Rich Casino - Player's unable to withdraw.

Casino refused to pay as said i had wagering left which i didnt also would not allow me to access my logs so i could prove i had finished said wagering as i made sure of this before i tried to withdraw money , i have nothi g good to say about the way i was handled i wond serveral amounts that night before i won a jackpot on Game Mustang , i have played very carefully but i feel this casino uses wagering to stop people from winning my reason is that i spent over $5.00 on a bet on game wolf Gold i did this only after i had confirmed that ghe wagering was over they took all winings even earlier ones which i dont feel is fair at all i still havent had proof as i cant access the day ? Help please

Dear Chris,

Thank you for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few more question so I can understand your case completely. Are you still able to access your account? What information is available to you - can you see your real or bonus balance? Are you able to access your profile or bonus information? What reason did the casino give to you? Please send us any relevant proof (screenshots, mails, chat with casino) which could help. Send it to nikolas.b@casino.guru.

Best regards,

Nick

Dear Chris,

We haven't receive any answer from you. Please note, if you will fail to respond to us within the next 7 days, your complaint will be rejected.

Best regards

I have responded several times wierd , i also re conected with rich casino asking to see logs of games .

Dear Chris,

Could you access your game log in your casino account by the guide the casino provided?

Hi Nick

No not at all , i could access the day before but any further access it says you have to contact surport when you contact surport you just get the same response i have totally been f about buy these guys i deal with a whole lot of casinos never have i had the run about like this one , i notice you rate them highly why ?

We did not have any issue with the casino, only a few complaint which were mostly resolved. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Chris,

I looked at your complaint and will do my best to help you. I would like to invite Rich Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello,

Thank you for reaching out to us!

Kindly note that as per our Bonus Rules item 3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit. The bet in question was placed on the 4th of April on the game Wolf Gold.

In regards to the reports not being displayed, please note that the situation occurred in early April. The user initially solicited logs for the period between the 27th of March and the 1st of April, however the account was registered only on the 4th of April. The user then requested the logs on the 11th of April and was informed via email that they can be retrieved from the account directly, via the Reconcile Report page. The user mentioned that they cannot retrieve them, so our Support team repeatedly requested screenshots of the report page at that time in order to diagnose the issue, however none were provided.

Concerning the latest email received, it contains a request for records for the 31st of June, however there has been no activity on the account since the 30th of April.

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

Kind regards,

Rich Casino

Ok thats a start the 30th april and possibly the 29th of april would be a start may i see the game logs please? Is this to much to ask

Dear Casino,

please provide some relevant evidence where is clearly visible that this player broke max bet rule, my email: viliam.v@casino.guru.

Dear Chris,

Casino provided us relevant documentation that you were placing higher bets than allowed.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but 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.