The player from Spain had the withdrawal and account suspended after accumulating a substantial win. The complaint was resolved. The player received their winnings 3 weeks later.
Rich Casino - Player’s struggling to withdraw their winnings.
Amount: €7,400
Rich Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
My account name at richcasino is Pepeloncio and my account is disabled, i cant enter after try a second withdraw of 3400e in the same day when they accepted my first withdraw of 4000e.
My initial deposit was 2700e.
The day 10 december 2020 was when my account was disabled and i have no answer of them after sent them a lot of mails asking about it.
The first accepted withdraw of 4000e will arrive to my bank? The second withdraw will be accpeted? Why my account was disabled? Why they dont answer me?
I put 3 stars because i dont know what happend,
if my founds arrive to my bank i will change it for 5 stars for receive all founds
All wins come from rulette, i only bet to five numbers or only in one, and all my documents and account have been verificated after 5 weeks of wait.
I would like continue being richcasino a good choise to have fun playing their games, i have had ever good experience and had fun with their games i cant understand what happen. Its true the withdraw take 1 week for accept withdraw but i have played in the past with no problem cashing out for that reason i come back to play again, i hope this dispute will be resolver because i want continue richcasino being good choise
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3 years ago
Dear Pepeloncio,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.
Could you please advise how many days ago your account got suspended? Did you receive a confirmation that your account has been fully verified in the past?
Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hello, I made a deposit on October 31, 2700e without bonus and after waiting several weeks to deliver documentation that asked me to wait another 10 days of game history that they asked me, they approved a first withdrawal of 4000e after waiting for a week was accepted on December 10, 2020, that same day I made another withdrawal of 3400e which was what I had left of funds and after two hours I tried again to enter my account because I wanted to cancel it to continue playing but I find my account disabled. I have not received any explanatory email and no response to my emails that I sent the moment I saw that my account had been disabled.
My question is, why did they disable it? Because they did not give me any explanation and they do not answer my emails and if I will receive in my bank the first approved withdrawal of 4000e and if the second of 3400e that is pending will be accepted and if I will receive it. While I have no response from the casino
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3 years ago
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By the way, thank you very much for your quick response and concern in advance casino guru about the resolution of this case.
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3 years ago
Thank you very much, Pepeloncio, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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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3 years ago
Dear Pepeloncio,
I’m sorry to hear about your negative experience. I will do my best to resolve your case as soon as possible.
I would like to invite the Rich Casino into this conversation.
Dear Rich Casino,
Can you please indicate the current status of the player’s withdrawal requests?
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3 years ago
Hello,
We hope this message finds you well!
Kindly note that the initial withdrawal request for 4000 was approved on the 10th of December. Please allow up to 5-7 business days for the funds to be reflected in your account.
In regards to your second withdrawal request of 3400, we are glad to inform you that it was approved on the 15th of December and should reach you in the same timeframe specified above.
Should the funds not arrive in the designated timeframe, please contact us at accounting [@] rich casino . com and provide us with a bank statement so we can further investigate.
We have received your emails and replied to your queries, however it would seem that our replies do not reach your inbox. Please check your spam folder in case they were mislabeled automatically. Alternatively, you can email us from a different address (mentioning your username), should you have one available.
Kind regards,
Rich Casino
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3 years ago
Translation
Thank you very much richcasino for responding to this open case, glad to hear your news. I will be pleased to wait for the time set to receive the two amounts of 4000e and the second amount of 3400e.
Casino guru, I will inform you here as I receive each deposit in my bank account, until then I wish this case would remain open.
Thanks again casino guru for your platform and richcasino for your response to this case.
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3 years ago
Dear Pepeloncio,
I’m glad there's good news! Please keep us posted here regarding any development regarding this issue. The complaint will remain open until you confirm you’ve received the payments.
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3 years ago
Translation
Hello casino guru, unfortunately I have not received the funds in my bank yet, 13 days have passed since they accepted my first withdrawal 9 of them working days, I have written with another email to accounting @ richcasino but they do not respond to me, I do not know when they will reach me Bank the funds or if they will reach me, I do not deserve this, I have always been patient with their deadlines and I am a legitimate player who only wants to receive their funds, please casino guru can you contact richcasino for an answer? Thank you
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3 years ago
Dear Rich Casino,
Can you please indicate the current status of the player’s withdrawals?
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3 years ago
Hello,
We hope this message finds you well!
You should be receiving the transfer in the following days. We are currently investigating what may have caused delays in the funds reaching your account, we apologize for any inconvenience this may have caused on your end.
Kind regards,
Rich Casino
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3 years ago
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Thank you richcasino for your reply.
Could you be more precise about how many days you refer to? 14 days have passed, 10 of them working. When have you sent the payment to my bank? When should they be in my bank account at the most?
If you have problems with the bank transfer you can make a transfer in bitcoin.
I don't think I deserve this delay from my legitimately earned funds.
I will send you my bitcoin address to your email accounting@richcasino.com, to make the deposit of 7400e in bitcoin if you have problems with the bank transfer.
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3 years ago
Dear Pepeloncio,
I’d like to kindly ask you to stay patient and wait a few more days for the funds to land in your account. Unfortunately, such delays are not uncommon during the holiday season. In case you don’t receive your funds in the upcoming week, we will investigate further. Please keep us posted here on any development in regards to the issue.
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3 years ago
Translation
hello casino guru
I have not received any income yet, it has been 19 days (11 of them working) since the first approved withdrawal of 4000e and 13 days have passed since the second accepted withdrawal of 3400e (8 of them working)
I only received a response by email on December 23 just telling me to wait a few days without specifying anything else.
I would like richcasino to send me the funds by bitcoin because it is seen that by bank transfer it is not possible.
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3 years ago
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When I have any news of receiving any income in my bank I will notify it immediately here, but at the moment I only have richcasino promises.
Apart from that they have only answered once to my multiple messages telling me that in a few days I will have the income without specifying anything else, there is no communication on their part to find a solution or inform me of anything
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3 years ago
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Hello, today I have received the first withdrawal of 4000e, now I have to receive the second withdrawal of 3400e
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3 years ago
Dear Pepeloncio,
I’m glad there’s good news! Please let us know as soon as you receive the remaining amount. I hope to see your complaint resolved very soon.
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3 years ago
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Hello, today I received the last withdrawal of 3400e. I have received all funds, total 7400e.
This case can be closed as solved.
Thank you very much casino guru for your service to the community and richcasino for receiving the funds.
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3 years ago
Dear Pepeloncio,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that you’ve received your winnings in full! We will now mark the complaint as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
Best regards
Andrej
