ClubRiches Casino - The player's withdrawal is delayed.

my documents have been verified but they delayed my withdrawal

Hello Dikasragen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ClubRiches Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

January 26, my account is fully verified. I collect my winnings with real money.

last 27th january they answered my email after that they didn't answer back..they ask for my id data after success they ask for my address after success the withdrawal verification remains pending..please help to contact them and cash out my winnings

thanks

Hello. clubriches is a total scammer… i withdrew my winnings they didnt pay…. they also eliminated my remaining balance... so please review this casino there are members winning but they can't pay.. my withdrawal was canceled my balance was obliterated

I don't find it interesting 67296 rupees.. but they eliminate..

they blocked my account from the game its really annoying

they left my balance as it was at the initial deposit..all my winnings almost 68000rupe they lost..they commit real and massive cheating.. very embarrassing

hello, they clubriches only returned my initial deposit.. all my winnings were taken by them... they casino scammers have the heart to rip off members' winnings

Hello Dikasragen,

Could you please advise if you have any active self exclusion period in any other online casino or gambling license?

no I have no self-exclusion at any other casino…clubriches casino blocked my account and didn't pay my winnings… all my winnings were deleted my balance was all gone… they just refunded my initial deposit…

Hello Dikasragen and thank you for the information provided so far. As we will require more details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

do i need to message michal…or just reply here….

will clubriches pay me? I'm already pessimistic... they only want to take players' money but don't want to pay players' winnings for various reasons

Hello Dikasragen,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite ClubRiches Casino to join the conversation.

Dear ClubRiches Casino,

Can you please provide more information regarding the player's voided winnings and blocked account?

If the information can't be shared publicly please sent them including any relevant evidence to me at michal.k@casino.guru

they are clubriches casino are looking for reasons for the defense ... they said that I violated their rules, they said I used fake data.. obviously I sent ID and passport for verification and verification was approved..so on what basis do I use fake data...the point is they don't want to pay members' winnings...they just return my deposit, the rest they rip off my winnings

Good morning,

Thank you for your messages above and I hope you are well.

Your case was originally presented to us on the 23/01/23 where you asked for help with a withdrawal: "help me withdraw my withdrawal is still pending and help verify". We requested and confirmed that in order to receive your withdrawal you will need to send the required verification documents. Our first reply to you is provided below:

"Hi Dika,

We need a Utility Bill of the address that you live in issued in the past 3 months - it can be bank statement, phone bill, electricity bill, etc.

This is needed to proceed with the verification of your account.

Should you have any further questions, please do not hesitate to contact us.

Regards,

Aneliya,

Club Riches Online Casino Support"

You then uploaded documents that highlighted to our Verification team an address mismatch and you were asked to provide sufficient reasoning on it, you response was: 25/01/23 "I used to write the wrong address because I was in a hurry to fill it in" - we then asked for further documents containing the correct address and details which you were not able to provide. Your last communication about this case was: "so I beg you all to help write down my address on my account as well as process all my withdrawals.. I have verified all my identities and addresses so there is no reason for you to delay withdrawing my funds"

We advised multiple times to you that we would need this address mismatch and verified documents to ensure you would get your withdrawal, but unfortunately nothing further came to us over the next few days. We escalated it to our verification team and tried to help you receive these funds with one colleague seeing if there was anything else that could be done.

After further investigation the team confirmed that there had been a violation of Terms & Conditions and as a gesture of goodwill they refunded your original deposit amount, cutting the winnings.

30/01/2023 - "Good afternoon, 

Thank you for reaching out to ClubRiches. 

I have spoken with our verification team and after further investigation I can confirm the following to you:

Your recent withdrawal request has been declined with your winnings being retained/cut with immediate effect and your account will be closed due to terms and conditions violation (C. Registration/Betting account point 8).

As a gesture of goodwill to you, our team have confirmed that they would like to refund your deposit and therefore your account remains open for you to request a withdrawal of the deposit you made. 

Please would you be able to let me know when you have requested this deposit only withdrawal and I can then inform our team for processing. 

Should you have any further questions, please do not hesitate to contact us.

