The player's unable to withdraw his balance as he is excluded within the group. The complaint was resolved as the player received a refund of his deposits.
RickyCasino - The player's unable to withdraw his balance.
Amount: €1,100
RickyCasino
Safety Index:Very highSafety Index
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9.3
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I had made deposits totaling €400.
I also immediately submitted my documents for verification.
After a successful day of play and a total credit of €1100 on my gaming account, I was suddenly shown under the game that no more stakes could be accepted and that I should contact customer service.
After I contacted the chat support I was informed that a self-ban is active on this website.
I got myself banned from gaming sites but not this one.
Why was it then possible on that day that I logged in normally and was able to make four deposits of €100 each?
I have already written four emails to the responsible Rickycasino support email address and unfortunately have not received a reply.
I would like to withdraw my game balance to my bank account.
Automatic translation:
Public
Public
1 year ago
Hello Titus1987,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RickyCasino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did self exclude yourself in an another casino within this group or you got banned for some reason? Did the casino refund any of your deposits to you? When was the last time you spoke to the casino and what was it about?
Please note that if you have been excluded or banned within the casino group, you are eligible to receive back only your deposit without any additional winnings.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello Nick.
I have excluded myself from casinos, unfortunately I can no longer say whether they belong to the same group.
I last had contact with customer service via live chat on December 20th, 2022, they referred me to write an email to support, which I did immediately.
In the emails to support, I have already stated that I would like to return my winnings or just my deposits totaling €400.
Unfortunately, I haven't received any feedback from support yet.
Regards,
Christopher
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Public
Public
1 year ago
Translation
Hello.
In the meantime, the support of the casino has contacted me by email.
I have submitted the documents and bank details for the verification process.
I keep you informed.
Regards,
Christopher
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