Richard Casino - Player's account has been closed and winnings withheld.

I would like to file a complaint against RicharCasino regarding the closure of my account and the withholding of my winnings.

I deposited €50 into my account and started playing. Shortly after, I won €1,145. Immediately after my win, my account was closed by the casino without any prior warning or explanation.

I contacted customer support multiple times to ask why my account had been closed. However, the casino has refused to provide any specific reason for their decision. They only state that they are a licensed and trustworthy casino, but their actions do not reflect transparency or fair treatment of players.

My concerns are as follows:

My account was closed immediately after I won a significant amount relative to my deposit.

The casino has failed to provide a clear explanation for the account closure.

I have not been given access to my account or a proper opportunity to respond to any allegations, if any exist.

The lack of transparency raises serious concerns about fair gaming practices.

I respectfully request that Casino Guru investigate this matter and ask RicharCasino to provide a clear reason for the account closure and to process my legitimate winnings if no proven violation of the casino’s terms and conditions has occurred.

I am willing to provide screenshots, transaction records, email correspondence, and any other evidence required to support my complaint.

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Hello,

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 which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello and thank you for taking your time.

It all started when I opened an account. My intention was to play using the welcome bonus, but I never received it. I contacted live chat to ask why, and I was informed that players from Sweden are not eligible for the welcome bonus.

I accepted that explanation and started playing Amatic Wild Shark instead. I played for about 30 minutes, and when my balance had dropped to my last €2.90, I hit a win of €1,145.

Only after I won €1,145 was my account suddenly closed. It was not closed before my win.

For a casino with such high trust scores on Casino Guru, this is extremely disappointing and unprofessional. A reputable casino should always be transparent with its customers, especially when closing an account immediately after a significant win. Refusing to provide any explanation creates the impression that legitimate winning players are being treated unfairly.

I expect a clear explanation as to why my account was closed immediately after my win. Simply repeating that the decision is final is not an acceptable way to treat customers.

I have not been verified and I have not played with any bonus. I have not attempted to profit in any unfair or improper way. I simply registered an account, verified my email, deposited money, and communicated with support. I was informed that I would not receive any bonuses, which I accepted without issue.

I was then allowed to play slots normally until I won. However, only after I won did they close my account.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Atilla,

I’ve sent screenshots of the brief conversation I had with the casino to your email. I realized it was pointless to continue dealing with them, so I decided to reach out to you instead.

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, Samuel (samuel.s@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,

Attila

Dear Gez85,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Richard Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Richard Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have provided a detailed response regarding this case directly via email.

Could you please review the information we have submitted and let us know if any additional clarification is required from our side?

We remain available should you have any further questions.

Kind regards,

Richard Casino Team

Hello everyone,

thank you for the update.

Dear Richard Casino,

thank you for your email and for providing additional information regarding this case. I have reviewed the materials you submitted.

At this stage, I have requested further clarification and supporting evidence from the casino via email so that I can independently assess the circumstances surrounding the account closure and confiscation of funds.

Dear Gez85,

I wanted to inform you that the casino has now provided its position on the case, and I have requested additional details before I can reach a final conclusion. Once I receive and review the requested information, I will return with another update.

Thank you both for your cooperation and patience.