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 The deposit was marked as processing for two days (the funds were withdrawn from my bank account).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.

I can't do that because like I said my casino account is closed.

but the casino account was already closed on 11.6.2024, the payment was registered with them on 13.6.2024

Casino chat does not respond, e-mail does not respond for 3 weeks

I would also like to hear the casino's position on why they allow deposits from problem players?

Could you please explain if there was any gaming activity on your casino account on 11/6/2024 using any previous successful deposits?

Yes, it was. 11.6 I played. 11.6 the account was closed. But I never played the 300e deposit which is still lost.

Dear Casino Guru,

We have successfully identified and received the previously delayed payment, and have initiated a refund of 300 EUR to the player.

Thank you,

The Tomb Riches Team

It only took 27 days, how many more days do you need to respond to my complaint that I sent on June 11, 2024?

your customer service and email are not working properly.

Thanks to both parties for the reply.

Unfortunately, we witness lost deposits occurring while dealing with players' complaints constantly on our platform, which can take up to 30 days to clear.

Thanks to the casino for the assistance in processing the refund.

Dear Glamors12,

We will keep this complaint open until you confirm your refund has been successful. Please keep me informed about any further developments.

Sorry, but I'm still waiting for the casino's response to my email complaint regarding responsible gaming. I have been waiting for their response for over a month without success.

I sent you an email, Tomas, and I'm waiting for a reply

Thanks for your email.

Have you received the refund in the meantime?

I have received the 300e deposit back which disappeared on the way when I deposited and it never came to the game account, I got it back to my bank account.

but the fact that they shouldn't have allowed me to even make deposits and they should have dealt with the problem player they didn't and to this day I'm still waiting for their response to my email complaint about their actions.

Thanks for the confirmation.

We believe the casino should act to block the player's account if the player informs the casino about a gambling problem within a reasonable time.

Are there any deposits you believe the casino should have prevented?

• Could you please provide a timeline of when you informed the casino about any gambling problem and when you deposited?

I informed the casino about my gambling problem in the chat, after that the deposit was successful, the casino did not interfere with my notification at all, they just ignored it. The e-mailer can see everything relevant from my message.

Dear Glamors12,

Since the deposit was successfully refunded we would consider the issue resolved.

Please note that self-exclusion requests might take time until they are fully processed. We consider such a situation acceptable and won't penalize online casinos as a result.

Please let me know if there is anything else I might have overlooked, otherwise the complaint will be closed.

Dear Glamors12,

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.

I don't understand Are you trying to say that when a player declares in the chat that he is a game addict, the operator does not have to take action IMMEDIATELY?

Dear Glamors12, 

While it's preferable if the casino operator acts immediately, there might be legitimate reasons why self-exclusion takes time to apply. If the request is processed within a reasonable time, which seems to be the case here, we don't see any problem with the casino's actions.

Since your refund has been completed we'll consider the issue resolved and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru