The player from Germany had her account blocked without further explanation. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Rich Casino - Player’s account was blocked.
Black points: 116
Amount: €120
Rich Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Rich Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
9 months ago
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2 years ago
Translation
Hello, I won €120 at RichCasino on Sunday (11/13/22).
my account has already been verified. I then applied for the payout on Monday. Yesterday I wanted to register there and see what's up with the payout, but I couldn't register. My account has been deactivated. Unfortunately, the casino does not respond to emails. I can't contact the live support either, because you have to register for it.
Thanks in advance.
LG Eileen
Automatic translation:
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2 years ago
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
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2 years ago
Translation
Hello, Thanks for the quick reply.
I could have created that some time ago and paid in more often. Unfortunately I don't remember the exact date.
Account verification was successfully completed on Monday.
I played Gates of Olympus. And that wasn't bonus money.
Automatic translation:
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2 years ago
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.
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2 years ago
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.
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2 years ago
Translation
Hi Peter,
Many Thanks. I really hope that the problem can be solved as I urgently need the money. Warm greetings
Automatic translation:
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2 years ago
Translation
Hello Peter, is there anything new?
Has the casino contacted you yet?
LG
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2 years ago
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.
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2 years ago
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
