Rich Casino - Player’s account was blocked.

Hallo, ich habe am Sonntag (13.11.22) 120€ bei RichCasino gewonnen.

mein Konto wurde auch schon verifiziert. Am Montag habe ich dann die Auszahlung beantragt. Gestern wollte ich mich dort anmelden, und schauen, was mit der Auszahlung ist, ich konnte mich aber nicht anmelden. Mein Konto wurde deaktiviert. Auf E-Mails reagiert das Casino leider nicht. Den Live Support kann ich ebenfalls nicht kontaktieren, da man sich dafür anmelden muss..

vielen Dank im Voraus.

LG Eileen

Dear Neuroleptika,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hallo, vielen Dank für die schnelle Antwort.

das konnte habe ich schon vor einiger Zeit erstellt und auch öfter eingezahlt. Das genaue Datum weiß ich leider nicht mehr.

Die Kontoverifizierung wurde am Montag erfolgreich abgeschlossen.

Ich habe Gates of Olympus gespielt. Und das war kein Bonusgeld.

Guten Morgen, gibt es schon etwas Neues?

Thank you very much, Neuroleptika, 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 best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Neuroleptika,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rich Casino to the conversation to participate in the resolution of this complaint.

Hallo Peter,

Vielen Dank. Ich hoffe sehr, dass das Problem gelöst werden kann, da ich dringend auf das Geld angewiesen bin. Liebe Grüße

Hallo Peter, gibt es etwas Neues?

Hat sich das Casino schon gemeldet?

LG

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 Neuroleptika,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 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 could 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. I am sorry we could not be of more help on this occasion.

Best regards,

Peter