The player from Italy had their account closed after winning 750 euros and requesting a withdrawal of 500 euros, with the casino claiming that the closure was due to illegal activities without providing specifics. They had deposited and played regularly without any bonuses and were seeking to retrieve their blocked winnings of 2700 euros. The Complaints Team concluded that the complaint was unjustified due to breaches of the casino's terms and conditions.
RichPrize Casino - Player’s account closed; winnings confiscated.
Amount: €2,700
RichPrize Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 months ago
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4 months ago
Translation
Hello, the casino in question closed my account without reason. I made an initial deposit of 350 euros and lost the entire balance. I then made a second deposit of 50 euros and won a substantial amount playing various slots. Later, I played Monopoly Live and was lucky enough to win 750 euros with a 5-euro bet. All of this was done with real money, without any bonuses. So, I requested a withdrawal of 500 euros (the max allowed by the casino per week). Several days went by without any response or email from the casino. When I tried to access my account, I realized that they had closed it.
I'm sending you a screenshot where you can see that my account was closed and on the right, you can also read the conversation I had with the live chat. They told me that my account was closed due to illegal activities, but they didn't specify what these activities were because, in reality, there were none. I deposited regularly and won just as regularly. Please do something, these scammers have blocked 2700 euros of mine...
Automatic translation:
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4 months ago
Hello rosannanapoli00,
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? Does anybody else from your household uses this casino? Did you deposit by your own payment method and registered with your own details? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
Could you tell me if your account is already verified and, if so, since when exactly? Yes, the account was fully verified on 06/23/24
Does anyone else in your family use this casino? No, no one else in my family has an account with this casino
Have you deposited with your payment method and registered with your details? I deposited in crypto
When was the last time you spoke to the casino and what was it about? Yesterday was the last time, I asked on the live chat why my account was closed
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4 months ago
Thank you rosannanapoli00 for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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3 months ago
Hello, rosannanapoli00,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, please let me know if there is a possibility that, at any point, another casino account used the same payment method for deposit or withdrawal as you.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear RichPrize Casino team,
Could you please explain the player's situation in more detail? Why has the user's account been blocked and winnings confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).
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3 months ago
Dear Branislav, we acknowledge the receipt of your message.
All relevant information related to this case has been previously submitted and is now duplicated to the email address provided.
Thank you for your attention.
Victoria
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3 months ago
Greetings all,
I am sorry for the delay.
Dear Victoria and RichPrize Casino team,
Unfortunately, I do not know about any previous communication regarding the matter.
However, thank you for your email and explanation. I replied a while ago. Can you please look at it and provide me with the requested?
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3 months ago
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.
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3 months ago
Dear Branislav,
I have submitted further communication regarding this issue via email.
Thank you
Victoria
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3 months ago
Greetings all,
I am sorry for the delay.
Waiting for further details/supporting evidence from the casino via email.
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3 months ago
Translation
more than a month has passed... meanwhile my €2700 is blocked for no reason
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3 months ago
We are trying to find out whether it is for no reason.
Thank you for your patience and understanding.
