Richard Casino - Player’s winnings have been confiscated.

Richard Casino’s cancelled a pending withdrawal and re-credited me during an active bonus session, mixing real and bonus funds in breach of its own Terms & Conditions, which led to the wrongful forfeiture of $1,400 AUD in legitimate real-money winnings.

On 10 October 2025, Richard Casino’s system automatically cancelled my $600 AUD withdrawal and re-credited it to my account while I was completing a small bonus.

This merged my real funds (which were already withdrawn from balance) with the closing bonus credit ($3.54) and caused my subsequent $1,400 AUD in real-money winnings to be wrongly treated as "bonus winnings" and removed under a cash-out cap.

Timeline:

21:18 AEST: Withdrawal request for $600 AUD submitted. While a withdrawal request is being processed, those funds are removed from the playable account balance.

21:22: Bonus "Level 12 [11] Loyalty Reward" completed – "Wager done 88.8 / 88.5." Final bonus win = $3.54.

21:23: System email: "Your cashout has been canceled. Funds have been credited back to your balance." (Re-credit occurred automatically from the casino’s end.)

Gameplay after 21:23 generated $1,400 AUD in real-fund winnings.

VIP Manager Eugene later stated my "maximum cash-out for this bonus" was raised to $600 and that funds were "transferred to [my] real balance."

Support agent Riley later said "no mistakes found."

Richard Casino’s Bonus Terms clearly state:

"This term only applies to balance tied to a bonus, and doesn’t apply to funds on player’s balance gained from other deposits or bonuses."

By re-crediting a pending withdrawal, the casino mixed segregated real funds with bonus funds, breaching its own rules and unfairly voiding $1,400 AUD in legitimate winnings.

Requested resolution:

– Full payment of $1,400 AUD winnings

– Written acknowledgment of system error and policy breach

– Confirmation of corrective measures to prevent future fund-mixing

Amount: $1,400 AUD

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify whether 21:22 was the moment the free bonus was credited, or when you completed the wagering of said bonus?
• Could you please share any supporting evidence about the timeline of events from your point of view?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

Thanks for the quick response.

Answers:

21:22 AEST was when the bonus wagering completed.

The on-screen message reads: "Wager done 88.8 / 88.5 AUD wagered." The bonus result was $3.54 AUD.

I will send you supporting screenshots showing the exact timestamps.

I will also send my communications with the casino, including the VIP manager’s email.

Timeline (AEST):

21:18 Withdrawal request submitted for $600 AUD. Funds left the playable balance.

21:22 Bonus completed. Message: "Wager done 88.8 / 88.5 AUD wagered." Bonus win: $3.54 AUD.

21:23 System email received: "Your cashout has been canceled. Funds have been credited back to your balance." This is the automatic re-credit of the $600 withdrawal.

After 21:23 I continued playing with re-credited real funds and reached $1,400 AUD.

Later, VIP manager Eugene emailed: "We’ll be processing your payout for 600 AUD — above the usual limit," and also referred to funds being "transferred to your real balance."

Support then said "no mistakes found."

Key clause in their Bonus Terms:

"This term only applies to balance tied to a bonus, and doesn’t apply to funds on player’s balance gained from other deposits or bonuses."

I will email you 5 exhibits now:

A) Withdrawal request 21:18.

B) Bonus completion 21:22 with "Wager done 88.8 / 88.5."

C) System email 21:23 "cashout canceled / funds credited back."

D) Chat and email with Eugene and support.

E) Balance showing $1,400 AUD after re-credit.

Best,

Henoke

Thanks for the detailed explanation of the situation.

Could you please explain when you made the deposit that led to your initial winnings of 600 CAD, you attempted to withdraw on the days of the incident?

The last deposit was 10 October 17:39 of $50 no bonus active.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin, 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.

Ok no worries, looking forward to hearing from him.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Helvis,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Richard Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why was the initial withdrawal of 600 AUD rejected? Were these funds later classified as Bonus funds? What was the reason for the application of the bonus cap? If you want to provide us with any screenshots from your system or other evidence which could be relevant to the case, please send it to me at martin.l@casino.guru

Thank you in advance for providing us with your view of the issue.

Dear CasinoGuru representative,

We would like to extend our sincere apologies to the player for the inconvenience and frustration caused by this situation. We take all feedback seriously and always aim to ensure a fair and transparent gaming experience for all our players.

After reviewing the case in detail, we have decided to return the player’s subtracted winnings in full, specifically 800 AUD. Our team has processed the necessary steps to return funds; they are already on the balance.

We appreciate the player’s patience and understanding, and we thank you for bringing this matter to our attention. We remain committed to maintaining the highest standards of trust, fairness, and customer satisfaction.

If you have any questions, please do not hesitate to reach out to our team at any time. We are always available to assist you in any way we can.

Kind regards,

Richard Casino Team

Thank you, I can see it in my balance but I can’t access my withdrawal section from the menu just the loyalty section which is very strange.

Dear casino representative,

thank you very much for your response. We appreciate your cooperation in this matter.

Dear Helvis,

does the issue still persist? Are you still not able to gain access to the funds?

Dear CasinoGuru representative,

Thank you for your response.

We would like to take this opportunity to inform you that we have recently conducted essential technical work on our website. We are pleased to announce that the issue has now been successfully resolved. As a result, the player was able to withdraw the funds on the same day they were returned, ensuring a smooth and efficient transaction process.

Thank you for your understanding and patience during this time.

Best regards,

Richard Casino Team

Yes sorry for the late reply, it has been resolved.

Dear Helvis,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at Richard Casino for their response. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru