RichPrize Casino - Player experiences account closure, cannot withdraw winnings.

The casino is refusing to payout my winnings of 30 euros

They've locked my account and refuse to engage in a discussion about it

Dear kaczka381,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• How did the casino inform you about the blocking of your account?
• Do I understand correctly the winnings withheld were won on sports betting?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I wanted to withdraw my last 30 euros and end my adventure with this casino

I was playing in the casino section, Richprize no longer has a sports section in its offer

I found out that I was blocked when I wanted to log in because when I ordered a withdrawal of EUR 30, I received an e-mail notification to send documents for verification.

I will add that I have already made withdrawals and my account was fully verified

When I wrote to the chat, the consultant, after checking my data, wrote that they had to block my account but did not specify the reason

I will also add that I did not play any bonus in the casino

Dear Kaczka, first of all Happy New Year and thank you for reaching out.

I have just received your complaint and am currently looking into the issue. I will thoroughly investigate the situation surrounding the withdrawal request and the account block. Rest assured, as soon as I have a clear understanding of what has transpired, I will reach out to you with a detailed explanation and a resolution.

We appreciate your patience and understanding in this matter.

Best regards,

Victoria

Good morning, I just wanted to withdraw the last funds in my account

I don't understand why the casino acts this way, I haven't broken any rules in any way

If you do not want me as a client, please just transfer these funds to my account

Thanks to both parties for the reply.

Dear Victoria,

Did you have time to look into the issue? Why was kaczka381's account blocked and what steps should be made for kaczka381 to withdraw his remaining funds?

I'll await your reply.

Mrs. Viktoria wrote to me to request the withdrawal again because it was rejected, but I am unable to do so because my account is blocked.

Dear Kaczka, please try again and let me know if any issues. Thank you

"The card expiration date is incorrect."

This message pops up when I try to make a payment

I'm sure I'm entering the correct date, I've already made a payment with you once and everything was fine, but today there's a problem

I received this information, I am attaching a screenshot

Unfortunately, this morning my account is blocked again and I cannot log in

Dear Kaczka, could you please confirm you have received the payment?

Regards,

Victoria

The funds were transferred to the account, everything is OK

Thank you

Dear kaczka381,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and RichPrize Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru