Rich Casino - Player’s bonus winnings have been capped.

They gave me Free spins without a deposit, I reached 4 thousand and such almost 5,000 euros but when I was playing in a slot I suddenly took out about 4,200 euros .. and it's not the first time that it happens on gambling sites associated with this page. . Is this normal or was it because I never made a deposit?

Dear Elisa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand it correctly, that you have accumulated your winnings from Sign-up Free Spins? I have checked bonus policy, and this is what I found:

"Free bonus withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum €100,

(ii). Silver maximum €100,

(iii). Gold maximum €200,

(iv). Platinum maximum €300,

(v). Titanium maximum €400,

(vi). Master maximum €500."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play. 

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding. 

Best regards,

Petronela

Dear Elisa,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.