Richville Casino - Pelaaja ei ole vielä saanut voittojaan.

I won €116 playing Trinity Gold Link. The game crashed immediately after the win. The winnings aren't visible in my game history and haven't been credited to my account. I contacted live chat right away. Since May 28th, I've been getting the runaround with "we'll get back to you." My withdrawal request from June 6th also remains unprocessed.

Ich habe im Spiel Trinity Gold Link 116 Euro gewonnen. Direkt beim Gewinn stürzte das Spiel ab. Der Gewinn ist nicht im Spielverlauf sichtbar und wurde meinem Konto nicht gutgeschrieben. Ich habe mich sofort an den live Chat gewendet. Werde jetzt schon seit 28.5 vertröstet mit wir melden uns. Ebenso wird meine Auszahlungsanfrage vom 6.6 ebenfalls einfach nicht bearbeitet.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Calesto03,

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 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

Dear Calesto03,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

The unjust reduction to 200 euros has not been reversed. Likewise, no one is commenting further on the missing profit.

Die Reduzierung auf 200 Euro zu Unrecht ist nicht aufgehoben worden. Ebenfalls äußert sich niemand mehr zu dem fehlenden Gewinn

Dear Calesto03, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Dear Calesto03,

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.

I replied to you by email.

Ich habe Ihnen per Email geantwortet

Dear Calesto03,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej L., (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello Calesto03, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Richville Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s winnings were capped and how can the issue be resolved? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.