Richville Casino - Player's account has been closed and winnings confiscated.

Hallo bitte helfen sie mir. Das Casino hat mein Konto gesperrt und die Gewinne beschlagnahmt . Ich habe 120€ eingezahlt fast alles verspielt, war schon kurz davor noch einmal 20€ einzuzahlen doch dann kam wieder ein größerer Gewinn und Ich beantragte eine Auszahlung von 350€ am 9.4 mit dem Rest wollte ich noch spielen und dann kam die Email. Bitte fordern sie ein Beweis an, wie soll ich Spielrunden verschoben haben wenn Ich fast alles verspielt habe, natürlich wechselt man die Einsätze wenn das Guthaben immer weniger wird, dann spielt man erstmal mit kleineren Einsätzen weiter und wenn dann ein größerer Gewinn kommt dann kann man wieder höhere Einsätze spielen. Das ist unfair dieser Vorgang vom Casino. Ich möchte meinen rechtmäßigen Gewinn oder mein Einsatz zurück. Bitte prüfen und helfen sie mir.

Danke

Dear Michi10,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richville Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you play the same game with and without the bonus balance?
• Have you completed wagering of the bonus?
• Could you please share the communication with the casino specifying the allegations against you?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hallo

Ich habe verschiedene Spiele gespielt mit bonusgeld und Echtgeld, da ich querbet Spiele weiß ich das nicht genau. Sowas merkt man sich nicht.

Das bonusgeld Habe ich verspielt, daher konnte es nicht umgesetzt werden ( hohe Umsatzbedingungen)

Ich glaube einmal 9 Bells und das letzte 9 coins, da hatte ich schon wieder fast alles verspielt ( knapp 20€, wollte schon nochmal einzahlen)und dann kam ein großer Gewinn

Das bonusgeld hatte ich ja verspielt

Thank you very much, Michi10, for providing the necessary information.

Please note that we consider the postponement of rounds as an activity that grants players an unfair advantage. If it turns out you gained an advantage, we won't be able to help recover your winnings.

I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Wie gesagt, da ich querbet Spiele bin ich der Meinung das ich damit keine Spielrunden verschiebe, wenn mir das zu lange dauert Wechsel ich den Spieleinsatz und wenn ich den irgendwann weiterspiele ist das nicht unfair, ich weiß ja nicht Wann ein Gewinn kommt. Kann nicht Hellsehen, wie sie auch. Danke für ihre Unterstützung.

PS. Und wie Eingangs schon erwähnt ist der Einsatz dann zurück zuzahlen den das finde ich unfair wenn das Casino zur jeder Zeit sich irgendein Grund nehmen kann um Gewinne inklusive Spieleinsatz einzubehalten. Dann dürfte ich immer nur ein Spiel spielen und dann nie wieder, da man mit der Zeit allerdings Lieblingsspiele hat die man auch favorisieren kann ist das unfair gegenüber dem Spieler.

Dear Michi10,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Richville Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Ok

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kubo and Michi10,

First of all, thank you for bringing this matter to our attention. It’s a pleasure to meet you both, and we appreciate the opportunity to clarify the situation and assist in resolving it.

According to our records, the player’s account was blocked due to the delaying of game rounds while playing with an active bonus, which is strictly prohibited under our Bonus Terms. After a thorough review of the player’s activity, our Risk Department identified behavior that clearly violates Clause 12 of our Bonus Terms:

12. Delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirements and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited. In case of violation of this rule, the administration reserves the right to cancel all winnings.

The player was also informed about Clause 13:

13. The casino has the right to cancel all bonuses and winnings, as well as to confiscate all money from the account if they were received in an unfair way or in violation of the rules.

As a result, the winnings were voided and the account was permanently closed, without the option for reactivation. The player was officially informed of the decision via email on April 14th.

Dear Kubo,

We are happy to provide evidence supporting our conclusion regarding the violation. Could you please provide your email address so we may send the files directly? If you require any further information, clarification, or assistance, please don’t hesitate to let us know. We’re committed to full transparency and a prompt resolution.

Thank you for your cooperation.

Dear Michi10,

We are genuinely sorry that this situation occurred. Customer satisfaction is very important to us, and we always strive to find the best possible outcome for every player. However, in this case, your gameplay involved actions that directly violated our terms and conditions. As such, we were obligated to act in order to maintain a fair gaming environment for all.

Please understand that this decision is final and cannot be reconsidered. We sincerely thank you for the time you’ve spent with us and wish you the best of luck in your future endeavors — both in gaming and beyond.

If you have any additional questions or concerns, feel free to reach out — we’ll be happy to assist you.

Best regards,

Richville Casino Team

Alle Gewinne die mit mehr als einem Einsatz von 5€ erzielt wurden ( mit bonusgeld nicht möglich) sind unverzüglich auszuzahlen.

Dear Richville Casino,

Thank you for your message and for providing additional information regarding this matter. I have reviewed the evidence attached to your email and have responded with a few follow-up questions for clarification.

I would appreciate your prompt attention to these inquiries so we can work toward a swift resolution.

Thank you for your cooperation.

Dear Kubo,

We have replied to your request  with additional details regarding the case. Please let us know if anything else is needed.

Thank you.

Regards,

Richville Casino Team

Dear Michi10,

Following a comprehensive review of the materials and evidence submitted by the casino, we regret to inform you that we are unable to support your complaint on this occasion.

Our investigation confirms that the casino's claims regarding delays in game rounds are substantiated by multiple recorded instances. While no active bonuses were present at the time of your withdrawal requests, it has been clearly demonstrated that bonus features were accumulated during bonus play and later triggered during real-money gameplay.

This pattern of play indicates a deliberate strategy aimed at exploiting the transition between bonus and real-money modes - an approach widely recognized in the industry as a breach of standard bonus terms and conditions. Most casinos prohibit this practice due to its potential to create an unfair advantage over the game mechanics.

In light of these findings, we must consider the complaint rejected and proceed with closing it as unjustified.

We strongly advise that in future gameplay, you carefully review and adhere to all promotional terms and conditions to avoid similar misunderstandings or violations.

While we understand this is not the outcome you had hoped for, please know that you are welcome to reach out to our Complaint Resolution Center should you face any further issues with this or any other casino.

Thank you for your understanding.

Best Regards,

Kubo