RichPrize Casino - Player’s account is closed with no explanation.

I won $9000 AUD with no added bonuses i got fully KYC verified and successfully withdrew $2000

My second withdraw of $2000 was reduced to $1000 and i got an email from the casino saying they want to confirm i received payment and thats why they lowered the withdraw.

I though that was strange as on the casino transaction it said i was paid $2000 but really i only received $1000

i withdrew $3000 and

I spoke to the VIP manger Victoria who had sent the first email , they said they were sorry and would fix the matter on Monday 22nd

on Wednesday after still waiting for me withdrawal to be approved and no emails i sent a follow up email.

Today i have no been able to log in and got an email saying my account was closed due to suspicious activity !!!!!

I have done nothing not even play just been patient trying to withdraw my winnings.

I tried talking to support of the casino they said they will no longer help me as i have to speak to them through email.

Please help me as they are thief's

Dear sergiosergio123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise when exactly you created your casino account?
• Do I understand correctly that you had $6000 in your casino account before it was closed?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

i created it about 3 weeks ago , yes i had $6000 balance and then it was shut with no vail reason

Hi Sergio and Kristina,

Thank you for your message and for bringing your concerns to our attention. We acknowledge the submitted complaint.

As requested in my latest email to Sergio, until we receive confirmation from the player regarding any additional accounts, player's account will remain closed.

I am compiling evidence that will be submitted if the complaint is taken further. If the player confirms that another account was opened by accident or other means, we will attempt to resolve this in-house. However, it is entirely up to the player how he would like to proceed.

We appreciate your patience as we navigate this situation, and please be assured that we are committed to maintaining a fair and secure environment for all our players.

Best regards,

Victoria

@ rich prize

Good morning, i replied straight away, and as per my email i have only opened one account.

Please provide evidence if another person is using my information and personal details as that is identity theft and i am very worried as i have only shared that information joining your casino.

Please note i also had to sent a photo of myself holding written information to this casino, unless someone has photo shopped me there should only be one account linked to my , name ,email, phone and address ,

can you please provide any evidence another account in my name has been made ?

If no other account has been made which it has not then the casino has no grounds to block my account and steal my money.

Good morning, i have received no reply from Victoria its been over 24hours.

This casino sounds like a dirty cop trying to get a false confession , i have only ever opened one account with this casino yet they are threating that "Unless you can confirm that you have opened another account, your account will remain closed" and If the player confirms that another account was opened by accident or other means, we will attempt to resolve this in-house. However, it is entirely up to the player how he would like to proceed.

Are threats and trying to force a players to agree to statements that are not true standard casino practice ?

The casino continues to refuse to help me through online support and its now been 4 days since any contact from Victoria or the casino through emails.

Casino is very fast to take money , and close account but struggles to send replies to emails about injustice.

Thank you very much, sergiosergio123, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you sergiosergio123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RichPrize Casino for their help in resolving this complaint. We would like to ask if you could provide us with evidence of multiple accounts. You can forward any relevant information to my email. (peter.c@casino.guru)

Thank you!

hi thank you for taking up my complaint, shouldn't rich prize only have 2 days to reply instead of 7 seems as we are still waiting more than 5 days since the last message ?

Hello Peter,

I can confirm that all relevant information regarding this case, has been submitted via email for your consideration. Please let me know if you require any further details or clarification.

Separately, I would like to address the player's concerns regarding the communication about the possibility of having another account.

Dear Sergio,

I would like to clarify that the question about whether you had another account was simply an attempt to find a logical explanation for the striking similarities between your account and another. It was not intended to force a particular answer or put you in a difficult position. My goal was to resolve the matter amicably by exploring all possible explanations, which is a goodwill gesture to help you regain access to your account if an error had been made.

At no point did we threaten or attempt to pressure you into agreeing to something that is not true. We simply needed to clarify the situation to ensure there had been no misunderstanding. Moving forward, all communication related to this matter will take place via this platform, and no further emails will be sent to you directly.

Best regards,

Victoria

Dear Victoria,

could you please confirm that at this point due to refusing your threats my account is still locked and now my direct communication with the casino has been cut off.

Due to the casino refusing to communicate with ME the player and owner of the account i will now be commencing the steps towards legal action and will be reporting to the gaming authorities. I will also be submitting this issue and complaint to ever casino review site i can find until this theft if fixed.

I also request that all relevant information regarding this case or evidence to be emailed to me directly or shared in this chat.

Refusing to provide me with a copy of this evidence means the casino is now sharing personal information to a 3rd party without my consent.

Also in regards to the threats my chat history and screen shots do not lie.

I also took the time to read old reviews of this casino and found threating is common strategy used by this casino. casino guru is full of reports of this but iv also added some pictures for reference.

Dear Sergio,

Thank you for your email and duplicate here. I would like to confirm that, as of now, your account remains locked. This is in accordance with our internal policies and procedures.

To clarify, it was your choice to move all communication regarding this matter to the Casino Guru platform, and we have no objections to your preferred choice of communication channel. An option to resolve this matter in-house was initially provided to you as a goodwill gesture, with the intention of resolving any potential misunderstandings. However, since you perceived this as a threat, we have fully respected your decision to communicate solely through Casino Guru. In order to avoid any further misunderstandings and to ensure a single point of communication, we suggested that all discussions be kept on your chosen platform, which is Casino Guru.

At no point have we refused communication, and we remain fully engaged with the process of addressing your concerns through the platform you have selected. Whatever steps you believe are necessary, are your choice, and we are not in any position to prevent you from taking such steps.

I would also like to make it absolutely clear that your personal information and details have never been, nor will they ever be, shared with any third party or otherwise, without your explicit consent. We take the privacy of our players very seriously and strictly adhere to all relevant privacy and data protection laws. The only information (not personal details) that may be shared will be with Casino Guru, as you have chosen them as your mediator in this matter. We reserve the right to not provide certain information, but anything that needs to be shared (once again, not personal information) in the course of resolving this complaint will be communicated through the Casino Guru platform, as per your request.

Should you have any further questions, please feel free to let us know via this platform.

Best regards,

Victoria

Thank you for the update Victoria, I would appreciate it if you could provide me with any evidence of the multiple accounts after we have explicit approval from the player. In that case, you can forward it to my email. (peter.c@casino.guru)

Dear sergiosergio123, let us know if we can move forward with the investigation. Thank you in advance for your cooperation!

Dear Victoria ,

Please stop lying, you only offered to resolve inhouse if i aggreged to having multiple accounts in my name WHICH I DO NOT. since i have refused that that false claim you decided that you would only communicate here, seems as this is the only way to get a reply i guess we are stuck here for now.

So i ask again please provide evidence here or unblock my account and return my stolen money.

Hi peter i didn't know the investigation was on hold of course we go forward.

May i please be updated about the email they sent you 2 days ago, If there is any other account with my details i am very worried and that is why i am asking the casino to share the information here.

I am very confused as to how i could of created multiple accounts with this casino, they have strict KYC which includes giving many private details and i even had to send a photo of myself holding a paper with private information on it.

I know for a fact i did not create more than one account, what steps do we take now ?

As the casino continues to keep my account blocked and steal my money what can we do to get this casino blacklisted so they don't do this to others ?

Dear sergiosergio123, we have only discussed that we will wait for your approval so that the casino can provide me with your personal information about the case. Now that you have cleared that up I will await the aforementioned evidence of multiple accounts but I must warn you I cannot share this with you further as that is per our agreement with casinos we mediate for.

Dear TVictoria, I would appreciate it if you could provide me with any evidence of the multiple accounts to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear peter, the casino said all relevant information regarding this case, had been submitted via email 6 days ago.

This has caused me a lot of stress and the casino caused direct final hardship by withholding my funds and blocking my account.

This was the first time i was told that information can be withheld from me , sorry for the confusion, i am just trying to get to the bottom of this as soon as possible as i know 100% for a fact i never created any multiple accounts.

I don't know if the casino is doing this to players on purpose to steal money or if it was simply a mistake.

My account has been closed for 2 weeks now with no valid reason, Can someone please help .

Dear Sergio,

I understand that this situation has caused you frustration, and we fully acknowledge that these processes can be stressful. However, I must ask that you refrain from making accusations and using language such as "stealing" or "threatening." It is important to maintain respectful communication as we continue to address your complaint.

There is a well-established procedure between casinos and Casino Guru for handling complaints. What has been sent to the Casino Guru representative is part of this process and should not be of concern to you.

The purpose of this process is to allow us, as the casino, to acknowledge, accept, or decline the complaint and to discuss next steps. Neither the casino nor Casino Guru is required to explain every detail of this process to you directly.

Furthermore, if our intent were to "steal" your money, we would not have started processing your withdrawal. In fact, we have already paid you out double what you deposited, meaning you are currently in surplus.

We kindly ask that you stop making remarks about theft, dishonesty, or pushing you to admit something that is not true. We fully understand that you may be upset, but we will not tolerate aggressive behavior, blackmailing, or undue pressure.

Both the casino and Casino Guru are following the correct procedures for resolving complaints.

If we have enough evidence to believe that something is not right with your account, we reserve the right to suspend or close it as a business decision. This decision can be made without an obligation to provide you with a detailed report.

We kindly ask that you respect the procedures in place and allow the process to unfold properly.

Peter , could you please check your emails regarding this case?

Best regards,

Victoria

Dear Victoria, i am not making accusations of threats or stealing i am explaining exactly what happened to casino guru and the public.

Lets cover this ..... The Threat was in an email saying " Unless you can confirm that you have opened another account, your account will remain closed" this was pushing me to admit something that is not true and it was made clear that unless i agreed with you the casino would keep my account closed.

It is important to maintain respectful communication however the casino refused to reply to my emails or provide any evidence which is why i was forced to come to here.

So far the casino has taken (another person's property) without permission or legal right and without intending to return i....... that is theft.

Victoria lets stop with all this drama and just stick to the facts.

No evidence to why my account was closed has been provided to me.

My account remains blocked and money withheld (stolen).

You have me worried about stolen identity but will not help me solve that.

You have a personal problem with me and are on a power trip.

Thank you for providing me with the evidence RichPrize Casino representative.

Dear sergiosergio123, the casino representative has provided me with extensive evidence of the multiple accounts which explains their reasoning for the blocking of your account. I don't understand where you got the impression that the casino representative is in any way threatening you as in my opinion, the casino representative has been nothing but friendly and tried to find an explanation for this issue. You on the other hand have been throwing accusations and insults at the casino representative which turned out to be unwarranted as after reviewing the information we believe the steps the casino has taken were justified.

I would also like to warn you that any use of offensive or intimidating language will not be tolerated. Any attempts to verbally attack or intimidate the professionals at Casino Guru or any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding!

Kind regards,

Peter