Complaint #257 Rich Casino

Will Not Self Exclude And Close My Account

By Kevin F.

5 years ago

Unfortunately, Rich Casino is trying to do the same thing to me that they did with their other website they had (which they have since shut down) and refuse to honour my request to be self-excluded and have my account permanently closed. Last time because they didn't do this, I deposited many more times.

I told them since they didn't want to help me out with my last issue and I believe they truly lacked in customer service and support I wanted them to close my account at Rich Casino and be self-excluded. So far, I have mentioned this to them 3 times, in 3 separate emails. Not surprisingly, each time they didn't even acknowledge I was requesting to close my account. They simply ignored it. This is the same thing they did in most of the conversation I had with emails I sent where they would usually ignore the questions I'd ask and write back about something completely different.

I want to close my account for the way they handled my previous situation and be permanently self-excluded forever. I knew they wouldn't do it from the very beginning. Asking for your help. See the emails I sent them and their replies in the attached.

Disputed Casino Rich Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

5 years ago

Dear @kevinf0000,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Rich Casino

• Representative

5 years ago

Hello,

Thank you for the quick reply!

Kindly note that once the account is closed you should not be receiving any materials from our side, yet you may still receive materials with links that redirect to our site from the affiliate you signed up through, hence our suggestion to unsubscribe. If however you are still receiving emails from our address, please let us know so we can investigate the issue.

As mentioned previously, your account has been closed since our first reply in this thread. We apologize for any inconvenience caused by the delay in the closing process.

Kind regards,
Rich Casino

kevinf0000

• Canada • 4 reviews

5 years ago

I have to reply to have this on record because it is truly stunning, yet not surprising to me, that Rich Casino continues to lie about this and is trying to make it seem like with the self-exclusion, they did absolutely nothing wrong.

RichCasino just replied stating that they didn't forward my request for self-exclusion because in my emails I had still had issues they were working out. That's a bunch of nonsense and a flat out black and white lie. It is true I had threatened a couple of times during the whole issue at the very beginning of this incident about closing my account if RC wasn't going to do anything about the lack of customer service I experienced. Once it became clear they were going to take 0.00% responsibility, I told RC since they ewren't even going to compromise, that I wanted to close and self-exclude. From that point, Jan 13th, as proof shows in the emails, I never asked for any $ back from RC because I knew it wasn't going to happen. All I kept doing was asking to close my account, something I knew, just like on SlotsVillage, you would have ZERO respect - something on your former site that my account was only removed from when the entire site was shut down, otherwise it would have never have happened.

On January 13th, disgusted that I had put down so much information only to get a reply with a couple of sentences, I told RC at the end of my reply where I was just stating facts and not asking for any further resolution or demands from them "Forget about it CLOSE my account and self-exclude me forever. I never want to have anything to do with Rich Casino in my life. Close my account permanently." Where on Jan 13th did I ask you for my money back or ask for any further demands? I didn't.

On the same day 5 hours later I simply replied "You still glossed over everything your chat people did wrong. Anyway, it doesn't matter anymore please self-exclude me from this site and any other site in your network. I'm gone. Never again". In this reply, I again did not ask for my money back or resolve anything as I knew it wasn't happening.

On January 14th, you replied, not surprisingly mentioning absolutely nothing about my request to close my account (something RC is very good at, answering emails with stuff the person doesn't ask about) and instead talked about how they gave me a free gift and to wanted to know if my preferences were playing with cash or bonus funds!!

On January 14th, I replied to that email telling you that since "I can't count on your support team, I want to close my account" and that "my preference, as I mentioned in my last email was to never play on your site again. You can close my account and self-exclude me immediately. Again here, I did not ask you for any further demands or money back. I knew it was over and was resigned to the fact.
It's obvious RC was hoping the steam would blow off and I would make additional deposits and come back.

I had given up days before, and I don't appreciate RC's further attempts to keep defending themselves on the self-exclusion issue.
I'm just honestly outraged that they think they bear even no responsibility that after 3 emails to request to self-exclude where I wasn't asking for any demands (proof is in the screenshots of emails) that they can reply back with a lie that I asked in the middle of other stuff all the proof attached to this email means nothing.

AskGamblers, this is exactly true about the SMS. Just how they are sending SMS post-self exclusion which they feel is appropriate because I can always unsubscribe on my end, this is exactly how they treat people when they want to self-exclude and close... their attitude is, and always will be 'well they could have not logged in and played'.

AskGamblers

• Support Team

5 years ago

Dear Rich Casino,

Considering that the player is under active Self Exclusion, any kind of promotional material should not be sent to the player, therefore we are kindly asking you to confirm whether the player's email and phone number have been removed from your text/email mailing lists?

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Rich Casino Complaint Stats

Resolved 92 / 97

Avg. Amount $3,154

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Rich Casino Complaints

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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.

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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!

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It is about 3600 euros I believe.

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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.

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