RichPrize Casino - Player's account closed, winnings not paid.

Richprize

Right so I deposit €680 euro in a short space of time…. Over a few days I managed to win €2030 euro total. 

This is valid money and no rules broken and no wagering needed everything 100% complete. I have some screen shots of evidence to prove it. 

I was firstly messed around with KYC even after they had emailed me to say I was fully verified throughout my account. 

They still sent 4 further emails asking for picture that they already approved. 

Withdrawal supposed to take 1-3 days. 

I had waited all week for 5 separate withdrawals totalling €2030

Even though straight away it said

 "CASHOUT accepted".

They ignored my live chat messages and ignored 7 polite emails.

I eventually had an email from Victoria a VIP manager. This is what she had said to me -

" Dear Thomas,

I trust this message finds you well. My name is Victoria. I’m a VIP manager at RichPrize casino.

I regret to inform you that, due to a temporary backlog in processing payments, your withdrawal has experienced an unexpected delay. I understand how this can be distressing, and I want to offer a solution that ensures you continue to enjoy the entertainment we provide.

To avoid any further inconvenience, I would like to offer you the option to process a partial withdrawal of €700, 

while the rest of the funds will be returned to your balance. This will allow you to explore a wider range of entertainment options in our casino, with the exception of sports betting, which will be temporarily restricted.

I understand that this may not be the ideal situation, but I hope it provides you with a more enjoyable gaming experience while we work diligently to resolve the payment processing backlog. Your satisfaction is important to us, and we aim to make your time with us as enjoyable as possible.

If you wish to proceed with this option, please confirm your decision, and I will promptly process the partial withdrawal. If you have any questions or require further assistance, please do not hesitate to reach out.

Thank you for your understanding and continued support. We are committed to ensuring your experience with us remains positive.

Warm regards,

Victoria "

So firstly she did not promptly send any money at all like stated.

Secondly why can she send €700 but not the €2030 I’ve been waiting for?!

Thirdly why was sports betting restricted for me only when it looks fine to me - why can I not play on that?

Here comes the best bit - I then reply to her email asking if after she sends the €700 and returns €1330 back to my casino balance, can I request that €1330 again? Her reply was "yes you can after you wager it all on slots of course!"

Are they joking me? They wanted me to wager my own valid winnings that for some reason they don’t want to give me a single bit of?

Does not make sense at all. My total deposits to this casino was €680. So for her to want to send me €700 but not the rest tells me that they did not want to pay me the winnings/profit.

On the morning of Friday 13th October 2023 I received a nice friendly welcome email from a Julia Richy from Richprize…. only to shortly after that to receive a not so friendly email stating the following -

" Dear Tom,

I hope this message finds you well. We appreciate your continued support and trust in our casino.

We must inform you that we have made the difficult decision to exercise the right reserved under our Terms and Conditions to terminate your account effective immediately.

Please rest assured that any deposits made to your casino account will be promptly refunded to the bank account from which they were initiated. 

We are committed to ensuring a smooth and trouble-free process for your refund. The full amount of your deposits shall be refunded back to your bank account within a few working days.

We appreciate the time you've spent with us and wish you the best in your future endeavours, both in and out of the gaming world. "

There’s no reason why they did not pay my winnings and why they decided to block my account completely. Really disgusting thing to do.

I have only received a partial refund of my deposits also. £200 / whatever that equals to in euros is still missing and not been refunded.

I am here to get my winnings paid to my bank account. €2030 which is rightfully mine.

I have attached a bunch of screenshots of evidence here.

Thank you.

Hello Thomas-091,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RichPrize 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? What kind of bonus did you use to accumulate your winnings? Did the casino specify any kind of term which lead to the termination of your account?

Looking forward to your answer.

Regards,

Nick

Hi my account has been verified since probably Monday last week. All green ticks on all documents they had requested. They were giving me bonuses often which I cancelled most upon arrival. The ones I couldn’t cancel I actually completed the wagering requirements in which was visible to see. I got to this balance with mainly my own money only. I’ve got some pics showing any silly wagering was completed. I did not withdraw until I was sure all small print was completed and that I didn’t break any rules. The fact they emailed me to say there is simply a delay/ backlog in processing withdrawals told me that they knew my winnings were valid winnings hence why she wanted to send me a bit of the winnings whilst they resolved there own delays. No explanation from anyone about anything no. No real reason why I couldn’t have my legitimate winnings of €2030. No reason given why they closed my account down. I think they were selfish by simply not paying out or responding to my contact and thought the easiest thing to do was to block me.

Dear Thomas,

I am writing to acknowledge the concerns you raised regarding the withholding of your winnings at RichPrize.

First and foremost, I would like to extend our sincerest apologies for any inconvenience or

frustration you may have experienced. It is our priority to ensure that our players have a clear understanding of our policies and feel valued within our gaming community.

The issue you have raised pertains to T&C Clause 5.19, which states:

'The Company reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation may

be credited to You; however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in Your Casino account in any circumstances allowed by Law.'

Our Terms and Conditions are crafted with the utmost care to establish a fair and transparent relationship with our players while adhering to legal requirements. The mentioned clause empowers us to protect the integrity of our platform and ensure compliance with the law.

To address your concerns, our team has reviewed the specific circumstances leading to the

withholding of your winnings, and we found that it was a necessary measure, justified within the boundaries of the law and our policies.

We understand that this may be disappointing, but we assure you that these actions were taken with the best interests of all our players in mind.

We would like to inform you that all deposits made during the time when your account was open have been successfully refunded in accordance with our refund policy. Your account has now been closed, and no further payments will be issued.

This represents our final viewpoint on the matter. While we understand that this situation may not have met your expectations, we genuinely wish you the best in your future. We value your time with us and sincerely hope that you continue to enjoy your online gaming experiences, wherever they may take you.

Sincerely, Victoria

Disgusting absolutely disgusting I have lost all faith in humanity - look at these pictures here you have NOT refunded me all of the deposits at all!

the green is what you have refunded me but you still need to refund what I have circled in red!

I work for the police so rest assured you will be dealt with as you are displaying all kinds of dodgy addresses on my bank statement.

I’ve had all the deposits back - but I’m not getting the £1189.97 missing winnings. They know I won this fair and square. Absolute disgrace of a casino and definitely over rated here.

Deare Rich Prize Casino,

Would it be possible to forward a more specific explanation of your decision and about what did the player do in order to confiscate his balance. If yes, please forward it to nikolas.b@casino.guru.

Hi Nikolas, I have forwarded my final view point on the matter to you. Please kindly review at your convenience. Thank you

Please enlighten me also! Didn’t give me any reason or any evidence why you did this to me.

THREE weeks ago Victoria Goldberg said this - 

" We deeply regret any inconvenience you've faced, and we're here to work toward a prompt and fair resolution. Please allow us some time to thoroughly review and rectify the situation, and we will keep you updated on our progress."

So now it’s been three weeks and nothing since the above. Not a single response or solution as promised.

Ive emailed 4 people about 10 times each over a 3 week period - not a single response.

Additional e-mail was sent to the casino for further specification.

They have not got a valid real reason why they closed my account. It’s an absolute disgrace. They owe me £1189.97. Yet they have a rating of 7.7. There is a trend going round in which casinos are emailing people asking for good reviews in exchange for bitcoin. It’s absolutely obvious it’s happening on your website. Scammy unlicensed casinos with very bad customer service and very bad practice with very bad predatory terms and conditions are getting very high ratings. Got suspicious written all over it

I apologise for being a bit angry. It’s not casino guru’s fault - I appreciate everyone here who’s helped me here, feel free to remove any comments I may have made out of anger, as it’s anger towards RichPrize Casino only because they clearly don’t have an actual decent enough reason into why I lost out on valid winnings. They still owe me £1189.97 in winnings. They should pay me this and re open my account.

The last and only recent contact I had off them was an email dated 30/10/2023 from "Victoria" . -

"Dear Thomas,

I trust this message finds you well. I am writing to convey our final viewpoint on the matter regarding the withholding of your winnings at RichPrize.

We appreciate your engagement with our platform and the concerns you have raised. It is our standard procedure to conduct due diligence in accordance with our Terms and Conditions (T&C) to ensure that all interactions on our platform align with our policies and legal requirements.

The issue you've brought up is governed by T&C Clause 5.19, which explicitly states:

"The Company reserves the right to cancel Your account for any reason whatsoever at any time without notice to You. Any balance in Your account at the time of such cancellation may be credited to You; however, the Company reserves the right, in its unfettered discretion, to void any winnings and confiscate any balance in Your Casino account in any circumstances allowed by Law."

Upon careful review of your case, we have exercised our rights under this clause to close your account. It is important to emphasise that our actions were taken after thorough consideration to avoid any further misunderstandings. We want to clarify that our decision was made in full compliance with our T&C and all relevant legal regulations.

Furthermore, we have ensured that you do not incur any personal losses by fully refunding every deposit made on our site. This letter signifies our final stance on this matter.

We appreciate your time with us and hope that you continue to enjoy your experiences in any path you choose to follow.

Sincerely,

Victoria"

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Nick, I have submitted my latest response to you in regards to this case. Please review and update us with your decision.

Thank you

Victoria

I sent 10 polite emails so why can they reply here but not to them? I request casino Guru to re-read the entire complaint and read my posts in the discussion section here before making any decisions because I’ve clearly been mistreated by RichPrize and it’s really upsetting for me.

Hello Thomas-091,

After taking into consideration all the evidence, we came across the fact, that the reason behind the account termination was sports betting related. As you might know, we deal only with casino related issues as we are not qualified for sports related complaints so we won't be able to proceed in this specific case.

All I can recommend now is to contact the licensing authorities of the casino in case you wish to pursue resolving the complaint with the casino.

I'm really sorry that we are not able to help you out but the fact that the account closure was betting related completely tied our hands.

Best regards,

Nick