Richard Casino - Player's account has been closed and withdrawal rejected.

Deposited $60 then lost that played and lost the 40 free spins for the deposit then played my loyalty rewards spins and won $3.9 on that wagered the required wager amount then an hour later won the grand progressive jackpot it allowed me to withdraw saying everything had been met and was ok to withdraw it later checked how my withdrawal was going to find out it had been rejected and taken from me and only gave me $150 into my pokies account now I don't know how to get it back from them and I've tried talking with them no reasoning with them and now they deleted my account and I need help with it oh and the loyalty rewards spins rules states only wagering requirement on them so I'm confused

Dear michealhenderson471,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you please clarify the main issue - the capped winnings, that the casino closed your account with the remaining balance still in it or both?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Emailed everything through to you and they took the winnings before they closed my account when they rejected my withdrawal they took them and I have been fighting to get them back ever since but I just want my winnings that's all

How's it all going

Thank you for your reply, michealhenderson471. Could you please clarify how much money you had in your casino account after you completed the wagering requirements for the loyalty bonus? Were your winnings transferred to your real money balance, or were they still classified as bonus money?

My screenshots state 12:47 for bonus finish and win at 1:34 but the tine on my game history keeps changing even though I have downloaded it 1 says 2:05 the other says 2:24 for bonus finish so how's it keep getting edited on my phone and jackpot win doesn't say jackpot win but was grand Jackpot win and that has changed to 2:39 bonus end was $92.74 and said I could withdraw that and I checked bonus and it didn't say active anymore and if it was under bonus it wouldn't of allowed withdrawal and said no bonus active and would of also said under wagering requirement also in there terms it states jackpots will be paid out in full but they haven't because there's no way without jackpot you can win $10000 off a $2 bet unless it's a jackpot and after it finished I kept wagering because I kept playing for ages before the jackpot so I wagered the requirements then wagered more

How will I even get the funds owed to me how likely is the casino to pay me and how likely is my cas of being successful

Thank you very much, michealhenderson471, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Any good news yet branislav

Hello, michealhenderson471,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, I am not sure what you tried to say with all the provided details/evidence. You provided screenshots of different bonus rules, probably from different sections of the casino website, applied to different types of bonus, while you provided also a rule with the maximum cashout limit of 150 AUD for the bonus you used. In addition, screenshots of some parts of your game history makes no sense without explanation or further details, which are not visible in those screenshots, and the game logs (Excel file) are a bit chaotic because the data look to be jumping between real money/bonus/no-deposit bonus play without correct timeline, so it is not clear when you played with which funds and where the wagering requirements were met if at all. So, let's try to find out more from the casino.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Richard Casino team,

Could you please provide us with a detailed explanation of the player's situation? Why has the user's account been blocked/closed and winnings confiscated, and which exact rules were applied to the user's disputed winnings?

Is the casino able to substantiate its claims and decision with relevant evidence, especially game logs, and highlight the important moments in the data? In addition, since the game logs provided by the player earlier are a bit chaotic, can you make sure that everything in his game logs is correctly sorted in order, according to the dates/times, and shows all details about balances (real money/bonus play) correctly?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.