RichPrize Casino - Player's self-exclusion was not honoured.

wish to submit a complaint regarding the conduct of Rich Prize Casino, which states that it operates from [address hidden by Casino Guru].

I believe there are serious concerns regarding the handling of my account, responsible gambling measures, and the reopening of my account despite previous communications relating to gambling harm.

My concerns are as follows:

Over a period of time, I contacted the operator on multiple occasions requesting account closure and/or self-exclusion due to concerns regarding my gambling behaviour.

The operator was made aware that I was experiencing gambling-related problems and that continued access to gambling services could cause me financial harm.

My account was subsequently closed.

At a later stage, I was informed that a waiver would need to be signed before my account could be reopened.

I refused to sign the waiver and informed the operator that I would not be signing it.

Despite initially stating that the waiver was required, the operator subsequently advised that I did not need to sign it and my account was reopened.

Following the reopening of the account, I was able to continue gambling and incur further losses.

I have also requested account information and documentation from the operator and have concerns regarding the handling of those requests.

I respectfully request that the Authority investigate:

•⁠ ⁠Whether the operator complied with its licensing obligations and responsible gambling requirements.

•⁠ ⁠Whether the operator acted appropriately when reopening my account after previous requests relating to gambling harm.

•⁠ ⁠Why a waiver was initially required and subsequently disregarded.

•⁠ ⁠Whether the operator followed its own self-exclusion and responsible gambling policies.

I have retained supporting evidence including emails, account correspondence, screenshots, account closure requests, waiver communications and records of account reopening, which I am willing to provide upon request.

I would be grateful if you could confirm receipt of this complaint and advise whether this matter falls within your regulatory jurisdiction.1. Explicit Revocation of Authorization: Over the past year, I have sent 10 separate written notifications to this merchant declaring a severe gambling addiction and mental health crisis, explicitly demanding a permanent self-exclusion.

Under responsible gambling laws, they were legally required to freeze my account instantly.

2. Bad-Faith Exploitation: Instead of closing the account, the merchant manually bypassed my requests and reopened my original VIP account (RP ID 148195) to continue taking my money, which they have openly admitted to in writing.

3. Transaction Masking / Laundering: To bypass my bank-mandated gambling blocks, the merchant purposefully processed my deposits under fraudulent Merchant Category Codes (MCC) and fake business names (e.g., random decor and apparel shops).

4. Aggressive Harassment: The merchant is currently generating 6 to 9 different email addresses to bypass my contact blocks and aggressively target my vulnerability.

Because the merchant hidden their true identity to bypass bank security, and because they actively weaponized my account access after I explicitly revoked my authorization, I request a full chargeback

"In line with the national regulatory requirements outlined by the Curaçao Gaming Authority, I am formally requesting the name and direct contact link for your designated, independent Alternative Dispute Resolution (ADR)

provider to settle my claim for account ID 148195. You have repeatedly breached your licensing terms by reopening my self-excluded account 10 times despite my declared mental health crisis. Provide

this ADR link within 48 hours."

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.

Dear Lcs657,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Hi will forward all screen shots and emails they back date to 24/08/2025 I self excluded around 10 times I begged for them to exclude not close exclude they ignored every time and sent promos I said on more that 1 occasion please exclude for 5 years it affecting my mental health my relationship friendship work and financial hardship they sent promo after a year finally managed to get it excluded I tested them emailed few days after ask if they could remove all restrictions so I can play again they sent waiver which I have email saying iam not signing that they emailed back saying it’s ok it’s open and sent bonus I have never won in over a year and was playing 12 hours a night depositing over £10,000 but around £8,000 sense I first ask for self exclusion I have ask for transaction history etc they refuse to give any info regarding my account lucky I have 3 months worth emails live chat screens il send over via email please make others away so they can not violate and pray on there vulnerability and they break all rules make up there T&C con you out bonuses lie and vip levels and use fraudulent companies to mask game blocks on your account I told them for months I was suffering from mental health in writing they sent bonuses I blocked there emails they harassed me by using other emails they currently have up to 6 different emails on my emails list constantly harassed me with promos and free spins which you never win on cause they fake games

here just few I have load

This is email they harassed me on every time I blocked they emails me bonuses and if your vip shouldn’t you only have 1 vip manager

It’s more 6000 it’s 10000 of more but il settle with £6000

T

you can also here this 1 is back in may 24 I was so desperate i emailed all 5 rich prize emails. No responses other then sent promos and I continued loads loads on live chat all they said was were pass to relevant team get back to you via email 3/4 day later I check and my account open still with bonus on it to get me back in

Thank you for your emails and for your patience. I'm very sorry to hear about the difficulties you're facing. In order for us to investigate your case properly, we first need to establish a clear timeline of events. I have reviewed the screenshots you have provided so far, but I need some clarification.

• First of all, I noticed that during February, April, and May, you received several emails with the subject "Self-exclusion activated." Could you please clarify whether you activated these self-exclusions directly through your casino account? If so, what self-exclusion periods did you select? Also, how was your account reopened while these self-exclusions should still have been in effect?
• I have also reviewed your email communication with the casino's customer support. While many of your messages concerned missing bonuses or deposits that were not credited, I noticed a message dated 29 May in which you explicitly stated that gambling was negatively affecting your work, home life, relationships, and social life. Had you informed the casino about similar gambling-related problems before sending this message? Please note that we need clear evidence of when you first disclosed your gambling-related issues in order to determine from which point we may request a refund of your lost deposits from the casino.
• Also, when exactly did the casino close your account after your request on 29 May? Did you receive any confirmation that your account had been permanently closed? If so, kindly forward it to me as well.
• Finally, is your account currently closed, or has the casino reopened it again?

I will send more

January I first mentioned about my health I will send over all screen shots I have. Try any put them in order but her more you can see I begging and asking all the time my last deposit was July 2026

I am requesting a copy of all personal data, account records, and communications that your company holds relating to my account from the date I first requested self-exclusion onwards.

Please provide:

Full account transaction history, including all deposits, withdrawals, transfers, bonuses, free spins, rakeback, and promotional credits.

Complete betting/gaming history, including wins, losses, wagers, and gameplay activity.

All records relating to self-exclusion requests, responsible gambling reviews, account restrictions, and any decisions made regarding my account.

All internal account notes, VIP assessments, risk assessments, and responsible gambling interactions relating to my account.

Copies of all emails, live chats, support tickets, and other 

I asked for this they refused cause I lot of my chat was live chat will they have copy

This was march but I did was playing 12 hours a night on there and excluded over 10 times i mentioned so many times about my health and closing for good excluded for good 2 years 5 years I just wanted it closed so I couldn’t deposits I will send all concrete evidence but January / feb when I mentioned mental health are they aloud to with hold my account history and deposit history

Dear Lcs657

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, Igor (igor.p@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,

Veronika

Dear Lcs657,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the RichPrize Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a RichPrize Casino representative to join this conversation and participate in resolving this complaint.

Dear RichPrize Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.