Complaint #2 Rich Casino

Payment/Blocked Account

By schism67

12 years ago

Message on forum

Hello...I am registering a complaint against Rich Casino.

I have been a member of this particular casino for more than a year, and as my account number/user name was transferred from my years of membership with Golden Palace/Golden Casino, I believe these casinos are in some way related.

To make a long story short, I play only Blackjack in what ever casino I am at, and at Rich, it is no different.

Now, I should probably offer up a positive towards this casino in that their support staff, through chat, is just that...very supportive. Also, the 4-5 times that I have submitted a withdrawal request, it has been approved, and I have received my winnings.

Now, fast forward to a few weeks ago. I was in the middle of a pretty good streak, playing multi-hand Blackjack, at a 10-100$ table. After an initial deposit of ~1100$, I got myself up to ~5000$, when I made my first withdrawal request, which was approved after the initial "pending" period.

I continued to play, and got my account balance up to ~13K, when, after the week waiting period, I submitted another withdrawal request, which was also approved, and I received my payout.

All good so far.

I then got my balance up to ~17K, and after a weeks time, submitted another withdrawal request. Here is where everything took a turn

My job takes me out of town for a couple days at a time, and when I got home, and logged into my account, I found that it had been blocked.

I called Rich's customer service line, and was told that an email had been sent to me detailing what the situation was, and why I was being blocked.

I checked my email...nothing.

I called back the next day and was told by my "account manager" that another email would be sent out immediately...well, that never happened either.

I called back and was put on the phone with some account/security individual, who basically informed me as to the content of this email that I was to have received.

So here goes...(and maybe I'm ignorant to this procedure)...but he said that my account was being closed, and my winnings negated, because in the eyes of the management team as well as security, it was perceived that my "betting style" as well as my "playing strategy", were indicative of an individual who was playing at their casino as something more than just a "player", who was there for the entertainment value.

They were afraid that I was playing in a way that was detrimental to their bottom line?

Hmm..not sure about that one. Especially at a 10-100 table, and the constant randomness of the game itself, I cannot see how ANY betting strategy, or "playing style" would ultimately erase any house edge

So there it is..my account is still blocked and there has been NO communication nor explanation from Rich since our last call.

I would love to attach a screen shot of my final balance when this all took a nasty turn, but I can't even log in to do that, and it has probably been removed at this point

Disputed Casino Rich Casino

Reason Declined payment

Amount $17000

Discussion

AskGamblers

• Support Team

8 years ago

Dear @schism67,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Rich Casino

• Representative

8 years ago

Hello,

Thank you AskGamblers for reopening this complaint and we would like to also thank the customer for his patience while we investigated this.

After a second review of the situation of the account we can confirm that our system at the time has detected high risk external flags caused by the use of betting patterns. Our Security team acted according to the rules of the site when decided to close the account as per rule 8.7.1 from our Terms and Conditions at that time, stating that “Any winnings made using advantage-betting methods shall be considered fraudulent and shall immediately become void”.

We like to think that every account created on our site is a partnership and would like to give a friendly collaboration another try. In order to resolve any disagreements or misunderstanding in an amicable manner, we decided to add the funds that have been deducted at the time of the account closure back to the account and, should you want us to, we will also enable it.

We hope to hear from you soon as we have tried to reach you multiple times now and we are looking forward to seeing you online. Thank you once again for choosing our services and know that we appreciate all effort put into solving this matter.

We rest at your and AskGamblers’ full disposal in case you have any questions or need any extra information.

Kind regards,
The Rich Casino Team

AskGamblers

• Support Team

8 years ago

This complaint has been reopened due to the declared willingness on behalf of Rich Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is happy to give these old cases one more chance for a successful resolution.

schism67

12 years ago

I am sorry to keep reiterating the fact that this complaint IS NOT solved by any stretch.

Believe me...I would like to have this issue resolved as well, however the proper resolution is one that Rich Casino refuses to acknowledge.

