Ridika Casino - Player’s winnings have been capped.

I made an account with Ridika Casino, deposited 500€ and accepted a welcome bonus 300% - so I had a total of 2000€ to play with. After some playing, when my balance was 3785,93 €, I tried to withdraw - the casino let me make a withdrawal request of 2263 € (the real money portion of the balance) and deleted the rest of the balance - the bonus part. Afterwards, I was contacted and told, that I still needed to complete the wagering of (deposit + bonus)x30, even though the bonus was totally cancelled from my balance and never returned. So that’s what I did - basically wagering my own real money. After all of the wagering, my balance was 17737,37 euros. I then requested a withdrawal of 5000 e, which is the max cashout per month according to the chat assistant? I was later called to by a manager, who stated that the max cashout when playing with a bonus, is 11x deposit, which makes 5500 € in my case - that amount was also paid out to me via wire transfer. However, at that point, the rest of the balance - 17237,37 € - was voided.

So basically they cancelled my bonus already at a very early stage (when I tried to withdraw before completing the wagering), and still made me do the wagering with the real money, and still claimed the max cashout rule, even though the bonus was ALREADY cancelled and only real money was left on the account balance!

I have pictures and screenshots of everything.

I have contacted the casino myself and they refuse to restore my balance.

So I thought to try this out as well, and if it won’t work this way either, I am really advising everyone to stay as far away from this casino as possible.

Dear Annikale,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication and evidence to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Excuse me - I stated the numbers incorrectly - after all the wagering which I had completed with my own money, the balance was finally 22,737.37 €. Then 5,500 € (minus fee 5 €) was paid out to me via wire transfer; and the rest of the balance - 17,237.37 € - was unjustfully confiscated.

I will send out the evidence to your stated email address.

Thanks a lot for your help!

Annika ***

Thank you very much, Annikale, for forwarding all the relevant screenshots. I have checked general terms and conditions, and this is what I found https://ridika.com/general-terms-and-conditions/?lang=en:

"Withdrawal requests will be limited to a maximum of €5,000 per thirty (30) day period plus the sum of all deposits made in the last 30 days prior to the withdrawal request. Any requests exceeding these amount will be declined, and the funds will be returned to your Account balance. You may then place a new withdrawal request in-line with this limit."

Could you please advise how much is your account balance now? Have you received any winnings already?

Hello,

Yes, I received 5,500 € of my winnings. After that, I had in my balance 17,237.37 €, but that was confiscated at the moment when my withdrawal of 5,500 € was processed. So now my account’s balance is 0.

Kind regards

Annika ***

I have checked Welcome bonus rules, and this is what I found https://ridika.com/bonus-terms/?/bonus-terms-fi/&lang=en:

"The Welcome Bonuses may be limited to a maximum cash-out, therefore Ridika reserves the right to allow a maximum cash-out of 10x your deposit amount."

If you’ve deposited €500, the maximum cash out would be €5,000, but you received €5,500, is that correct? Additionally, could you please advise what happened to the following withdrawal? Have you received it? 

Hello,

Thanks for the message.

First - before managing to do all the wagering - I requested a withdrawal of 2263 e (the real money part of my balance, the total balance at that point of time being 3785.93 e, like the picture I sent you shows). The withdrawal was cancelled, but however the bonus was cancelled at that point too, so the difference (3785.93 e - 2263 e) was never anymore returned to my balance.

However, I was anyway required to finish the wagering - using only my real money, 2263 e, which was left in my balance.

After all this wagering - which was done with REAL MONEY - the balance was finally 22737.37 e. I requested a withdrawal of 5000 e, and I was called by a manager who stated that a max withdraw when playing with bonus is 10x deposit plus the initial deposit = 11x deposit = 5500 e. So I requested that this was sent to me, and it was. I have received 5495 e (fee 5 e was deducted).

The problem, however, is, that I have completed the wagering using my own real money, as the bonus was already cancelled at a very early stage when I requested a withdrawal when all of the 30x wagering was not yet done - the site totally allowed me to request a withdrawal and at the same time confiscated my bonus funds. So at that point of time, the bonus was cancelled, and the real money balance was returned to my player account.

Kind regards

Annika ***,

Finland

Thank you very much, Annikale, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Annikale.

In this case, it all depends on your game play. You started to play with €2000 but your real balance was only €500, so if your balance dropped below €1500, in this case you lost the real money balance and the winnings were only from the bonus balance. When you tried to made a withdrawal, then the casino deleted the original bonus amount because the bonus is sticky. (it means that before any withdrawal the initial bonus amount is deducted) After unsuccessful withdrawal, the remaining money still could be a bonus. This explained why they asked you to finish the wagering of the bonus, and in that case, the casino has the right to cap your winnings. So it all depends on your game log. Could you please check your game logs and focus on what happened when you started playing with the bonus. Let me know. Thanks.

Hello,

Thanks for the message. As far as I remember, my balance never reached below 1,500 €. However, the gaming log isn’t useful or at least practical regarding this matter, since it only shows the bets and wins, not the overall balance at any point of time. I have included an example pic of the log. However, I can take pictures of all of the log, if necessary. There’s just A LOT to be photographed in that case. 🙂

Thanks

Annika Leino,

Finland

I would like to ask the casino representative to give me a hand in this case.

Can you please check the game log and explained to us what happened?

We would like to ask the Ridika 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’.

I am very sorry, Annikale; the casino is non-responsive.

We are closing this case as "unresolved", and hopefully the casino will return to this case later and reopen it.

Meanwhile, the complaint will be visible as a warning to other players and will have a negative impact on the casino rating.

Hello,

Thanks for the message.

I understand the situation. Thanks for your help anyway.

Annika