Richard Casino - 플레이어의 상금에는 출금 제한이 적용되었습니다.

Encountered significant issues with your online casino

1. **Deposits and Initial Wins**:

  - i deposited **$800** into RichardCasino.

  - i won **$9000**, making your new balance **$9000**.

2. **Bonus Activation**:

  - jreceived a **$500 VIP bonus** which you activated.

  - After meeting the wagering requirements, my account balance rose to **$10,800**.

3. **Withdrawal Attempts**:

  - i tried to withdraw **$5000**, but received an email stating a problem and only **$800** was credited.

  - The casino informed me that your winnings from the bonus are restricted to **10 times the bonus amount**.

4. **Final Balance Changes**:

  - Your account balance dropped to **$5000** after withdrawals.

  - You played again and won another **$4000**.

  - Upon attempting to withdraw this amount, you faced another restriction of **$4000** being taken.

### Reasons for These Issues:

- **Bonus Restrictions**: Online casinos often have strict rules about bonuses. In your case, it seems that winnings derived from the bonus will significantly limit your ability to withdraw those funds.

  

- **Wagering Rules**: The stipulation of only being able to withdraw winnings equal to **10 times the bonus** amount applies here. Since your winnings were derived from your deposits and the bonus added further complexity, it seems part of your winnings non retractable.

Dear Mtn995,

Thank you very much for submitting your complaint. I’m sorry to hear about your issues with Richard Casino and understand your frustration regarding the withdrawal process.

To help us better understand your situation, I would like to ask a few more questions:

• Could you please clarify when you made the deposit of $800 and when you received the $500 VIP bonus? This will help us understand the timeline of your deposits and winnings.
• You mentioned that after meeting the wagering requirements, your balance rose to $10,800. Were any of your winnings from the $500 VIP bonus restricted at that point? If so, can you provide more details about how this affected your balance?
• After your withdrawal attempts, you faced further restrictions, and your account balance dropped. Could you clarify what communication you received from the casino regarding this? Any additional information will help us understand what happened next.
• Can you kindly provide and forward your full game history, as this will allow us to review your gameplay and winnings in detail? Please send it to [email protected] if possible.

Your cooperation is crucial for us to proceed with this case and resolve the issue. Without your input, we may not be able to continue effectively.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

I despited the money on the 1st January. So the casino says to have gold membership status my expenses must exceed 2000 a month but that is the first day of the month and before that I have not spend 2000. So they send that bonus to me not as a gift but as a lure. So my account was around 7000 when I received that bonus. Did not activate the bonus till I knew I was done with my winnings and I just wanted to play for fun. That was 9000. None of my balance was restricted not even the vip bonus. everything said withdrawable. Until I made a withdrawal of 5800. But what i dont understand is they onky allow max 4000 withdrawals? But they allowed me to withdraw 5800? Its funny. I get an email saying my withdrawal was rejected the amount has been credited to your account. Only 800 got credited. I contacted them and said what's going on? They said i had bonus winnings. And they had to take 500x10. That im now allowed to make a withdrawal and there shouldnt be a problem.i said to then hold on a second. My account was 9000 i activated the bonus which meant the bonus winnings were 1800. I had a balance of 9000 derived from a deposited. I got so angry and started playing baccarat and won a further 4000. I thought everything was fine since they took that money. Because it still says withdrawable.Which means my account restricted or whatever.i make another 4000 withdrawal. Before I make a withdrawal I contact them and ask them that I'll be making a withdrawal. Just to make sure this doesn't happen again. I did not get a straight answer and that it will be reviewed by the financial team. It was all just lies. Because when they took the 5000 they told me if I'm now allowed to make a withdrawal and the balance will not be effected.They said so I thought I'm allowed to withdraw that amount. They took the second amount also. I made a deposit and won 9000 including 4000. No bonus. I now see it was a lure to get me to activate that. Because I did no spend a total of 2000 so the reason they gave me that bonus was for that reason that reason only.

I've requested a full games history

What I don't get is that when they give you bonuses. The Max you're allowed to bet with bonuses was 15 in high stakes games. why was I allowed to place bets 1500 dollar baccarat bets. Because they hoped that lose my money before I cash out so they didn't have to resort to this scheme. But I didn't lose I won 14800 total. But I lost it not the games I lost it to the casino. You play you lose you cop it. But when you play and win But the casino takes it that's unfair. I needs to be dealt with.

This is my last option. I had nowhere to go I argued and argued. I was right many times they contradict themselves several but I could not win. Now I still play because I chase what took but I'm losing and losing. You're my only hope. Make thus public

Just to fix the mistake they left me with 5000 and 800. So I played and won another 4000. They further then took another 4000 which in total 9000. They gave a vip bonus 500 even though I was only January and my expenses were less than 2000. I know this because staycasino and richard casino are the same. I reached gold membership cause my expenses reached 2000. My richard account was only a few hundred. Winnings are not expenses

I contacted the casino and asked them for my game history. I message vip manager he says no and i ask him why not mate? Doesnt give me a reason. I press him. He finally says yes but he stalls for 2 days. I get an email and they send me my history for staycasino their other side. Finally it comes. I realize its been edited but im trying to figure why. Then it came to me. When i communicated with them told them no bonus was played until 8800 he corrected me and said 9800. Then he gives me my games history and edited that i played awards "freespin". Btw the bonus was no free spin.

Also the gameplay says won my money on the 1st of January. No I deposited on the 2nd of January and won

Thank you very much, Mtn995, for providing all the necessary information. I will now transfer your complaint to my colleague, Adam ([email protected]), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Mtn995,

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite Richard Casino to join the conversation and participate in the resolution of this complaint.

 

Dear Richard Casino,

 

Can you please clarify the exact reasons for reducing the player's blance?

 

Kind regards,

Adam

I would like to add that communication has been very one sided. Whenever I ask them a question they give me the most irrelevant answer? They've said any bonus winnings is subjected to Max withdrawal restrictions. I've said time and time again. Bonus are when the bonus is activated and the amount after is subjected to restrictions.

When I made a deposit on the 2/1 mind you that weekcash get paid not US time but AUS time. My gameplays shows inconsistencies for example there's gameplay dated 31/1/24 then after it should be 1/1/25 but it's 30th the day before. It keeps going till it reaches and say weekly cash bonus, then it goes back to 31/12/24. The game Id also is not in numerical order. I keep saying show me that successfully wagered that it and played with those funds and won 10800. They won't. Instead they say there no error everything is accurate. I don't see anything accurate about a past day bet being infront of a future bet. I believe that this casino has altered my gameplay to make it look like I played with bonuses from start to finish. I made multiple deposits and I recall never been given any weekly cash bonus prior to the 09/01/2025.

Also the site says bonuses can only be given to verified accounts. They're said there not out to scam there customers but I'm understanding. You put money in the lose it you cop it. But when the casino says something that is not true and also say it's my fault? I deposited multiple time because my account reached zero.

I'll make it simple this is what happened I deposited a total of 800. No deposit bonuses were used or given to me. Had winnings of 9800. A vip cash bonus was given to me even though my expenses were not 2000 that month. I asked why a vip cash bonus was given to me when I had just started playing even deposit bonuses wernt that much. Deposits winnings are mine. Bonus winnings I accept that I'm subjected to there terms. The amount of 10800 was not locked to bonus it says withdrawable.



Everything gets ignored

Hello Mtn995,

I too have noticed the discrepancies in the data. We will wait for the casino to respond and clarify the situation.

Kind regards,

Adam

I was told that any winnings resulting from a bonus Is subjected to Max withdrawal. Not the whole balance

On the bonus terms and conditions clearly states that any winnings as a result of the bonus is subjected to this. Because it doesn't make sense that if you have deposit winnings of 10000 you activate a bonus of 3 dollars your telling me you're only allowed 3 dollars from that 10000 that's ridiculous. I had winnings as a result from a deposit. Even when requesting my games history they altered my gameplay to make it look like I played with a bonus but they just copied and pasted it forgot to make the numbers right. Very sneaky.

Dear Casino Guru Team,

We sincerely regret any frustration the player may have experienced in this situation. We fully understand how such matters can be concerning, and we appreciate the opportunity to provide clarification.

According to our Bonus Terms and Conditions, all deposit bonuses are subject to a maximum cashout limit of 10 times the bonus amount. Until a withdrawal is successfully processed, the player’s balance remains subject to this maximum winnings rule.

