Richard Casino - Player's withdrawal is denied due to win limits.

I made two deposits with the casino. First with a bonus code, lost and then made a second deposit and did not use a bonus code with this deposit. I won $3000 went to withdraw my winnings, and the casino has then cancelled my withdrawal and advised there was a limit to the wins. I questioned them on this and they are basing the winning by the first deposit with a bonus code used, which they shouldnt be as the winnings had been made by the second deposit and they are refusing to go by the second deposit.

Dear Smilii7,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

To better understand your situation and assist you more effectively, I would like to ask you a few questions:

• Have you completed the wagering requirements for your first deposit bonus, or did you lose your entire balance before meeting the requirements?
• Could you please send me a screenshot of both your deposit history and your bonus history?
• Please also request the casino to send you your full gaming history in Excel format—from the moment you activated your first deposit bonus up until the time you submitted the $3000 withdrawal request. Once you receive it, kindly forward it to me at veronika.f@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Veronika

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

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

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Smilii7,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.