The player from Estonia had won 200 euros but encountered issues when the casino requested documents for identity verification. After she provided the necessary documents, her account was blocked without payment, leading her to believe that the casino was scamming her. The Complaints Team had attempted to gather more information from her but ultimately had to close the complaint due to her lack of response. The player retained the option to reopen the complaint in the future if she chose to resume communication.
Richville Casino - Player's account has been closed without payment.
Closed
Our verdict
Player stopped responding
Amount: €200
Richville Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
I won the amount of 200 euros after this Kaz but demanded documents for indexing the identity of the statement of account and the card I provided all the documents. After that they said that everything is fine, the money will come soon and blocked my account without payment, deal with this casino, apparently they are scammers
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
- Do I understand correctly that your account was fully verified? Could you provide the exact date you have passed the KYC verification, please?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
5 months ago
Hello,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Public
Public
5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Katarina
Casino.Guru
