Richard Casino - Player's withdrawal request has been denied.

these people after i made deposit of 40 dollars cad. and also after winning $2000 cad. refuse to give me my money or refund me my money . i put in a withdrawal of $1950 via e transfer around 6-6:15am, i received an email at 6:36am stating that the cash out for the money has been submitted for processing and how it can take 72 hours to process. shortly not to long after i check my wallet on the site to see that the 1950 is no longer in my wallet instead its in my transaction history under pending and my wallet shows an available playing balance of only 50 dollars so i continue to try my luck with that 50 dollars . at 7:31am i got an email saying that they rejected my cash out request because i had to make a deposit via e-transfer as well as a wager on that said deposit before I'm allowed to cash out threw e-transfer. ( I'm with bet online , jackpot, all slots, and a couple more and ive never heard of that one) i didn't see or respond this email till 8:38am which is when i was sitting at 700 dollars from the 50 . i go to check my wallet and the 1950 is no where to be found . transaction history betting history nowhere even now as I'm typing this its not there. i enter the chat to ask what was going on with this 1950 cuz i didn't know where it was and that's when i was told they had already put it back in my account . and that i was playing and betting with it . all the way down to apparently 700 dollars without knowing about it . i argued told them that's not possible there's no transaction history of it and i pleaded that if even if this hypothetically did happen (which it didn't ) then because i was unaware , uninformed about the money going back in as i was online and playing , and because they took the money out instead of leaving it till after the review (making it look like it was good to go or else why touch it ) and lastly it being out of my control because i have no control of it coming out and going back in or when it comes out and in, that i should still receive my cash out or at least bare minimum a partial. they refused said its not there problem i have to be responsible and watch for what's in my account etc.. even though i have no control over at the end of the day what they did, so how can i be held responsible for something that i have 0 control over. that chat ended with them saying they were forwarding my issue to a different department at approximately 10:30-11:30am this morning of November 30th 2023 it is 1:30pm and still waiting . to me this is flat out wrong and highway robbery . if you need any clarifications or proof of the matte don't hesitate to email me at c******@gmail.com, i have pictures of the transaction history the chat literally everything, they are just on my phone not this laptop and honestly there's a lot of attachments that would be easier to do over email and a lot faster so if you don't mind doing it that way would be greatly appreciated. thank you for your time and hopefully you can help me with this issue and hope to here back from you as promptly as possible.

Dear cbiz0987,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Richard Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Which payment method did you use for depositing into the account? The casinos usually request to use the same payment method for depositing as well as withdrawing, so if you did not use E-Transfer for making the deposit, you might have been requested to deposit via this payment method first.

Do I understand correctly that there is no record of your withdrawal request of $1950 in your transaction history? Have you received any email confirming the withdrawal of this amount was pending?

Please forward any relevant communication between you and customer support regarding this issue as well as any other relevant documents to veronika.l@casino.guru.

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

Best regards

Veronika

They way I deposited the money was with credit card and the last one after being told that they can't withdraw my money was an e transfer. But to my knowledge unless I'm not up to date canadian law states that withdraws have to be done via e transfer so its really irrelevant as it's not legal to get a withdraw in canada in any other form other then e transfer . And no you misunderstood, there is a record of the withdraw in transaction history there's no record of it being put back I have forwarded you the documents I have with multiple pictures or transaction history threw out the day . Reason I took so many was because I kept on being told that it has been put back and there was the transaction history to prove it. But when u sent to go check nothing was there . So my problem with this whole thing is that i put in a request I get am email at 6:36 am , from casino letting me know that my withdraw is being processed , and it can take up to 72 hours to process. That's also when the money was removed from my account and left me with a playable of $50 dollars and only $50 dollars so , I decided to play while I wait for e transfer to to be processed . At 7:36am I received an email telling Mr that they canceled my withdraw due to not having don't a deposit via e transfer and placing a wager on the deposit . (Thus was also a problem but not an important one ) I didn't see/ respond to this email till 8:30am due to continue to try my luck with winning more . Seeing the email I go and check my transaction history to see what happened with this money and I couldn't find it anywhere all I could find was at 6:36am the money had been removed from my account and that it was canceled . It showed nothing of the money being deposited back into my bank account . Which is where the big problem is because there trying to tell my I'm solely responsible for keeping track of what's in my account therefore its no fault of there own so don't have to do anything . This is where I disagree. This is where I state that there not wrong. BUT, in a situation like this they are still one at fault because

1. They money should have never been touched unless the withdraw was accepted, doing so leads to problems preventative buisness conflict 101

2. I cannot legally be held responsible for things I am either unaware or/ not informed of or informed of to late , and lastly I cannot be held for something I have no control of . Only control I have is putting money into the account everything else i have no control over . And they did inform me that it got cancelled. but, it was an 1 hour after, when this withdraw was allegedly deposited back into my account without my knowledge. so the info was giving to me that was canceled ., but was giving to me at a time where it woukd have been way to late for me to do anything about it anyway and there is no transaction history of this withdraw being depositd back into my account only taken out of the account . So this is where I strongly belive that I'm not the person at fault and cannot be the person at fault because I was not informed, made aware and lastly have no control over anything. . They way I'm looking at isnthat even if my eyes never left that transaction could have and would have still happened because there nothing showing the money going back on and no one is telling you anything and when they do there's no point because it was told to you way to late. Again I have forwarded you all the documents I have in this matter to your email

veronika.l@casino.guru

Thank you for your time and attention in. Dealing with this matter as promptly and fairly .

Thank you for your emails. In the transaction history, there is information that your withdrawal request for CAD 1950 was rejected. The casino stated in your communication that you received an email about it. Could you please forward me that email as well?

Do I understand correctly that you have not noticed that your winnings were returned to your playable account after the withdrawal request was canceled and you gambled them away?

I was not told about money leaving my account nor was I told about it returning to my account. and that email does not exist . I do not have an email telling me it was cancelled. They keep telling me that they sent one but the fact of the matter is , I didn't get one . Closest I got was an email from Steve telling me an hour later what to do to get it to go threw. That being said last time I checked it is the casinos responsibility to be fair and transparent, aswell as notify any significant changes regarding the players funds . It is also my right to be informed about transactions involving my funds . I did not get informed either way just that they were reviewing my request for withdrawal. Only reason I noticed they took the money out is because I checked my transaction history , and it showed that they did and showed my remaining balance . I did not notice them putting the money back but I shouldn't have had too . I should have been notified , aswell there should have been a Player Fund Segregation. Which is a casino Requirement to keep player funds separate from operational funds. So at end of day should have been notified and should have been put back into a non operational account . Failed at both

Have tried every way possible to try and make thembunderstand that the apparent notification which was allegedly sent to me but I somehow have no record of it , but have record of every other notification, is a technical error if it was supposedly sent and I didn't get which still isn't on me and that should still be enough for my request to be granted . And I've looked in spam folders deleted messages and even used a engine to retrieve deleted emails still have nothing if this notification.

I understand your feelings of disappointment. However, please note that it is the responsibility of the players to check their balance before playing. The casino has returned the money to your account and you have used it to play, thus, from our point of view, the casino is not obligated to offer you any refunds at this point.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I apologize we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.