RichPrize Casino - Player's self-exclusion is being ignored.

Casino states in its terms

Please keep in mind that Self-Exclusion is definite for the set time span and will not be undone for your own protection

I self excluded for 5 years in august 2024. Since then there's been around £600 in deposits the casino doesn't care about player protection there taking advantage of people's addictions and illnesses

Dear andrewconnelly2222,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly your account was reopened?

Could you kindly forward me the reopen request you sent to the casino, along with the casino's reply and the subsequent communication? My email address is veronika.f@casino.guru.

When exactly has the casino permanently terminated your account again?

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

Best regards

Veronika

Hi veronika

I emailed you the information you asked for.

Thanks

Thank you for your emails.

Could you please confirm if you have saved any communication between you and the casino regarding your request to reopen your account?

We believe that once a player requests permanent self-exclusion due to gambling addiction, the casino should not allow the account to be reopened under any circumstances. We would like to review how the discussion about reopening your account was handled.

Please forward the relevant correspondence to me at veronika.f@casino.guru.

Thank you for your cooperation.

Thank you very much, andrewconnelly2222, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Ok thank you for your help

Hello andrewconnelly2222,

My name is Matej and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear RichPrize Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Matej

Dear Matej and Andrew,

Thank you for reaching out. We appreciate the opportunity to address this matter.

Andrew’s account was reopened on 25th October 2024 following his voluntary request. At that time, no concerns about gambling addiction were disclosed. As outlined in our Terms and Conditions (6.2):

When creating and reopening an account with us, YOU declare and are solely responsible for ensuring that you do not have any gambling issues, you are not registered as a person addicted to gambling, and you comply with your local laws.

This was not the first instance of Andrew requesting his account to be reopened. On different occasions, Andrew requested closure and later changed his mind, asking for the account to be reopened. For example, after requesting closure on 19th August 2024, Andrew asked for the account to be reopened the following day. These requests were entirely voluntary, and as an entertainment provider, we do not wish to interrogate or burden players with intrusive psychiatric questions when they approach us to play and enjoy our services.

Andrew also actively engaged with our platform, requested the removal of responsible gaming limits, and used bonuses, all of which further demonstrate his voluntary participation.

We recognise that individuals’ circumstances may change, and feelings around gambling can evolve. However, personal accountability remains essential. We operate in good faith, based on the information provided by players at the time of their request.

To prioritise Andrew’s well-being, his account has now been permanently closed. Comprehensive notes have been added to ensure it cannot be reopened under any circumstances, and any related accounts identified in the future will be terminated immediately.

We take this matter very seriously and regret any distress caused. However, we respectfully reiterate that decisions regarding gambling activity are ultimately the responsibility of the individual, as outlined in our Terms and Conditions. We remain committed to responsible gaming and are always available to assist players with the tools and support they need.

Should you require any further information or evidence, please do not hesitate to reach out.

Kind regards,

Victoria

I completely understand I have to take responsibility as well.

Please do not lie and say I didn't make you aware of my gambling issues. You was made aware more than once.

Your casinos terms state:

Please keep in mind that Self-Exclusion is definite for the set time span and will not be undone for your own protection.

People with gambling problems are compulsive. You were quite clearly told more than once about this and people with gambling problems have ups and downs which if the casino knew absolutely anything about then they would understand. How can you state that it will not be undone for your own protection yet it quite easily can. This is taking serious advantage of problem gamblers



Dear RichPrize Casino, thank you for the provided explanation.

I would like to mention that self-exclusion due to a gambling problem is a very serious issue, because the players often lose control over their actions and are not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process, and we at Casino.Guru believe that if a player has a gambling problem - and informs the casino about it - their account should be permanently closed without the possibility of reopening.

In this case, we do not consider this whole process and also the responsible gambling policy sufficient enough and we recommend improving the whole process.

Your statement also contradicts the self-exclusion rules stated in Terms & Conditions, as has been pointed out by andrewconnelly2222. Adhering to your own terms and conditions - in cases of self-exclusion and gambling addiction especially - should not be optional.

In the meantime, thank you for confirming that andrewconnelly2222's account has been permanently blocked, and any re-opening will be refused. However, we at Casino.Guru believe that any and all deposits made after his first request of self-exclusion on 25/08/2024, until the recent block, should be returned in full. Please, let me know how you wish to proceed with this case.

Hi Matej,

Thank you for the response. I completely agree and even up until two weeks ago I spoke to someone on there chat and asked if I was self excluded is it possible for me to reopen the account and the casinos adviser told me yes. This needs to be a definite no to help protect the vulnerable as well

Dear Matej and Andrew,

Thank you for your response and for sharing your perspective on this matter.

Matej, I appreciate your comments, and we fully acknowledge that gambling addiction is a serious issue. That is precisely why we provide various responsible gaming tools on our platform to help players manage their gameplay, including self-exclusion, deposit limits, cooling-off periods, and reality checks.

We take responsible gaming seriously and constantly work on improving our processes. That being said, in my experience, I have also come across many cases where players cite gambling addiction as a reason for closure when it is convenient for them—often when experiencing losses or not receiving free bonuses, yet they have no concerns when winning and withdrawing.

We have had players request account closures under this reason, only to later confirm that they feel better, their circumstances have changed, and they wish to return. Many of them continue to enjoy our services, and we have built great relationships with them. Please understand that I am not making any assumptions about Andrew’s case, just sharing my experience of how these situations can vary from player to player. That being said, we appreciate your feedback and will certainly review our entire process for handling such requests.

Andrew, regarding your request for a refund, we do not offer refunds in cases where a player has voluntarily engaged with our services, received bonuses, and actively participated in gameplay. However, I am willing to pass your request to a third-party service that may be able to assess your case further. Please let me know if you are happy for me to share your email address so they can get in touch and suggest a possible resolution.

Kind regards,

Victoria

Hi

I completely understand what previous people have probably said and done. Which is why you offer a 5 year permanent self exclusion in that way that takes away the temptation it shouldn't be a case of one message can reopen an account to a vulnerable person. If you can't honor a refund then yes you can pass the information to the 3rd party.

On that note to Matej can you at least warn customers on your website regarding richprize that they are taking advantage of vulnerable and don't stick to there terms and conditions which I've provided clear evidence. A gambling problem causes abnormal behaviour and erratic behaviour which is being taken advantage of. The fact it says in there terms once you self exclude it can't be undone under any circumstances. Yet it can easily be undone shows how untrustworthy the casino is and there only bothered about profit and not the wellbeing of the customers they claim to care about

And also if they are willing to lie about one term what would stop them lying regarding all of them

And finally Matej the very same person responding from richprize is the exact same person who told me that my account was completely closed in August I have attached screenshots. In response to the first part of there reply saying that they offer gambling tools like self exclusion is pointless seeing as it is a complete lie that they by pass to make money what's the point in a permanent self exclusion only when it suits them.

Hi Andrew, could you please confirm if you have made any deposits and withdrawals between 25/10/2024 until the recent account block? Thank you.

Dear Victoria, thank you for the additional explanation provided, but in this case our position at Casino.Guru stands as before.

Shifting all the responsibility on gambilng addicted players is not the correct way how to approach this issue. Especially after mentioning the addiction - which Andrew did on 25/08/2024 - the account should have been instantly closed, and not be re-opened for any reason. There should be plenty of notes on your system prohibiting the player from re-opening said account, or even creating a new one with the same credentials. At least within the 5 year period that was requested.

While I appreciate that there are players who try to recoup their losses by pretending to have a gambling problems, there are ways to identify such players and every casino has plenty of options how to deal with such people. As for Andrew's case, unless you have some information that I am not aware of, in the original message he has not requested any money back. He has only asked for 5 years of self-exclusion.

Regarding this issue - with contradicting your own terms & conditions and re-opening an account of a palyer who clearly stated he has a gambling problem - we believe RichPrize Casino should return any deposits made by the player since 25/10/2024 - as it should not have re-opened the account in the first place. If the casino decides not to return the deposits, we will have to close the complaint as unresolved, and that will negatively affect the rating as well.

I am more than happy to discuss additional details further, and if needed, any confidential evidence that can support your stance can be sent directly to my e-mail at matej.l@casino.guru.

Hi Matej thank you for the reply. Yes deposits were made to the site and no withdrawals were made. And that's correct in this complaint I haven't said anything about refunds but reading through other complaints that's the process that's normally taken. I haven't lied regarding my gambling addiction it is bad and it affects my life everyday. If there response is that it's all down to me then they shouldn't even offer safer gambling tools in the first place if there not going to stick to them

Dear Matej,

Thank you for your response and for sharing your perspective. I appreciate the discussion and understand your position on responsible gambling policies.

I would like to inform you that Andrew’s case is currently under review with a third party, who, to my understanding, is already in contact with him. They have requested details regarding deposits and bonuses made from October to January, and we are cooperating with this process to ensure a thorough review.

As soon as I receive an update on the outcome, I will share the final decision with both Andrew and Casino.Guru. In the meantime, please rest assured that we are taking this matter seriously and handling it with the necessary diligence.

Thank you for your patience, and I will keep you informed accordingly.

Best regards,

Victoria

Hello Victoria,

Thank you very much for sharing the news! Just a reminder, that any and all sensitive details or helpful proof can be sent directly to me at matej.l@casino.guru. We'll wait for the next update and go from there.

Andrew, can you please confirm that you have been contacted by this third party agency and everything is moving up? Just so we all know how things are at the moment. :)

Issue resolved you can put complaint as resolved or remove it. Thank you

Dear andrewconnelly2222,

We're happy to hear that your issue has been resolved, and thanks to Victoria for stepping in to help sorting everything out. We'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Matej

Casino.Guru