Richard Casino - Player’s account has been closed and winnings confiscated.

Won 1700 and verified phone number and updated address then requested withdrawal then received a email saying that my account was closed and winnings confiscated due to multiple accounts .which I didn't have as verification would of been not possible .then my initial deposit wasn't returned and has been a week or more of waiting .no bonus or free spins were activated and all instances of login were recorded .

Dear Benjaminsha,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Richard Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification? 
• Could you please provide the exact date of your registration at this casino?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi I was living in a share house and my house mate Ben D****** may have had an account active I am not able to 100% confirm that but it is possible and I did pass the verification process and the date I joined might be 3rd of may 2024 or even earlier in March or April . I don't have the exact date as I lost my phone I registered on .

Dear Benjaminsha,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

I am unable to retrieve any transcripts now as they have deleted the account and have told me to contact my bank about the return payment which my bank has no record of to date and have not hidden any payment which have been reimbursed .

Thank you very much, Benjaminsha, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Benjaminsha,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Richard Casino representative to join this conversation and participate in resolving this complaint.

Dear Richard Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear Casino Guru Team,

We understand this situation may be frustrating and appreciate the chance to clarify.

Following a standard review during the player's withdrawal request, our team identified a duplicate account created with identical personal details to the original one. These data points — such as name, date of birth, email patterns, or financial information — confirmed a clear connection between the accounts. Additionally, the deposit bonus was claimed on both accounts within a 30-day period — a clear case of bonus abuse, which is a serious violation of our Terms.

As per our Terms & Conditions:

"You are allowed to create and own only one (1) account at a time. Creation, possession, or usage of more than one (1) account (hereinafter - "Duplicate") leads to the cancellation of all payments to You and termination of the account(s) in violation of that rule by the applicable Violations Policy. Any bonuses or winnings received or accrued during the playthrough using a Duplicate account will be reclaimed by the Casino in full per the Violations Policy."

We would also like to confirm that the initial deposit was successfully refunded at the time of account closure. If the player has not yet received the funds or requires a transaction confirmation, please contact our support team via the registered email address used on your main account, and we will be happy to provide documentation.

We understand that this outcome may be disappointing, but we are committed to upholding a fair and secure gaming environment for all our players. 

Should you have any further questions, please don’t hesitate to get in touch.

Kind regards,

RichardCasino Team

All the data lines up as it was one account on two devices as I lost my phone and the one I signed up on was different to the one I won on .and there was no bonus on the deposit I made before the account was closed .

Dear Richard Casino,

Thank you for your response and the information you have provided.

Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Also there is no record of a refund to my bank as stated by the member of staff at the casino .

Dear Benjamin and Casino Guru Team,

We understand that the situation you are facing can be unpleasant and frustrating. Believe us, we always strive to be fair and just in dealing with such matters.

We would like to note that during the investigation, we found a duplicate account with the same personal data, which is a violation of our Terms and Conditions. It was also recorded that both accounts received a bonus within 30 days, which is considered bonus abuse.

As for the deposit refund, we confirm that it was made at the time of account closure. If you have not received your funds or would like to receive a transaction confirmation, please contact our support team using the email address registered to your main account. Our department will prepare all the necessary details.

You’re welcome to get in touch with us anytime should you need more information.

Kind regards,

RichardCasino Team

The notification I got for this is labled with stay casino ,is that associated with this service or Richard casino ? Because that's a conflict regarding duplicate accounts as where if someone signs up to both of them they are breaching a rule even if they didn't know they are run by the same operator .in my case is this what has happened ?

Dear Richard Casino,

Thank you for your response and the information you have provided.

Could you please provide us with evidence of using the same bonuses on multiple accounts by a same player? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Casino Guru Team,

Thank you for your message.

We would like to confirm that we can proceed with your request. However, please note that the information you’re asking for is considered confidential. In order to share any details related to the customer, we must first receive a clear confirmation from them stating that they give their full consent and have no objections or claims against us for sharing their personal information.

Once we receive this confirmation from the customer, we’ll be happy to assist further.

Thank you for your understanding.

