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Rich Casino - Stalling payment

AM7957 United States
posted on September 27, 2016.

I was seduced and bullied by this company's cashiers to bet more and more money stating that I was a VIP and I would be eligible to win. When I finally did win ($7000) they refused to pay saying that I was not a VIP and in fact I could only have $500 and the other money disappeared and was taken from my withdrawal screen never to be seen again.
After 3 weeks of submitting the same documents over and over again, they said I would get the $500 and now its been 3 weeks and I still have not seen one penny of this money.

posted on September 29, 2016.

Hello Angela,

After looking over your chats we can tell you that you were neither bullied nor pressed to deposit. Mostly you deposited on your own, without a deal from our colleagues on chat. But from time to time they did talk with you and presented the daily deals as well as our current Tournaments.

Please also note that we noticed that you never encountered problems when requesting free bonuses – all were added on the spot. You took advantage of all the perks that we could offer.

Also, your VIP level did not increase, buy you were offered in chat a VIP promotion that would have helped you raise your VIP level. Which you declined. Therefore your VIP level remained the same: Bronze.

Please refer to point of our Terms and Conditions: VIP Bronze level Members have up to a €1.000 maximum weekly withdrawal limit;

We have carefully looked over the chats you have had since the 16th – when you won a beautiful amount, but unfortunately you could not submit for the payout request since you were missing the required documentation.

As per point 4.18. in our Terms and Conditions you must send the following documents before submitting a withdrawal request:
4.18.1. Valid government-issued photo identification card;
4.18.2. Copy of a recent utility bill no older than three (3) months prior to the submission date;
4.18.3. Front copy of the Card(s) used to fund the Account.
4.18.4. Credit/Debit Card Vouchers of all cards used in the past six (6) months;

Since you contacted us on chat right after you sent the documents, we gave an extra push for you and the documents were reviewed and approved the very same day, allowing you to place your winnings in pending.

As per point 4.5. of our Terms and Conditions:
4.5. Withdrawal requests are reviewed every day, from Monday to Friday, within 72 hours from the moment you have placed a withdrawal request on your Account. Once approved, a withdrawal request will be finalized depending on your preferred payment option, as follows: between 24 and 48 hours for Neteller, Ecopayz, and Skrill and between 5 and 10 business days for E-check, Papercheck and Bank wire.

You requested the payout through E-check. However, you did not provide us with the required payment information in order for us to make the transfer. This is the reason why unfortunately, on the 19th, your payout request got declined.
Please refer to point 4.21:

4.21 Update Payment method: Rich Casino solicits from all Members the corresponding information of their preferred withdrawal method via email to accoun­tin­[email protected]­ich­cas­ Rich Casino shall not be held responsible in the event of a Member providing incorrect information that may result in the payout being sent to the wrong Account. For this reason, the information cannot be provided via a chat or phone.

After you sent another email with the required information, our Accounting Team noticed a discrepancy between the information written on the check you provided and the information typed in the email. This is the reason why you were asked to reply to the email with the correct routing number, so we can have a written confirmation from you that we are sending the money to the correct account.
Your payout was reviewed and approved on the 20th and you received an email informing you of the matter. And of the fact that the remaining funds were placed back in your balance, again – as per point

Several days after, you informed Accounting that the funds did not yet reach you and you were asked to confirm again your routing and account number. Only to discover that you initial statement that we can use either one of the account numbers that you provided us with, since they were both valid, was false. Only one of them was correct. But the mistake was quickly rectified and the winnings were sent, yet again – this time to the correct account number.

Also, as per point 4.5.:
4.5. […] Once approved, a withdrawal request will be finalized depending on your preferred payment option, as follows: between 24 and 48 hours for Neteller, Ecopayz, and Skrill and between 5 and 10 business days for E-check, Papercheck and Bank wire.

We also noticed that on the 20th you placed another payout request, which was canceled by you on the 21st. All the funds were deposited back into your account and afterwards played.

We can confirm that on the 20th when the remaining funds were added into your account, you placed the aforementioned $500 in pending and started playing the “Kings & Queens” game with a balance of $4000. You tried several games, but lost most of your balance playing Electronic Roulette and “Fruit Slots”. On the 21st you canceled the $500 pending payout request and started playing “roulette Crystal” where you lost all your balance.

We hope that this has clarified the matter and also the fact that we have done everything in our power to assist you and get the winnings on their way to you. Once again, as mentioned in Terms and Conditions, should we have everything on file, documents and wire information, the process runs smoothly and it is very effective.

For future withdrawals, that we are confident that you will make with us, please keep in mind that we are on chat 24/7 and we are always at your full disposal for any kind of question or concern that you might have.

