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Rich Casino -Rich Casino - Delayed withdrawals and casino not acting according to their weekly max cashout T&C

RESOLVED
Complaint Info
Disputed casino Rich Casino
Reason Other
Posted on September 14, 2020

After recent big wins at rich casino i made a withdrawal request for $4000 AUD in 26th August... At this stage i checked that all documents were in order and that my account was verified. i received 3 responses that it was indeed verified. i also enquired as to whether i could set up several withdrawal requests given i had a large amount in my account. I received 2 seperate messages as attached that this was ok to do... (see attached )
in the 2nd of September my withdrawal request was cancelled as were the seperate withdrawal requests as my account required further documentation being a credit card voucher and supporting ID .. this was provided immediately and accepted ... i then had to go through another 5 days to have my withdrawal accepted. during this time i questioned whether i why i was not afforded a customised withdrawal limit under my titanium status as per the conditions written ( see attached ) for which i still have not received a positive response other than i am only afforded this when i reach master status .. which clearly is not what is stated. I was told that if i make a purchase this would go towards my status being increased to master status . my response as expected was why when i have $100k in my account would i make further purchases until i get paid... As at today’s date i am still yet to receive my resubmitted withdrawal request that was accosted on the 7th of september originally placed on the 26th august and fear that i won’t see any of the money i have in my rich casino account.. As such i would like to have my case followed by ask gamblers and question why i was not afforded the maximum withdrawal as stated in their conditions. Given most online casino’s can process a withdrawal and deposit funds within 24-72 hours Rich casino surely should be able to do the same and given the delaying techniques being used should not be receiving positive reviews from any casino forum. I have documented everything from this experience and happy to provide any further information if requested... I’m hoping that this experience will be turned from a negative to a positive as i am reliant on these funds to survive ... many thanks

AskGamblers
Posted on September 14, 2020

Dear @Baoc1970,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

Posted on September 14, 2020

Rich casino have now honoured my withdrawal request although i would still like to question why given my vip titanium status that i am not afforded the customer withdrawal limit as stated in their conditions ... i keep getting informed that this is only available at master level which is contrary to what is stated in their conditions. It seems that the only way i can keep increasing my VIP to master would require i keep making deposits which was ridiculous considering at the time i had accrued over $100k in my account .... as stated in my reply to rich casino why would i keep depositing when i have plenty of funds in my account already .... obviously this is not what i would expect from an online casino given the sole purpose is to win money and when you win fair and square you get hit with every possible hurdle that prohibits you from withdrawing your money even when you meet their terms and conditions .... Given i was also advised by online chat that i could make multiple withdrawal requests whereby only one request will be processed each week i then get informed by their accounting department that this is not possible and that if multiple withdrawal requests are made they will all be cancelled and returned to your account ... the terms and conditions also do not state this it only states that if multiple requests are made only one will be reviewed and processed each week ... as such i don’t understand why they have
a maximum withdrawal option of $350,000 if the maximum withdrawal request is only $4000 .. the only way this could be possible is if there were multiple $4k withdrawal requests made up to $350k .... i think that these issues should be explained to users so as not to create further complaints moving forward as the terms and conditions as well as the advice from the online help staff is not in line with the accounting department

Posted on September 16, 2020

Hello,

Thank you for reaching out to us!

Kindly note that it may take up to 5-7 business days from the moment the withdrawal request is approved until the funds are reflected in your account. We are happy to hear that you have received your first withdrawal, and we would like to inform you that your second withdrawal is on the way already.

Please note that the VIP withdrawal limit largely depends on the account activity, and is a matter that you can discuss directly with your account manager.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,
Rich Casino

Posted on September 17, 2020

Thank you for the reply.. i guess that the readers can work out for themselves whether my questions were answered or not... My advice is play at your own risk and if you are a gambler be aware that if you win you will need to show restraint because in my 4 years of playing experience Rich casino like many others will do anything they can to make sure that any winnings will stay in your account as long as it takes for you to continue playing until most of if not all of your winnings get recycled. This is an obvious loophole in the responsible gambling laws that really should be addressed but is unlikely to happen....There is overwhelming evidence of this being the case not just on this website but many others....i challenge anyone to find any good news stories online about big wins being paid out or celebrated by Rich Casino or any of the others featuring in similar complaints lists...

the rules and conditions are very much in favour of the casino and you have no legal recourse to challenge them...The response above did not answer my questions it just highlighted the ongoing tactics that are employed to keep you from your winnings.... so be aware that the more you win the less likely you are to ever see it in your bank account...my experience with this situation is not just specific to rich casino but it’s the last time I will allow it to happen to again because no matter how often they are taken to task it’s always going to be the same outcome and will not change until the legislation is addressed and withdrawals are as smooth as deposits. I have no energy and now no money left to keep fighting this so all i can say is play at your own risk but find an online casino that has a published list of punters being paid out their big wins ... not just a list of recent wins that appear to be occurring live on their website because these are certainly not wins until they are in the players bank accounts.... Have a good read of my complaint and you will understand that neither of my questions relating to what’s written in rich casino’s conditions or the information provided by their online staff has been answered satisfactorily.

Posted on September 18, 2020

Hello,

We hope this message finds you well!

Kindly note that all of our Terms and Conditions are visible prior to signing up, from wagering requirements, bonus rules, as well as withdrawal limits and time frames. As per our Banking Page, we shall honor one payout approval per account, per review and per week. If you submitted more withdrawal requests simultaneously, only one of the submissions shall be subject to review. Your withdrawal requests were reviewed within the 5 business days from the time of the request, and were approved a week apart, one per week, as stated in the terms.

Both of your approved withdrawal requests are a testament to the fact that all winnings are paid out according to the Terms and Conditions you accepted when signing up. Please allow up to 5-7 business days for your second withdrawal request to be reflected in your account.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,
Rich Casino

AskGamblers
Posted on September 22, 2020

Dear @Baoc1970,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

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