RichPrize Casino - Player struggles to withdraw deposit after canceling bonus.

Deposited, didn't like the site or games and the more I read up on this casino the more I felt like it was a mistake to deposit, even the bank transaction comes up with some learning course based in Scotland. Red flag.

The bonus wagering requirements were also too high so, I decided to cancel my bonus, it was immediately removed from my balance. I tried to withdraw what was left i.e. what I deposited and they emailed me stating I have to wager 717.86 EUR (the bonus wagering requirements) before I can withdraw. I queried it with them through live chat and told them "I cancelled the bonus and it was all removed from my balance, why do I have to wager my own deposit?". They kept ignoring and repeating the same thing, being condescending, unhelpful. I have used lots of legitimate casino's and when you cancel a bonus the bonus funds are removed from your account, balance along with any wagering requirements. They removed the bonus funds but are holding me hostage to the cancelled bonus wagering requirements to withdraw my own money. It's ridiculous. I just want my money back.

Hello kakashimuffin,

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? What kind of bonus did you claim? How much did you deposit and how much was your balance when you canceled the bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. Yes my account is fully verified. I submitted all the documents required and they had a green tick because if you don't they won't let you initiate a withdrawal.

I tried logging in today and they've blocked my account so, I can no longer log in to check my transactions. I'll have to check if I have any screenshots saved.

I last spoke to them today via their telegram someone named Nellie. They told me several days previously my query has been escalated to their team, they said the same thing today and keep repeating it and they are ignoring why my account is now blocked. I don't know how you have them with such a high safety index.

Dear Kakashimuffin,

Thank you for reaching out to us regarding your recent experience. We understand your frustration and would like to provide some clarity on the situation.

When you made your initial deposit of 20 EUR on June 15th, you automatically received a Welcome Bonus of 300%, which you then started using. During this time, you also managed to achieve some winnings. However, the Welcome Bonus comes with a wagering requirement of x12, which means that the bonus amount needs to be wagered twelve times before you can request a withdrawal.

We acknowledge that the wagering requirement might seem high to you, but it is quite competitive compared to other offers across the industry.

It is important to note that once you start using a bonus, you must complete the wagering requirements in full before any withdrawal can be processed. Unfortunately, it is not possible to cancel the bonus mid-play, especially after you have accrued winnings from the bonus.

Our customer support team has made efforts to explain this to you, but we understand that this information might have been frustrating. We also noted that our team began receiving threats during the correspondence, which led us to the decision to close your account for safety and security reasons.

Despite the account closure, we ensured that the 20 EUR deposit you made was refunded to you. The refund was processed on June 21st and should appear in your account within 3-5 working days, if not earlier.

We are sorry that your experience with us was not satisfactory and that it led to this outcome. We strive to ensure that all our policies are clear and that our customer support is helpful and respectful at all times. We wish you all the best in your future endeavors.

Sincerely,

Victoria

Hello kakashimuffin and RichPrize Casino,

As the player canceled the bonus, it is quite understandable that the deposit will be refunded.

However, I would like to ask you why was the wagering still active once the bonus was canceled? If the winnings were canceled, the wagering should be as well. What would be the point of canceling a bonus if you lose the money but keep the wagering?

Dear kakashimuffin,

Please let me know once the deposit refund arrives to you.

Hello.

@Nick I have received €20 after this ordeal, they only refunded because I raised a complaint with yourselves and my bank, before their support were just taunting me on live chat and telegram. They are a fraudulent casino hiding under the guise of a learning course in Scotland called "easy courses". Highlighted it with my bank. Thanks for your assistance.

@RichPrizeCasino you're very good at lying. To date you still haven't responded to my email but responded here? Clear once you saw I was serious about taking legal action, action with my bank etc you knew it was in your best interest to refund.

Not to mention you exposed your unfair and down right devious terms by keeping me hostage to your wagering requirements even after the bonus was cancelled and bonus funds removed. And your "support" team were nothing but unhelpful condescending copy and paste parrots.

The threats were legal, bank action along with action with corresponding authorities and accusing you of fraudulent malpractice and providing you with several reviews of users who went through the exact experience as me. You clearly don't like any ounce of truth. I have screenshots of your support harassing me and stating they were "smiling" when you refused to give my money back, scammed me. You wanted any excuse to close the account as you've done to several others. You are a corrupt, scamming, lying casino oh I mean "education courses". Right?

Good riddance to you. Stay away from this place anyone reading this.

I hope you're fully investigated and shut down. 🙂

Once again thank you Nick.

Dear Nick,

Thank you for your message and for allowing us to clarify the situation further.

The winnings in players account were a direct result of using the Welcome Bonus. When you chose to cancel the bonus midway through the wagering process, it did not eliminate the requirement to complete the wagering conditions tied to those winnings. This is because any winnings generated from the bonus remain subject to the original bonus terms until those conditions are fully met.

To illustrate this, imagine going to a shop, taking a can of Coke, drinking half of it in the shop, and then saying you will only pay for the half you drank. This approach would not be acceptable, as the expectation is that you pay for the entire can, regardless of how much you've consumed. Similarly, once you start using a bonus and generate winnings from it, you are required to meet the wagering requirements associated with that bonus.

We often receive requests from players to cancel their bonuses for various reasons—whether they don't want to meet the wagering requirements, no longer desire the bonus, feel they are on a losing streak, or simply believe their luck might change.

When a bonus is canceled at the very beginning, before any of it is used, we honour such requests without any issues. However, if a player has already accumulated winnings from the bonus, they must adhere to the full terms and conditions, including completing the wagering requirements.

In this case, while we canceled the bonus as requested, the winnings remained in players balance. To withdraw these winnings, the wagering requirements needed to be fulfilled. As player chose not to meet these requirements and began making threats towards our support team, we decided to close his account. We do not tolerate demands, threats, or blackmail under any circumstances.

I hope this explains the situation in more details.

Warm regards,

Victoria

Dear Easy Courses,

Oh I mean "Rich Prize Casino". The reply and activeness is hilarious.

You removed the bonus funds immediately when I cancelled and went to withdraw. I just wanted my deposit back, I made that clear in my emails to you which you chose to ignore but now suddenly you're so active and alert on this forum, haha. If only you had this energy and communication beforehand.

The coke example is daft ah but just portrays the head banging on the wall discussions with you because it's not relevant to what was asked for but you're good at ignoring and repeating your spiel. Just admit your terms are shady and unfair easy courses.

Lastly, I won't tolerate scamming education courses, I mean "casino's" closing people's accounts, mocking users and trying to steal their money, you've done it to several not just me. 🙂

Dear RichPrize Casino,

If we would go by the illustration you described above it would mean that the person drinking the can of Coke would have to spit out the amount he drank (the accumulated winnings by the player so far) and pay for the full price anyway (as that was done to the player by confiscating the full balance but keeping the wagering active). The illustration is incorrect as if the person would even refuse to pay for the can of Coke, he still consumed half of it. What is the point of keeping the wagering if the winnings were confiscated? Canceling a bonus means canceling the winnings accumulated by the player along with any conditions attached to the bonus - recovering the player's account to the state before the bonus was claimed (only the deposit without any bonus conditions - of course if the player's balance is not lower as he deposited.

However, we are glad that the player received his refund.

Dear kakashimuffin,

Is there anything else we could assist you with or do you consider the situation resolved?

Dear Nick, I would like to clarify the situation further to avoid any misunderstandings.

When player canceled his bonus, the winnings generated from that bonus were not confiscated and remained on players balance. These winnings were the funds player attempted to withdraw. Our policy requires that any winnings generated from a bonus must fulfill the wagering requirements before they can be withdrawn. This ensures fair play and adherence to the terms agreed upon when accepting the bonus.

We are not unreasonable; we don't expect players to cancel a bonus, confiscate winnings, and then ask them to wager an empty balance.

While player may choose to cancel the bonus, the winnings accumulated from that bonus remain subject to the original wagering requirements until they are met. This means the winnings stay in player account and are not taken away, but they are tied to the completion of the wagering requirements.

Dear kakashimuffin (or shall I address you by your real name?)

We never intended to confiscate your winnings. Our aim was to explain that in order to withdraw these winnings, the wagering requirements needed to be fulfilled. Alternatively, you could have continued playing without making a withdrawal request. Unfortunately, when you refused to proceed with the wagering and began issuing threats, we had to take action to close your account for the safety and security of our staff and the casino.

I'm sincerely sorry that you didn't ask to speak to a manager, as I would have taken over from there and possibly helped avoid this situation. I work in a different department, so I am not involved in the daily operations of customer support, but I apologise if you felt neglected.

We regret any confusion and hope this explanation helps clarify our position. If you have any further questions or need additional assistance, please feel free to reach out.

Warm regards,

Victoria

Dear RichPrize Casino,

Thank you very much for the clarification as it seemed like a completely different scenario before.

As the player got refunded, we will be marking the complaint as resolved.

Thank you very much both for the cooperation.

Best regards,

Nick