USD1,328.15. I stopped for a while to take a bath and wish to play afterwards.
Just after around 10 minutes, I try to login again and found out that my account has been disabled. Immediately I checked at my email and found that their security emailed me saying that there are a " few inconsistencies" found on my account. I have emailed them for further clarification, unfortunately, no reply at all thereafter.
This is a very rude action by this casino, first, they accept my deposit, when I am making profit from my deposit, they just locked it up and put some , which I considered as LAMB EXCUSE to reject your profit and disable your account .
I sincerely hope that Askgamblers could able to help me to find out the real reason what is going on with this casino. By the way, Rich casino owes me USD178.15 which they should pay me off, instead of just refunding my initial deposit only.
Thank you and best regards

Posted on June 27, 2019

Hello,

Thank you for getting in touch with us.

Please note that we looked into it and found that the inconsistencies found by our Security Department refer to the following rule in our Terms and Conditions:

2.1.12. Each User is allowed to open only one account. Use of more than one account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple account, all affiliated accounts of the User will be immediately cancelled including the cancellation of any transactions of the multiple accounts.

Due to the fact that you had more than one account open on richcasino.com, our Security team had to close the accounts in question.

Regarding the balance that you had on the account, please note that due to the fact that the winnings were issued from a bonus that was under wagering requirements, the said winnings are not cashable according to the following rule that can be reviewed on the Bonus Rules page:

2.2.3.1. To request a withdrawal, you must wager a minimum of 35 times the deposit amount and 35 times the corresponding bonus amount.

Thank you for your patience and understanding.

Kind regards,
The Rich Casino team

AskGamblers
Posted on June 28, 2019

Dear Rich Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

Posted on June 28, 2019

Dear Rich Casino,

Thanks for your reply.

Your accusation that I have 2 accounts with your casino is somehow I am unsure. Nevertheless, I believe I never deposit to your casino before this locked account.

Regarding the money deposited, I am playing real and do not take a single cents of your bonus. So, you accusation (Regarding the balance that you had on the account, please note that due to the fact that the winnings were issued from a bonus that was under wagering requirements, the said winnings are not cashable according to the following rule that can be reviewed on the Bonus Rules page:

2.2.3.1. To request a withdrawal, you must wager a minimum of 35 times the deposit amount and 35 times the corresponding bonus amount.)

IS NOT APPLICABLE in my case. I am playing real, no bonus, so, what's wagering requirement I should meet?? This is false accusation.

In conclusion, Rich Casino should refund my winnings of USD178.15 and get the case closed professionally.

Thank you and looking forward your favourably reply.

AskGamblers
Posted on July 1, 2019

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Rich Casino management in regards of this complaint to confirm and justify the casino actions.

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 player that further assistance on this matter could be requested from the relevant regulatory body.

Rich Casino Complaints

  • 77 of 77 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 2,976 USD avg amount

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