Home Complaints Rich Casino - Player has been blocked.

Amount: €1,285

Rich Casino - Player has been blocked.

8.5/10 Very Good reputation Submitted: 16 Sep 2020 | Resolved : 24 Sep 2020
Our verdict

Case closed

RESOLVED

Case summary

32 days ago - 24 Sep 2020

The player from Norway has been blocked from the website for an unknown reason. After contacting the Casino they've opened player's account and restore money balance.

Written by Viliam
Casino analyst
Public

The casino have disabled my account just suddenly. I was logged in and about 2 hours later they had disabled my account. I have written 3 emails to the support, no response.

Public

Dear Katta2020,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you please specify, when exactly you were blocked? Do you receive any message when you try to access your account? The more information you provide about your issue the better.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristína

Public

Hello again and thanks for your reply. I think i just pushed a wrong button in there when i was trying to figure out payments methods and withdraws methods. I was playing with my bonus and had wagered 38 %, i had over 1200 euro at that time. Anyway, they shut me out, and also from their other site, Thebes casino, like i was a criminal. I dont feel i have done nothing wrong. I dont want to go in there no more anyway, it feels really negativ. and there was no use contacting the support either. I just got the message that my account was disabled and it was unrevocably. Well well, the bonuswinnings belong to them anyway, so i just rest my case. Thanks for your response 🙂

Public

Katta2020, thank you very much for your reply. Do I understand correctly, that your account has been closed before you finished your wagering?

Is there any relevant communication between you and the casino that you could forward me? My email address is kristina.s@casino.guru.

Public

Yes, i had wagered 38 prosent when they just kicked me out. I wil send you the response i got from them. Thank you.

Public

Katta2020, thank you for your email. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Public

Hello Katta 2020,

I looked at your complaint and will do my best to help you. I would like to invite Rich Casino into this conversation. Can you please specify why did you close player's account?

Public

Thank you. I recieved a mail from security Rich Casino yesterday, that said i had to send in documents for verification before they could open my account again. So i did.

Public

Dear Katta2020,

please let me know when you'll pass verification process so I can close this complaint as resolved.

Public

Hello. Yes, they did open my account again, but all the money is gone! 😀 So i have now sendt a mail to security asking where all the money went. I have surely no interest playing in there again with this kind of treatment, so it was a wast of time for them to open my account. I am wery disapointed.

Public

Dear Katta,

did the casino let you know why they closed your account? There could be many reasons why they did and I would like to know if there is any chance for you to get the money back.

Public

Hello again. A great response from the casino today! I got a nice mail from them, the money is back and everything is okey 😊 Thank you to Rich Casino and to you, Casino Guru 😘👍

Public

A little aftermath, the 38% wagering is gone, and there are some slots that i can play just a little amount of money on. I dont understand that, so i have been asking support. Waiting for response. It was not like that before my account was disabled.

Public

Thank you very much, Katta, for the update. Do I understand it correctly that your problem has been resolved? Can I close this complaint or there’s anything else we could help you with? Thank you in advance for your reply.

Public

I think this case has been resolved and you can close this complaint. Thank you again.

Public

Dear Katta,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam