Ripper Casino - Player's struggling to withdraw his winnings.

Good evening... I'll explain to you that I opened an account at Ripper Casino, and deposited about 5 or 6 times... but the last time I was lucky and I won 800 aud... I changed over 500 and at the time of verifying the account 10 days It was not worth anything to them having the account registered with the same ID address. It is more when I registered they sent me a letter to my address and that was not worth it to them, in the end I verify the account attached screenshot of their email and it tells me that I can withdraw withdrawal 800 they charge me 50 commission... after that days and days talking with them every day an excuse... then they had to talk to me via phone... I give them phone and they tell me they call and no I answer... I tell them that it's the same as being an international call but that I give them another number and that they call me at that... after days and days they tell me withdrawal denied due to account verification, they charge me the 50 aud .commission and that they return me on my card 106 s which is what I deposited......I am attaching a screenshot of everything and I can provide the evidence request....intention to.pay they do not have any....I am.looking at it with a lawyer and report it at least to telematic crimes civil guard...why not and breached.nothing and they have never had the.intention to. .pay (no. it lets me upload files if you provide me with an email I will send them to you thank you and good night... postscript they blocked my email account

Dear Juanjose422,

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. Do I understand correctly that the casino confiscated your winnings and refunded your deposit? Have you received any explanation regarding this situation?

Have you accumulated 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,

Kristina

Hi, good. If it was a deposit with a bonus, I released the bonus, I played for ten days and it was fully withdrawable. The verification explanation failed. They blocked my account and email and they would return the deposited... (because I told them I would report the charges to the card as fraud) ... they are based on not being able to contact via phone I asked them for a number to call it I don't have it and it was all when I sent them a phone prepared to receive calls abroad ... there they ran out of excuses after a month and It was when they blocked everything and they kept the money, it's more until the commission of 50 is charged without doing the management.....

Thank you very much, Juanjose422, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, good morning, thank you very much, anything you need, do not hesitate to contact me, thank you

Hello, Juanjose422,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Ripper Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Ripper Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why have his winnings been confiscated and deposit(s) refunded only? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Good afternoon...from the beginning...problems...with the verification...they asked me for a 3-month-old document. I sent them their own letter that I received at my home and it was useless...I was never informed that there was violated terms and conditions...how can you verify the reason they gave me is the verification...attach screenshot...eye after BEING VERIFIED and let me withdraw but they never made the payment... scammed not the following

Good morning, today I received this email from casino ripper casino...according to the email I provided, it was for verification now they are talking about threats...if so, why didn't they give me all the money and they blocked a normal normal account that the It threatened they did not want to nor do they want to pay... and I keep saying it RIPPER CASINO DOES NOT PAY... they are based on cheap excuses for not paying I am attaching an email received I REPEAT RIPPER CASINO DOES NOT PAY.

Thank you for your email regarding the recent issue with one of our players. I'd like to give you some additional details and clarify some points that have been raised.

First of all, we had some difficulties verifying the identity of the player, since the player mainly spoke Spanish, which made it difficult to communicate effectively, considering that our casino operates in English. Additionally, the player provided documents that did not meet our requirements, which caused delays in the verification process. However, we finally managed to verify your account.

Unfortunately, after verification, the player made legal threats that we couldn't ignore. As a result, we decided to close your account, void your winnings, and refund all deposits. We believe this was the best course of action to maintain a safe gaming environment for all of our customers.

As an online casino, we offer our services to players and make sure that all transactions are discreet and secure. We believe that it is the player's choice whether or not to play online and that they are responsible for determining whether online gaming is prohibited in their jurisdiction and for complying with any applicable laws or regulations.

I hope I was able to provide enough information on how we as a casino view this situation.

If you have any further questions, feel free to reply to this email. I'll be glad to help

Dear Juanjose422,

Thank you for the update. I received a similar email from the casino too.

As we can see, the verification delay has a clear reason - your documents did not meet the casino's requirements before. However, the casino was able to verify your account. There is only one problem that allegedly caused this situation, and that is your legal threats. Therefore, the casino also needs to protect itself against future possible legal actions, and it could seem like a reasonable decision to refund only your deposits, close your account and put your account status and situation to the state before registration.

Now, please allow me to ask you a few more questions to clarify some of the circumstances and provide you with a suggestion to deal with your situation.

Were you aware of a fee before requesting a withdrawal? If not, are you aware that the casino has this information clearly stated in its "Banking" section, which is available for each player? Would you be able to accept this fee if the casino was willing to pay you the confiscated winnings via bank transfer? Did you already contact any authority regarding your issue, or do you plan to do it?

If possible, players should be paid using the payment method they used to deposit. However, the casino offers more options for a withdrawal, and I would like to ask the casino if it is possible to pay out the seized winnings using a different payment method. Your withdrawal was denied, and only your deposits were refunded. If the withdrawal was not processed, it means that the fee has not been deducted from the winnings yet, so it could be possible (if the casino is able and willing to do it) to withdraw them via another payment method without a fee. But I will discuss it with the casino, and when I have the relevant information, I will let you know.

Alternatively, in the meantime, are you please able to find information about NDA documents and think about an agreement with the casino about a solution for your issue in this way?

Good morning, yes, of course, I was aware of the commissions... I am not complaining about the commission, I was complaining that they had not proceeded with the withdrawal and they had charged it, yes, I would accept their collection and in reference to communicating with some authority and I have looked at the requested information but I have not taken any action or notified for now, nothing, only collecting official information, nothing

Alright, I understand. Thank you for your explanation.

Now I will set the timer for the casino, to keep track of the complaint processing time, and I will wait for a reply from the casino via email regarding your issue.

Once I have the necessary information and details, I will inform you directly here.

Thank you for your patience and understanding.

Good morning ok I'll keep waiting thanks for everything

In any case, it took 5 days for them to respond.... then everyone draws their own conclusions.....I don't see this as normal, the delay.....

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.

Ok thank you very much for everything but I keep saying the same thing from the beginning they have not wanted to pay and I will refer you to the evidence.......it was clear that it is a fraud and a casino scam

Dear Juanjose422,

The casino contacted me recently, but basically, I have not been provided with any new or relevant information. However, I have explained the situation to them again and in more detail, and I am currently waiting for their response.

In the meantime - the casino mentioned one rule that was allegedly applied in this case, and therefore, I would like to ask you a question.

Did you ever make a chargeback or reversed any of your payments made to the casino?

Never since if I had done it, it would be through a complaint to the national police AND I NEVER DID IT....

In addition, once you pay with the card for any return you have to report it... NOT FOR NOW... WITHIN A FEW DAYS IF THEY DO NOT PAY I WILL USE ALL THE LEGAL MEANS AT MY REACH

Alright, Juanjose422. I understand.

A while ago, I requested more details from the casino regarding its claims because some circumstances are unclear. Therefore, I am extending the timer for the casino, and providing them with a few more days to respond.

Since I also have to discuss it internally with my team, once we have enough information and details from the casino to make a final decision on our side, I will inform you as soon as possible, and the complaint will be likely closed within the end of the current timer.

Thank you for your patience and understanding.

Thank you very much for everything but I am clear that you are not going to pay, you just have to see the time to answer etc etc for me they are stealing freely and scamming and I send the evidence, more than 2 months and without money THEY WILL NOT PAY THANK YOU VERY MUCH FOR EVERYTHING I'M STILL WAITING

AND I SAY IT FREELY A CASINO OF THIEVES, SCAMMERS AND MONEY LAUNDERS... THEY ARE A PIRATE CASINO......

Unfortunately, we are not able to force the casino to cooperate in resolving the complaints. However, I am still trying to help you. Your patience is appreciated.

As I mentioned before, this time, I believe the complaint will be closed before the current timer expires.

Good morning, thank you very much for help

Good afternoon, I received this email yesterday. I don't know if you'll open it recently.

Dear Juanjose422,

Thank you for letting me know. Yes, I saw it. A few emails were exchanged between me and the casino, but I am not sure if they added you to a copy of each email. No progress at all.

Based on the gathered information and the casino's last email, unfortunately, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

A number of complaints like this could change the casino's approach in the future.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru