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 Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 76 out of 78 complaints in this category have been resolved.

This operator's average complaint duration is 9 days, while the average duration across all operators is 8 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?

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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?

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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.

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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

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Rich Casino - Account closed after withdrawal request

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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.

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My whitdrawal of €1,067 declined

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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.

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Closed account after withdrawal approved

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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.

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

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

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