Kind regards,
The Rich Casino Team

AM7957 United States
posted on September 29, 2016.

This is in response to Rich Casino.

First of all, it is bullying! You stated that I mostly made the deposits on my
own, yet everytime I did, it was never enough. As soon as I did the cashiers
would come on and tell me that I should make another deposit for $200 and then I
would have $1000 and this happened every single time I made a deposit! THIS IS

As far as bonuses go, I only received possibly 2 extra bonus chips because the
other bonuses came with the deposits. They just were not enough deposit to
satisfy your greedy cashiers.

As far as the terms go - these were manipulated at will and I asked for proof
mulitple times of my VIP and deposits and I still to this day have never been
shown anything that you might make up and say it is that amount.

Second: I provided all payment and authorization information over and over and
over again. I have proof of the emails. I was told (by those same cashiers) to
send it to support and then send something else to accounting and I did this
over and over and everytime, there was still some something else. THIS IS THE

I even took a phone call for verification purposes! I was told I was all clear
and then the next email says you need something else.

THIRD! I provided all the correct payment info. I told you to use the top
routing number if it was a direct deposit and the other if it was not. AND then
you used the wrong ACCOUNT number (off by one number) which DELAY DELAY DELAY

AND I did not cancel the $500 pending request for what had already been sent -
that was a second one I tried to start and was told that I could not have it.

The point being - no matter how fancy you write the terms, the way you say I did
whatever, I STILL DO NOT HAVE THE LOUSY $500!!!


Angela Murphy

AM7957 United States
posted on September 29, 2016.

You still owe me the $500! And I still don't have it!

AM7957 United States
posted on September 29, 2016.

Today's response? We had all the account numbers right and yes you are going to get $500 but you need to have patience. It takes another 12 days!

See???? This is ridiculous! And fraudulent!

posted on September 30, 2016.

Dear Angela,

Please note that you were not approached in any way with the purpose of making you to deposit. The message that you see in the games when you do not have an available balance is an informative one that is meant to let you know that you need funds if you want to continue playing.

On the same note, whatever deposit amount you want to deposit, as we want you to always be informed on every aspect, you can see before depositing the extra deposit bonus amount that will be added on your account. Once again, this is for you to be aware of all the perks that you can take advantage of.

According to your VIP level, $500 were already approved and are on your way to you. Once again, as confirmed on chat and on this thread, it may take up to 12 business until the funds reach your account. According to our calculations, the funds will reach you in a matter of days.

Regarding the paperwork, all information is out in the open, on the site, as transparency is a very big point to us. All documents are listed and it is indicated where they need to be sent (Security, and payment information to Accounting).

About the payout request you are correct, after the $500 payout request has been approved, you made another one that you the next day cancelled. But once again, you will receive the winnings very soon, and you could have continued withdrawing every week, according to your VIP Level, should the winnings not been put back into play.

As usual, any information that you might need, please do not hesitate to contact us, as we are available 24/7 on chat and always more than happy to help.

Kind regards,
The Rich Casino Team

AM7957 United States
posted on October 1, 2016.

Well I want to say that it is crap to tell me now that I could have withdrawn every week because I was told exactly the opposite.

REGARDLESS, the money finally showed up but it still isn't $500. It is only $490 so you kept $10 more of my money!

I am sick of this!

posted on October 1, 2016.

While we could understand player's frustration because of the delayed payment, we maintain zero tolerance when it comes to the usage of disrespectful or offensive language towards casino representatives.

We would like to ask player to refrain from this kind of posts.

posted on October 3, 2016.

Dear Angela,

As mentioned in our previous answers, the withdrawal limit is weekly, therefore you would have been able to withdraw every week, however you chose to put the winnings back into play.

We also confirmed that the approved withdrawal funds were already on their way to you, which proved to be correct, thus proved that we go by the book, always follow the rules that are posted on our site and will absolutely never do otherwise.

Please note that according to our Banking page, for any ACH Bank Transfer the minimum withdrawal amount is $100, while the corresponding fees for this option are as follows: $10 for amounts below $1000 and $20 for amounts starting with $1000.

The fee will be applied by the third party services that make the actual transfer possible. Unfortunately there is no way to overpass that fee, as it is not applied by us, but we did add a little gift to your account to make it up for the hassle.

We are available 24/7 on Live Chat and we are ready to assist you with any questions or concerns that you might have.
Thank you very much for your patience and understanding and we hope that you will enjoy your winnings. We wish you many more!

Kind regards,
The Rich Casino Team

AM7957 United States
posted on October 4, 2016.

Paid/ Resolved

posted on October 4, 2016.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.