Rich Palms Casino - Player’s winnings have been reduced.

I won this amount on a no deposite chip. I played through the complete wager. After winning over 3000, I was left to cash out 72.00. I called customer service.they wanted my driver licence and a credit card. No prepaid card. Then they wanted me to deposite 25.00, even though it was a no deposite chip I used. When I asked for their business license , they said they didn't need to provide it but I needed to provide my credit card. Driver's licence. Proof of address . And bank account number. This is a fraud company?!!??

said they were going to erase my account and my winnings. Now I can't log in and my winnings are gone.

Dear Justine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found https://richpalmspromo.com/terms/:

„12. No-Deposit Welcome Bonus

12.1. No-Deposit Welcome Bonuses are restricted to a maximum of one bonus per player, account, household, IP address, email address, or computer. Having a linked account within the casino will void the promotion and any winnings thereof.

12.2. The wagering requirements attached to the No-Deposit Welcome bonus are calculated as 50x the bonus for slots, 50x the bonus for cards, and 60x the bonus for roulette.

12.3. The rules about games included in different promo types and maximum bet amounts apply; please refer to Bonus Terms points 11.6, 11.8, 11.9 accordingly.

12.4. No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $100 except where explicitly stated otherwise.

12.5. Withdrawal can be requested only after the wagering requirements are met.

12.6. To request a withdrawal of a No-Deposit Welcome Bonus after wagering requirements are completed, our system requires a verification deposit of $25 (for bonuses with maximum withdrawal of $100) or in an amount equal to the difference between the maximum cashout of the bonus and the minimum withdrawal amount, which should be wagered once."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Justine,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.