Best regards,

RichardCasino Team

Dear Benjaminsha,

Could you please state if you give the casino full consent to provide us with the necessary information?

I'll be awaiting your reply.

Yes I give consent .

Dear Casino Guru Team and Benjaminsha,

Thank you for agreeing to transfer information to a representative.

We would like to inform you that we are currently working on collecting the necessary information about the player`s account.

All the details will be sent to the representative's email soon.

Thank you for your understanding and cooperation!

Best regards

RichardCasino Team

Dear Richard Casino,

Thank you for your response and the information you have provided.

I'll be awaiting your reply.

Dear Casino Guru Team,

We are contacting you with an update on this request.

We would like to inform you that personal information can be provided only due to GDPR requirements.

Before we can disclose any personal information, we must verify the player's identity.

We kindly ask the player to contact us at support@richardcasino.com and provide us with the following information: name, date of birth, address, mobile phone, payment methods used, and games played with us. Moreover, the player should attach a photo of their ID.

After the information is provided, we will be able to collect all necessary information and provide it to the player. Once all the necessary steps are completed, they will be able to share information with the representative.

We hope for your cooperation and understanding.

Kind Regards,

Richard Casino Team

I sent you my id and updated my account details as well as verified my phone number 10 hrs before you confiscated my winnings and cancelled my account .you also know there was only 3 deposits made on the account all from the same IP address and bank account .

Dear Benjaminsha,

We would like to note that, unfortunately, we haven't received any official letter to our email with the personal data request.

Please pay attention that it is necessary to contact us via email support@richardcasino.com and provide us with the following information: name, date of birth, address, mobile phone, payment methods used, and games played with us. Moreover, please attach a photo of your ID to this letter. In this case, we will be able to process your request and provide you with personal information on your account. 

We hope for your cooperation.

Kind Regards,

Richard Casino Team

Dear Benjaminsha,

Did you manage to provide the casino with the necessary documents?

I'll be awaiting your reply.

Yes I have emailed the required documents

Dear Benjaminsha,

Thank you for letting me know.

Dear Richard Casino,

Could you please state whether the player was verified?

I'll be awaiting your reply.

Dear Casino Guru Representative,

We would like to inform you that the documents that were provided by the player were cropped, and unfortunately, we are unable to accept them in their current form.

To proceed with the current request in full accordance with all relevant regulations, we kindly ask the player to provide us with new photos of their ID card (both front and back), making sure that all four corners of the document are clearly visible and are in the frame.

We have already requested the correct documents in the letter; however, we haven't received a reply from the player.

If you have any further questions, don't hesitate to reach us.

Kind Regards,

Richard Casino Team

Ok I'll resend them

Sent to support email

Dear CasinoGuru Team,

We would like to inform you that the account of the player who has passed the verification has been closed and the winnings have been confiscated due to the violation of the platform rules, namely the creation of multiple accounts.

According to the Terms and Conditions, each user is allowed to have only one account. As a result of the internal investigation, we have reasonable grounds to believe that several accounts were created and used by the same person, as the personal information about the account holder is the same on both accounts, despite the verification of the main profile.

Such actions violate the principles of fair play and contradict the rules of our service. Therefore, in accordance with our Rules, we decided to close the account and cancel the winnings.

Best regards,

Richard Casino Team

Dear Richard Casino,

Thank you for your response and the information you have provided.

Could you please send us evidence of multiple accounts? You can send it to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear Stefan,

We have provided the player's bonus history from their main account - they can also send it to you directly.

However, we need a little more time to receive the bonus history from the other account in accordance with GDPR requirements. Thank you for your understanding and patience.

Best regards,

Richard Casino Team

Dear Stefan,

Thank you for your understanding.

The requested documents have been sent to your email. Please check them.

We look forward to hearing from you.

Best regards,

Richard Casino Team

Dear Richard Casino,

Thank you for your email and the information you have provided.

Dear Benjaminsha,

We were provided with evidence by the casino representative, and it appears you created multiple accounts, intending to claim the welcome bonus multiple times. This behaviour is strictly against the casino's terms and conditions, and we agree with the casino's decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, 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.