Rich Casino - Player's account has been blocked.

Hello, i have a big problem with this casino. My account was disabled and i still hade my full deposit in my account after i played with a 100 percent cashback with no rules incase of loss. I emailed them asking for my refund but they just said my account was closed for inconstiences so i filed a complaint on askgamblers site. They just acuse me of having more then one account wich i do not have and they did not reply further so the complaint was closed as unresolved. I would super much appricate help to solve this i just want to get my refund for my deposit please help me with this.

Dear 740zunk, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Is there any chance, that someone from your household or using the same IP address has also created an account at this casino? Do I understand correctly that the casino blocked you after you made a deposit?

Could you please clarify the dispute value (40,000 kr)? Is this the amount you deposited?

Looking forward to hearing from you.

Best regards, 

Kristina

Hello Thank you Very much, no i am sure that no one from my ip created another account. It was around that sum +/- some thousands crowns i am not exactly sure since i can not get into the account

I really just want the casino to contact me so i can get my refund i have waited for over a month

Thank you very much for your reply, 740zunk. Before proceeding with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you i will do that

Thank you very much 740zunk for your reply. I will now transfer your complaint to my colleague Adam (adam.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 soon.

Hello 740zunk,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rich Casino to join the conversation and participate in the resolution of this complaint.

Dear Rich Casino,

Can you please clarify the reason for the player's account having been blocked? If it is indeed due to registering multiple accounts, please send supporting evidence to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Thank you Very much, i really need my refund for my deposit that was still on my account i have waited super long

Dear 740zunk,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Rich 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, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Thank you Very much sir, it is really worrying me the fact that they Maybe will not respond since they are flat out ignoring my emails too.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Rich Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Rich Casino may block regular or tournament play and/or prize distribution.

Kind regards,

Rich Casino

Hello, i just want my refund for my deposit please it is still on my account

Dear Rich Casino,

Thank you for your response and for clarifying the situation. Can I please ask once more that you provide us with supporting evidence of the player's breach of these terms?

It can be posted here or sent to me directly via e-mail: adam.m@casino.guru.

Kind regards,

Adam

I just want my refund for my deposit

Hello please keep trying to get ahold of the casino, my whole deposit was still on my account and it is a lot of money i really need it Thank you

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.

Thank you sir, if they do not respond i would like to contact the owner of the casino since my deposit was stolen wich is not legal.

Hello my freind contacted the casino via live chat and was told they would respond within 72 hours so please keep it open

Hello 740zunk,

I will extend the timer while we wait for a response from the support.

Kind regards,

Adam

Still nothing on my mail. They are acusing me of having more then one account. I just want my deposit returned to me, it says nothing on theyre terms and agreements that they have the right to void the deposit.

Hello 740zunk,

As the casino told you they would contact you, I am going to allow one more week in the hope that a resolution can be found. I will once again try to contact the casino. If they fail to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Kind regards,

Adam

This was the 10 of november. Still nothing, i have been told numerous times on livechat "security will respond within 72 hours" and it has been weeks and nothing