RichPrize Casino - Player's request for account closure ignored.

Good support when you depositing, always helpful. I tried to withdraw twice, 1 large amount which took too long so I cancelled the withdrawal as needed to play.

I have a gambling issue so 3 weeks ago I asked to close my account to stop me wasting more money, I had to follow this up multiple times when the response was ‘it’s with the relevant department’ every time.

As it wasn’t closed, as soon as I got paid I have spent $1700 of my wages on this site when it should’ve been closed and I shouldn’t have been able to. I’ve had a gambling issue for years and I am trying to sort it, this casino isn’t helping at all.

Dear AdzBee,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is tomas@casino.guru

Thank you very much in advance.

Best regards,

Tomas

Hi Tomas,

all the correspondence was via live chat as I was unable to send an email as it always bounced back.

The reason for wanting to close the account is because I have had a gambling addiction for years and need to stop and it is causing mental health issues. If it’s self exclusion I need please do this asap.

I did message Victoria many times asking to close my account which she always came back with more bonus money for me to play with which then just makes me want to play and gamble more.

I feel I should be paid back all I have deposited since my first request to close my account.

Many thanks

Adam *****

Dear Adam,

I want to start by expressing my sincere apologies for any inconvenience or distress you may have

experienced. Your feedback is extremely important to us, and I would like to assure you that we take matters of responsible gambling very seriously.

First and foremost, I want to acknowledge your efforts to manage your gambling habits responsibly. We

commend your initiative to set limits on your account and your decision to seek assistance in addressing your gambling issue. Your well-being is our utmost priority.

At RichPrize, we have implemented a range of responsible gambling tools and support measures to assist players in managing their gaming activity:

1.     Access Limits: You can set daily, weekly, or monthly deposit limits to control your spending and help prevent overindulgence.

2.     Login Restrictions: We offer options to limit your access to your account, which can be especially helpful during times when you want to take a break from gambling.

I will ensure that your account is closed as requested, and we will be reaching out to you personally to discuss any additional steps we can take to help you regain control over your gambling habits.

Once again, I sincerely apologise for the inconvenience you have experienced, and I want to assure you that your well-being is of the utmost importance to us. We are here to support you on your journey towards responsible gambling, and we are determined to make your experience with RichPrize a safer and more enjoyable one.

If you have any immediate concerns or require assistance, please do not hesitate to contact me.

Warm regards,

Victoria 

Hi Victoria,

Thank you for your response.

In terms of the responsible gambling, it was difficult to find how to do this on your site, that’s why I asked live chat to close my account which I have also tried to do previously with no luck.

Please can you get the deposits I made after this request refunded asap.

Many thanks

Adam

Dear Adam,

I am glad the casino decided to close your account due to your gambling issues.

Have you mentioned your gambling issues or the fact you are struggling with controlling your gambling to the casino at any point when communicating with the casino?

Has the casino agreed to refund your deposits made after your request to permanently close your account?

I'll await your reply.

Hi Tomas,

I have mentioned my problems before and the fact I was gambling too much and spending too much money.

I haven’t heard from them and they haven’t paid me anything back.

Many thanks

Adam

Dear Adam,

I hope this message finds you well, and thank you for getting back to us. I understand your concerns regarding responsible gambling features on our site, and I appreciate your feedback.

I'd like to highlight that we have made every effort to ensure the accessibility of responsible gaming features for our players. These options are conveniently displayed in your player profile, located just above the "Log Out" button. Our customer support team is always available to assist and guide you in utilising these features, would you required assistance.

I want to take a moment to express my gratitude and appreciation for the relationship we've built with you over time. Your loyalty and support have meant a lot to me, and it's important to me that you have the best possible experience while gaming responsibly.

While we empathise with your situation, I regret to inform you that, in this instance, we are unable to provide compensation for the deposits made after your account closure request. We genuinely wish to assist you in your journey towards responsible gambling, and I encourage you to utilise the tools available for players to manage their gaming activity more effectively.

Your well-being is important to us, and we genuinely hope that you find the support you need to overcome any challenges you may face. We wish you all the best in your efforts, and should you have any further questions or require assistance in the future, please do not hesitate to reach out.

Thank you for your understanding, and please feel free to contact us if you have any additional concerns or inquiries.

Warm regards,

Victoria

Thanks for your response to Victoria of RichPrize Casino.

Dear AdzBee,

We've received chat transcripts showing your earlier interactions with the casino, specifically where you requested to close your account. Excerpts from the conversations submitted start on July 21 until September 8th, also, messages without your answer from September 20th until October 3rd.

In these exchanges, the reasons given by you were dissatisfaction with the withdrawal speed and experience with the withdrawal process, and having no luck.

Please understand that without you expressing that you are experiencing gambling issues or having difficulties controlling your gambling at the casino, it cannot act to protect you, also, under such circumstances, we are unable to assist you with your request for a refund.

Please let me know if you informed the casino via other channels about your gambling problems and submit the relevant communication as evidence, otherwise, we won't be able to assist you further.

My email address is tomas@casino.guru

I'll await your response.

Dear AdzBee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Tomas,

If I’m honest I didn’t want to discuss my problems with the casino, I didn’t want them knowing I had an issue and I just wanted the account closed which I asked and chased up many times.

Many thanks

Adam

Thank you for your reply.

Unfortunately, mentioning your gambling issues is paramount when dealing with online casinos, otherwise, the casino's responsible gambling policies and tools cannot protect you.

Without mentioning the issue to the casino, we unfortunately don't think you are eligible for a refund. Due to the aforementioned reasons, this complaint will now be rejected. I am sorry for the disappointing result of your complaint.

Lastly, I would like to present to you our Self-Exclusion Assistance Tool. This tool allows you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino.