The player from Switzerland had their winnings voided as if they’ve been generated from a Free bonus play. The complaint was rejected as the casino proved that the winnings were generated from bonus money and that's why the winnings limit applied.
Rich Casino - Player’s winnings have been capped.
Amount: €2,500
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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3 years ago
Translation
I made a deposit with neosurf and that caused problems because it didn't reach the casino
I then contacted neosurf and after a week it was transferred to the casino about 40 euros.
The casino then added a bonus to my 200 euros to play with.
I implemented everything and was able to pay out 2500 euros.
stupidly I canceled the profit but immediately applied for a payout.
Then after a week I was told it hadn't been approved because I haven't made a deposit for a week and can only withdraw if I deposit again.
have paid another 25 euros and was able to pay out.
after a week I got a notification that it was approved but only 100 euros.
Automatic translation:
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3 years ago
Dear Jasmkn1980,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your game and bonus histories to petronela.k@casino.guru?
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
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3 years ago
Thank you very much, Jasmkn1980, for your email. Could you please confirm the following?
- 13/04/21: Misplaced deposit of €40 has been honored with a bonus of €400.
- 28/04/21: Casino has requested another deposit to be able to process your withdrawal.
- 05/05/21: Withdrawal of €100 has been approved.
Could you please forward your game history and a screenshot of your bonus section? Looking forward to hearing from you.
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3 years ago
Translation
I deposited 40 euros with Neosurf 40 euros. Unfortunately there was a problem, I contacted Neosurf, they forwarded the money on 13.4.
from support I got a bonus of 160 euros and free games.
for me this is a deposit bonus.
I implemented everything in the end I was able to apply for a payout of 2500 euros.
stupidly, I then clicked cancel after 2 days. immediately made against payment.
Against wait 5 days and it was not approved. I had to deposit again that I can withdraw.
I immediately made a withdrawal.
After waiting 5 days I get an email that it was approved.
Whenever I contacted support because I don't trust the thing, I am told that I only get 100 euros. Because it comes from free games.
I think it's from the deposit bonus.
The support does not give a correct answer
And e mail is not answered at all.
I understand that if you just get free spins that you only get 100 euros but not who I deposit.
and the way they do it is misleading they give very generous bonuses that are almost impossible to win.
Automatic translation:
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3 years ago
Thank you very much, Jasmkn1980, for your replies. A little correction. Could you please confirm the following?
- 13/04/21: Misplaced deposit of €40 has been honored with a bonus of 400% (Deposit €40 + Bonus €160).
- 28/04/21: Casino has requested another deposit of €25 to be able to process your withdrawal.
- 05/05/21: Withdrawal of €100 only has been approved.
Thank you very much in advance.
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3 years ago
Thank you very much, Jasmkn1980, for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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
I would like to ask Rich Casino to join us and help us resolve the player's issue.
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3 years ago
I would like to ask Rich Casino to join us and help us resolve the player's issue.
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3 years ago
Hello,
We hope this message finds you well!
Kindly note that the winnings mentioned originate in a set of free spins claimed on the 17th of April. The wagering was completed on the 18th of April, resulting in winnings of 830.44. Unfortunately, the deposit bonus you are referring to was played down on the 13th of April, the same day it was awarded.
In regards to your current withdrawal request however, we can confirm that the pending balance does indeed originate in a deposit bonus.
Additionally, we have checked our inbox, and the latest correspondence refers to the Neosurf deposit, when our Security department confirmed the charge and proceeded to credit your deposit. We have not received any emails since.
Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.
Kind regards,
Rich Casino
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3 years ago
Translation
I will check the course of the game again
Automatic translation:
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3 years ago
Dear Jasmkn1980,
Did you find in your game history what you've been looking for? I would also like to ask the casino if they could send us proof of their statement. Please forward it to nikolas.b@casino.guru. Looking forward to your answer.
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3 years ago
Translation
Unfortunately, it is not really smart about it in my view, it is a deposit bonus if you can ask for proof would be great
Automatic translation:
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3 years ago
We haven't receive any respond from the casino yet. Extending the timer by 7 more days.
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3 years ago
Dear Jasmkn1980,
We have received the relevant proof in the form of betting history and explanation of the full situation, which we unfortunately can't share with you. From the logs it is clearly seen that the balance you tried to withdraw was fully generated from the initial bonuses and free spins you received. You made several withdrawal request and canceled them to continue playing in the casino. However, even if you canceled it, it still remains the money generated from the bonus which has a specific maximum withdrawal amount. I'm really sorry but we are not able to do anything in this case as it is clearly stated in the casino terms which you agreed to when you register. All I can recommend is to be more careful in the future when playing with bonus money as most of them have some kind of withdrawal limit. Is there anything else we can help you with? If no, the complaint will be closed as rejected.
