The player from Germany has been accused of breaching bonus terms by placing single bets greater than the allowed ones. The casino proved us that the player breached bonus terms & conditions, namely the maximum bet rules, therefore this complaint was unjustified.
Rich Palms Casino - Player’s bonus winnings have been voided.
Amount: $6,000
Rich Palms Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
Public
Public
3 years ago
Dear Benedetto,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.
I carefully checked the Bonus Terms on the website, and this is what I found https://richpalms.com/terms/:
„During an active bonus, the maximum bet per hand, spin, card, etc., is $10. This maximum bet rule will remain active until the wagering requirements have been completed. Betting above this limit will void the bonus and any winnings thereof."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Dear Ms. Petronela,
if a casino offers such a bonus, it must not be possible to make a higher bet.
Furthermore, I don't have the opportunity to look into the game history.
This is mandatory.
Imagine going to work and not knowing how many hours you worked.
I will email you my photos.
So you can't make your own laws either.
Example Ne. You get sick and don't get a cent for that day just because it's in the contract.
And since I'm from Germany, German law applies.
So you can think about it for the last time before I put an ad. I have an international legal protection that also applies to casino FRAUD.
With best regards
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Thank you very much, Benedetto, for your email. I fully understand your frustration, however, it is nothing unusual to restrict the maximum bet for bonus play. As I mentioned previously, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
Could you please advise if you are aware of placing greater bets than the allowed ones during the bonus wagering completion? Looking forward to hearing from you.
Public
Public
3 years ago
Translation
Hello Petronela,
this is not possible.
In the system. If the game history cannot be found or is not stored.
This function must be possible for the player.
I am entitled to this game history, which the casino has not sent me to this day.
Every casino can simply claim that I have violated the bonus conditions.
This is not allowed and also shows why the casino did not send me any proof. If that's the case, then the casino would have sent me something long ago. It looks more like you want to hide something.
The fact that this game history function does not exist in the system alone is proof enough and punishable.
Now you see what I mean.
Why do I not get any proof ???
Everyone can come and say something.
With best regards
Benedetto M.
Automatic translation:
Public
Public
3 years ago
I fully understand your point of view. I was simply asking if you are aware of such action on your side. Since you are not, and no game history has been provided to you, I will transfer your complaint to my colleague Martin 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.
Public
Public
3 years ago
Translation
Hi Petronela
absolutely by no means conscious.
Only after my winnings were deducted did I try to get into the game history. There was no function key. I then asked for proof.
Not received until today.
Ok then, thank you for now and I'll wait until Sunday.
Otherwise, I'll report to the police on Monday.
With best regards
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Hello Benedetto!
From now on, I will take care of your complaint. I would like to invite representatives of Rich Palms Casino into the discussion in order to help us make a successful resolution.
Public
Public
3 years ago
Translation
Hello Martin,
you are welcome to do it.
The fact is: that there is no game history for the player in the system.
The casino has to provide me with proof if the player violates the bonus conditions.
Simply claiming something and keeping the profit is a SCAM.
Why have I still not received any proof?
This is very suspicious.
No function and no insight into the
Game history tells me that the player is not allowed to record their winnings. This is called FRAUD.
As soon as I put an ad
It is very bad for casino and manager.
I am expecting a payout !!!
Yours sincerely
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Hi Benedetto,
Please be kindly informed that a $10 bet restriction is described in the Casino Terms and Conditions, which were agreed to upon the verification procedure. Each customer is obliged to get acquainted with all the Casino rules and accept them.
The Finance Department representative notified us that the gaming history with all the bets made has been submitted to you in order to see the amount of bets placed over the limit.
Kind regards,
Rich Palms Casino team
Public
Public
3 years ago
Translation
Dear Ladies and Gentlemen
Why could I deposit $ 20?
and why can't you as a player access the game history yourself?
That is not allowed!
You could have falsified the history.
As a player, do I have to rely on your statement?
Since it is real money, it is forbidden.
everyone can say something.
The fact is that as a player it is not possible to access the course of the game in the system.
Your system is prohibited by law.
I've already asked my lawyer.
If I don't get my money on Friday, I'll see you in court.
Your
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Dear Rich Palms Casino's representatives,
I would like to ask you to forward us game history of the player via email. You can reach me on: 'martin.d@casino.guru'.
Public
Public
3 years ago
Hello,
The gaming provider allows placing any bets, but, unfortunately, the bonus terms restrict betting more than $10 before wagering is met.
The gaming history has been sent to the email mentioned. Please kindly let us know if any other proofs are needed.
Kind regards,
Rich Palms Casion team
Public
Public
3 years ago
Translation
Dear Mr. Martin,
the game history is not proof if the player cannot access it himself in the casino system.
Who can tell me if the list wasn't faked? As a player, I have no proof. And as a player, I should trust the statement and list.
Of course not.
It's about real money.
By law, the casino is obliged that the player has access to his game history in the online casino.
That is forbidden. And online casinos that do not have a license are also forbidden
owned by the MGA.
The license from CEG Curacao is not enough.
So fact.
The casino will have 2 problems.
Offering unauthorized items without a license and the non-existent function key for viewing the game history due to the fact that the player is not able to access the online casino. It does not allow only the casino to show the game history to the player.
The player must have access to the system. In. the application.
The casino can decide if you want to have these problems.
With best regards
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Dear Benedetto,
Representatives of Rich Palms Casino have provided us with the game history and indeed your bet was higher than the allowed amount.
Unfortunately, we are not able to help you further with this case.
Is there anything else that we can help you with?
Public
Public
3 years ago
Translation
Hello Mr. Martin,
ok you are of no help.
Rather, you are protecting the casino.
There is no game history function for the player and should you trust the casino on your list?
You understand. exactly what I'm trying to tell you.
Ok what you want.
What you do is called using a SCAM.
You will see.
In addition, there is also the offer of online casinos with the wrong license.
In Germany you have to have a license from the MGA.
Curacao license is wrong.
Wish you all the best.
With best regards
Benedetto M.
Automatic translation:
Public
Public
3 years ago
Dear Benedetto,
The fact that the casino does not feature an option to see your game history within the player's account, although may be kind of inconvenient in certain situations, is nothing that we could punish the casino for. According to the first casino's reply, the game history was sent to you and you were able to check it for yourself. Do you consider the game history document sent by the casino to be of less relevance than if you could access it via your account? I highly doubt that the casino would risk their reputation by providing us with a false documents.
Furthermore, we at Casino Guru don’t deal with problems related to licensing regulations and policies. Sadly, we’re not in position to help you with regards to which license the casino is operating with. We are an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce legality of rules.
Needless to say, the decision of which casino the player choose is always in the player's hands. Therefore if you are not satisfied with casinos licensed in Curaçao, I would strongly recommend to not choose these casinos in the future. There are plenty of casinos available for German players with the MGA license.
In this case, the rules of the bonus you accepted were simple and as it was previously mentioned, at this point, we are not able to support your side, since you did breach the rules of bonus play.
In case you would not have any relevant queries in this case, I will proceed to reject this complaint.