As a result, any winnings exceeding the permitted amount were deducted from the balance in accordance with our terms. We want to assure you that our team has conducted a thorough and precise review of all calculations, confirming that the applied restrictions were accurately assessed.

Our primary objective in such cases is to determine whether the bonus amount has influenced the overall winnings. This ensures a fair and transparent evaluation, while appropriately considering the impact of any active bonuses.

If the player requires a detailed breakdown of the calculations, we would be happy to provide this via email upon request. However, due to our data privacy policy, we are unable to share such information publicly.Should you have any further questions or require additional clarification, please do not hesitate to reach out.

Kind regards,

Richard Casino Team

Hello Richard Casino,

Many thanks for your response. The player states that they accumulated winnings from a deposit, so for us to be able to mediate the situation effectively we would need to see evidence supporting your statement.

Gaming history was previously provided to the player, but there seem to be discrepancies/errors in the data. Are you able to provide the relevant history, either to the player or to me directly([email protected]), so we can see how the balance was accumulated and the use of the bonus mentioned?

Kind regards,

Adam

I encountered significant confusion when I contacted your support staff regarding my account issues. Initially, I received unclear and contradictory information. I pointed out an error in my account history, but I was told that there was no error. I'm well aware of my deposits and the games I played.

When I inquired about the discrepancies, your team claimed it was due to activating a bonus at 9800. They reassured me that my balance of 5000 was correct and that I could withdraw it without restrictions. Frustrated yet determined, I started playing high-stakes baccarat and managed to win an additional 4000.

However, when I attempted to withdraw my winnings, I was again informed that the balance is now correct and wont face any further restrictions, which contradicts the previous assurance. This situation has caused me a great deal of frustration, and I began to feel like giving up. Yet, when I reviewed my gaming history, I became certain that something was wrong. My game play doesn't add up one second it says free spin bonus played at the start the next it's somewhere else. You copy and paste as much as you like but there too much gameplay to cover it up. You guys told me I activated my bonus at 9800 already why didn't you tell me I activated at 200 or 3000?? But it wasn't. Numbers don't lie. If you guys took money from me twice. Whys it my balance all of a sudden go from 4000 to 8000 by playing by hitting a spin bet of 2 dollars? Still there are errors. This Is still not the right history.

Please if I was given an award free spins. Because did opt for bonus offers. There would be an email to me for that offer simple. If there was no offer then it didn't happen.

I'm going go post up everything they've said to me about my bonus. The only bonus they referred to my withdrawal restriction. Not once did they say I started playing with a bonus or a few, just one. They denied me everything it's affecting my mental heath. I got nothing to lose anymore. They 9000 from me I put another 7000 plus 15000 into their sister casino stay I'm a platinum member. These people are criminals, like scum sort of type the ones that take from the poor. That category.

So now my history has been altered again. Numbers still don't lie. So I played with 5 6 bonuses now. So why does the withdrawal restriction apply to only 1 bonus? Shouldn't it apply to all of them??



I only recall 1 bonus being played not 5 bonuses. I got told there were not no errors yet. You've still haven't sent the right history. So whatever bonus that I supposedly play please show me the email offer that you'd normally send to a player before they activate.

They said to me my request will seen by their best specialist. After that my gets deleted. They can't tell me why

Hello Mtn995,

Thank you for the additional information. I have also attempted to contact the casino via Skype, so we will give them some more time to respond and clarify the situation.

Kind regards,

Adam

Dear Casino Guru Team,

Thank you for your recent inquiry.

We would like to confirm that the player has already been provided with the full game history.

In order to ensure that all relevant information, including bets made with bonus funds, is visible, we kindly ask that the player download the attached file.

Please note that certain details, including bonus-related bets, may not be fully visible when accessing the file through online services for opening .xls documents.

Additionally, we would like to emphasize that, as a licensed casino, we are unable to alter or redact any part of the provided information, as such actions are strictly prohibited by regulatory standards.

Should the player prefer, they are welcome to resend the file directly to you for further review.

We hope this clarifies the matter, and we remain at your disposal should you require any further assistance.

Kind Regards,

Richard Casino Team

Dear Richard Casino,

Thank you for your response. Can you please clarify if the bonus which has caused the reduction of winnings was "Award freespins"? How was this bonus activated?

Kind regards,

Adam

Dear Casino Guru Team,

Thank you for your additional questions.

We’d like to clarify that the bonus in question was given as 'Award Cash,' a reward for participating in the tournament. This bonus was automatically credited to the player’s account but remained inactive at first. While it was credited but not yet activated, it had no impact on the player’s total balance, and all funds on the account at that moment were deposit funds.

However, once the player activated the bonus, the bonus funds merged with the deposit funds. After that, they continued playing, placed many bets, and won again using a mix of both deposit and bonus funds. Because of this, it's clear that the bonus funds directly contributed to the winnings, meaning the bonus restrictions must apply to the total win. Moreover, let us point out that due to our terms and conditions, the player starts playing for real money first, then for the bonus money.

Of course, any real deposit funds from the unsuccessful withdrawal were not affected. They remained on the player's balance and were still available for withdrawal.

Should you have any further questions or require additional assistance, please do not hesitate to reach out.

Kind Regards,

Richard Casino Team

Hello Richard Casino,

Thank you for the explanation, but I am afraid I am somewhat confused.

Previously you stated "According to our Bonus Terms and Conditions, all deposit bonuses are subject to a maximum cashout limit of 10 times the bonus amount. Until a withdrawal is successfully processed, the player’s balance remains subject to this maximum winnings rule" but now it sounds like the bonus is a cash bonus as a result of play in a tournament, not from a deposit.

Can you please specify the exact date and time that this bonus was activated, as in the player's game history I can only find something listed as  "Award free spins"?

Can you please also clarify the conditions of this bonus (max cashout, wagering requirement etc.), where they are mentioned on the casino website, and if the player was made aware of them?

Kind regards,

Adam

I also notice that too. the date of the award cash bonus activation is 2025-01-01 21:15:30.596 at the balance of 8706. I'd like to inform you first

Dear Casino Guru Represesentative,

Thank you for your inquiry.

We would like to inform you that we can provide the exact date and time of the bonus activation after the player confirms that they are comfortable with sharing this information in a general response.

Moreover, the activation time of the bonus can be easily viewed in the bet history, specifically when the player placed their first bet using the bonus.

To provide further clarity, our Bonus Terms state the following:  

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10"

If specific conditions for the bonus are not outlined in a separate section, the general bonus conditions outlined in our terms will apply.

Additionally, we would like to point out that the player indicated their understanding and agreement with the terms during registration. We would like to emphasize that, as a fully licensed and regulated casino, we diligently adhere to all applicable laws and regulations governing our operations. In this regard, we wish to clarify that the deduction in question was carried out in accordance with the established terms and conditions.

If you have any further questions or require additional clarification, please feel free to reach out.

Kind Regards,

Richard Casino Team

Right you're a licensed casino? So how come you're offering bonuses to a player that wasn't even verified at the time? I understand everything. It says players that have no verified are not able to received bonuses. I wasn't even verified when I withdrew the money.

And that's complete bs. How does that make sense that the bonus was inactive and I did not activate it until later. But it's a "tournament" bonus. Specifically what tournament did I play? There was no tournament at that time. Christmas was over I deposited money on new years mate. There's a reason why you sent me 500. My account was above 5000 when that got sent to me either I lose everything or I take the bait and u guys play this bs bonus terms card

Winnings and bonus are kept seperate and you didn't do this to me when I made a deposit bonus. Or my mates. If you don't do it them how come this applies to me? Award bonus? How was this an award bonus? It's more like activate this and we take all your winnings

Dear Richard Casino,

Thank you for your response, but I am afraid you have not answered my question regarding the specific requirements for the bonus - we need to know the wagering requirements. Also, you mention that the funds have become mixed - are bonus amounts and real money balances displayed to the player as separate balances or as a single balance while the bonus is active? How was the bonus activated, and which tournament was the award achieved from?

As you stated earlier, the player's balance was entirely accumulated from their own funds at the time the bonus was credited. Do I understand that by activating the bonus, the player has somehow rendered all of their previous winnings as bonus money?

Please understand that we require details about this bonus and how it works to be able to mediate the complaint properly.

Kind regards,

Adam

I confirm that I'm comfortable with my information being shared. As long as it's the right one. This is from the first document u sent me. I saved it.

Bonus was activated at 8000. Was told that my winnings came from bonus. But I argue that wasn't the case over and over. Then they said mixing bonus and winnings from a deposit will subject my balance to maximum withdrawal rule. But nowhere on the terms says that. I spent hours trying to explain. It's like arguewing to a brick wall. So frustrating. Yeah I allow everything to be said to the casino guru team.

Dear Casino Guru Team,

Thank you for reaching out with your questions.

We appreciate your inquiry and are happy to provide clarification.The bonus was automatically credited to the player's account as soon as the tournament ended. However, it remained inactive at first, meaning it did not affect the player’s balance until they manually activated it.

Once activated, the player started placing bets, and at that moment, the bonus funds were mixed with real money.

Furthermore, the player placed a significant number of bets using the bonus funds, which directly contributed to their winnings.

Since the bonus money played a key role in generating the winnings, the maximum withdrawal limit for bonus funds applies in this case.

To clarify further:

On the Profile > Wallet > Withdrawal page, there is a section labelled "Locked by bonus." This shows the bonus funds that still need to be wagered before they can be withdrawn.

Once the player completes the required wagering, they will be able to withdraw funds. However, even after meeting the wagering requirements, the maximum cashout limit from bonus funds still applies. Any amount exceeding this limit will be removed during the withdrawal process because the winnings came from bonus funds.

We hope this explanation helps! If you have any other questions, please feel free to ask.

Thank you for your understanding.

Kind Regards,

Richard Casino Team

Inactive? So you should have the details of this bonus if you're stating the inactivity of a bonus offered by Richard. Also inactive bonuses expire quicker.What was the date i actually received this bonus then? Ive got emails for every bonus that gets given to me no deposit, deposit bonus, even the winning of a tournament. But I do not have this one.

The bonus was not there when made deposit after deposit. There's a thing call notifications and it didn't even notify me nor did I receive an email about it. I did get a prize for a tournament I claimed it and it was not a 500 dollar bonus. I honestly thought it was because i reached vip status. From the 27/12 -31/12 I would make a deposit or play a bonus. It always ended in my balance turning 0. Also, The I do recall activating a bonus before the deposits it was not award cash. Otherwise I would've activated it then and there.

The bonus played a key role in my winnings? Ok that contradict when stated first the bonus was inactive yet it played a key role in the winnings. Thats impossible its one or the other. It did absolutely nothing for my balance. I won 8000 from 400. Then I activate the bonus. If it wasn't for the 8000 the bonus would've have been wagered. The request of 5800 was denied and only 800 was returned to my account 4800 remained. Which you stated my balance is correct. Then played table games making 500-2000 dollars bets because you drove me to win back then money you'd taken from me. Also lost it all but luckily I didn't.

This is what I've been doing with these people for the past 2 months is explaining my side. Over and over my finger hurt. Going in circles. All this did was the opposite leave me with 5800 while the take 9000. They saw the pattern normally you don't win but my balance kept climbing and climbing. That bonus put a stop to that.

This deflection is strong.

Inactive bonus yet the winnings were from the bonus doesn't make sense

Hello all,

Thank you for your responses.

Dear Richard Casino,

I understand that the bonus was not activated immediately, but it is still not clear how it has become activated - did the player do this themselves in some way? What was the player's balance before the bonus was activated?

Kind regards,

Adam

Dear Casino Guru Team,

We appreciate your inquiry and the additional questions you have raised.

We would like to clarify that the bonus in question was added with two options: "activate" and "cancel." This indicates that the player had activated the bonus themselves by simply clicking the "activate" button.

To verify the balance prior to the application of the bonus, you can refer to the game history. Specifically, you will find a line that details the first bet made with the bonus. This line will display both the balance before the bonus was applied and the balance after the bet was placed. 

Upon reviewing the records, we can confirm that the player's initial bet utilizing this bonus was placed on January 1, 2025, at 20:40:06 UTC.

If you have further questions or require clarification on any issue, please do not hesitate to reach out to us.

Kind Regards,

Richard Casino Team

I give permission for my information to be spoken about freely. You have information. I would like a copy of the email about the bonus that was sent to me. I didn't say I didn't activate it. The amount of 8300 wasn't because of a bonus if it was, we wouldn't be here would we.

