TombRiches Casino - Player’s withdrawal was delayed due to wagering requirements.

I have made a few deposits at this casino. The last deposit was 67 usd and after playing I wanted to withdraw 219 usd. But they say that I have to wager ALL previous deposits x3. These deposits have all been lost so why do I have to wager them even more? I can understand that I need to wager the last deposit x3 (and I have already done that).

I think I should be able to withdraw my 219 right now.

Dear 8oct8,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. All regulated casinos require players to wager real money deposits. This is one of the standard AML (anti-money laundering) rules. The deposit wagering requirements are usually 3-10x the value of the last deposit, and it isn't anything unfair. However, casinos should never ask players to wager deposits that have already been lost. I checked the casino’s withdrawal rules in the T&Cs and I found this:

6.12 Minimum funds rollover before a withdrawal is x3 (three). If the wager of the funds (the amount of placed bets) is less than the deposit amount, it is impossible to withdraw such funds until the wagering requirements are fulfilled.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Looking forward to hearing from you.

Best regards,

Kristina

I dont have any saved conversations. But they just keep telling me that I have to wager ALL previous deposits x3 before I can withdraw. I have tried to explain how absurd this is but they just insist that I have to do it.

Thank you very much, 8oct8, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi 8oct8,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite TombRiches Casino to the conversation to participate in the resolution of this complaint.

Dear Casino Guru,

It is impossible to remove, cancel, or terminate the wager, as doing so would violate the casino rules. The system has taken into account the user's last deposits, which overlapped each other. This means there were remaining funds on the balance when a new deposit was received, resulting in the wager being calculated for several deposits.

According to the Terms and Conditions: 6.12, the minimum funds' rollover before a withdrawal is x3 (three). If the wager of the funds (the amount of placed bets) is less than the deposit amount, it is not possible to withdraw such funds until the wagering requirements are fulfilled.

The required number of bets to unblock the funds is 293.00 USD. After completing the wager of x3 (293 USD), the funds remaining on the balance will be unblocked for withdrawal, allowing the user to begin withdrawing their funds.

King regards,

Tomb Riches Team

Dear TombRiches Casino team,

Applying the wagering requirement to lost deposits makes no sense. Out of curiosity, what was the amount (amounts) of funds left in the account before a new deposit was made?

Dear 8oct8 and Casino Guru Team,

Thank you for bringing this issue to our attention, and we apologize for the inconvenience caused.

During the processing of your deposits, a technical error occurred, which led to an incorrect calculation of the wagering requirement. We understand that this resulted in a delay in withdrawing your funds, and we sincerely apologize for the difficulties you’ve experienced.

We want to assure you that this incident was purely a technical misunderstanding, and we will be making the necessary corrections to the wagering calculation. Your withdrawal request will be processed as a priority.

It's important to us that your experience with our casino is as smooth and fair as possible. We have already taken steps to prevent similar errors in the future and hope that you will continue to enjoy our games.

If you have any further questions or encounter additional issues, please don't hesitate to contact our support team. We are here to assist you with any needs you may have.

King regards,

Tomb Riches Team

Thank you TombRiches Casino team for investigating the issue in greater detail.

Dear 8oct8,

Please let me know when the changes are applied.

I have requested a new withdrawal now.

Hi 8oct8,

Has there been any news?

Not yet. They are slow.

Dear TombRiches Casino team,

How long will it take to fix the issue?

Dear 8oct8 and Casino Guru Team,

We are pleased to inform you that the withdrawal has been approved by our side. To withdraw to a bank, you need to upload a bank statement indicating your full name and bank account number. Alternatively, you can withdraw funds to the payment method you used as a deposit. If you choose a bank method, you need to enter your bank details in your Profile - Transactions (where you placed the withdrawal).

-beneficiary full name

-full beneficiary address with postal code

-full bank name

-full beneficiary bank address with postal code

-Account number

-SWIFT code

After which our financial department will continue your withdrawal. For more detailed information and quick answers, you can always contact our live chat, where our support agents can help you with your questions.

Thank you TombRiches Casino team for the update.

Dear 8oct8,

Please let me know when you receive your funds.

They have paid. Thanks

Dear 8oct8,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you. 

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

Thank you in advance for your time. 

Best regards, 

Peter