Not answering on refund

Hello, I made a deposit on July 6th and since then I have not been able to enjoy my deposit because the casino still registered since my deposit in maintenance. I tried several times to speak with an agent and the casino asks that we describe the problem and that he will send us an email once he will have fixed the problem and this email never comes. I managed at least 4-5 times to talk to an agent who tells me that he will send my problem to the service. I don't remember which one but it doesn't get settled. I asked for my deposit to be returned and no response from them. It's been 10 days now since I made my deposit and I had no help from anyone on this casino and they still have my deposit but I can't play it because for 10 days since my deposit the casino is 24/24 in maintenance. What must I do?

I have been a member of Rich casino for years now and I have never been lucky enough to make a withdrawal. Finally I had a win and I had $54,000 Funds available for withdrawal. I was busy organising my documentation before making my withdrawal request. I went to log in and I now get a screen stating rich casino is not available in your jurisdiction. I have sent multiple emails to rich casino support but have not received a response from what I can see. I have called the casino number I found listed which is a non operational number. How can I get my winnings with not being able to open my account any more?

I have been playing at Rich Casino for years. My level at their casino is Master-VIP. Love their games. I recently won and built up a good balance.

There are no bonus conditions pending. All playthroughs have been done. I made multiple deposits over the last couple of months.

I have four withdrawals pending. My last withdrawal was processed on 08 December 2022.

My personal info has been verified numerous times by Rich Casino.

It took a lot of effort and mails/ chats to get the withdrawal of the 08 December processed.

Since then the Rich Casino has been ignoring me. I have sent loads of emails to [email protected], [email protected] and [email protected]. Almost on a daily basis. They have not replied to any single one of my messages,

The live chat team has lots of excuses and tell me to wait until the casino contacts me since they are very busy???

I am complying with all their terms and conditions.

This is not the way you treat your customers.

I would like an answer as to why they do not process my withdrawals and why they are bluntly ignoring me.

Hello AG team,

You are my last hope, in order to receive my cash balance from Rich Casino. I think they ended their business and scammed, completely, all their customers.

At first sight the website, seems fine, the problem is when you try to login. I am receiving, the following message, everytime i try to login: "Rich Casino is down for maintenance right now. We are constantly working hard on improving our services for you. Please be patient, the service will be back up shortly."

This is the situation for almost two weeks now. I tried to contact the casino staff - customer support and security team - but didn't get any reply. I bet that they will not give a damn to my complaint here. But I must try anyway because I feel totally scammed.

Thanks in advance!

Hello, I played here and won. I verified my account with the kyc procedurers and then asked to withdrawl. Some day later i see i can not log into my account it says its disabled. So I contact them via Mail and they say my account was closed due to several inconstiences found on it. i Asked what will happen to my fund but they do not answer. I am getting worried and I would really appricate the help since they are not responing to my emails.

I am disputing RichCasino’s decision to not approve withdrawal on the total amount of my recent winnings. I will provide screenshots from my RichCasino reconciliation page and the relevant Terms & Conditions from their User Agreement which outlines what is and isn’t a considered a bonus.

I’ll briefly explain the relationship between RichCasino and myself, and the events that led up to them refusing my winnings valued at $26,271 AUD.

I have had vip status with Rich Casino for quite a while and currently am the highest level they offer to players. I have an agreement with Ron the VIP Manager that for all deposits under 2000 I receive 20% cash back and anything over 50%. In the event I have incurred considerable loses he will manually apply real cash to my account. On the 26th of July 2022 I had made enough deposits for him to approve 300AUD “Real Cash”. This adjustment has the same classification as “Cash-back Bonuses” described in section 3.14. of their Bonus Rules.

I have never had any wagering requirements or max bet size on these Real Cash additions which could only ever be approved by Ron. They would always be added to my cash balance and I have never requested deposit bonuses due to the fact wagering requirements, bet and win limits would then apply to my winnings.

I have won several times with these Real Cash Additions in the past where I successfully withdrew LTC valued at roughly 2000AUD.

Also I had asked the question countless times if there was wager, bet or win limits on these additions and was always told there are no terms and conditions associated as it is “Real Cash” and not a bonus. And I’ll prove that in the screenshots that follow.

Please note that in the Reconciliation screenshots the 300 in which the disputed winnings came from does not appear in “Bonus Awarded” or “Bonus Detail” but in the “Manual Adjustment” section alongside cash back defined as a “Monetary Reward based on real loses”. Ron would not ever apply these Real Cash additions if I hadn’t made any deposits. And the amount he would add would be based off my deposit activity. Nowhere in their User Agreement or Terms and Conditions does it pertain to “Cash Bonus” that is based off my deposits which has no wager or bet size limit and a max withdrawal of 500. He has picked sections from multiple sub-parts and applied them all in his favour to avoid paying me.

My cashout request declined and money returned on my account...My account its verify 100% im send everything document. Not answer me on mail nothing. I'm send cashout 7 days ago. And I'm sending meil but not answer me.im succsesful deposited and wininig but my cashout today is declined. Please ask them as soon as possible what it is about because I waited 7 days and now they refused and returned my money. today I fenced and had the same profit and now I have €1067 in my account. .how long is the response waiting and when will I get your answer. please just contact them as soon as possible.

They rejected my request for payment and did not inform me or send me a message why the request was rejected. I had 3 deposits successfully paid.

Multiple delays in payments. First asking for verification then asking to fill out a voucher.

Payed me 1 payment then on 2nd withdrawal on the day of paying "randomly selected for an account verification". They keep mucking me around and its been at least 4 weeks if not longer since I requested my 1st withdrawal.

1st one 600 Aud (paid took 2-3weeks).

2nd one 900Aud hasn't been paid and they keep making excuses to not pay.

Submitted all my documents for verification purposes and submitted a withdrawal, waited 5 days for it to be cancelled saying I needed to email a bank statement,

Ok first point why didn’t they request it earlier, instead they purposely made me wait 5 business days for nothing only for it to be cancelled, 2nd point I already submitted the bank statement in the rich casino profile, however they insisted they need a seperate emailed copy, ok that’s fine but again why didn’t they ask for it earlier during the withdrawal pending stage, or even why didn’t they leave my payment on pending then ask for the statement, as I will do it immediately and the withdrawal can move to next stage, instead they don’t tell me anything, make me wait 5 business days then cancel my withdrawal then ask for the bank statement and make me submit a new withdrawal to wait another 5 business days,

Ok fine, so I submitted the bank statement and I even spoke to the support staff at rich casino named Tom, this time I asked him to assure that no other documents are outstanding, he told me nothing else is required and I re submitted the withdrawal and proceeded to wait 5 business days,

5 business days later it was cancelled again, apparently they needed more documents which was vouchers, this is ridiculous and when I say this I got no issues with sending them required documents I got everything they need, it’s ridiculous how they requested it, they didnt even bother to tell me that I needed the vouchers and just cancelled my payment and asked for it after wasting another 5 business days,

So why wasn’t I asked to do the vouchers when my first withdrawal was cancelled when they asked for the bank statements, instead they tell me everything is fine and just made me submit another withdrawal only to wait 5 business days to be told vouchers are missing,

Already re submitted a withdrawal for the third time after doing the vouchers and god knows what they going to say is missing this time

I got no issues with sending the documents it’s the way they purposely cancel my payment after waiting 5 business days over and over again to say something is missing, why didn’t they just ask for all required documents in one go or earlier in the withdrawal waiting time.