ClubRiches Casino - Player's account has not been blocked.

Hello everyone,

so i'm raising urgently this complaint since i don't find how to reach the live chat of this following casino it's kind of disappeared from their website. So i reached a total of 6850,65 € from casino plus i have a pending betslip which is still not settled. Since i'm a problem gambler i sent them an email to both email adresses help@clubriches.net and respectively contact@clubriches.com and i requested my self exclusion to avoid further gambling disorder and lose the money. So it has been now around one hour and still i didn't got a confirmation although they are stating that they around the clock available and i want to be sure that they execute my exclusion from all their services and i get the money withdrawn to my bank account according to their terms and conditions.

Dear rad234,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that it can take some time to process a self-exclusion request, especially when you send it on a Friday night via email. We usually give casinos around 3-4 business days to close players' accounts with requests like this. I agree that ideally, self-exclusion requests should be processed immediately, but not all casinos can enforce this on a software level.

Regarding your active balance - could you please advise if you have already requested a withdrawal of your winnings? Have you made any successful withdrawals before? Have you passed the KYC verification?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hey Kristina,

it's an urgent matter and they are stating that they are around the clock available which contradicts the fact since there's no more live chat provided at any time which’s totally strange. And i raised this complaint to be sure that i'll be protected in case something turns bad. No i can't request withdrawal since my account is still not verified but i uploaded all the requested documents for the verification. So the mainly theme is now to get my self exclusion's request executed and avoid further gambling disorder by not losing the reached amount ^^

I would like to thank you in advance for your understanding and cooperation and looking forward to hear from you as soon as possible.

Best regards,

rad234

Good morning Kristina,

so i got the news that my account got self excluded permanently but the problem now that i can't withdraw the money with bank transfer and i don't have other option although in the website they're offering a withdraw via bank transfer. Can you please help me solve this problem so i get the money withdrawn and put an end to this thing once for all. And yeah i'm fully verified now.

Best regards,

rad234

Good morning Kristina,

i have another issue to state since the case is still open and to get both matters treated and solved. So there was a live roulette round played on the previous friday the 20th around 12:00 AM. I wagered on 14 red where i put 125€ the ball hit this number but out of nowhere my bet got cancelled and i didn't got the payout which was 4500€. I raised the case to evolution gaming support where they provided me with this ticket number SD-2836995 so the case shall be further investigated since the employee did notice an abnormality with the round. Now the outcome of the case is already provided to casino clubriches but i did neither got informed about this matter nor got the amount credited to my balance. So can you please add this problem to the complaint to get treated too.

Many thanks in advance.

Best regards,

rad234

Thank you for the updates, rad234. Do I understand correctly that there is no option to withdraw your winnings via bank transfer? Are there any alternative withdrawal methods available to you in your casino account?

Could you please forward any relevant information and communication regarding the issue with the canceled bet? My email address is kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hey Kristina once again,

i sent you the email with the requested informations and so i'll be looking forward to hear from you back.

Many thanks in advance.

Best regards,

rad234

Thank you for the email. Unfortunately, the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. Therefore this doesn’t necessarily have to be the casino’s mistake.

I am afraid that if the casino is not able to process the withdrawal via bank transfer, the only thing I can recommend is that you chose an alternative withdrawal method.

Regarding the rejected bet - could you please advise if the money you bet (€125 if I understood correctly) was returned to your balance after it was rejected?

Hey Kristina,

regarding the withdrawal it's the casino fault since they are offering such a payment method and always when requesting the withdrawal a message pop up saying that i have to contact the customer support but in vain. So they have to inform me since the beginning that it's not possible and i can't withdraw to any of other payment methods stated either because of higher fees or i'm not used to them ^^

For the rejected bet yes it was returned to my balance but i'm stating the matter here not regarding the refund of the initial bet. I would like to know the outcome of the case raised and get a compensation for that because if it was a mistake from my part the casino would be more strict with it. So can you please bring some near information from the casino's side and help me withdraw the money with bank transfer ?

Best regards,

rad234

As I have already explained, sometimes it is not possible to process withdrawals to the preferred payment method. Many casinos are not able to process withdrawals via bank transfers not because they don't want to, but because such transactions were repeatedly rejected in the past by the banks from a certain country, so they stopped offering bank transfers for these players. I am sorry, but we cannot force the casino to process your withdrawal via bank transfer if this option is not available and again, I can only recommend that you chose one of the alternative withdrawal methods.

Furthermore, if the value of the rejected bet was returned back to your balance, there is not much more we can do. We do not mediate complaints between players and game providers yet. We could try to help if the money was deducted without giving you a result (win or loss), but it doesn't seem to be the case here.

Please, let me know if there is anything else I could help you with.

Dear rad234,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.