TombRiches Casino - Player’s account has been closed.

On June 11th, my casino account was closed.

Despite the casino not adhering to responsible gambling principles, they still took my money and claimed that I had played it. Customer service is completely unhelpful, rude, and unwilling to assist players, even going so far as to close chat sessions.

On June 11th, I made a deposit of 300 euros. The deposit was marked as processing for two days (the funds were withdrawn from my bank account).

On June 13th, I contacted the payment service provider and requested that the transaction not be completed and instead be refunded to me since my gaming account was closed. The payment service provider said this was not possible because the payment was already in progress and advised me to contact the merchant.

On June 13th, I received an email stating that the 300-euro payment had been successfully sent to and processed by the merchant.

I reached out to the casino and requested a refund of my 300 euros since I cannot play with my account being closed and the payment just arriving to them that day. They had the audacity to claim they hadn't received the payment.

The customer service representatives behave unprofessionally, emails go unanswered, and chat support is unwilling to help. On June 11th, I informed them that I am a problem gambler, but they showed no concern and still allowed me to play. Thankfully, I didn’t win because they would have undoubtedly voided my winnings by citing their terms and conditions which prohibit problem gamblers from playing. This is a fact about how this casino operates.

Dear Glamors12,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with TombRiches Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is your casino account still inaccessible to you?
• Would you be able to send me the correspondence you are referring to in your first post? including the proof of deposit?  Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

I sent you an email.

Thanks for your email. Has the transaction been returned to your bank account since your last message?

Is not. The casino does not respond to anything.

Could you please explain if you made any deposits on or close to the 11th of June that were deposited to your player's account successfully?

When were these deposits made and in what amounts?

I made a 300e deposit to the casino on 11.6, the payment service provider did not send the deposit immediately to the casino account, but it was in a waiting state.

11.6 the casino closed my account.

13.6 I received an email from the payment service provider that says "the payment has been successfully paid to the casino"

but since the account is closed, I can't access the 300e payment. The payment service provider said contact the casino they can't help because the payment has already been successfully paid.

I still haven't received the payment back which was deposited successfully. The casino is not responding, the chat has closed me, I can't even access the chat, they have blocked me. Email is not responding. I have waited more than 2 weeks for an answer, without success.

Hi Tomas, could you contact the casino? This is just a waste of time while I wait for a response, and the timer keeps getting extended.

the casino has blocked me, I can't access the chat service and my email is not responding.

thank you

Are you able to supply the list of deposits you made in the casino so we may confront the casino with it? Send it to my email at tomas@casino.guru I apologize for the inconvenience.