Rich Casino - Player’s struggling to withdraw her winnings.

I just confiscated $ 500. Until then, I applied for withdrawal and had been back for 5 business days. This is the second withdrawal. I think it was quite a while ago last year that I received a deposit-free bonus and cleared the conditions. I was reluctant to talk to support because it was in English, so I couldn't withdraw the bonus of $ 100. I made about $ 750, but the terms and conditions stated that it was $ 100, so I asked support to withdraw for the time being. Then I was told that I needed to make one deposit, so I made a deposit once, applied for a bonus withdrawal, and then enjoyed the slot with a cashback bonus of $ 10. I was told by support that I needed to submit an identity verification document, but I had submitted the identity verification document before I registered, but since I had been standing for about half a year, I submitted the identity verification document again. He said he wouldn't ask support if there were any other documents needed because the withdrawal hadn't been processed in two days. Withdrawal was ecoPayz. I was told that it would take up to 5 business days, so I was waiting. About 7 days later, I received an e-mail saying that the withdrawal was verified, and ecoPayz also received the deposit properly. After that, I made a deposit, so I finished playing and had $ 650 left, so I applied for a second withdrawal of $ 500. It was also said that it would take 5 business days. However, I happened to rely on the money because the electric company I use at my house went bankrupt and I couldn't get a bill for two months at a stretch. I told the support people that I was in a hurry many times, but as soon as the days passed and the examination was over, I was told that I would receive an email and that ecoPayz would also be credited. Even so, the deadline for paying the electricity bill was gradually approaching, and I asked if I could withdraw money many times as soon as possible, but it was only 5 business days. The day before yesterday has finally passed and I am anxious and sick. I contacted support many times, but I was told to wait without worry until the examination was completed. As a result of waiting for 6 days, the withdrawal was refused. I received an email from the payment team saying that the reason was that I didn't submit the screenshot of the ecoPayz account. I wasn't charged the first time, but I was charged the second time, and the payment team told me to apply for withdrawal as soon as I submitted it, so I emailed a screenshot of my ecoPayz account and I refused $ 500. I applied for withdrawal again. When I asked support if I would like to deposit the documents to ecoPayz immediately after submitting the documents, I was told again that it would take 5 business days because I renewed my withdrawal application. I didn't understand why it would take so long even though I had reviewed it once, and I told the supporters that I had to pay the electricity bill all the time, but after 5 days, I received an email from the payment team, so I'm relieved. They said. Before that, I was told that I had visited the documents for support at the time of the first withdrawal of ecoPayz, much less the same withdrawal method, if I submit it before the examination is completed. Submit documents to me. Do I have to tell you? But he said he didn't know the support. I also sent an email because I thought I had to wait 5 days in vain because of a mistake on the casino side instead of me, but the email from the payment team did not reply until I finally urged by email. I sent an ecoPayz Account screenshot the day before, but when I sent a reminder email in the evening, I was told that it would take 24-48 hours to check the documents, and I couldn't understand the reason. From there, I contacted the support staff and asked why I had to wait 5 business days even though I made a mistake, but I only said that it would take 5 business days, excluding the first day. I thought it would be useless to talk to the support and payment teams because it would really stop if I didn't pay the electricity bill early, so I said I would like to talk to the casino boss. Support was all about emailing the payment team. Normally, the withdrawal was processed the day before and reflected in ecoPayz, but if you want to have a quick response, talk to your boss and ask the settlement team to process the withdrawal faster. I thought that was the fastest and told support. However, support was all about emailing the payment team and having to wait 5 business days. I called richcasino today, but I hung up because I had no idea what the English guidance was saying. After that, I called support but told him I didn't understand English. Please wait with peace of mind from there, and it will not try to speed up the withdrawal just by saying. After all, I thought that I should contact the management company somehow, so I said it to support and googled, but I did not understand at all. It's just a while ago. It would be sudden if I had been talking to my boss about making complaints, right? The payment team also said that the reason for the refusal was the screenshot of the ecoPayz account, but support said that I was trying to withdraw because it was from a bonus, so I confiscated it, and it made no sense. When I went to my account, I really lost $ 500. I thought I wouldn't have to stop paying for my electricity, but suddenly I didn't say a bonus. I don't know why I sent the ecoPayz screenshot, and I don't know why I was told to wait 5 business days. The electricity stopped and my head was full. I was playing with it properly for deposit. Why now? I haven't been swayed even once, but I haven't been told while I've been waiting for 5 business days. Thanks to that, I can't pay the electricity bill and I'm in great trouble. Originally it was reflected in ecoPayz as of yesterday. It's too cruel. Get my $ 500 back. please help me. When the electricity stops, both mobile phones and personal computers. You will not be able to use anything. It looks cute even though it has children. It's too terrible. Nice to meet you. Please really help me. I have a mental illness and I also have severe depression and panic disorder, anxiety disorder, social phobia, and adult children. The only money I can do for my kids right now is when I get a small win with a casino deposit-free bonus and a small amount of money. please. please help me.

The account was closed earlier. I want you to return the money. Please help me.

Dear rrsyae6o263,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Could you please elaborate? Do I understand correctly that your withdrawal has been cancelled and account blocked? Have you accumulated your winnings from a No Deposit bonus solely?

Ideally, please forward your bonus and cashier histories to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

thank you for your reply. I don't know why the account was closed. However, I received an e-mail from the casino saying that the account could be closed for the convenience of the casino and that it was closed based on the terms and conditions. You don't earn prizes just for non-deposit bonuses. After that, even after depositing, I was spinning slots at this casino.

I'd like to send bonus history etc., but I can't enter the casino because my account was closed.

Everything happened at once yesterday. Suddenly $ 500 confiscated account lock account closed.

Winning money could not be withdrawn without a deposit.

The first withdrawal application was made on April 28th. I applied for a $ 100 withdrawal and then it was deposited on ecoPayz on May 5th. On May 6th, the casino reported that the withdrawal was approved.

The second withdrawal application is May 5th. On May 12th, the withdrawal refusal email stated that the reason was the lack of documents in the ecoPayz account.

The casino said in an email that I would like you to submit the documents for your ecoPayz account immediately and re-apply for withdrawal immediately.

So I immediately reapplied on May 12th.

When the winning money was received, the electric company would disappear, so I was billed for two months at a stretch, and I was waiting because the support would be waiting with peace of mind with the intention of paying that amount. However, he said that he should hurry to support because the electricity may stop because the payment deadline has passed so much. If you don't make some money, you won't be able to make electricity or other payments, so is there anything you can make right away? I was trying to earn some money with no deposit bonuses in various places, but it is quite difficult. I can't work because of my illness. Is there anything I can make by the time I get $ 500 back? Nice to meet you.

Do I understand correctly that your entire winnings were accumulated from a free bonus and the deposit placed only to verify your payment method? Thank you in advance for your reply.

Thank you very much for contacting me.

It's a bit difficult to say, but am I being asked if the prizes I had were accumulated from the free bonuses and the money I deposited? If so, I think you understand. Did you receive the email sent from the other side and the email that I was in a hurry and rushed to (it's an embarrassing sentence)? I also sent a screenshot of the support content, but it was as if I was making a deposit but not making a deposit. I also read the terms of the rich casino bonus, but it was stated that $ 100 can be withdrawn from the prize money from the bonus without depositing, but I was told that I can not withdraw without depositing. I thought that I had to make a deposit and clear the betting conditions, so I also cleared the betting conditions for the deposit. A little while after I said I wanted to talk to my boss, everything went wrong. Will the prize be returned? Earlier, I received a call from the payee. I asked you to wait somehow. I'm sorry.

Dear rrsyae6o263,

Thank you very much for forwarding the relevant communication. Meanwhile, I have checked the general bonus terms and conditions, and this is what I found (here):

"1.1.4. In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account.

1.1.5. Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

It looks as if your winnings of $500 were voided as they were accumulated from the deposit which has been requested only to verify your payment method. I fully understand the confusion and how customer-unfriendly this procedure is.

Could you please confirm that you have placed a minimum required deposit after being advised to do so by the casino support after requesting a withdrawal of your Free Spins winnings?

Thank you very much for contacting me.

Is it possible that I can't get the $ 500 back?

When I made my first withdrawal, I was told that I had to deposit at least $ 10, so I used the cashback bonus to deposit.

However, after that, the winning money was not confiscated and nothing was said.

I've been asked many times by support if the withdrawal from the no deposit bonus is $ 100 and I was told that I can withdraw up to $ 100.

Even after withdrawing $ 100, the money in my account was not forfeited.

Even when I applied for $ 500 for the second withdrawal and was rejected by the examination, I was not confiscated or told about the winning money.

Maybe using the cashback bonus when I made a deposit wasn't forfeited?

When I said that I wanted to talk to my boss at the casino because it took too long to withdraw, I was suddenly told that I was confiscated and was confiscated.

I played several times after depositing.

Is it impossible for me to withdraw the $ 500 prize in this case?

Nice to meet you.

I wasn't wondering why it wasn't confiscated before I applied for a withdrawal of $ 500. Let's say you couldn't withdraw $ 500. My own doubts remain. Why wasn't it confiscated? Why didn't the story come up in the second withdrawal application?

There may have been some reason why he couldn't confiscate $ 500.

Isn't it because I used the cashback bonus and the winnings that were bonuses from free free spins are no longer just bonuses from free free spins?

Why was your account closed?

At first, the casino side owned the ownership of the bonus winnings from the free free spins.

However, when I made a deposit using the cashback bonus, my money was also mixed in, and even if it was lost, it was returned with cashback and the ownership of the free spins winning money was owned by the casino side. Isn't it because it's gone?

I should have looked around more.

People are obsessed with money and misunderstand that the money they don't have is theirs.

It doesn't belong to anyone until I get the money.

It's not good to do things that don't have to be about money, and money isn't just there, and if you look around, money is everywhere, so I'm rushed myself. If you wait properly, I'm sure it might have come to me.

Dear rrsyae6o263,

Could you please confirm that you have received your $100 winnings?

Have you played after placing the deposit?

Thank you very much for contacting me. I received a $ 100 win. I was playing even after depositing.

I'm sorry rrsyae6o263, but your deposit was meant to be placed just to verify your payment method, not to be played any further. I fully understand how confusing it might be for players, unfortunately, there's not much we can do to help you with this case since you've received your legitimate winnings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thank you very much for contacting me.

It's impossible to receive $ 500.

However, when I deposited $ 10, I used the promotional cashback bonus to deposit.

I first selected the cashback bonus offer from the promotion and deposited $ 10 and then applied for withdrawal of $ 100 of the winnings from the free free spins.

After that, I used the promotion of the new cashback bonus, so the cashback was also credited to my balance. I've been hitting slots for a few days since then.

The winnings from the free free spins were withdrawn, but since I used the cashback bonus for the second promotion, the cashback of that cashback bonus was also confiscated in the balance.

Will the first free offer not go away with the second promotion?

Do I understand correctly that by the time you start playing with your deposited funds, your withdrawal of $100 was already processed? Could you please request your complete game history from the casino and forward it to petronela.k@casino.guru? Thank you in advance.

thank you for your reply.

I applied for a $ 100 withdrawal before playing. However, for some reason it was said that it would take 5 business days and it was not processed easily.

Would you like to submit the paperwork to me who is blocked when I ask the casino side for game history?

Maybe I confiscated my balance and blocked it because there was something wrong with it?

I wish I could be proud if there was nothing wrong with it, but maybe there was a reason I wanted to hide something that I had to block. I tell the casino that I want a complete game history.

Dear rrsyae6o263,

From all the information that we collected so far, it looks as if "mixing funds" took place, and therefore, your winnings have been voided. Mixing funds is a term used when bonus money and real money are played together and it is difficult for the casino or player to distinguish if winnings were accumulated with or without an active bonus.

If you receive game history from the casino, please forward it at your earliest convenience to petronela.k@casino.guru. Nevertheless, it seems as we will be forced to reject your complaint. I wish I could be of more help.

Thank you for contacting us.

I contacted Rich Casino, but I didn't get a reply.

I'm ignoring my inquiry. I haven't heard from you.

It can't be helped.

I was wondering if he was in direct contact with the casino, but it didn't seem to be the case.

In the end, I realized that I had to move by myself.

Thank you.

Thank you very much, rrsyae6o263, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello rrsyae6o263.

I am sorry to hear about your troubles.

Because I am still unsure how you won the $500, I would like to invite the casino representative into the case.

Could you please clarify what happened in this case?

Thank you for contacting us. I have to wait 5 business days because it takes too long to withdraw, but I was told to reapply for withdrawal because the Ecopaise documents were not submitted. I told him many times in a hurry because the deadline for paying the utility bill was approaching, but my story seemed to be ignored, so I told him many times that I wanted to talk to the above. rice field. From there, I was suddenly confiscated $ 500, and I was suddenly told that it was a win from a free bonus, even though I hadn't said anything before, and my account was blocked at the same time.

Until then, he said he would redo the withdrawal application.

Hello,

We hope this message finds you well!

Kindly note that the entirety of the winnings, totaling 650 originated in a set of free spins received prior to the first deposit. The withdrawal request was approved for 100, as per our Bonus Rules item 2.1.9. Free Bonus/Spins withdrawal limits; Maximum withdrawal amount from free bonus money are as follows: (i). Basic maximum $100.

After the approval of initial withdrawal request of 100, the second withdrawal request of 500 was returned, and the funds were voided as the maximum cashout for that bonus had already been reached.

Should you require any additional information or assistance, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Dear Rich Casino,

could you please send me the player's game log? (matej@casino.guru)

Thanks.

Dear rrsyae6o263.

Today I received your game log from the casino representative. 

On 29th, April 6:12, you deposited a first-time $10. At that time, you had on your account a balance of $650.46, and all won from a free bonus.

Because there is the maximum amount that players can withdraw from a free bonus (not only in this casino in every casino), from that $650.46, you should be able to withdraw only $100 and $550.46 - the remaining balance should be voided. And exactly that happened.

After you deposited $10, you claimed two more bonuses, but your balance went down to $526.14. (from which $550.46 is the balance which should be voided)

I am very sorry, but the casino is right in this case. You can't withdraw more than $100 from a free bonus.

Dear rrsyae6o263,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Because of all written above, we are closing this complaint as rejected.