Richville Casino - Player’s withdrawal request is rejected.

Hello, I'm having a problem with richville and I made a deposit and I was given a bonus of 120 spins after I lost my deposit. I played the free spins and won €30 with these €30. I made the turnover that was needed and I was left with a balance of €1100 which was confiscated as the casino's terms correctly state and adjusted to €100 real money. I requested a withdrawal of €90 out of the €100 and the next day I pressed cancel and played again with this money and won €900. I requested a withdrawal and it was rejected telling me that I was playing with bonus money and they left me with a balance of €100. I told them what happened and they said they would look into it, I'm attaching photos of when the turnover ended and when I won with real money. I also quote the casino's terms and conditions, which do not say anything other than that you must make the turnover and the money will be converted into real money.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Am I correct in understanding that immediately after you finished wagering your bonus, your winnings were capped at 100€ and transferred to the real money balance?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Could you please post here the photos you mentioned? I have not received any screenshots from you yet.

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

Best regards

Veronika

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I have made withdrawals from this casino and full identification

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kouratzina,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika