RichPrize Casino - Player’s account was blocked.

Hello im played RichPrize Casino and never win. But on this week i get lucky and win 300eu so i decided to make a withdrawal so i make it waited 3days sended all my documents what they ask and after that i get my account blocked with my money inside. Pending withdrawal with 300eu. And they didnt tell me nothing what is wrong... and dont give back my money. I dont know what to do and where ask for help to get back my money 🙁

Dear Tomas,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never received any confirmation regarding successful verification? Please, could you advise if you have accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this issue? Please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello. I never get any email from RichPrize. I dont get anything about veritification sucess. Or why they block my account... i sended all my documents what they asking me and waiting my winnings. After that i get blocked. And nobody explain me why... yes im played with bonus but im wagered that bonus successfully....

Supporters dont have any answer for me they said. They write to managament team and they waiting answers too. So 2days still same words no answer...

Thank you very much Archangelas123 for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Archangelas123,

I looked at your complaint and will do my best to help you. I would like to invite RichPrize Casino into this conversation. Casino, can you please specify why did you block the player’s account?

Hello!

Please kindly note that your account was put on hold due to our security dept additional verification procedure. It was unblocked so you can submit another withdrawal request.

Best regards,

RichPrize team

Dear Archangelas123,

can I consider this case as resolved, please?

My account unblocked but i cant withdraw my money still

My account again blocked.... and still i didnt get back my money 😥😥😥😥

Unblocked again.... 2weeks they holding my money....

RichPrize answer me why you not giving my money?!!! Why i need wait 2-3weeks? Why you holding my money?!!!

We would like to ask the RichPrize 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’.

Dear Archangelas123,

I tried to contact one of our affiliate contacts from RichPrize Casino, please, let's wait one more week and I'll notify you as soon as I will receive an answer.

Dear Sirs,

With reference to this case, we have repeatedly reviewed the situation which became a cause for the complaint of Mr. Tomas.

We have to inform you and the player that following further review of the said complaint we came again to the same conclusion that certain actions of Tomas and the results of his bets give us a reason to suspect that the mentioned player acted in bad faith, details of which may be provided to your agent privately due to certain non-disclosure restrictions from our soft provider.

We draw your attention to the fact that this sort of decision refusing the payments of prizes with further blocking of the player’s account is being accepted by us only in case of serious warnings from the appropriate soft provider received by us in case of breaches or suspicious events identified and fixed by means of technological security solutions, evidencing the possible attempted fraud.

Since the beginning, our soft provider has been providing us with risk and fraud management solutions as part of our agreement and we trust them completely as well as their software which detects the major arbitrage issues.

Given the above, our initial decision to refuse the payment of the prize to the mentioned above player and further blocking of his account remains in full force for the time being.

Allow me also at this stage to recall that the above-mentioned decision is fully in accordance with the Sports Betting Rules according to which we reserve the right to block the opportunity of the client’s account to place bets, cancel all bets, or address to law enforcement bodies in the case when the client is suspected in fraud.

We are highly interested in every one player but we are strongly against any kind of fraud which will be always preventing such cases solely within the framework of Law and our Rules.

We are currently preparing all the required materials on this case and studying the possibility of approaching the enforcement authorities.

Please, also note that the mentioned above player is entitled to appeal our decision in court and we would be happy to provide the court with the supporting inputs and detailed analysis of the soft provider evidencing the attempted fraud and our right to refuse the payment.

Dear RichPrize Casino,

please, send me evidence to my email: viliam.v@casino.guru

We would like to ask the RichPrize 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’.

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of RichPrize Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

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 Peter,

I hope this message finds you well. I am writing to provide you with an update on the withdrawal issue involving a player from Lithuania Tomas. After conducting a thorough investigation into the matter, I have established that the withdrawal was indeed paid out on the 21st of October 2021.

Our records indicate that the withdrawal request made by the player was duly processed and successfully paid out on the aforementioned date. I understand the concern regarding the blocked account and the lack of evidence provided by the casino. I would like to clarify that the account blocking might have been a precautionary measure taken by our system, but it does not affect the legitimacy of the withdrawal.

To further reassure you of the validity of the transaction, I would like to send you the transaction records and payment confirmation for your reference (kindly provide email address). This should provide the necessary evidence that the withdrawal was processed and paid out as scheduled.

I apologise for any inconvenience or confusion this may have caused and appreciate your patience as we resolved this matter.

Regards,

Victoria

Thank you, Victoria for the update. You can send the evidence to my email address (peter.m@casino.guru).

Dear Archangelas123,

Could you please confirm if you received the funds?

As we received evidence from the casino confirming the transaction (withdrawal) on the blockchain, we consider the issue to be resolved. Thank you RichPrize Casino team for the evidence and thank you Archangelas123 for using casino.guru complaint resolution center.

Best regards,

Peter