Richard Casino - Player's bonus wins denied by casino.

Hi, I deposited 3 x $30 at Richard casino & they came with a Bonus spin on "Wheel of Fortune". I spun the "Secret prize". When I tried to claim it through support they told me it wasn't there & to provide a screenshot of the winning page. It was impossible 4 me to provide a screenshot because I had left the page already. That day I deposited 3 time's, each time I claimed the same bonus spin. 1st spin I won Secret Prize, 2nd spin I won 175 Free spins, 3rd spin again I won the secret prize!!. This time I did get a screenshot of the pop-up window showing my win & how to claim it. They refused to honour my prize's & After 2 weeks of investigations they came back saying I had not won anything!! The rest of the email I didn't even understand. I'm including the email sent to me from the casino maybe someone can help me understand what they mean. I will also include a screenshot of my win etc. Can anyone help me with this issue? It is wrong that they are denying me my prize's especially when I have proof & the proof ONLY appears on the screen when U have won. Thank you for listening & I hope to hear back soon.

Yvette

Hi I have tried a couple of time's to upload some screenshots & it failed, any advice?

Dear gazvet2014,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication or screenshots along with your game history to petronela.k@casino.guru? 

Meanwhile, please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Please understand, that without any supporting evidence, we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your cooperation and understanding.

Best regards,

Petronela

Hi thanks for responding so quickly much appreciated.

I'm uploading 3 screenshots 1st one just shows the Wheel of Fortune before activation so you can see where everything is positioned.

2nd one is the last conversation they sent me once investigation was completed, informing me I had won nothing both times.

It is very confusing to read.

Third one is the screenshot I captured on my 3rd spin on the Wheel of Fortune, this is the pop-up that appears once you have won the prize, with the button that takes you to support. It only shows after you have won the secret gift/prize.

Sorry the photos got mixed up in there order!.

I have some screenshots of the initial conversations I had with them just let me know if you want to view the details.

Many thanks Yvette...

Hello again, I'm sending you some conversations that I screenshot at the time this happened, as well as an email I just received explaining why I haven't won anything. If you can understand either of these two emails your much better than me!!.

If you carefully read through the conversations they keep referring to my winnings and that they will be credited to my account ASAP after investigation. At no time did anyone say that it was possible for the "secret prize" to be a zero win. I don't completely understand the last 2 emails but to the best of my understanding they seem to say 2 different things

I think their saying that the secret prize on the wheel of fortune can be an "empty win" or a prize?. Nowhere does it say that is the case. If you look at the wheel of fortune it shows every space a prize, including a space for "no win". Why would the "secret gift or prize" have a hidden "no win", it's the only one on the wheel and it clearly states "GIFT" Or "PRIZE" & They refer to my win as "Winnings" throughout the conversations.

As many times as I asked I couldn't find out any information about the secret prize as no one would tell me what prize's would be offered in the case of hitting/landing on the secret gift section of the wheel.

They also mentioned something about the notification of the win not coming up straight away??. I can tell you 100% it did appear on screen as soon as the spin was completed both times.

I followed their rule's, I paid for the bonus spins on the wheel, then when I won I'm told the secret gift is a empty win!!!.

If you could please try to get to the bottom of this I would appreciate it immensely.

If you have any questions I'm happy to answer them.

Two recent emails to come I just need to screenshot them first.

Kind regards

Yvette

Thank you very much, gazvet2014, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

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Hello, gazvet2014,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay (days off). I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear Richard Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Can you provide me with specific terms and conditions for the promotion in question if there are any or a link to them so I can check it? Is it clearly specified anywhere that the "Secret Prize" can be nothing/zero?

Can you somehow prove that it is possible that the "Secret Prize" can be nothing, and that the players are informed about it? Also, how does the casino find out what is the prize if anyone wins it? Is it possible to provide us with any explanation and confirmation with more details for this specific case?

If there is such an option, how can a random player who won a "Secret Prize" check that there was really nothing? Like this, it seems the casino could claim there was nothing even if there was a real prize.

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

Thank you in advance for providing the information.

