The player from Germany was experiencing difficulties withdrawing her bonus winnings for an unknown reason. The issue was eventually successfully resolved with the help of the casino.
ClubRiches Casino - Player was struggling to withdraw her bonus winnings.
Amount: €3,000
ClubRiches Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
ClubRiches Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I signed up at this casino on 12/28/2022. Deposited €315 and used a 150% bonus. Since I couldn't see the sales progress of my bonus in my account, I asked several times in the chat.
at some point I managed to convert the bonus and won 3000 euros.
I have uploaded documents to my account that have not been verified to date.
Suddenly there is over 1000 euros in bonus money on my account, which cannot be because I have fully implemented the bonus. The chat isn't very helpful here and I can't withdraw my winnings!
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1 year ago
Dear dusty97,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account was verified successfully already? Have you received any confirmation about complete KYC verification?
Additionally, please forward a screenshot of your bonus history along with your complete game history. My email address is petronela.k@casino.guru.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
I have sent you an email.
I already uploaded documents on December 28th, 2022, but despite repeated requests, they were not verified
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1 year ago
Thank you, dusty97, for the forwarded screenshots. Unfortunately, most of them are too blurry. Could you please try again to send them in better quality?
...
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1 year ago
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The casino is suddenly no longer accessible via chat.
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1 year ago
Thank you very much, dusty97, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi dusty97,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite ClubRiches Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Good afternoon Dusty97,
Thank you for reaching out to AskGamblers and making us aware of your current case and I am sorry to hear of the experience you have provided here.
I can confirm that we are still investigating this case, it has been passed to our team including the screenshots you have provided here and once I have an update from the team I will be in contact.
I want to thank you for your patience with this matter, but I am unable to provide an update until our team have had the chance to investigate this matter further, but I want to assure you it is in hand.
Should you have any questions in the meantime, please do let me know.
Kind regards
Natalie
Club Riches Team
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1 year ago
"Thank you for reaching out to AskGamblers and Casino Guru - I can see that you have messaged on both platforms.
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1 year ago
Translation
It's not forbidden, is it?
it's just unacceptable that the investigation of the case is taking so long!
all the evidence is there to clear things up quite simply.
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1 year ago
Morning Dusty97,
Thank you for your message.
Our team have checked your account thoroughly and they can see that you have a bonus balance of 1493.60 EUR. The wagering requirements for this particular bonus is 30x the bonus amount (150 EUR) = 4500 EUR wagering requirement and so far you have wagered 1272.00 EUR.
The bonus amount will be available for withdrawal only after the wagering requirements are met.
Please keep in mind that at present your real balance is 1506.50 EUR (without bonus).
If you have any issues with withdrawal requests after meeting the wagering requirements please send through a screenshot and we will be able to assist further.
I hope this answers your query however, if you have any questions please let us know by contacting help@clubriches.net.
Thank you
Natalie
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1 year ago
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I wagered the bonus in full. Check the chat history with Saso!!! I turned over over 21000 euros
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1 year ago
Hi Dusty97,
Thank you for your reply.
Our team are currently this minute checking all communication that you have had in the past with our live chat team and we will look to reach out to you shortly.
They have asked if you could kindly send a screenshot of the error message you receive when trying to withdraw.
Thank you
Natalie
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1 year ago
Translation
I have no error message. I have wrong bonus balance because I wagered the bonus in full. As long as this false bonus credit is in my account, I cannot pay out the 3000 euros!!!
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1 year ago
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It's all taking way too long. There is evidence in my bethistory, in the chat histories that I fully wagered the bonus!!! It can't be that the clarification of the problem takes 2 weeks! Please finally solve this problem!
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1 year ago
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I have now requested a payout. My account is fully verified.
Now I am asking for immediate payout next business day as announced in your email. Please keep the complaint open until I have received my money.Thank you very much!
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1 year ago
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Thank you Casino Guru and ClubRiches Casino.
you can close the complaint as resolved. I have received my money.
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1 year ago
Morning Dusty97,
Thank you for your message.
I am pleased to hear you have received your money.
I want to thank you for your time with this case and I will now look to close from our side too.
Kind regards
Natalie
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1 year ago
Dear ClubRiches Casino team for your help with resolving the issue.
Dear Dusty97,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
