Richard Casino - Pelaajan voitot takavarikoidaan.

Hello

I deposited €316.62 in this casino on 18.07.25 via Crypto

I have fully completed my KYC

I have completely played through my wager of 24000€

I wanted to pay out the amount and now I am accused of fraud prevention

However, I have not committed any fraud.

I was lucky in the Sugar Rush 1000 machine and had a very big win there

Now I get a message saying that all my winnings are being confiscated and the casino wants to refund my deposit due to suspected fraud. But I didn't do this.

What can I do now?

Hallo

ich habe in diesem Casino am 18.07.25 via Crypto 316,62€ eingezahlt

Ich habe meine KYC vollständig abgeschlossen

Ich habe meinen Wager von 24000€ vollständig durchgespielt

Wollte nun den Betrag auszahlen und nun wird mir Betrugsprävention vorgeworfen

Allerdings habe ich keinerlei Betrug gemacht.

Ich habe glück gehabt in der Maschine Sugar Rush 1000 und dort einen sehr großen Gewinn gehabt

Nun bekomme ich eine Nachricht das alle meine gewinne eingezogen werden und das Casino mir meine Einzahlung zurückgeben möchte wegen Betrugsverdacht. Diesen habe ich aber nicht getan.

Was kann ich nun tun ?

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino specify the accusations against you in a follow-up communication?
• 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?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas

I registered at the casino on Friday 18.07.25

No, I don't know more than to say that I was accused of fraud prevention

But I didn't do anything, I spun normally, no dual account, nothing

I only played slots to reach my amount

(Pragmatic, Play n go, Netent, Tumble, and Beastmode)

Yes, I earned the winnings with a bonus

But I played through the wager of 24000€ and only then requested the withdrawal

Hallo Tomas

Ich habe mich an dem Freitag den 18.07.25 Bei dem Casino angemeldet

Nein mehr als zu sagen das mir Betrugsprävention vorgeworfen wurde weiss ich nicht

Ich habe aber nix gemacht habe normal gespinnt kein dual Konto nix

Ich habe nur Slots gespielt um mein Betrag zu erreichen

( Pragmatic, Play n go , und Netent und Temble Tumble und Beastmode)

Ja ich habe die Gewinne mit einem Bonus erspielt

Habe aber den Wager von 24000€ durchgespielt und dann erst die Auszahlung beantragt

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear Casino Guru representative,

Following an internal investigation, it has been determined that the player in question has committed a violation of the Casino’s Terms and Conditions, as well as its Anti-Fraud Policy. The breach has been identified not only within this Casino but also across associated sister brands.

The Casino adheres to a strict anti-fraud policy and employs a range of tools and procedures designed to detect and prevent any fraudulent activity that may compromise the fairness and integrity of the gaming environment. As outlined in the Casino’s terms, the Company reserves the right to apply restriction measures in cases where such activity is detected. These may include, but are not limited to: voiding of winnings obtained in violation of the rules and indefinite suspension of access to the player's account.

Based on the findings and in accordance with internal protocols, appropriate actions have been taken, including the enforcement of the aforementioned restrictions.

This decision is final and has been made in full compliance with the Casino’s policies.

We would also like to draw your attention to the fact that we want to return the amount of deposits to the player and have requested the data for a refund. Unfortunately, we have not received the data yet. But as soon as the player provides the relevant data (wallet address), he will be refunded the amount of his deposits.

Kind regards,

Richard Casino Team

Dear Richard Casino team,

Thank you very much for your cooperation. Could you please provide us with evidence supporting your statement? In order for us to close this case, we need to be certain that the confiscation was legitimate.

You can forward the relevant information to my email address: jozef.k@casino.guru.

So I am not aware of any allegations of fraud but I would also like to see so I know what I did wrong

I played exclusively slots, preferably Pragmatic and Play n Go machines. Here, I simply spun in turbo mode.

I have not had any dual accounts or anything similar, but only one account in each casino, so I cannot understand this

In their sister casino 24Casino I even had my own VIP attendant via Whatsapp because I played so much there

Also Ich bin mir keinen Betrugsvorwürfen bewusst aber würde ich auch gerne sehen damit ich weiss was ich falsch gemacht habe

Ich habe ausschließlich Slots gespielt Vorzugsweise Pragmatic und Play n Go Maschinen. Hier habe ich einfach im Turbo Modus durch gespinnt .

