RichPrize Casino

Public

Lcs657

Bronze

United Kingdom

Public

22 hours ago

wish to submit a complaint regarding the conduct of Rich Prize Casino, which states that it operates from Tenancy 10, Marina House, Eden Island, Mahé, Seychelles.

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."