Dear Branislav,

Thank you for notifying us regarding this complaint.

Our team is actively working on addressing this complaint, nevertheless, we require a bit more time to provide a comprehensive response.

We understand the importance of this request and are fully committed to ensuring that we deliver accurate and thorough information. Our goal is to provide you with the best possible solution that meets both your and the player's needs.

Please rest assured that this complaint remains a top priority for us, and we are dedicated to resolving it as soon as possible.

Hope for your understanding.

Best regards,

Richard Casino team

Hello Branislav,

We are writing to inform you, that we have sent an email with the explanation and possible solution to the matter at hand.

Please take a moment to review the email, as it contains important information about the situation.

If you have any questions or need further clarification, please don't hesitate to reach out to us.

Thank you for your attention to this matter, and we look forward to hearing back from you soon.

Best regards,

RichardCasino Team

Hi there, First of all thank you for sticking with this complaint, one of the issues I have is the fact that Nowhere does it state in their rules that winning the secret prize will only give you a better chance.

Also when this happened they stated to me that this situation had NEVER HAPPENED BEFORE.. What situation?? Clearly there was a problem on their end which they are not willing to elaborate on.

Another point is I was told that it is extremely RARE that the outcome of the secret prize would be nothing, given the fact that I won it twice in one hour you would assume there to be a prize!?!. I really believe that there was some sort of issue on their end and I'm getting the rotten end of the stick!!.

I'm sending you 2 screenshots of my conversation with them which to me seems contradictory.

I was told via email every spin could result in a zero win situation. Support then told me that what you land on you get that prize 100%... None of their information is clear & I'm told either something different or I receive emails that read like a riddle!!.

Gaming is meant to be something enjoyable & fun, even stress relieving. For me this has been a nightmare. For a casino to go to these lengths to not pay out 2 wins is ridiculous to say the least. I just hope they do the right thing in the end.

This email was a complete riddle to me??

This conversation proves there was a problem on their end. These show that it is very rare to not win a prize. Also they tell me that infact every prize on the wheel is what you win. In a previous email they told me that "every spin could result in a zero winnings situation ".

In the end they wouldn't tell me what happened and I had to just believe everything they said... I don't think that's right or FAIR PLAY!!!.

Very happy with all the work & time you guys have dedicated to my case, you have been FANTASTIC & very patient with me !!

Thank you.

Yes the offer sounds great thank you.

I will wait for your reply.

Many thanks Yvette

Sorry a small update.. can I know what they are offering before I except?

Thanks Yvette.

Dear Richard Casino team,

Can you please provide us with more details about the offered compensation?

If there is a reason why you did not reply with all the details before publicly, feel free to let me know how you imagine further proceeding. If it suits you better, use my email (branislav.b@casino.guru).

Hello Branislav, 

First of all, we want to inform you, that we have successfully reached a compromise with the customer regarding the situation occured. On our end, we did everything we could to keep her satisfied. We provided her with a free cash bonus, free spins, and a free Wheel of Fortune spin (we have sent you a chat transcript with the client via email). 

Secondly, we refrained from replying publicly, as indicated in your email where you mentioned, "Since I am not sure how you imagine further proceeding or what information can be shared with the player publicly, I will mark my post as 'sensitive', so hidden from the public". Hence, we decided to inform you via email about the solution before resolving the complaint on the forum.

Please let us know, if you need any further information. 

Best regards,

RichardCasino 

Greetings all again,

What great news!

Although it is a bit unconventional way, based on all the additional details provided by the casino, I have basically no other option than to close the case as successfully resolved and mark it accordingly in our system.

Dear gazvet2014,

Thank you for using the Casino Guru complaint resolution centre. I am very glad the issue has been resolved to your satisfaction. Since you have not responded for a significant time, while you managed to solve the issue yourself with the casino customer support a few days ago, there is no reason to keep the complaint open.

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.

In case of any discrepancies between the outcome of the complaint and the reality, feel free to contact me at branislav.b@casino.guru.

Thank you, Richard Casino Team, for your help and cooperation. Great job!

Best regards,

Branislav, Casino.guru