RichSweeps Casino - Player’s winnings haven’t been received yet.

Hello,

I am filing a complaint against Richsweeps regarding my withdrawal of $1,100 that is being unfairly withheld.

I deposited and played fairly on my single account registered under my name.

I successfully withdrew $900 from my balance, but when I attempted to withdraw the remaining $1,100, the casino accused me of having "multiple accounts" linked to my IP address.

These other accounts do not belong to me. They were created by my cousin while using the same Wi-Fi network. I only have one account with Richsweeps, which I have verified with my ID and payment method.

Despite providing all requested documents and proof, the casino refuses to release my winnings.

I believe I am being unfairly penalized for activity that is not mine. Richsweeps has no proof that I created or used multiple accounts, and they already acknowledged the legitimacy of my play by approving and paying out $900.

I am requesting that Casino Guru assist in recovering my remaining $1,100 and ensuring that Richsweeps treats me fairly as a verified player.

Thank you for your time and support.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used? Did your cousin use the same bonus as well?

Did you and your cousin each access your accounts using separate devices, or have you ever used the same device at any point?

Have you and your cousin ever used the same payment method?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru