Rich Gringo Casino - Player's winnings have been confiscated.

Hello,

The casino confiscated my balance without any good reason.They are stating the following: ''Our records show that you had an active real balance at the time you activated your cashback bonus. As per our Terms & Conditions, activating a bonus while having an active balance results in the application of a maximum withdrawable amount, In your case, this resulted in a maximum withdrawable amount of €1,842. Your most recent withdrawal request has already been approved up to this limit. Any remaining funds in your balance exceeding this amount were therefore confiscated in accordance with the Terms & Conditions.''

First of all I do not make use of any bonuses nor a cashback bonus as the wagering requirement was 45x and because playing roulette does not make any progress towards your bonus. 2nd of all I played 1 bonus weeks ago which was wagered and I have proof of this status is wagered and remanining wagering is 0. All other bonuses are canceled or expired.I have not any bonus open or accepted one like they said for the reasons stated above.

The Casino is operated by Atlantis Interactive SRL the name of the casino is Richgringo

I asked for proof I send them the proof I have no bonuses open and they keep refering to their terms & conditions once a bonus is open they can confiscate the rest of the balance without any prior warning.

Please any solution or how I can contact the licensee.

Kind Regards,

Jayyke

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Dear Jayyke,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• When exactly did you make the last successful deposit?
• Could you please post a screenshot of your bonus history here in this thread?
• Do I understand correctly that the casino confiscated €1200 (dispute value)?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hello Kristina,

Thank you for your swift reply.

They gave me more information today but the answer is still so vage and irrational.

My last deposit was made on january 4th 2026 of €600.

the disputed amount is exactly €1196,99 which is the total amount they confiscated.

I did make use of a cashback bonus on january 5th 2026 which was full wagered. (date recieved january 5th - date expired january 12th 2026)

The cashback bonus had a total value of €70.

My balance yesterday was €3696,99 I made a withdrawal 2 days ago on january 21st of €2500 which was accepted. (maximum withdrawal amount per day). They confiscated the remaning €1196,99 yesterday. There was only a real balance left as I played a lot the last couple of days.

I recieved the following email today

''Greetings from Rich Gringo! 

 

According to our system logs, your last deposit was made on 04.01. On 05.01, a cashback bonus was credited to your account while you still had an active real balance. This is visible in your transaction and bonus history (profile -> settings -> activity), which you can review at any time from your account.

 As stated in the Bonus Terms and Conditions, any bonus activated while having an active balance results in the application of a maximum withdrawable amount. This limit coresponds to the real balance available prior to bonus activation, combined with the withdrawal rules of the activated bonus.

 Based on this, your maximum allowed withdrawal amount was 1,842 EUR. A withdrawal of 2,500 EUR was approved and processed in error, exceeding the permitted limit. As a result, the excess amount that was overpaid has been confiscated, while the valid withdrawal amount was honored.

 Please note that wagering progress or the type of games played does not affect the application of this rule. The limitation applies solely due to the bonus being credited while an active balance was present, regardless of whether wagering requirements were completed.

 

After a full review, we can confirm that the balance adjustment was made correctly and in accordance with the applicable terms. For this reason, the confiscated amount cannot be reinstated.''

Everything is still so vage, based on their error they confiscate €1196,99 as the bonus should have set a maximum withdrawal limit €1842 is what I understand of this very vague answer.

They admitted they made an error but in the meantime they just confiscate the whole balance.

It is no reason to confiscate my whole balance, as they can apply this limit on my next withdrawal (the €1842 limit)

Kind Regards,

Jayyke

Dear Jayyke,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Jayyke,

I am Michal, and I have assumed responsibility for this complaint. I have examined this case, and I would like to clarify a few details. Did you actively claim, enroll, or request the cashback bonus, or was it granted to you automatically? Additionally, was the cashback bonus amount deposited into your real money wallet or your bonus wallet? Were you somehow informed that you had received these funds? What was the amount of your balance prior to receiving the cashback bonus amount?

Hello Mikal,

Thank you for your reply, the total value of the cashback bonus was €70 I claimed the bonus on Monday January 5th 2026 because of my play the week before. (they call it weekly cashback)

It was deposited in my bonus wallet which was €70 till I wagered it completely which I did in 1 week. It was put on my bonus account and I needed to wager it I believe 45x so total. I do not know what my balance was exactly but It should have been around €7000.

The cashback bonus is given every monday and it depends how much you wagered the week prior it is around 3% cashback. (u need to claim it and can only wager on slots, roulette is exluded)

Hello Jayyke,

Thank you for your response.

Can you please clarify why you have not submitted a withdrawal for the real money funds in your balance prior to claiming the cashback bonus? If you had done so, this situation would most likely have been prevented entirely.

Hello Michal,

I could not withdraw because they allow you to max withdraw €10000 per month so I had to wait till mid january to again withdraw, I withdrew already €10000 in the month of december.

That's why I waited till mid january to withdrawal the first €2500 and they blocked the witdhrawal the next day and confiscated the whole balance. When I accepted the €70 cashback bonus which is ofthen given to you for free because it is partially a rake/cashback of your play, I knew I had to wager a lot so I did and the whole €70 was wagered without any problem.

They allow you to withdraw a maximum of €2500 per day with a maximum of €5000 per week and €10000 per month I did not know the maximum would change to €1842 per day and confiscate the rest of your funds.

€2500-€1842 maximun witdrawal amount =€658 which also does not add up as If I would still have a balance of €4000 I am sure they confiscated the whole €4000.

Also I had no money on my bonus account the whole balance was wagered as I know sometimes It can cause problems if you do not wager your whole cashback bonus.

Dear Jayyke,

Thank you for your clarification. This has provided additional insight into the situation, and it appears that the actions taken by the casino differ quite a bit from what we would consider a fair approach.

I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rich Gringo Casino to join the conversation.

Dear Rich Gringo Casino Team,

I kindly request a detailed clarification regarding the decision to confiscate the player’s previously held real-money funds.

Based on the information available to us, the player was unable to submit a withdrawal request due to your established withdrawal limits and, while waiting for the next available withdrawal opportunity, used a bonus offered or awarded directly by your platform. Under these circumstances, it is unclear on what grounds the confiscation of the original real-money balance was deemed justified, as the player doesn't seem to gain any unfair advantage.

At present, this action does not appear to be consistent with fair gaming or consumer protection principles. Therefore, I kindly ask you to provide a comprehensive explanation of the rationale behind this decision, along with a clear timeline of events, so that we may independently and objectively assess the matter.

Should there be any details that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru.

I would appreciate your prompt attention to this matter and look forward to your response.

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.

Dear Jayyke,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side.

As I have outlined above, it is unclear on what grounds the confiscation of the original real-money balance was deemed justified, as you don't seem to gain any unfair advantage.

At Casino Guru, in our commitment to improving the online gaming industry by promoting a secure and just environment for both players and casinos, we feel that the action taken by the casino team in your case is unjust.

Consequently, this matter will now be classified as Unresolved - Against Fair Gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Regrettably, for your jurisdiction (Netherlands), the casino seems to operate without a valid and reputable gaming license.

Since there is basically no player protection in Costa Rica, there is sadly no authority you can turn to apart from the court.

This being said, Rich Gringo Casino seems to be operating in other jurisdictions under a license by the Anjouan Gaming Authority.

You can submit a complaint to them. The Gaming Authority might have more options and tools to help players.

You can find more information on how to do that here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru