The player from Germany had won €1,310.57 at Richard Casino but faced account blockage and confiscation of winnings after submitting her documents for verification. The casino alleged false personal data entry due to an autofill error in her name, despite having received her official identification that proved her identity. She requested assistance from CasinoGuru to resolve the issue. The complaint was closed by the Complaints Team as the casino's terms and conditions had been violated by the initial incorrect name during registration, which was considered a serious breach leading to account closure and confiscation of winnings. The player was advised to ensure accurate information in future registrations.
Richard Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €1,310
Richard Casino
Safety Index 9.2 Very highCase summary
Discussion
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1 month ago
Translation
I played at Richard Casino and won a total of €1,310.57. When I tried to withdraw my winnings and uploaded my official documents for verification, my account was suddenly and permanently blocked and all my winnings were confiscated.
The casino is accusing me of having entered "false personal data" in my profile. However, the fact is: during registration, my browser's autofill function entered my name incorrectly ("Bedone Marz"). This was purely a technical error and absolutely not intentional or an attempt to deceive.
I immediately sent the casino my genuine, official identification documents, which prove my true identity 100% without any errors. I only have this one account with the provider. However, the casino completely refuses to manually correct the name or fairly review the case and is simply keeping my rightfully won money. They only want to return my deposits.
I am requesting assistance from CasinoGuru because the confiscation of winnings due to an obvious autofill error with the name is completely disproportionate, as long as my documents are genuine and prove my identity.
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1 month ago
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.
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1 month ago
Dear Ghali.22,
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.
- When did you register and when did you try to reach out to the casino to correct the error in your name?
- What specific documents did you submit for verification, and were they accepted by the casino?
- Were there any communications with the casino regarding the autofill error? If any, please post screenshots of the conversation.
- Could you please provide us with your real name? As this concerns sensitive personal data, you may send the information directly to my email address at jean.s@casino.guru.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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1 month ago
TranslationHello Jean,
Thank you very much for the feedback and support with my case.
I have just sent you a separate email with my full, correct name and the sensitive details to jean.s@casino.guru Sent so that they are not publicly visible here in the forum.
Regarding your questions:
1. Registration and contact: I registered on May 14, 2026. When I noticed the autofill error with my name, I contacted the casino immediately on the same day to have the error corrected.
2. Documents submitted: For verification purposes, I submitted [e.g., my identity card/passport and proof of address]. These have been rejected so far.
3. Communication & Screenshots: Yes, there has already been communication with support regarding this. I am uploading the relevant screenshots of the chat histories and emails directly as attachments here.
I hope this information helps you, and I thank you in advance for your assistance in contacting the casino.
Best regards!
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1 month ago
I have received your emails. Thank you for your answer.
What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)
Did you achieve your current balance with the help of a bonus?
When was the account closed?
You contacted the casino regarding the error in your name. How did you contact the casino? Please post screenshots or send them to jean.s@casino.guru.
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1 month ago
TranslationHello Jean,
I need to clarify the exact sequence of events from May 15th and 16th, as the casino's behavior is very important here:
Events on May 15th (delaying tactics): When I contacted support, they initially told me I needed to upload my documents. I did this immediately. Afterward, the casino suddenly claimed my ID card was "unreadable." I repeatedly asked what the problem was and re-uploaded the documents. Support then simply told me to wait for a response.
Events on May 16th (The Suspension): When I tried to log in the next day, my account was suddenly completely deactivated. I immediately contacted support again. Only then did they suddenly say that I had violated the terms and conditions and that the account was permanently suspended – due to an automatic name error caused by the autofill function of my email address.
The casino's offer: As mentioned, the casino now only wants to refund my €100 deposit and keep the winnings of €1,310. This clearly shows that they don't see me as a fraudster (otherwise they wouldn't give me anything at all), but simply don't want to pay out my honest winnings.
I have already submitted all the screenshots I have and am attaching them to this message again for safety. I did everything correctly, was completely transparent, and uploaded each requested file multiple times.
Best regards,
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4 weeks ago
Hello Ghali.22,
We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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2 weeks ago
Dear Ghali.22,
Thank you for your reply and for providing additional clarification about your situation.
I truly understand how frustrating this must be for you, especially after providing all the correct documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.
Providing a random name during registration, even if unintentional, is a serious violation of the casino’s terms and conditions. Please, see here:
18.3 If we determine you were underage while using our gambling services, or if you provided false/inaccurate/misleading information during registration, we will:
- Immediately close your Account;
- Void all transactions and bets placed during the period you were underage;
- Refund any genuine deposits (subject to our policies);
- Confiscate any winnings earned while underage;
- Require you to reimburse the Casino for any withdrawn funds;
- Take any additional actions at our sole discretion, including legal measures, if deemed necessary.
While we appreciate that your documents and personal details were correct, the initial incorrect name constitutes a breach of their policies, which has unfortunately led to the account closure and withdrawal issues.
I understand this is a difficult situation, but we must emphasize the importance of ensuring all information is correct when registering for any online casino in the future. This is crucial for protecting both your account and your ability to access your funds without complications.
Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.
Best regards,
Jean
