Richard Casino - Player's winnings are being confiscated.

Habe mit einem FS Bonus für die Registrierung beim dem Casino angefangen, habe dann ein paar hundert Euro gewonnen, KYC Verifizierung durchgeführt - 20 € eingezahlt (ohne Einzahlung keine Auszahlung) und danach etwa 5000 Euro gewonnen - Auszahlungen beantragt und nach mehreren Tagen heißt es jetzt max gewinn 100 € - klar aus den FS - die Gewinne sind ja lange nach den Umsatz Anforderungen und teilweise mit meinem eigenen eingezahltem Geld gewonnen worden

Dear Knaebel,

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

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

• Could you please advise when have you completed the wagering of the bonus?
• Could you please explain what your balance was immediately after you completed the wagering of the bonus and why you decided to deposit more funds?
• Could you please share your communication with the casino justifying its decision to apply the win limit? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I start with Registering around 21 Okt 2024, 15:58 - be curse i got an Signup 55FS Bonus code in a Newsletter from Wettformat.com - I got the 55FS and win 9,91€ from them with a play try of 381,40€

21 Okt 2024, 18:19 i Disposit 20 Euro and got a Bonus of 100% and 25FS 

21 Okt 2024, 21:11 i Make a Payout of 650€ to my CC - let around 90€ on the acc to play

i was not so easy to get KYC verified... but i manage it sometime next day.

you can see that i make a lot of payout request on the screenshots, at a time it was over 4500€ total - i even got a payout to crypto cancel - with they say i have to use same way in/out - not that i don't have the money on my acc

2 days later they cancel my 3000€ pay out with the max 100 euro story 

Thanks for the detailed explanation.

On the screenshot, the deposit bonus you received doesn't appear wagered through.

• Do I understand correctly you requested a withdrawal of winnings (650€) before the wagering was complete?

About your question in the email, the 120€ appears to include the maximum winnings of your first free spins bonus along with the amount you deposited (100€ winnings+ 20€ deposit)

der Einzahlungsbonus wurde verloren.

Auszahlung habe ich erst beantragt nachdem 0,00 € gesperrt durch boni stand.

und der Ablauf war:

1. 55FS bei Registrierung 9,81€ gewonnen 384 € Play Try durchgespielt (meine Kontostand war um die 80-90 euro)
2. KYC durchgeführt
3. 20 € eingezahlt mit Bonus - diesen Play Try verloren - und dann gewonnen und Auszahlungen eingeleitet

wieso sollte mir 120 € ausgezahlt werden von 3000? 100 max Bonus gewinn und dann 20 € wiederbekommen die ich eingezahlt habe, dann muss der Rest 2880 € ja mit den 20 € verbunden sein - bei dem Einzahlungs Bonus gib es kein max 100 euro

und erst am 3.11 wurde mir per mail mitgeteilt "

9.81 EUR WETTFORMAT50 wagered

max cashout FS - 100 EUR

exceeding winnings subtracted - 2880 EUR"

habe jedoch erst nach durchspielen der Umsatz Anforderung und Einzahlung die Auszahlung der 3000 beantragt - wenn mir das Casino mitteilt Bonus durchgespielt - dann bin ich damit durch - und besonders wenn ich danach Geld Einzahle - sonnst muss wenn die Anforderungen erfüllt sind sofort ausgezahlt werden und nicht nur der Kontostand angepasst werden

Thanks for your patience,

If you deposited and received a bonus on top of the balance that wasn't yet capped according to the maximum win condition, your funds were mixed.

In such circumstances any balance you accrued was achieved with funds that didn't belong to you, leading you to gain an unfair advantage. If only your previous winnings and the deposit were returned in such a situation, we would consider the actions of the casino justifiable.

Could you please clarify whether you deposited the 20€ on top of the 381,40€?

Thanks in advance for your reply.

Ich habe 9,81 € mit den FreeSpins Gewonnen - dann musste ich 381,40 Umsatz machen wonach ich max. 100€ gewinn erreichen kann. Ich habe die Umsatzbedingung erfüllt = 100€ gewinn, um diesen gewinn ausgezahlt zu bekommen muss man erst ein Deposit machen 20€ (weil 1. Deposit 100% Bonus) somit habe ich 140 € auf dem Konto, mit diesem Geld habe ich meine Gewinner erzielt - wenn ich mit der Einzahlung nichts Gewinnen kann wozu in einem Casino Zeit verschwenden??

Das Casino hat nachdem durchspielen der Umsatz Anforderung mein Konto auf 100€ Korrigiert, meine Auszahlung Anforderungen wurden alle erst nach Erfüllung aller Bonus Anforderungen, bevor man diese erfüllt hat ist es nicht möglich eine Auszahlung zu Beantragen!

Thank you very much, Knaebel, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello Knaebel,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Richard Casino to join the conversation.

Dear Richard Casino,  

I acknowledge that each no deposit bonus comes with a maximum win limit as outlined in your bonus terms. However, the player has successfully completed the wagering requirements associated with the bonus, and the resulting winnings appear to be included in the player's "real money balance." This suggests that the restrictions of the bonus should no longer be applicable to subsequent gameplay. Additionally, the player has also made a real money deposit, albeit with a deposit bonus attached. I would be grateful for your clarification regarding the reason for capping the player's winnings at only €100.

Dear Casino Guru representatives,

We wish to extend our most sincere apologies for the circumstances that occurred with the player's withdrawal process.

We acknowledge that this experience may have resulted in frustration and inconvenience, and we sincerely regret any distress it may have caused.

We would like to explain the situation from our side.

First of all, let us point out our Bonus Terms: All Deposit Bonuses have the max cashout limit - the bonus amount x10 and the maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR.

Please note that until the withdrawal of the relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule.

In addition, as it was winning from the registration no deposit bonus, we asked the player to make a minimum deposit of 20 EUR with a payment system the player wanted to make a withdrawal with. In this case, the x3 deposit wager requirement does not apply and both winnings and the deposit can be withdrawn without any play-through.

The player made the deposit, however, received a first deposit bonus and continued to play.

Unfortunately, the first deposit bonus was not wagered and the bonus was lost.

To sum up, unfortunately, the player's balance was corrected to the amount which is indicated in the maximum cashout rule.

We hope for your understanding regarding this matter.

Kind Regards,

Richard Casino Team

Ich ein wenig in Ihrem Casino Gespielt seit dem Vorfall gespielt, und wie Sie an den Screenshot sehen können - hat Ihre Finanz-Software zur jeder Zeit Bonusse und FS gewinne unter Kontrolle. Solange wie man noch Umsatz Anforderungen Erfüllen muss ist keine Auszahlung möglich.

Als ich meine Auszahlungen Beantragt habe waren alle Anforderungen meiner Seitz erfüllt.

Sie brauchen ja einfach nur in meiner Play Historie reinschauen - dann können Sie sehen das Ich im Recht bin - und Sie haben ja meine Bankverbindung. Es Fehlen noch 2880,00 € - denn Ich Glaube nicht das Sie mir sagen wollen das man Ihrer Finanz-Software nicht Vertrauen kann??

Thank you for the clarification, Richard Casino Team.

Dear Knaebel,

As per the casino team's explanation, although you did make the deposit, however, you made it alongside another bonus, and since you decided to continue playing, the funds became mixed, thus the casino team correctly adjusted the winnings to the amount that is indicated in the maximum cashout rule.

If you had chosen just to deposit and consequently withdraw the winnings from the free spins and then deposit again, this would be the correct procedure. Since you had (even though most likely unintentionally) mixed the funds, unfortunately, the bonus rules, including the maximum withdrawal limit from the initial sign-up bonus, are still in place as mentioned in the casino bonus terms and conditions you had agreed to when registering your account.

Unfortunately, after gathering all the necessary information and evidence, we are forced to reject this complaint. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules.

We are sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru