Rich Casino - The player's winnings were voided.

This will be a long story but the crux of it is that this casino has repeatedly delayed payment of legitimate winnings for over 5 months and finally when they ran out of excuses they simply confiscated valid winnings with a provably false claim.

I have deposited over $28,000 with this casino, here is a list of all their delaying tactics since August last year, please note each time one of these excuses is used it comes at least one full week after the withdrawal request is lodged and there is never any notification, I have to chase unhelpful (see screenshot 1a) customer support each time asking why my withdrawal was yet again rejected. Further to that they will just say they haven't received emails containing the proof unless you stay online with the chat and insist they confirm receipt. Here is the list as I could reconstruct it:

5/8/22 "random verification" - two weeks to check over the paperwork they've had the whole time, apparently can occur up to twice a year.

25/8/22 "bitcoin address verification" - want to confirm that the bitcoin address you gave us is correct...

16/10/22 "source of funds" - just want to get ANOTHER bank statement from you to make sure funds are yours.

24/10/22 "random verification AGAIN" - I guess the one from two months ago wasn't exhaustive enough.

29/12/22 "bitcoin address verification AGAIN" - claiming they need this again even though my address hasn't changed and I have record of them receiving the previous one 4 months ago and they have already made payments to this address previously.

7/1/23 "random verification AGAIN AGAIN" - I guess the previous two weren't enough, also a pretty loose interpretation of "we won't ask for this more than twice a year" as I've now received it three times in 5 months.

26/1/23 "proof of address AGAIN" - they want a new proof of address since the original doc is now 6 months old, so this is pretty likely to happen when you delay payment for 5 months.

2/2/23 "we're just going to void your winnings".

And now on to the claims by the casino and my evidence against them.

On the 2nd feb 2023 I logged in to my account to see why my withdrawal hadn't been honoured this time and was shocked to see that it hadn't only been reversed as per usual but removed entirely.

I contacted customer support (screenshot 2a) and they state:

"please note that claiming more then 3 bonuses after a deposit consider as a bonus abuse as stated on our terms and conditions"

to which I have several issues:

That is not in their T&C's (shown in screenshot 2a and 2b)

This casino has a daily calendar promotion where if you deposit more than $75 you get 4 random free bonuses (between $5-$15 bonus money or 10-50 free spins) so even were this in their T&C's it would invalidate every players winnings, seemingly even those unrelated to the bonus as- 

I never actually withdrew money from a bonus/free spins.

When I tell CS there's nothing in their terms regarding this he changes the reason to:

"3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)" to which I have the following issues:

I have deposited over $28,000, there is NO WAY I have received three times that in free spins/bonuses, I estimate an average of ~$100 free spins/bonuses a week tops.

All my winnings were from REAL MONEY deposits/cashback.

When I inform CS of this they simply say to check my account reconciliation to confirm. The problem with this is that it only goes back to 18/12/2022 and is impossible to view without the thousands and thousands of game spin rounds - the filters do not allow you to remove them so going through this is next to impossible. 

Despite that I trawled through it as I was sure that they were lying once again and confirmed the following:

18/12/22 I deposited $1040.93 (screenshot 3a) 

19/12/22 The weekly 15% cashback of $156 was issued (1040*0.15=156) - as per their terms: this is pure cash with no limitations or restriction.

5:29PM As I still had bonus funds available from eg; the daily promotions I requested a withdrawal of this $156 so that it would not be mixed up with any bonus money.

6:16PM I have played down and voided all bonus funds, my balance is $0.01 real money (screenshot 4a)

6:40PM I reverse the $156 withdrawal request and then manage to get my balance from $156 to $7500 and at 7:23PM request the maximum available withdrawal amount of $4000 (screenshot 5a) - they also allow you to make 2 requests so you can put up to $8000 into the withdrawal queue.

The casino then uses the delaying tactics as detailed previously but eventually they run out of excuses and remove all funds ($8255) on 2/2/23 (screenshot 6a).

PS it won't let me upload all screenshots.

Hello smbcg,

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 got already verified? Is it possible to forward at least the available betting, deposit and bonus history together with the remaining screenshots 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

Hi Nick, Yes my account was verified. I cannot send the complete bonus history as I mentioned in the original post their reconciliation only goes back a few months, and doesn't actually show bonuses. Last I spoke to them was 2/2/23 as detailed in the first post.

You've stated at the top of this case "The player's winnings were voided due breaching bonus terms." - I do not agree with this assessment:

As detailed in the initial post:

I was playing clear funds without a bonus.

I do not believe any terms were actually breached regardless.

Hello smbcg,

You claimed that you receive 4 bonuses for a $75 deposit and the casino also claims that you can't claim 3 bonuses in row without a new deposit. As for now, we must conclude that it is bonus related.

I will now forward your complaint to my colleague Michal who will be assisting you from now on and will try to get more details from the casino.

Wish you best luck resolving it.

Regards,

Nick

Hello smbcg,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Rich Casino has recently ignored us in our attempts to mediate any kind of issue, and it appears that Rich Casino has closed down, however, I will do my best to try to help you.

We would like to invite Rich Casino to join the conversation.

Dear Rich Casino,

Can you please provide some information regarding the player's voided winnings?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear smbcg,

I have tried to contact the casino repeatedly but had no success. We have found out that the casino is now closed, and I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino has operated without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. If the casino representatives decide to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal