RichCasino Fraud [RESOLVED]

[DanielVenegasDachelet]

Dear, on July 1 of this year I made a deposit of 1000 dollars. RichCasino offered me a bonus of 3000 dollars more to play, therefore I would play with 4000 in total. I read the rules before starting to play. I had to play 35 times 4000. I started to win, when I went with a balance around 25000 the bonus was released and it was automatically transferred to the real money balance. In the following days I continued playing and I won a jackpot of 72,000 dollars. When I had 104,000 I decided to stop and collect my prize. I made the withdrawal of 4000, since they have a withdrawal rule of 4000 a week, then they asked me for all the documentation, my passport, my cards, proof of address, etc ... They canceled my withdrawal twice, while they asked me for more documents. Finally at the third withdrawal attempt, they inform me that I did not violate a maximum bet rule, where I could not play more than 5 dollars as a maximum bet while the bonus lasted. Rule that did not exist before. I have video recorded the rules before and after the change. Even now they made disappear my record of plays where my winnings clearly appeared one by one. my balance and the bet number. Fortunately I also taxed them before they were erased. It seems to me that they simply did not want to pay me because it was a lot of money, it seems like a scam, and it is even clearer the casino's intentions of not paying, by erasing all the evidences that prove their faults. please I need your help so that they pay me my money. If I do not get an answer, I'll go further, and I'll make a claim. I need help also to gather background about Rich casino.
regards

[Admin]

Hello DanielVenegasDachelet, 

Thank you for reporting this issue. We're sorry to hear about your recent gaming experience and wanted to let you know that we've forwarded your post to the casino operator. 

We'll update you the moment we have an answer.

Please also send our contact email address your player ID /or email.

Thank you for your patience.

OCR Moderator 

[RichCasino]

Hello,

We hope this message finds you well.

Please be informed that a full review of your account took place. The review included all documents, profile information, all account activity and game logs. 

When checking the game logs, we noticed that you had bets of over 5 while playing the game 5 Lions Gold, which is a breach of the bonus rules. 

Due to this reason, unfortunately your withdrawal request could not be approved and all the winnings were voided, as per the following rule that can be found on our site, under the Bonus Rules page:

Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

 

Thank you for your understanding on the matter. If you need any further information please do not hesitate to get back to us, we will gladly look into it.

Regards,
The Rich Casino Team

[RichCasino]

Hello,

We would like to add that our team of VIP managers has contacted you via email with personalized cash back and bonus plans, so that you can choose how to continue playing and so that any future withdrawal request will run smoothly. 

On top of the extras that come in addition to the daily deals that are available on the site, we have also added a nice bonus to the account, so that you can give the games another try any time you choose to. 

We hope that all these perks will bring you a lot of luck and we are available on chat 24/7, for any question or concern, so do not hesitate to let us know whatever you need. 

Regards,
The Rich Casino Team

[DanielVenegasDachelet]

You must remember that in the rules in Spanish the rule did not exist. Therefore the mistake is yours, and you never recognized it. I have the evidence, I have the conditions recorded in Spanish ....

On the other hand 250 in bonus seems like a joke. 104000 vs 250 ??? !!! 

[RichCasino]

Hello,

We hope this message finds you well.

Please note that we have made the proper changes in the terms as soon as this has been brought to our attention. 

While we understand how upsetting it might be, according to the rules of the website, Terms and Conditions page, should there be any differences between the rules in different languages, the English terms are the ones to take precedence: 

1.7. The User must read the Terms and Conditions before making use of this Website. The use of the Website and/or the opening of a User Account with Rich Casino is an acknowledgement that the User has read, understood and agrees to be bound by the Terms and Conditions. Should there be any discrepancy between the Terms and Conditions in the English language version and the version in any other language, the English version shall take precedence.

Being that all rules of the website have been followed, we have tried to enable all available perks for your account so that you can give the games another try. We hope that you will consider them. 

We are looking forward to seeing you online and your VIP account managers are at your full disposal on chat, 24/7.

Regards,
The Rich Casino team

[DanielVenegasDachelet]

Dear, when I opened the account on your website, one automatically accepts the rules and conditions but in Spanish, not in English