Complaint #289 Rich Casino

Refusal Winnings Dispute

By Extrasaucepleas

3 years ago

Message on forum

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.

Disputed Casino Rich Casino

Reason Declined payment

Amount $500

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rich Casino management acted in accordance with their Terms and Conditions. Player himself asked for a free gift, and acknowledged receiving a Free gift of 300 AUD from the manager afterwards. Since it was a Free Gift in question, it is considered as a Free Bonus Money, for which maximum cashout rule applies.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Extrasaucepleas

3 years ago

Hi again,

Can you please send through the entire live support chat log from 01/11/2021 till 26/07/2022 as it contains relevant information regarding this dispute.

Clearly you are not going to answer my questions or address the points I’ve made. So I’ll provide sections from your own website’s Terms and Conditions and Bonus Rules that prove I’m eligible to withdraw all my winnings.

RichCasino claims the 300 is “Free Bonus Money” and has a maximum withdrawal limit of 500 AUD.

Proof that the 300 was NOT “Free Bonus Cash”

2.1.1. “You will receive emails/SMS regarding special bonuses, if you are eligible”

“Only the recipient of such an email/text message is eligible for the specific bonus/offer in question”

-Never received a promotional email, just personal emails stating “Cash Added”.

-Have received promotional emails every time a free spins bonus is available which clearly outlines the terms, conditions and how long the promotion is valid for. These are offered even if no deposit has been made for several days.

2.1.6. “Wagering requirements for the free bonus money are 25 times the bonus amount”

-Never had wagering requirements or bet size limits associated with cash addition nor was it ever added to bonus balance. I didn’t receive a promotional email ever stating that this was a free bonus and although it has no wager, bet size limit, time restrains and it’s being added as “real cash” it has a max withdrawal limit of 500.

Proof that the 300 was applied as real cash and does not have withdrawal limit

2.2.1. “After you make a deposit, we will reward you with an appropriate bonus, if applicable. If you are looking for a deposit bonus, we will do our best to grant you the most suitable bonus correlated to your deposit and you will be able to use it straight away”

As mentioned I would only ever be granted said cash additions after I had incurred considerable loses. And they could only be approved by Ron the VIP Manager for RichCasino whereas “free bonuses” could be applied by any support agent via live chat.

On the 23rd of July I asked for a real cash addition as I was unable to deposit because a problem with the website. As you can see in the screenshot I was denied real cash and was given a cash bonus which did have wagering requirements and a max bet limits. It was also added to my bonus balance.

The 300 in question which the subsequent winnings originated, was anything but a “free cash bonus” as I had deposited roughly 5k in the 48 hours leading up to the time I received the bonus.

AskGamblers

• Support Team

3 years ago

Dear Rich Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statements. Please make sure to state all the relevant casino and/or promotional terms that can backup your statement, if any. Please send required information to support@askgamblers.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Rich Casino

• Representative

3 years ago

Hello,

We hope this message finds you well!

As you may know, we have many different promotions available for our members. The specifics differ for each in regards to max cashout or wagering requirements. If unclear at any point, you can always reach out to your account manager to clarify what the terms are for each promo or bonus you claim.

Concering past bonuses that were awarded as a cash balance, implying no wagering requirement or max bet, a greatly increased max cashout was specified, as in the screenshot of the email you posted.

In this particular case, you asked for something extra besides the cashback. Your Account Manger added this free gift to your account in good faith in order to reward your membership and activity with us, however it stands to reason that since no altered or increased maximum cashout was specified, it would fall under the standard free bonus rules. The only difference was that in this instance it did not come with a wagering requirement or a maximum bet, which already is a great benefit.

Should you require any additional help or information, please do not hesitate to contact us.

Kind regards,
Rich Casino

Rich Casino Complaint Stats

Resolved 92 / 97

Avg. Amount $3,154

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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