Richard Casino - Player's withdrawal was cancelled and winnings were partially confiscated.

Hello i make a deposit of 100€ with a deposit bonus the bonus code was DRAGON and i won and withdraw 1750€ 28.11.2023 and today 29.11.2023 they cancel my withdraw and take 1060€ from my account i had only 690€ on my account They say the reason is that i play with cash bonus or free spins bonus and max win feom there is 10x but i never play with free bonus it was a deposit bonus and there is no max win but

they rule NOT LIMITED

not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc

i want my Money back can you help me please

Hello atti38,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Richard Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward the specific terms to the bonus you used? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello my Account is verified since Months On the Email there was no standing any Bonus Terms And with casino it was yesterday they say Cash Bonus has x10 Max win but for me cash bonus is free bonus money special bonuses for example has no max win with my other withdraw there was never a problem but now withdraw is a bit higher and they take 1000€ from my account

Hello atti38,

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru?

i send 🙂

Thank you atti38 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello atti38,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I would still like the casino to confirm if there was any exception for the "Dragon Bonus" when it comes to max win, but I have found this rule in the general Bonus T&Cs

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,

Can you please confirm if, for the Dragon bonus, the max win rule (the bonus amount multiplied by 10) still applies and if the player's winnings have been adjusted according to the bonus T&Cs?

Hello Michal,

We can confirm that the Dragon bonus is a bonus that is subject to the max cashout rule, which is specified in the Bonus Terms & Conditions, and that the player's winnings have been adjusted according to the bonus T&Cs.

There is a paragraph in the Bonus Terms & Conditions:

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated."

This means that all of the bonuses listed here are subject to this rule, as well as all those not listed here. Except for those with special conditions, if specified in the bonus description.

Best regards,

Richard Casino

Thank you for your response and clarification, Richard Casino.

Dear atti38,

As per the confirmation and clarification from Richard Casino, your winnings were adjusted in accordance with the casino's bonus terms and conditions. I believe the situation has been sufficiently clarified. I strongly advise you to read each bonus's terms and conditions before activating it to avoid situations like these in the future.

Is there anything else I can assist you with, or can we consider your complaint to be resolved?

what is including not limitet means

including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.

Dear atti38,

You can find the same rule in the German language as well if this would be more understandable to you. The casino supports more languages, and bonus T&Cs in German can be found here:

In any case, your winnings were adjusted in line with the bonus terms and conditions of the casino. I highly recommend thoroughly reviewing the terms and conditions of each bonus before activating it to prevent similar occurrences in the future. It's advisable to verify any uncertain terms with casino support. I trust that the situation has been adequately explained, and I find no merit in continuing with any further discussion in this regard. Is there anything else I can help you with, or can we consider your concern resolved?

Dear atti38,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello thank you 🙂 you can close for me this is not a good casino and i will warn eceryone to not play here

Dear atti38,

Thank you for your confirmation. I'm glad that the situation has been adequately explained and as winnings were adjusted in line with the bonus terms and conditions of the casino and you have received your eligible winnings I will now close this complaint as resolved. As previously mentioned. I highly recommend thoroughly reviewing the terms and conditions of each bonus before activating it to prevent similar occurrences in the future.

If you run into any other issues with this or any other casino do not hesitate to contact us in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru

Dear atti38,

We are reopening this case to appropriately reevaluate and reclassify the associated complaint. Following a comprehensive review of all available information, our complaint team has determined to close this case as unjustified. As previously communicated, your winnings were adjusted in alignment with the casino's bonus terms and conditions. The casino team had conveyed this information to you even before you posted your complaint on our forum. While we were open to assisting you, upon careful consideration of all details, we find your complaint to be unjustified.

We highly recommend thoroughly reviewing the terms and conditions of each bonus before activating it to prevent similar occurrences in the future.

If you run into any other issues with this or any other casino do not hesitate to contact us in the future, and we will try our best to help.

 Best regards,

Michal

Casino Guru