RichPrize Casino - Player’s winnings have been confiscated.

Here is what happened:

I played at the RichPrize casino and won a total of 10,000 Euro on November 14th, 2024. After this win and on the same day, I set a weekly loss limit of 10 Euro and I also submitted a withdrawal request for 10,000 Euro.

Also on November 14th, I sent an email to my VIP manager (Victoria) and asked her to remove the loss limit only AFTER processing my 10k withdrawal. During the night, I also asked the chat operator to remove the loss limit because I wanted to play again after the 10k withdrawal was processed. On the next day (November 15th), my loss limit had been removed, but my 10k Euro had not been processed. Finally, I lost my 10,000 Euro win again.

This was not fair play! The T&C’s of the RichPrize casino are very clear regarding the setting of player’s limits: "The restriction takes effect instantly. You can reduce your limit at any time, this change will take effect immediately. You can increase the limit, however, in order for this change to take effect, you need to wait until the end of chosen period. After the limit is exceeded, you will receive an email notification." I attach the screenshot of these rules. "You need to wait" is a clear statement saying that limits are not removed any earlier.

Neither Victoria nor anyone else should have removed the limit "until the end of chosen period", which was one week. I attach the email correspondence that I had with the casino.

For this reason, I kindly ask CasinoGuru to step in and request a full refund of those 10k on my behalf. The behavior of RichPrize Casino does not comply with the ethical standards of Responsible Gaming and is thus a no-go.

I attach these proofs:

- screenshot of the casino's limit rules,

- my correspondence with the casino.

Sincerely,

Lucy

Hello lucy77,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RichPrize Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Is your current account balance zero?
• When was the last time you spoke to the casino and what was it about?

Please note that is you contact the support regarding the changing of your limit they can do it instantly. In case of manual change, you would not be able to change it until the period runs out.

Looking forward to your answer.

Regards,

Nick

Hello Nick,

here are my answers:

• I made my first deposits to this casino between November 8-11. So, I believe that my account was verified by then.
• Yes, my current account balance is zero.
• I received the last email from this casino on December 2nd. It was about that the casino will not issue a refund.

Setting a player's loss limit is meaningless if it can be lifted immediately by the casino support. The purpose of such a limit is to protect the player from losing his win again.

Lucy

Dear Nick,

Thank you for providing the opportunity to respond to the concerns raised by our valued player Lucy. I hope I will provide a detailed clarification.

On November 14th, 2024, the player set a weekly loss limit of €10 after a significant win of €10,000. On the same day, they reached out via email to me, requesting that the loss limit be removed only after their withdrawal was processed. As I was not available and haven't responded, later that evening, the player also contacted our customer support team via live chat and explicitly requested the removal of their limits.

Following the live chat interaction, the support team actioned the player’s request to remove the limits, in line with our standard procedures. The request was clear, unambiguous, and did not include any condition or mention of their withdrawal. As this was not the first time the player had requested the removal of limits, and given the explicit nature of the request, there was no need or standard practice to question or cross-reference their previous communication.

The rules referenced by the player pertain to the increase and decrease of limits, not their removal. Specifically:

1. Limits set or decreased take effect immediately, as outlined in our terms.
2. Limits can only be increased after the current period expires.
3. Notifications are sent only when a limit has been exceeded, which did not occur in this case.

The removal of a limit, as requested by the player via live chat, is not subject to these conditions and takes immediate effect once actioned. We followed their explicit instructions as per our procedures.

We understand the player’s frustration regarding the outcome, and we have gone above and beyond to provide goodwill and support:

Upgraded their VIP status.

Provided bonuses and benefits worth €3,250.

Approved a withdrawal of €6,000.

These actions reflect our commitment to ensuring an enjoyable experience for the player, even under challenging circumstances.

While we sympathise with the player’s disappointment, we respectfully maintain that:

The removal of limits was done in accordance with the player’s clear request via live chat.

The request was honored following standard procedures, with no pressure or influence from our team.

The subsequent loss was a result of the player’s voluntary gameplay decisions after the limits were removed.

We value the player highly and have demonstrated this through numerous supportive gestures. However, the claim for a refund cannot be granted as the casino acted in full compliance with the player’s instructions and our terms and conditions. It is important to note that retrospective changes of mind do not warrant refunds in any casino environment.

We hope this explanation clarifies the situation, and we remain committed to ensuring fair and transparent practices for all players. If additional information is required, we are happy to provide it.

Thank you for your understanding.

Sincerely,

Victoria

Senior VIP Account Manager

I wish to add some important information regarding Victoria's reply:

- Removing a limit is equal to increasing it to a very high amount. So, it does not make sense to say that removing a limit is not subject to the conditions of increasing a limit. Setting a player's loss limit is meaningless if it can be lifted immediately by the casino support. The purpose of such a limit is to protect the player from losing his win again.

- Upgrading my VIP status is not the same as an unprocessed 10k withdrawal.

- The mentioned withdrawal of €6,000 was processed some days before that 10k win.

- My total loss at this casino is €8,000. My loss after removing the limit is €15,000 (the unprocessed withdrawal plus an additional €5,000 that I deposited and lost thereafter). I was always loyal to this casino, but the casino does not comply with the ethical standard of Responsible Gaming. It did not implement a cool-off time before removing the loss limit nor did it ask me to confirm whether or not I would really like the loss limit to be removed.

Lucy

Hello Lucy77,

As previously mentioned, these rules apply when players set their limits manually. If a request is made through live chat, the changes are implemented immediately.

Additionally, as the casino has noted that this is not the first time you have requested to lift your limits, there was no reason to suspect any irregularity, and the casino acted in accordance with your request.

Please let us know if there is anything else we can assist you with.

Best regards,

Nick

I understand.

Please close the complaint.

Lucy

Due to the aforementioned reasons, this complaint will now be rejected. 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 any issues with this or any other casino in the future.