Rich Casino - Player’s winnings from No Deposit bonus have been cancelled.

I would like to complain about the Rich casino that canceled my withdrawal and they reason is not clear. I played using my old balance including free spend. I won more 80k I kept on playing till I was able to withdraw. I do understand the bonus and wagering process. I was helped by Larry the online Agent promised me that I will get my payout because I did play till I managed to withdraw. I waited 5 business days my withdrawal was pending. Only today The online agent Ned is telling me that I can not withdraw till I deposit R350. The issue is I requested for my first withdrawal of R40000 on the 4th January 2021 I was told it takes up to 5 working/ business days. I continue to play and I kept on losing and wining and on the 5th January 2021 I requested withdrawal of 40k While I was waiting for my withdrawal I was getting promotions from the online agents. I kept on saying I am waiting for my payout. They will say I must wait maximum 5 days. Today when I check my account the withdrawal was canceled. When I ask The online agent is telling me that I suppose to deposit R350 the past 5 days. When I check the rules again there is not one rules that is saying that before I get my payout I must deposit some money. 

Please assist me.

Dear velapn,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Help Section, and this is what I found https://www.richcasino.com/en-FI/help:

"Can I withdraw without making a deposit?

In order to withdraw winnings originating from free chips, you must have made a deposit within five (5) days of the withdrawal being processed.

Once the withdrawal from a free bonus is approved, the remaining balance from the winnings corresponding to the free bonus in question will be voided."

Please understand, that it is not unusual for casinos, to put restrictions on the bonus play and bonus winnings withdrawals (restricted games, game providers, maximum bet etc.) Have you tried to communicate a possibility to deposit funds into your account now and then requesting a withdrawal again? Do I understand correctly that your entire winnings have been accumulated from a No Deposit bonus?

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

Dear velapn,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, 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.