As far as being tumultuous, I bet that any one of Rich Casino's personnel would get mighty tumultuous if they were in my shoes and were told that they would not receive their rightful winnings, and have the only form of communication be a complaint forum.

As for my queries, they HAVE NOT been addressed, showing Rich Casino's complete lack of responsibility to that end.

To completely bolster my case, here is the EXACT "Fair Gaming" page from their site:

Fair Gaming

www.RichCasino.com has the expertise and professionalism of knowing the importance of establishing a fair gaming environment for its players.

www.RichCasino.com guarantees its commitment to fair gaming. Its professional, supportive, and secure environment allows for a winning experience.

In order to ensure that the performance of the “Dealer” (Powered by a computer at www.RichCasino.com) is truly random, a sophisticated RNG (Random Number Generator) is utilized.

The Random number generator has been tested by leading international accounting and auditing firms on www.RichCasino.com software, By running millions of game rounds and analyzing their outcomes, the system is being periodically tested to ensure its ongoing accuracy.

The average payout percentage, which is the percentage of total winnings to total wagered amounts, is reviewed on a monthly basis to ensure the systems ongoing randomness and fairness here at www.RichCasino.com casino.

www.RichCasino.com maintains a truly fair, transparent, and secure gaming environment and builds long-lasting relationships with our players. To demonstrate our transparency there is a unique, built-in game and financial history feature. Any player can review every wager s/he has ever placed, including the exact date and time, amount wagered, winnings, and detailed game results. The financial transaction history displays all deposits and withdrawals from the player's casino account. Both of these features can be accessed at any time while online.

This page from Rich Casino's very site, completely contradicts any notion they may have regarding my so called "advantage" betting style, or illegal game play.

Ask gamblers, or anyone on the planet with an internet connection, can feel free to see this section concerning fair gaming, on the site itself.

So in short, let me boil this complaint down for those at Rich Casino who still refuse to comprehend the severity of their actions, and continue to believe that somehow I am only on this forum to be tumultuous and frivolous.

I am filing this complaint for non payment of winnings that were EARNED LEGITIMATELY at Rich Casino.

My case has been proven with black and white text from their very site, as well as their refusal to acknowledge the facts surrounding this whole issue.

I will take this issue as far as it needs to be taken in order to receive the just outcome that I deserve.

Rich Casino Complaint Stats

Resolved 92 / 97

Avg. Amount $3,154

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Rich Casino Complaints

See all complaints for this casino

Casino does not work

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?

Unresolved

Account is now not available in my jurisdiction cannot login after years on the site with over 50k available funds in my account

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?

Unresolved

$54,000

Not processing withdrawal and ignoring my emails

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.

Unresolved

R212,000

Casino does' t allow login and does' t reply

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!

Unresolved

Not answering on refund

Hello I made an account and started Playing. Some days later my account was closed and I still have my deposit in balance left on my account.

They said they found inconsistencies. I asked for my deposit refunded but they did not respond and I have waited more than a week now, so I would greatly appreciate help.

It is about 3600 euros I believe.

Thank you

Unresolved

€3,600

Rich Casino - Account closed after withdrawal request

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.

Resolved

3,391

Refusal Winnings Dispute

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.

Resolved

$500

My whitdrawal of €1,067 declined

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.

Resolved

€1,067

Closed account after withdrawal approved

Hi,

After over a month of waiting for my withdrawal to be approved, I finally had my 2546 AUD withdrawal request accepted 2 days ago. However, today, I received an email from rich casino stating that my account was to be closed. I understand it is within their rights to do so as they have stated where they are allowed to do so for whatever reason, even though I haven't broken any T&C's. However, I find it wrong to be able to close my account when I still haven't received my withdrawal yet, meaning most forms of communications are cut off. I understand that it can take up to 15 business days for the withdrawals to be received, but I wish to use Askgamblers as a mediator and primary source of communication due to the unpleasant delays and arduous process that I have been put through for one withdrawal request. I don't mind my account being closed, but I want to ensure that I receive the requested funds as soon as possible.

Thanks.

Resolved

$2,546

Multiple delays in payment

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.

Resolved

$900