Regards"

We then supported you in making sure you were able to request the deposit withdrawal amount, which you confirmed you had been able to do successfully.

We are not in a position to reactivate your account or provide further funds to you, but we do appreciate you reaching out about this but as per the terms and conditions which is available on sign up this is part of our verification procedure.

Thank you

you have many reasons... it's clear that my account has been verified by id and address, you still delay the withdrawal and I send an email to you, I send my address document, but you don't respond... then you make the decision to cancel my win because of a violation...Last time I emailed you but you didn't respond…you said I didn't send my address…..The point is you guys don't want to pay for my winnings and say I committed a violation... even though before you said I committed a violation my account has been verified by my ID and address... then on what basis did I commit a violation... why are you waiting for me to win playing then you say that...

This is proof that my address has been verified before you say I committed a violation

Dear Dikasragen,

Do I understand correctly that you have filled in incorrect information in your casino account?

Can you please explain this sentence/email?:

"25/01/23 "I used to write the wrong address because I was in a hurry to fill it in" - we then asked for further documents containing the correct address and details which you were not able to provide. Your last communication about this case was: "so I beg you all to help write down my address on my account as well as process all my withdrawals.."

I am awaiting a truthful answer, please.

Yes, I used to write the wrong address because I was in a hurry..why was I wrong and in a hurry because all the addresses where I live were in Chinese characters so I needed to translate into Mandarin when I did the translation I made a mistake in writing…up to here you understand..

then they asked for my detailed address and documents then I also sent them but they didn't reply to my messages... I asked them to write to my account because I was tired of sending dozens of emails but no response even all the documents I said sent via email.. : but they said I can't give my documents that's stupid thing they said

the point is I have uploaded all the address and id documents but they said I didn't give my real data.. even I emailed them I sent the id and address documents but they didn't respond they said I didn't email them…it's true that when I filled in the address I made a mistake but at that time I also asked them to revise it but they didn't want to revise it... logically if I've copied all my data then there was an error they should be able to revise

Dear Dikasragen,

Can you please forward all the documents you have submitted to ClubRiches Casino (ID, address proof, etc.) for further review? Send them please to my email michal.k@casino.guru

ok i will send it

Dear Dikasragen,

Thank you for your email, I have received it successfully. We will review the documents and try to find a suitable solution with the casino for you.

ok, I'm waiting for the best solution for me... thanks for the help for me...

Dear Dikasragen,

I'm in contact with ClubRiches Casino Team. I can only ask for your patience at the moment. If there is any development we will let you know.

ok thanks for the help brother michal..I will patiently wait for it

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Morning Michal,

I hope you are well.

Dikasragen violated the T&Cs of the following:

"8. Any and all personal information provided by the player to M21 must be correct and complete. The player undertakes to notify M21 without delay in the event that any information provided to M21 becomes incorrect or incomplete. M21 reserves the right to cancel any bets as well as winnings, block betting accounts, exclude the player from participating in other games, retain payments to the player and report the player to the authorities in charge if any information given to M21 by the player turns out to be incorrect or incomplete. The player is liable for any damage and costs arising out of false or misleading information. If any deliberately false or misleading information is furnished, any and all transactions on the M21 Account shall be declared invalid.''

Our team then completed their verification investigations on their side and the decision was made to cut the winnings and close the account due to providing inaccurate documentation, to successfully obtain his withdrawal and not keeping in line with the terms and conditions of ClubRiches.

Kindly note, it was not just one matter within the process where inaccurate information was provided, it was highlighted a few times when checking through documents.

To conclude we are not in a position to reopen the account nor provide any of the winnings to him due to this, but we do appreciate your time allowing us to fully investigate this matter with yourself.

Kind regards

ClubRiches Team

Dear Dikasragen,

Unfortunately, after gathering all the necessary information we are forced to agree with ClubRiches Casinos' decision. The reason mentions by the casino above are totally valid and the evidence provided by the casino completely contradicts your statements that you have unintentionally mistyped not only your address details, and if we agreed with you we would be violating our own regulations, which as you understand we cannot do. Taking this fact into account, we agree with the casino's actions, as it just adhered to its terms and conditions.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal