Richy Casino - Player is not able to access his account.

It’s not responding and it won't let me do anything. Can you help me?

Dear Stiven,

Thank you very much for submitting your complaint. I’m really sorry to hear about your issue with Richy Casino. I’m afraid I will need more information regarding your problem. Please could you elaborate?  

I will be waiting for your reply patiently. 

Best regards, 

Veronika

Hello Verónica, how are you? I appreciate it. What happens is that I make the withdrawal and it doesn't let me do it. It tells me that it is pending but they never asked me for the bank account information and I wanted to know if I can recover this balance.

Could you please send me a screenshot of your transaction history? What payment method did you choose for your withdrawal? Have you ever made any deposits into this casino?

Dear Stiven,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Stiven. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following message:

The casino isn't letting me make a withdrawal. I've been trying to do this for a long time, but it only gets me to the point where I choose a method. When I use AstroPay, it sends me a code and says it's pending, but the money never arrives

Dear Stiven,

could you please send me the screenshots of your transaction history with the error you see when you try withdrawing your winnings?

Hello Veronica, thank you very much, I would really appreciate your help.

Look, here I include the requested information and I will be attentive to what you need, thank you very much

Could you please advise if you communicated with customer support regarding the problem with your withdrawal? When was the last time you contacted them?

Have you made any successful withdrawals before?

Have you tried clearing your cache and cookies, or opening the casino website in another browser?

Hello no never

The casino does not respond to me, I have not been able to communicate with anyone even though I have tried and many times made a single withdrawal

and about the withdrawal and it says that it is accepted, they send me a code but the money does not arrive

and I haven't deleted anything, I have everything saved

Thank you very much for answering, I'll stay tuned.

Thank you very much, Stiven, for providing all the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.

Dear Stiven, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. I have received your email.

Now, I would like to invite Richy Casino representative to join this conversation. 

Dear Richy Casino, could you please provide more information about this case? 

Looking forward to your reply.

How kind of you, thank you very much for your prompt response. I really appreciate your good service.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Thank you, I'll ask you if you answer, or if you don't respond, is the process lost?

Dear Stiven, 

since we do not have any legal authority over casinos and this casino in particular presents itself with a fake license, I am worried there will not be much to do if they do not reply to us. I am sorry to be the bearer of bad news.

How sad this news is but what a beautiful job you do. I am very grateful and your excellent service. Seriously, thank you for the help.

Dear Stiven, 

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

As you might know, Richy Casino received a ‘2.6 very bad reputation’ from us, which means we would not recommend players to choose this casino. I strongly recommend only choosing casinos that have received at least a ‘Very good reputation’. You can check the list of the casinos we recommend on our website. I hope you will never come across a problem like this again.

The casino can reopen this complaint anytime.