Habe keine Dual Konten oder ähnliches gehabt sondern in jedem Casino immer nur ein Konto deshalb kann ich das nicht nachvollziehen

In derem Schwester Casino 24Casino hatte ich sogar einen eigenen VIP Betreuer via Whatsapp soviel habe ich dort gespielt

Dear CasinoGuru representative,

Thank you for your time.

In order to ensure a thorough and comprehensive examination of the matter at hand, we require additional time to carry out a more in-depth investigation.

Let us note that the blocking was carried out on sister casinos, and blocking at our casino was automatic; it is common practice in the gaming industry.

Moreover, the blocking was in accordance with casino's policies. To our deep regret, we are unable to provide specific evidence or disclose internal information about third-party casinos due to security and confidentiality reasons.

We kindly ask for some more time for the final reply.

Thank you for your understanding on this matter.

Best regards,

Richard Casino Team

Huh, now all of a sudden I did something wrong in another casino first???

I didn't even play in another casino at that time

So it's getting strange in my opinion

Häää jetzt aufeinmal habe ich zuerst was in nem anderen Casino falsch gemacht ???

ich habe nicht mal in einem anderen Casino zu diesem Zeitpunkt gespielt

also langsam wird es seltsam meiner Meinung nach

Dear Richard Casino team,

Thank you very much for your cooperation. I am extending the timer by 7 days. Please let me know if you require additional time.

Dear CasinoGuru representative,

We have conducted an internal review and investigation regarding this case.

First and foremost, we would like to assure you that at Richard Casino, fair and responsible gaming is our top priority. Our mission is to provide a safe, transparent, and high-quality gaming experience to all players without exception. We truly value the way CasinoGuru recognizes our commitment to player safety, and we are confident that we live up to these high standards.

During the course of our investigation, we identified certain information suggesting a violation of our terms by the player. However, due to the highly sensitive and confidential nature of this data, we cannot disclose it publicly here in the complaint thread. To ensure proper communication, we have already sent a detailed explanation to jozef.k@casino.guru, and we will be waiting for your response there.

Once again, we would like to emphasize that fair play is at the core of our operations. All actions taken by the casino were strictly in line with our rules and policies, with no breaches of fairness or compliance. Because of our security and confidentiality obligations, it may be challenging to provide direct proof of the violations that occurred across our sister brands’ platforms. Nevertheless, we remain fully open to communication and will gladly share all possible information through the appropriate channels

Thank you for your understanding on this matter.

Best regards,

Richard Casino Team

Dear Richard Casino team,

I have responded to you email and expecting the reply. Thank you.

Dear CasinoGuru representative,

Thank you for giving us more time to process this case.

We are a fully licensed and transparent online casino that operates strictly within our internal policies and terms of service. In this particular situation, all the actions of our team were fully in line with our rules, which the player agreed to during registration.

Nevertheless, we highly value our reputation and always strive to maintain an honest and open dialog with our community. As a gesture of goodwill and in the interest of justice, we are ready to return the player's winnings in full.

We have conducted a detailed investigation into the situation and are ready to proceed with the refund.

To do this, we ask the player to contact us at support@richardcasino.com

and provide the address of his cryptocurrency wallet, confirming that he assumes full responsibility for the accuracy of the data provided.

Please note that since the refund will be made via cryptocurrency, it is extremely important to make sure that the wallet information is entered correctly, as we will not be able to cancel the transaction once it is completed.

Thank you for your understanding.

We look forward to hearing from the player as soon as possible.

Best regards,

Richard Casino Team

Dear Richard Casino team,

Thank you very much for your cooperation and professional approach.

Dear Quillo,

That is great news. Could you please follow the instructions and confirm once you have received the payment?

Nothing has arrived yet but I will let you know as soon as it arrives

Bisher ist noch nix angekommen aber ich werde mich melden sowie es angekommen ist

Everything has arrived, thank you for the successful clarification dear Casino Guru Team

Es ist alles angekommen danke für die erfolgreiche Klärung liebes Casino Guru Team

Dear Quillo,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jozef Krucay

Casino.Guru