Richard Casino - Player’s winnings have been confiscated.

I have played and withdrawn many times never had any issue's. On Saturday the 6th of June I used a bonus code SlotVIP this code added a 75% bonus onto my deposit on the page where the offer is displayed it explains everything except for any terms regarding maximum cashout possible from bonus. I play to win big and never want my winnings limited. Because the was no mention of restrictions or limits for this bonus I used it.

I deposited $100 was given $75 on top roughly i started playing and if I remember correctly I had lost the entire $75 before beginning to win i then started winning after a while I had achieved the wagering requirements of 40X bonus i continued to win untill i had reached $5260 around that i proceeded to make my withdrawal and made two withdrawal request 1 for $4000 there maximum amount per transaction and a 2nd for $1250 this stage i went to bed i woke to find both withdrawals were cancelled and $4550 was confiscated leaving me only $738 the casino stated that under bonus terms and conditions I was restricted to a maximum winnings of 10X my bonus plus deposit. I am a VIP Gold almost platinum player there spending alot of money i believe compensation should be fairly given to me i should be entitled to half if not more of my total winnings. I have explored 14 different casino sites since and all of those always display bonus terms and maximum winning amounts with the bonus offer I dont believe I should have to go looking for the bonus terms in a small tab at bottom of screen also of those 14 other casinos the only restrictions they have on reload/deposit bonues is when the bonus is 100% or more then winning restricted to max $5000. Tries resolving this with casino unfortunately unwilling to pay out anything more then the $738

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• Could you let me know how you discovered the bonus? Was it a personalized promotion received via email?
• Were the winnings capped only once upon completing the wagering requirements, or did this occur multiple times?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

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

Best regards

Attila

Hello thank you for reaching out so quickly below you will find a link that will take you to the specific promotion can be found on there site under promotions in the main menu as I am VIP Im not sure if this promo is available for everyone also attached screen shots.

https://www.richardcasino12.com/promotions

So I found the bonus on the promotion Tab and found the promotion for Saturday as it was Saturday. I claimed the first one but never completed the wagering and loss my money then a while later I went back and claimed the second one offering 75% extra on deposit. After making a deposit both the bonus amount of $73 plus my deposit just under $100 $98 I believe. A total of $172.

I then started playing i believe I was well under $100 before I had started to win big in my opinion the $73 bonus had already been lost before I started winning. I eventually completed the wagering requirements see screenshot below

As most casino ive played at once wagering requirements have been met they automatically take the balance away and only leave you with what your allowed to withdraw. This never happend so as the page where I found the promotion never stated any terms or restrictions or limits and the money was never taken upon reaching the wagering requirements. It was a fair assumption that there was no maximum amount on the winnings. I played for several hours finally settling on the amount of $5,200 I proceeded to request a withdrawal. I woke to find both withdrawals had been rejected and emails from supportinforming me that all bonuses have maximum 10 times bonus amount limit and they left me with $738 I believe this to be wrong as I deposited my own $98 and the bonus added was not separated from my money I believe they should pay $1,720 the 10 times should apply to both my deposit and there bonus otherwise honestly what is the point of the bonus it makes no sense. Also I have a screenshot of the bonus terms and conditions page where you can see the bonus I used is not specified

Honestly if Richard casino isnt willing to honour the full amount I believe that paying me the extra $980 that would have been 10 times my deposit is a fair compromise. Especially considering I am a VIP player i play there very regularly and despite what has happend to me i still continue to play there .allowing my the $980 I believe I am entitled to will evidently end up being more money for Richard casino in the long run from me continuing to play there.

RICHARD CASINO

Think of it as a investment be out of pocket for $980 or loose somone that will potentially spend 30-40 thousands at your casino over the year. Thanks

While im still waiting for my last submission to be approved I would also like to point out that during my time playing at Richard casino i have never once received a bonus that gets added directly to the deposited funds.

I have recieved many extra % on deposit bonues and they always go to my bonus tab to be activated later after the real cash deposit was lost or withdrawn.

But for some reason this didnt apply to the STEPVIP bonus I activated on the saturday instead all money was combined therefore breaching casinos own terms and conditions and would like to refer to a past case that use have helped resolve two screenshots from a previous case against Richard casino

I believe as there was no mention of restricted withdrawal limits clearly stated alogside the promotion offer.

The Bonus terms and conditions page does not specifically state that the STEPVIP bonus was included in the maximum X 10 withdrawal limit.

The fact that bonus funds and real cash funds should not be mixed as it breach the terms and conditions.

With the fact that the STEPVIP bonus didnt specify that it would be credited along with my deposit instead of the normally way a bonus gets added which is to the bonus tab section in the profile.

It is fair to say that I should be entitled to the full amount of $4,550 and that Richard casino should honour this.

If the bonus i used specifically said it would be added to my original deposit amount of $98 then the maximum withdrawal amount should be ten times the bonus plus the deposit $172 X 10 $= $1,720.

I am very egar to get a response as my correspondence with surrport and my XIP manager always ends with there same generic answer.

Thabks

Dear Player,

Thank you for your reply and for providing the additional information and screenshots.

I have carefully reviewed the promotion, the bonus terms and conditions, and discussed the matter with my colleagues. After reviewing all available information, we have concluded that the general maximum cashout rule applies to the bonus you used. According to the casino's bonus terms:

The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

Although the specific promotion page did not explicitly repeat the maximum cashout limit, we believe the bonus falls under the categories covered by the general bonus rules, including weekend reload and VIP-related bonuses. Since the promotion did not state a different maximum cashout amount, the general rule remained applicable.

We also reviewed your argument that the maximum cashout should have been calculated as 10x the bonus plus deposit. However, based on the wording of the rule, the limit is tied specifically to the bonus amount itself, not to the combined value of the deposit and bonus.

We understand your argument that the restriction should have been displayed more prominently alongside the promotion itself, and we appreciate that this may have created confusion. However, the relevant term was available within the casino's bonus conditions, and we cannot disregard a valid bonus rule simply because it was not repeated on the promotional banner.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it is applied to real-money play. However, we accept bonus Terms and Conditions that restrict the maximum cashout from bonus winnings

Since the casino applied the maximum win cap in accordance with its bonus rules, we cannot conclude that it acted unfairly in this case.

Due to the aforementioned reasons, this complaint will now be closed. 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.

Best regards,

Attila