RichPrize Casino - Player’s request to close his casino account has been overlooked.

My gambling addiction has ruined my life and my compulsions have lead to me making stupid decisions often when I’m at my lowest. I deposit 490usd into Richprize casino and won £2288 I was over the moon but knew I had to quit straight away! I’ve previously tried to commit suicide due to this addiction and I hate gambling but cannot stop! I got in touch with the casino and said "I want to quit" while I’m ahead and explained my situation and the fact I have ended up in a mental hospital, all the medication I’m on and my general state of mind. THEY WOULDNT CLOSE MY ACCOUNT!!! I knew and they knew I would keep playing so the account needed closed with immediate effect. They still wouldn’t close it, I was actually crying through the rest of my playing as I didn’t want to be involved anymore but as they wouldn’t close it. I had no choice but to play on...I lost everything! I’ve since asked for a full refund and apology and sent them my works sickline, my anxiety medication and even my psychiatrist details and private forms. They now want to see my prescriptions in full that my doctor is not willing to give as he’d be breaking his oath. 10 days later they’ve still not responded to my request or issued any money or even an apology!

Dear*****,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent requests for account closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi, I asked just now and they have responded with this...

It’s this bit we must focus on.

I WANTED TO QUIT....and they never respected that and just left my account open. I knew and THEY KNEW I’d keep gambling and let my fragile mind be ruled once again from an addiction that makes me hate life. I detest gambling but I’m ill and can’t defeat my demons.

Right, so the latest is that they want my doctor to provide them with my private personal details showing what medication I’m on and my current state of mind. There is NO WAY my doctor can divulge this publicly as he’d be breaking my data protection and the oath he signed when becoming a gp! I’ve already sent them my works sick line stating I’m not fit for work, my psychiatrist details and forms, all my medication and they still say it’s not enough???

here’s the latest

Plus this

And this

They are now saying past medication is not viable, eh I was giving the anti anxiety and depression tablets 2 days ago and the sickline yesterday!!!

They’ve now told me I’m not fully verified and to upload all my medications AGAIN!!

This whole experience is really stressful, they re-opened my account again tonight and told me unless I uploaded my medication they couldn’t process my complaint further!

I would also like to add that the day after I had begged them to close my account instead of doing so they sent me multiple emails with links for bonuses on new deposits!! Their neglect towards not just me but any addict is mind blowing! This week has been one of the worst ever and I’m really scared about my future.

I’m getting NOWHERE!!!

They now say unless they get a letter from my doctor and full access to my medical files they will not payout the refund. I’ve sent them my works sickline (for this next 2 weeks) my psychiatrist letters and diary, and all my medication (I was administered this week) multiple times. They say that don’t prove I’m unwell. The main thing here is I ASKED TO QUIT WHEN AHEAD they wouldn’t close my account! I then explained I’M UNWELL and they still wouldn’t close my account! If I want to quit they should RESPECT THAT and close my account with IMMEDIATE EFFECT

They are a horrible casino with no morals whatsoever

Thank you very much, *****, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello *****.

If you contacted the casino and tell them that you want to self-exclusion because of gambling addiction, they should as soon as possible close your account permanently or at least prevent you from depositing/wagering more money.

I would like to ask casino representatives (as they wrote in the chat) to step into this case and explain what they need to make the refund.

Good evening!

According to the history of our communication with player the player requested to close his account to which he was responded that the account will be closed within 24h. At that time the player did not have the balance he is claiming. Within this time the player made more bets and raised some balance came back to us and requested to withdraw, to which he was responded with a standard withdrawal process where all players have to upload documents for verification, only then players are able to withdraw. While player was going through verification he managed to play all his money.

Although we acknowledge and try to support gambling awareness we currently don't have opportunity to limit players bets without having player account closed. His account was only kept open due to his withdrawal request.

Nonsense! I should be allowed to quit when I want to quit!! There is no reason for any account to be kept open when someone has had enough. You then asked for personal letters from my doctor and to send you my current medications!!!

Again, the player decides when they quit NOT YOU!!!

I’m a gambling addict and I wanted out - you are meant to respect my wishes so my account should’ve been locked/blocked no access! All you had to do was send the money back once verified!!! It’s straightforward but instead I broke down in front of my daughter due to unwarranted stress.

Dear ******, RichPrize Casino representatives.

We believe that in this particular case, you shouldn't accept any other Roses89's deposits after he mentioned to you the gambling addiction. I understand that preventing such actions may be technically difficult for you. However, at the moment when your casino was processing Roses89's self-exclusion, and you discovered that he has a pending withdrawal from new deposits, the correct approach is to void the winnings, return the deposits and then self-exclude Roses89 permanently.

Due to the two rules, impossibility to self-exclude an account with balance and processing time 24h you created a very unsafe environment where game addicted persons are unable to self-exclude properly.

We believe that you should return the Roses89 all deposits made after he asked for self-exclusion. (and void all winnings, of course)

If I deposit in good faith it’s because I want to play but as soon as I get in touch to say I want to quit my wish should be respected! Many people have mental problems but even then without have the right to STOP FOR GOOD when THEY WANT TO!!!

It’s down to the last 24hrs for the casino to reply AGAIN! I’ve heard NOTHING from them but it’s no surprise from a company that puts through the deposits as buying items instead of gambling transactions.

They really are a disgraceful company that should be closed down with immediate effect!!

Dear Matej,

We think this case need some clarification from our side as the information provided by player is not exactly correct. We want to point out that during players first request to close the account - no gambling addiction was mentioned, first mentions of gambling addiction happened when that player claimed to have played all his money that he wanted to withdraw with request for refunds.

We additionally want to mention that the player arrived to our platform via affiliate that lists us a Casino not supporting Gamble aware programs. We believe that it is responsibility of the player to carefully select platforms to play and promptly notify Support agents of the gambling problem to avoid issues like this.

Once the gambling addiction and suicidal attempts were mentioned to us we closed the account immediately.

More LIES!!!

24hrs after all my first chats the account was still open!! Also, you put the transactions from my credit card as purchases instead of gambling transactions as you knew they’d be unauthorised if known as depositing to make gambling transactions.

It doesn’t actually matter if I have an addiction or I’m unwell. As soon as ANYONE wants to quit they should be allowed to do so.

Now...regarding your fake licence and rigged games...all transactions should be refunded as you are "allegedly" corrupt!!!

RichPrize Casino representative, I believe you have all chat transcripts. So please could you share with us some piece of information from them? Please provide us time-frame when Roses89 asked the first time to be self-excluded and when he first time mentioned the gambling problem.Thanks.

Let’s see all these chats then!

Ive got nothing to hide but what about you? Is your licence legitimate?

Did I deposit via credit card to a legal casino or not?

Surely if you don’t have a licence you are fraudulently accepting deposits!

EVERYONE reading this BEWARE!!!

Don’t let an "allegedly" unlicensed casino take YOUR MONEY!!!!

Hi, according to our scripts the player has contacted us Oct 11th around 3AM and first mentioned closure of account at 4AM. Later in the day around 3PM the player has won and enquired about withdrawal of winnings. Around 6PM came back to complain about lost money and only around 8PM first mentioned the gambling addiction. We have shared the scripts with your team member.

The player kept complaining about the games but once he won he mentioned that he wants to stay a customer. Gambling addiction was not mentioned in any of the first two conversations, and request to close account did not contain word "exclusion" therefore we were not aware of the player condition.

So...at 3pm the account should’ve been closed and withdrawal granted.

The chat log will show me saying I wanted to quit while ahead!

Please confirm you legitimate licence and if your games are rigged or not!

you have multiple checks against you and your casino saying you are "allegedly" running on a fake licence!!

EVERYONE has to be made aware of this and STAY AWAY from your site!!

*****, we carefully checked the chat transcripts and we believe, that in this case you have no right for refund.

1.) the obligation for casino to do a refund is only in case that the player was self-excluded in this casino and casino failed to prevent him from playing during an active self-exlusion period.

You never asked casino for self-exclusion and you not mention the gambling addiction while you asked them to close your account.

2.) you requested that your winnings should be paid to different payment method. For that you needed to make a verification. Such thing cannot be done with closed account. Casino support gave you instructions what to do and logically this meaned that they cannot close your account.

I am deeply sorry that you have a problems, but you probbaly know how all responsible gambling tools works. You need to inform the casino about your addiction and from that moment you shoud be protected. 

From the moment when you informed the casino about your gambing addiction and other problems the account should be closed and casino should refund you all, what you lost from that moment. But I am afraid in your case you informed a casino when it was too late and you aready lost all or at least most of the money. It is very sad but we can't support you in this case.

If casino keeped the account open for another 24h, thats not ideal situation but if they refund everything from the moment you admitted the gambling addiction it is acceptable by gambling business standards and moral standards.

Ridiculous!

Just go ahead and close this complaint then!

You have reviewed this casino and say they have a fake licence and rigged games yet you think I deserve NOTHING back???

At the very least my deposit should be returned 😡😡😡

Truly disgusting.

We create our website to split the good casinos from the bad. It was your choice to play in this casino. In our honest review we informed about all of the facts.

If you want to buy a product but instead of original, you chose a cheaper replica and later the product is problematic. It is easy to blame the manufacturer, but you made the decision.

And another example:

If I come to the bar with friends and tell the bartender that I can't drink because I am a driver, but later tell him that I changed my mind and we order the taxi and get drunk and cause a car accident later that night, because I lied about the taxi. Then I will blame the bartender because I am an addicted alcoholic with a proof from doctor and he shouldn't gave me drinks because I supposed to be a driver, do you think is fair?

Sure If I at the beginning tell to this bartender that I have a problem with alcohol and today I am a driver and in any circumstances, he should not sell me anything alcoholic, then, in this case, we can talk about moral compass fail.

But this situation is similar to yours. You are blaming the casino, but how could they know that you have gambling problems? Don't get me wrong. I am deeply sorry about what happened to you. There are rules what I need to follow, while I am helping players with complaints.

https://casino.guru/fair-gambling-codex-for-casinos

Just close the account then thanks

One more time I am deeply sorry that you have such a troubles.

Because of all written above we are rejecting this complaint.