Rich Palms Casino - Player would like to check if he has breached promotional rules.

I made a $75 deposit using a 100% match coupon. The coupon's T&C limit bets to $10. I play blackjack.

After playing for awhile, it occurred to me that if I double-down or split on a $10, the casino could consider that a $20, in violation of the bonus limit.

I asked the concierge via online chat if that would be considered a violation. He indicated it was.

I know I've doubled-down but I usually make $1 to $5 bets, so I honestly don't know if I've made a violation.

I then asked him if he could check whether I had ever made such a bet. He said he could not, that I would have to email support, who would forward it to the Finance department. I did that two days ago and haven't heard anything back.

His suggestion of just continuing to play and the cashier would check once I request a withdrawal is unacceptable, especially if I'm reading the T&C correctly and such a violation would invalidate all of my winnings - perhaps even including my original $75 deposit. (Although, I'm not sure I'm reading the T&C correctly - that's another question I have for them that they haven't answered yet.)

Dear Dave,

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 assistance in resolving this issue, but, before we do so, could you please advise if your game history / logs are not visible inside your account?

Additionally, could you please forward the chat transcript, I couldn’t open it inside the complaint. My email address is petronela.k@casino.guru.

I hope, we will be able to help you resolving this case as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you for your help Petronela. I've forwarded my chat transcript to the email you provided (subject: Chat transcript on tawk.to started on Tuesday, March 02, 2021, at 00:59 (GMT+0)).

I don't know how I can access my game history logs. It isn't apparent on their site where that might be.

Thank you very much, Dave, for providing all the necessary information. I will now 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.

Hello Dave!

From now on, I will take care of your complaint. I would like to invite Rich Palms Casino's representatives into this discussion in order to resolve your issue.

Dear David,

Thank you for addressing the inquiry to us.

We have contacted the Finance representative of Rich Palms Casino, and were advised that the winnings are subjected to voidance due to violation of bonus terms.

Please take into consideration that as per T&C, during an active bonus, the maximum bet amount allowed is $10. Please be informed that the bets placed during the play exceeded $10, therefore the terms were violated. Please note that the last deposit will be returned to your gaming balance, so that you can try your luck once again.

Should you need a more detailed explanation or gaming report, we highly recommend to get in touch with the Finance representative through email or contact our 24/7 support team.

Best regards,

Rich Palms team

Dear Rich Palms Casino's representatives,

I would like to ask you to forward any supporting evidence. You can do so by reaching me via email on: 'martin.d@casino.guru'.

Hello,

The evidence from RTG admin was sent to the email address mentioned. Please let us know if anything else is needed.

Best regards,

Rich Palms team

Martin, yesterday I received this response from Rich Palms with an Excel attachment, documenting two times I doubled-down on an $8 bet, therefore exceeding the $10 maximum bet limit.

I responded with a request to void my winnings now, since it's a forgone conclusion.

On Tue, Mar 9, 2021 at 11:05 AM Rich Palms - Finance office <accounting@richpalms.com> wrote:

Dear David,

Thank you for your email.

This is Maggie Wilson, the Finance Department representative with Rich Palms Casino. 

Please be kindly informed that the maximum bet limit was indeed exceeded by you (please find the gaming history with $10+ highlighted yellow attached), and it will lead to the voidance of the winnings.

However, your last deposit in amount on $75 will be re-added to the balance.

Looking forward to your reply.

Best regards,

Maggie Wilson

Finance Department

Rich Palms Casino

Hello Dave!

I would like to ask you to confirm the re-deposited amount of $75 credited back to your account.

Although you managed to break the maximum bet rule, it is good to hear, you will be receiving your deposit and you can try your luck one more time.

Looking forward to hearing from you.

I checked just now and my balance is still at $206 - $131 of that is the bonus and winnings from the bonus. I've asked them to void those winnings now, return my balance to $75 and confirm that the $75 isn't restricted to the bonus' T&C. I'll let you know when they respond.

Hello Dave!

Is there any update with your situation?

hi Martin - yes, there is. Just before the weekend the casino apologized for any misunderstanding, adjusted my balance to 75.50 and released me from the T&C restrictions. I consider the issue resolved at this point.

Thank you very much for anything you did to help bring this resolution!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.