RickyCasino - Player’s withdrawal has been delayed and account under investigation.

Hi It has been since the 22nd June since I have been trying to withdraw, I have been verified in the past as It’s been approximately 3 years with this casino, I have withdrawn funds before . Customer support keeps saying don’t worry u will get paid as my verification information has been updated for weeks now but I only found that out from the help guy as accounts has not told me why this is happening but then finally told me my account was under investigation lol so dumb ! I won with no bonus and is still sitting in my wallet saying pending but I ca. cancel it and spend the money .

Dear simonnatoli,

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 when exactly you made the last successful withdrawal?
• Approximately how many days did it take to be processed?
• Did you use the same withdrawal method in the past?

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,

Kristina

Hi so the last withdrawal was14 April 2020 ./ took a few days as far as I remember. I have had the same bank details as in a and bsb is the same account details is all

The same . They have no reason to be holding my money as all account verify is right . This had been very distressing for me as it’s hard to get a win , I would like to thank j for gone time as no one could help me

, Thanks Simon n***

Thank you very much for your reply, simonnatoli. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

My account has been temporarily suspended for winning money , seems very weird , still no reply from the casino after 1 month , accounts never reply to email

Thank you very much, simonnatoli, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thanks Kristina for your help , just a FYI pavel.k@casino.guru I have sent 2 emails

and not one reply , my account is still "under investigation "after 6 weeks this casino is not very professional, I don’t have anymore informed to give u u till I get a reply which seems like it’s never going to happen’! Is there a casino body I can go to as I have spent and deposited money so seems unfair I can not withdraw, thanks again for your help as it seems useless when no one reply’s to my email , Simon natoli

Hello, simonnatoli!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

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.

Still no email from the casino , surely after 2 month with no reply it has to give them a bad name or I can fight it further with a casino body ? It’s not like they are going to give me the money I lost with them over the last 3 years ?? And it’s seems like I’m unfairly been handled as they locked my account, hoe does someone cheat on a pokie machine anyways ? I would understand if I was bonus money or free credits but this is not the case , it’s poor service and poor business practices.

Dear Simon and Casinoguru Team,

We would like to inform you that we have recently concluded an investigation concerning the account under review. This investigation was initiated due to the absence of any deposits made by the player for over a year, necessitating a thorough examination to verify the source of the funds used in the winning bets.

Given that our system does not retain game history beyond a certain period, we required additional time to reconstruct the player's activity history on our platform. This process involved retrieving and analyzing historical data, which is both intricate and time-consuming.

After successfully completing this data recovery process, we have verified that the funds present in the player's balance were indeed derived from a deposit made over a year ago, specifically on April 18, 2023. We are pleased to confirm that the winnings were obtained legitimately and are directly traceable to the player's original deposit.

As a result of these findings, the player's account has been reactivated, and the pending withdrawals have been confirmed and forwarded to the payment provider for processing. Additionally, the player has been informed of the outcome of this investigation through a personalized email communication.

We appreciate your understanding and patience throughout this process.

Kind regards,

Rickycasino Support Team

i just received a email from the casino and

im very happy and that I have been paid out 2 withdrawals so far , thanks kindly for your help it did take longer than I thought so I was concerned I was not going to get paid out , it really should not matter when i deposit the money and find it weird that that could not just look up the game a played as it’s a computer , nether the less I appreciate the help u have me and I’m more than happy with outcome and will keep playing at Ricky casino 🎰 be! Thanks again Simon natoli

Thank you, Rickycasino Team!

simonnatoli, please, let us know when you will receive all your withdrawals!

Dear simonnatoli,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.