Richard Casino - Player’s account has been closed.

Von jetzt auf gleich wurde mein Konto Geschlossen. Begründung, wie immer, angebliche Spielsucht. Meine gebuchten Einzahlungen konnte ich nicht mehr spielen geschweige denn wieder auszahlen lassen, wurden mir sozusagen einfach geklaut. Siehe Anhang. Da Konto gesperrt, kann ich es nicht überprüfen. Ich erwarte vom casino die Rückzahlung meiner Einzahlungen. Abzüglich der Gewinne natürlich. Dieses casino ist betrug Finger weg.

Dear kroemer1312,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please note no attachment was included in the first post, please share it with me to my email at tomas@casino.guru

Please allow me to ask you a few questions, so I can better understand the situation. 

• Has the casino acknowledged any funds were withheld on your account?
• Could you please share proof of deposits made to the casino?
• Could you please share communication with the casino in which you ask for the return of your withheld funds and the casino's response?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your reply.

From my point of view, the casino informs you the missing deposit was found and credited to your casino account.

• Could you please share the communication in which the casino justifies not refunding your deposit and your account closure?
• Share screenshots here or send the information to tomas@casino.guru

Ich habe nie um Schließung gebetenIch will meine kompletten Einzahlungen wieder haben!!!

Do you have any records your deposited amount was withheld by the casino?

Could you please share what was your approximate balance at the moment your account was closed?

Nein kann ich leider nicht, da das Konto ja plötzlich gesperrt war. Habe nach Schließung des Kontos die Mitteilung bekommen das meine Einzahlung(en)gutgeschrieben wurde.

Um welche es sich genau handelt kann ich nicht mehr wissen.

Thanks for your reply. I apologize for the delay.

Have you been informed by the casino about what will be done with the most recent deposit you made?

Have you requested a refund of the last deposit? With what result?

Nein ich habe nur die Info bekommen das sie auf meinem Konto ist. Ansonsten gibt's null Reaktion vom casino. Ich hab das Casino jetzt auch verklagt und zwar auf Rückzahlung aller Einzahlungen, abzüglich etwaiger Gewinne.

Habe schon dutzende Mails geschickt auf Rückerstattung, aber passiert ist nix.

Thank you very much, kroemer1312, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear kroemer1312, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite Richard Casino representative to join this conversation. 

Dear Richard Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear CasinoGuru representatives,

We would like to express our heartfelt apologies for the inconvenience that this situation has caused regarding the player.

However, we would like to explain the situation from our side.To begin with, we would like to confirm that all deposits made by the player have been successfully credited to his account. These funds have been spent on gaming activities. Let us note that the player was provided with the history of all his deposits. 

Following the expenditure of the funds, the player reached us with a request for a full refund of all amounts spent. Unfortunately, we were forced to decline the money refund as the deposited money was spent on gaming activity. After that, the player stated that the casino is not licensed in his country and insisted on all deposits being refunded.

We would like to note that Due to our Terms and Conditions: The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law.

It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.

It is entirely and solely the players' responsibility to enquire and ensure that they do not breach laws applicable to them by participating in the games. Depositing real funds and playing for real money are subject to the laws of their country, and it is their sole responsibility to abide by their native regulations.

The player accepted our terms and conditions while registering, and was informed about this rule as well. 

Regarding account closure, we noticed some suspicious signs in the player's behavior, and to prevent possible negative consequences for the player we decided to close the account. We are a licensed and highly regulated casino and we should strictly act due to responsible gambling policy. It is important for us to care about our players. Let us note that the customer's account was closed after all deposits were fully used in gaming activities, resulting in a zero account balance.

In summary, after careful consideration, we have determined that there are no substantial or compelling reasons to issue a refund for the deposits that have already been spent. 

Kind Regards,

Richard Casino Team

Hier mal ein paar interessante Fakten. Die ja auch euer casino betreffen.

Öffentliche Glücksspiele dürfen nach dem HmbGlüÄndStVAG nur mit Erlaubnis der zuständigen Behörde des jeweiligen Bundeslandes veranstaltet oder vermittelt werden.19.08.2024

https://www.ihk.de › branchen › re...

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Hat Vulkan Vegas eine deutsche Lizenz?

Aus diesem Grund können Verluste von Casinos zurückgefordert werden, die zwar über eine Malta-Lizenz oder Curacao-Lizenz verfügen, aber nicht über eine deutsche. Im Fall von VulkanVegas liegt lediglich eine Lizenz aus Curacao vor, weshalb das Glücksspiel in Deutschland ebenfalls nicht legal war.

"Das Casino akzeptiert nur Spieler aus den Ländern und geografischen Regionen, in denen Online-Glücksspiele gesetzlich erlaubt sind."

Wie ihr lesen könnt ist es Verboten!!!! Also worüber reden wir hier???? Ihr dürft es gar nicht zulassen, Spieler wie mich zuzulassen!!!

Dear Richard Casino,

thank you for your message. Will you be able to share more info about this particular client?

How long has he been a member?

How many deposits has he made?

How much in total has he deposited?

What made you decide his behavior had signs of a gambling addiction?

Are you aware of a current German legislation, that does not low casinos without a German license to operate in Germany?

Dear CasinoGuru representatives,

Thank you for your response and questions.

First of all, we would like to inform you that we are unable to provide such personal information about the player as such actions contradict the privacy policy. As we are a licenced casino, we are bound by strict legal provisions on the protection of personal data.

We endeavour to protect players' personal information and respect their privacy in accordance with best business practices, applicable regulations and state-of-the-art. Being committed to providing secure services to players, we will take all reasonable precautions to ensure that all the data that you have submitted to us remains safe.

If the player considers it necessary to share this information, he may contact us to support@richardcasino.com with such a request (indicating: name, date of birth, address, mobile phone, payment methods used, games you played the most with us) and we will provide him with the deposit history. After that, he will be able to share this data with you.

Secondly, regarding the licence question, we would like to note that we are a licensed casino and is owned and operated by Hollycorn N.V., a company registered and established under the laws of Curaçao.

Due to our Terms and Conditions: The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law.

It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website.

In addition, the player's behaviour raised several red flags that warrant further examination. Notably, there were a significant number of requests for bonuses, which appeared to be excessive. When these requests were denied, the player reacted by demanding the closure of his account. Additionally, the player resorted to using profanity and displayed aggressive behaviour towards our support managers, which is unacceptable. Furthermore, we observed a marked impatience on the part of the player when it came to resolving any issues that arose. This impatience could suggest a lack of willingness to engage in constructive dialogue or to follow standard procedures, further contributing to the overall suspicion surrounding his behaviour.

Taking into account all the above, the player's account has been closed to minimize the negative consequences for him.

In conclusion, we would like to emphasize that the personal information about the player is confidential and cannot be shared or disclosed by us. Depositing real funds and playing for real money is subject to the laws of the player's country, and it is the player's sole responsibility to abide by your native regulations. The player's account has been closed as we acted due to the responsible gambling policy of our casino.

Kind Regards,

Richard Casino Team

Ihr rafft das nicht oder? IHR DÜRFT NSCH DEN GESETZEN MEINES LANDES GAR NICHT ZULASSRN DAS SICH SPIELER BEI EUCH REGISTRIEREN, GESCHWEIGE DENN GELD EINZAHLEN!!!!!! IHR HABT EUCH STRAFBAR GEMACHT. DIE SACHE LANDET JETZT BEIM ANWALT ODER IHR BIETET MIR EINE ENTSCHÄDIGUNGSZAHLUNG IN HÖHE VON 2000€

Dear Richard Casino,

thank you for your message.

In response to your concerns regarding the confidentiality of the player's information, would you be amenable to sharing this information with the player's express consent? I would also like to assure you that we securely safeguard all confidential information.

Concerning your Curacao license, it is important to clarify that this license is not recognized for operating casinos in Germany. By law, online casinos that operate within Germany are required to obtain a license from the German authority (Gemeinsame Glücksspielbehörde der Länder - GGL).

In accordance with your terms and conditions, your casino does not impose restrictions on players from Germany. The only restriction pertains specifically to the game Universal Monsters.

Dear kroemer1312, 

Such complaints as yours necessitate time and patience. I would like to kindly remind you to use respectful and courteous language.

Dear CasinoGuru representatives,

Thank you for your response.

We would like to emphasize that, in accordance with our strict privacy policy, we are unable to disclose any private information regarding a player. This policy is in place to protect the confidentiality and personal data of all individuals associated with our organization. We appreciate your understanding in this matter, as safeguarding privacy is of utmost importance to us.

If the player would like to share such information with Casino Guru, he may contact us, and we will send the document with the whole deposit history. After that, the player may provide the document to you.

We would like to underscore that due to our Terms and Conditions: The Casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player’s sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website. Moreover, it is the player's sole responsibility to abide by his native regulations. Please note that such Terms and Conditions were accepted by the player while registration.

We would like to clarify that, there were no law violations from our side.

To sum up, unfortunately, we are unable to share the private information you've requested, it can be done only from the player's side.

Moreover, when it comes to depositing real funds and engaging in gameplay for real money, it is essential to recognize that such activities are governed by the legal framework of the player's country of residence. Therefore, it is imperative that players take the initiative to familiarize themselves with and fully understand the specific legal requirements and restrictions that apply in their native region. Ultimately, it is the player's exclusive responsibility to ensure compliance with these regulations.

Kind Regards,

Richard Casino Team

So einen Quatsch hab ich ja noch nie gelesen. Wiederhole das gerne nochmal für euch. Eure Seite darf es gar nicht zulassen das Spieler aus Deutschland überhaupt Echtes Geld einzahlen können. Können sie aber, somit habt ihr euch sehr wohl Strafbar gemacht. Eine deutsche Glücksspiellizenz habt ihr auch NICHT!!! Das ist ja wohl jedem hier klar. Also alles höchst illegal. Ich nehm auch eine Entschädigungssumme...sofern sie annähernd meine Verluste(Geld welches ihr mir illegal geklaut habt)widerspiegelt.

Dear kroemer1312, 

Regrettably, I must convey that following an extensive discussion with our management team, it was decided that at Casino.Guru, we do not handle complaints related to licensing regulations and policies. While I understand your perspective, unfortunately, we are not in a position to provide assistance in this matter. Our role is that of an independent online casinos database that acts as a mediator in resolving players' disputes. However, we lack the authority to enforce the legality of rules.

If your aim is to seek a refund of lost deposits solely on the grounds that the casino lacks a valid license, we are unable to assist you. In each review, we provide users with license information, and it ultimately falls on each player to make an informed decision regarding their choice of casino.

If your preference is to play in licensed casinos exclusively, I strongly recommend checking our list of recommended casinos at https://casino.guru/top-online-casinos#tab=RECOMMENDED and utilizing available filters to find the most suitable casino for your needs.

Unfortunately, based on the information received thus far, we will not proceed further with this case. I sincerely apologize that we couldn't offer more assistance in this matter.

This case will now be closed as rejected.

I apologize for not being able to assist you any further.

Katarina