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Rich Casino - Closed Account & Blocked Balance

REJECTED
posted on February 8, 2018.

Hello! I need some assistance please. I'm an avid gambler, and last night I joined a website called "RichCasino.com". I'm always on the look-out for new online gambling sites and always try to do my research before I join one. I guess I did not do enough research for this website because I think they scammed me. I made my account last night, gambled a bit, and gambled some more today til around 3 PM. First off, I noticed (until it was too late) that my "cash balance" kept increasing when I started to play a game, but then I realized it was actually bonuses the casino was giving out - I did not ask for these bonuses and believed it was MY money increasing, but it wasn't. Once I realized this, I had lost quite a bit of my own money so I messaged the live chat person and asked them to cancel all the bonuses and I did not want to receive any bonuses and just wanted to use my own money that I deposited. The person said okay. However, they lied because I kept seeing bonuses being added. I went on my account and had to manually cancel these bonuses (more than once!). I also noticed some faulty games but I won't go into detail with that. Long story short, I lost a LOT of money due to these complications and confusions. I deposited a total of 1000$ (canadian) to play these games. I was left with about 100 (give or take 5 or 15$) at the end and decided to take a break. I logged off. Then I tried logging back in and my account was "not recognized". I clicked on the "forgot details" section and my email and account name was STILL not recognized. How is it that I was just logged in to the site about an hour to two hours before these attempts and then an hour or two later I was not able to access my account!? I think they froze/blocked my account. I have NO access to my account now and STILL had my own money in there! Along with my credit card information in there and I REALLY do NOT feel comfortable now, especially since I cannot go back in there to CANCEL my account, at least! I have tried contacting the online support team and NO responses. I am kind of at a loss for words... this has never happened to me before and I am very shocked and disgusted. I REALLY want this issue resolved as soon as possible and I need help doing so, please. My goal is to get whatever money I have left in my account withdrawn back to me, I would also like my credit card information to be removed from their website entirely. and if possible (but I doubt this will even happen), I would like all my original 1000$ (canadian) that I deposited into this scam site back. Please give me information on how to proceed next or what to do.

posted on February 9, 2018.

Hello,

Thank you for letting us know about this issue.

We have forwarded the matter directly to our VIP Manager as we hope that you will give us another chance to show you that we are here to make sure that everything you need is taken care of as quickly as possible.

In regards to not being able to log in, please note that your account is enabled and has never been otherwise. We experienced a temporary technical issue that prevented you from logging in, for which we sincerely apologize. As a token of our appreciation and to make it up to you for having to go through this we added a $1000 cash reward to your account and we noticed that you were able to put it into play. Please note that the amount is cashable and has no restrictions or playthrough.

As an extra perk for your account, we also enlisted you in our loyalty program that offers you 15% weekly cashback insurance, based on the deposits made in the previous week and also for the monthly loyalty we will offer you 20% cashback. For more information about it and for any questions that you have, please speak to us on chat where a dedicated team of VIP managers will always be ready to assist.

We hope that you will decide to give our site another chance and we will take it as a chance to prove to you that our main goal are our members and offering them the best services.


Kind regards,
The Rich Casino Team

AskGamblers
posted on February 9, 2018.

Dear @nektaria07,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

posted on February 10, 2018.

The issue has not been resolved yet, because I am still waiting to be "verified" in order to withdraw my money. I do not know how long this will take. ?

posted on February 12, 2018.

Hello,

We noticed that you checked the information on chat as well, all your documents have been approved except the Utility Bill. As soon as you send one that has been issued in the last 3 months, in your name and under the address that you have on your account (a bank statement can be an alternative for example), you will be able to place your payout request.

Kind regards,
The Rich Casino Team

AskGamblers
posted on February 15, 2018.

Dear @nektaria07,

Please let us know if you have cooperated with the casino and sent the required paperwork. Keep in mind that in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

AskGamblers
posted on February 19, 2018.

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

The complaint is being rejected due to submitter's inactivity and the case is now officially closed.

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