RichPrize Casino - Pelaajan tili suljettiin ja hänen varansa takavarikoitiin.

I joined RichPrize on 9 October 2022, with my account fully verified on 24 October 2024.

I have received several successful withdrawals in the past, but my latest withdrawal for €1700 was cancelled and my account closed with an email dated 4 April 2025 from the casino saying:

"Dear,

Following a thorough review of your account, we have identified activity that violates our platform’s Terms and Conditions. Specifically, your gameplay in a Relax Gaming title was found to be in breach of our fair play policies.

As fairness and integrity are central to the experience we offer, the use of strategies or patterns intended to manipulate game outcomes is strictly prohibited.

As a result, we regret to inform you that your account has been permanently suspended. Additionally, your recent withdrawal request has been declined in accordance with our Terms and Conditions, and this action has been followed by the closure of your account.

Kind regards,

Victoria

Senior VIP Manager"

I honestly didn't understand what that they were saying and wrote back on 4 April 2025:

"Dear Victoria

I am shocked and disappointed with this announcement that I had somehow played unfairly and that you have confiscated my balance.

Please could you elaborate in more detail what you think I have done wrong."

I haven't had a reply since then.

Please could you help me with my case.

Dear dsp99RF,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you are experiencing. To better understand your situation and assist you further, could you please provide more details by answering the following questions:

• What specific strategies or patterns do you believe the casino is referring to?
• Have you noticed any bugs, errors, or glitches while playing the mentioned Relax Gaming title?
• Which game issued by Relax Gaming did you play?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi Veronika

Thank you for helping me with my complaint. To answer your questions:

a) I honestly have no idea what strategies or patterns the casino is referring to.

b) I haven't noticed any bugs, errors or glitches in connection with Relax titles.

c) Although I don't always memorize what provider the game is made by, more recently I have been playing a Relax slot called Dragons' Awakening. There is nothing unusual about this slot - there are no progressive features or jackpots.

Did you accumulate your most recent winnings with or without a bonus?

Please request the casino to send you the gaming history with your Relax Gaming titles in Excel format and then forward it to me at veronika.f@casino.guru. Kindly include all the other communications, screenshots, or other evidence that could be relevant to the investigation of your case as well.

I did avail of a deposit match bonus and that was a session where I accrued my winnings.

I have emailed Rich Prize requesting the information you are asking for, which I will in turn forward to you.

Thank you for the information. Have you received your gaming history from the casino yet?

Hi Veronika,

Hope all is well. Thank you for taking the time to look into this matter. I’ve just sent you an email with all the requested information — please don’t hesitate to reach out if anything else is needed.

Best regards,

Victoria

Dear dsp99RF,

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.

Hi Veronika

I notice from the most recent post here that Victoria from RichPrize has already sent you the requested information (status says Waiting for approval).

Hopefully this is sufficient to move things forward. Please let me know if you require anything else from me.

Thank you very much, dsp99RF, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi dsp99RF,

I'm taking over your complaint. I will do my best to help.

Dear RichPrize Casino team,

Thank you for the evidence and explanation provided. I've replied to your email. Unfortunately, so far we haven't found any reason not to pay the player their winnings. Unless the player actually breached some relevant Bonus T&Cs, they should get paid in full.

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.

Hi dsp99RF,

I'm still trying to get in touch with the casino. I will keep you informed.

Hi Peter,

apologies for the delay — I needed some time to fully review and analyse the player’s game sessions. A detailed response has now been sent directly to you via email.

Best regards,

Victoria

Hello Victoria,

Thank you for your email. I've emailed you our position.

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 dsp99RF,

We received one email with arguments that we can't consider sufficient to justify confiscating your winnings. After replying to this email and explaining our position, unfortunately, the casino stopped responding. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. Since the casino currently operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I wish I could be of more help.

Best regards,

Peter