Rich Casino - The player's winnings were voided.

Every day they send 25 free spins to your email. I accepted them daily and played like I would at every other casino. Unlike others however, they revoked my winnings. I managed to win $1000.00 and tried to cashout. Requirments to withdraw were that you had to verify identity and make a deposit to withdraw funds, to which I had completed. They told me I had played more than I was allowed to and revoked my winnings stating that it was because I abused their bonus and played a 3 to 1 bonus to deposit ratio, however the money had already been wagered out on the 25 free spins sent to my email when I made a deposit and was forced to accept their separate crypto deposit bonus. The bonus given in email differs from the deposit bonus. Once my deposit was successfully made I immediately requested withdrawal of the 1000.00 and then played the deposit bonus AFTER the 1000.00 had disappeared for processing. I believe this is unfair as I followed the rules, wagered out the bonus and made a deposit as required. Now I'm out 1000.00. My wife and I play at several other casinos daily and have never had this issue with any of them. Vinny was incredibly rude and unprofessional when we I was on chat trying to resolve it was told i am a bonus abuser and not a recreational player. I do not recommend them even in the slightest.

Hello jayc001,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rich Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please advise how many different bonuses did you claim and how many times did you deposit? Can you please forward your deposit and bonus history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was fully verified and I deposited on September 14, I requested the withdrawal from the 25 free no deposit spin bonus sent to my email daily, like I would if another casino offered them. I played and won, they took the winnings as expected once the wagering was completed and left me with 100.00 that was "withdrawalable", I continued to play he winnings and won more, I decided to cashout and I then deposited via crypto as per their rules that you had to be verified and a successful deposit make a withdraw, they gladly took my money, my winnings then disappeared. The 25 free spins are separate from a deposit bonus. I played fairly and according to the terms set out. I will email information when I can

I last spoke to the casino about the issue on September 22 when I received an email that they were not releasing my funds and are keeping them and attempted to address it via chat.

Please forward all the relevant proof and communication between you and the casino to nikolas.b@casino.guru.

Dear jayc001,

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

The complaint will be now closed for the above mentioned reason.

Have you received the email I sent to the address provided?

Dear jayc001,

Yes, I have received your e-mail.

Can you please advise how many deposits and how many bonuses did you claim over all in the casino?

Please note that if you really did claim more than 3 bonuses after your last deposit, the casino had right to void your balance.

Dear jayc001,

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

The complaint will be now closed for the above mentioned reason.