RichPrize Casino - Player's withdrawal is denied citing unmet wagering requirements.

I requested a payment of $340 on 14/9/2023 they have not paid.

I was quite suspicious since they offered only 3x wagering for 300% bonus, which seems very low, I asked the live chat what the catch was and they said no catch. So I deposited $100, asked chat again what wagering was, they confirmed $300. I did over $300 wager (maybe $400?) and requested withdrawal. I noticed a few days later they rejected the withdrawal (without telling me) back into my casino account, it was returned to account and said that it still had $104 (I think) wagering required, so I did another $300 or so wagering and then requested again the withdrawal. Then again the same thing a few days later, again I wager a bit more and then it dissapears from my account except for $43. I ask support why this happened and they say:

"We have checked your account and noticed the withdrawal request was rejected due to the fact that you did not wager your welcome deposit bonus before/while placing the withdrawal request. 

The bonus had a 3X wagering requirement with 7 days to complete the wager. Since you did not fulfill the bonus terms, it got canceled, and your account balance was adjusted."

I reply:

"This is not true, I asked live support what the wagering requirement was and I wagered well over that amount, you then rejected it, and I wagered again yet more, I have wagered well over 3x."

After this there email server has me (or everyone) blocked:

This is the mail system at host mx.kolabnow.com.

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<8b08cd7a0a999ba8361422bf0d16d21a@mail.rpemail.com>: host

   mxa.mailgun.org[34.160.63.108] said: 550 5.7.1 Relaying denied (in reply to

   RCPT TO command)

This looks to me like an outright scam casino so I am confused why they have a good rating here.

Thank you for your time.

Dear alidida,

Thank you very much for submitting your complaint. I am sorry to hear about your issue.

I have checked the Terms and Conditions of the Welcome bonus. For wagering requirements, it says Bonus wager x3. You deposited $100, meaning you received a $300 bonus. In this case, the wagering should be 3x$300=$900. Have you discussed this issue with customer support? Do you have any saved screenshots or communication with the casino stating that a $300 wagering would be sufficient?

Has your casino balance been reduced when you submitted a withdrawal request for the first time?

Could you also please confirm if you passed the KYC verification?

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

Dear Alexander,

I hope this message finds you well. I would like to address your concerns regarding the recent withdrawal request and clarify the situation regarding the wagering requirements for the welcome deposit bonus.

Upon reviewing your account activity, it appears that the withdrawal request was rejected due to the fact that the wagering requirements for the bonus were not met in full.

The wagering requirement for the bonus was indeed 3 times the bonus amount, which equals 928.89 AUD in your case. However, it seems that you made bets totaling 764.2 AUD, which means that the full wagering requirement was not completed.

I want to emphasise that there is no intention of deception or any hidden conditions on our side.

The wagering requirement is a standard part of our bonus policy, and it must be fulfilled before a withdrawal can be processed. In this case, it appears that the requirement was not met, which led to the rejection of the withdrawal request.

We understand that you sought clarification from our live support team regarding the wagering requirement, and we apologise for any confusion that may have arisen from their response. While they confirmed the 3X wagering requirement, it's essential to ensure that the full requirement is met within the specified time frame to avoid any issues with withdrawal requests.

To address this matter, I kindly recommend reviewing your account activity to determine the remaining amount required to meet the full wagering requirement of 928.89 AUD. Once you have completed the necessary wagering, please feel free to submit a new withdrawal request, and we will be more than happy to assist you with processing it promptly.

Again, we sincerely apologise for any inconvenience this situation may have caused you, and we appreciate your understanding. If you have any further questions or require assistance with calculating the remaining wagering amount, please do not hesitate to contact our support team, and we will be at your service.

Thank you for your patience and cooperation in resolving this matter. We value you and are committed to providing you with a fair and transparent gaming experience.

Warm regards,

Victoria

So the 928.89 AUD wagering, minus the alleged 764.2 AUD wagering = 164.69 - which is what I saw when I logged in the second time, I then did at least this much more and re-requested the withdrawal, as detailed in my initial dispute. I do not seem to have any ability to view my game history within my account section on their site to verify this unfortunately.

Also to Veronika's question: Yes I am verified.

Dear Alexander,

We understand that there has been some confusion regarding your withdrawal request and the wagering requirements. We appreciate your patience and would like to provide a clear explanation of the situation.

You mentioned that you saw a balance of 164.69 AUD after subtracting what you believed was your wagering progress from your initial deposit of 103.21 AUD. However, there seems

to be a misunderstanding in your calculation. Let us clarify the wagering process in your case:

1. You made a deposit of 103.21 AUD, which made you eligible for a welcome bonus of 300%, totalling 306.93 AUD.
2. The total wagering requirement for this bonus was 928.89 AUD (306.93 AUD x 3).

It appears that you have successfully wagered 764.20 AUD, which accounts for 82% of the total wagering requirement. We apologise for any confusion caused, but your calculation should be based on the entire bonus wagering requirement, not just the initial deposit.

Regarding your recent withdrawal request on 14.09, we did indeed receive it. However, it seems you haven't made any additional spins to fulfil the remaining wagering requirement after your initial request was denied. Please note that our rules require players to fulfil the bonus wagering within 7 days. Failure to meet this requirement can lead to automatic cancellation of the bonus, which might explain the difference you observed.

Unfortunately, we understand your concern about verifying your game history within your account section. We are continuously working on improving our user experience, and

we'll take your feedback into consideration.

Rest assured that you are a verified player, as confirmed by your response to Veronika's question. If you have any further questions or need clarification on any aspect of your

account or bonus, please don't hesitate to reach me personally. I'm here to assist you in any way I can.

We appreciate your understanding and look forward to helping you resolve any outstanding concerns.

Best regards,

Victoria

Dear alidida,

After a thorough discussion with the casino, we decided to reject this complaint. Since you have not finished the wagering requirements, the casino was eligible to cancel your withdrawal request. When playing with a bonus, it's always important to check the Terms and Conditions of each specific bonus and to keep an eye on the wagering requirements left.

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.