How come I still don't have any information on when the bonus was offered to me. Not activation I already know when I activated it. You said the bonus was inactive which means you know when it was given. The bonus wasn't inactive at all.

Hello Richard Casino,

Thank you for the response. I see that the balance previous to the bonus was $ 8503. Can we please clarify how this amount was accumulated? Was it directly from deposits, or also previous use of bonuses?

While I understand that mixing funds with the bonus can cause issues regarding further winnings, if this previous balance was accumulated fairly by the player, it doesn't seem fair that it be affected by the maximum win rule attributed to the later use of a bonus .

Kind regards,

Adam

Dear Casino Guru Representative,

Thank you for reaching out. We appreciate your inquiries.

We would like to reassure you that we are a licensed and fully regulated casino. Our operations are built on transparency and fairness, and we always adhere to clear and honest rules regarding our players. Our goal is to maintain trust and ensure a safe gaming experience for all.

Regarding your question, the amount of $8503 on the balance before the bonus was accumulated from a combination of both player deposits and active use of previous bonuses.

It is important to highlight that the player placed a considerable amount of bets using the bonus funds, amounting to a total of 5,887 bets. Additionally, it is essential to clarify that in accordance with our terms and conditions, players start playing for real money first, then for bonus money.

As for the funds being affected by the maximum withdrawal rule, it is important to clarify that this policy applies specifically to the winnings generated from bonuses. This is a standard practice and is outlined in our terms and conditions to maintain fairness and consistency.

In conclusion, taking into account such a large number of bets, the user initially lost his entire balance of real funds that he had before activating the bonus. After that, he got a win again, but it was already a win from bonus funds, so there was a balance substation.

We hope this explanation clears up any confusion, and we are always here to assist with any further questions or concerns you may have

Kind Regards,

Richard Casino Team

Thank you for the explanation, Richard Casino Team.

That has cleared up the confusion, but you still have not answered my question regarding the conditions attached to the bonus - please clarify the specific wagering requirements of the bonus, and the player's balance at the point the wagering has been completed. It seems in this case that the max cashout has been applied twice, once at the point of the first withdrawal request, and additionally when the player has then continued to play and accumulate further winnings, is this correct?

Kind regards,

Adam

LOL Adam ^ what u just said

This makes no sense whatsoever. If the balance did come from other bonuses then how come when it came to withdrawal it was explained to me that the Max withdrawal would be the bonus sum x 10 no other bonuses were ever mentioned until now. Also I have a screenshot with me asking if I didn't activate the bonus would this have happened to me. The answer was no.

Hello Mtn995,

The situation is as follows:

You have accumulated the balance of $8503 from the use of bonuses and deposited funds. According to the casino this was considered a real money balance - the bonus had been credited but was not active, so no problems so far.

Then you have activated the bonus. When you activate the bonus on top of a real money balance, the casino considers the entire balance to be bonus money. There is a wagering requirement for the bonus, and bets contributing to this requirement are taken from your real money first. Once the wagering requirement has been completed, the entire balance is then subject to the maximum cash-out limit from the bonus - 10x the bonus amount, which would be $5000 in this case. The casino has applied this limit when you requested the withdrawal in the amount of $5800, so your balance was reduced to $5000. You then continued to play and accumulate another $4000, but then this amount was also confiscated. I believe the confiscation of this further $4000 is the main issue here, as it appears to be a result of applying the maximum cashout rule twice.

Kind regards,

Adam

Respectfully, no it wasn't. Before the balance of 8300, I made about 6 deposits within 2 hours.

They never mentioned any other bonuses but this one. If i played with out bonuses. Why are they using this bonus to set the max cashout rule? It should be the first bonus. If the situation was like e.g i activated the bonus at 2000 and won 9000. Id accept the max cashout rule.

There were bonuses but the wagers were all unsuccessful i didnt have a balance to back it. Technically the balance after 8300 which is 10800 is with the bonus. Only 2500 was accumulated. But that bonus would never have been successful if it wasn't for my deposit winnings. It should have been calculated the way they calculate cashbacks deposit-withdrawal x percentage.

They said if I didn't activate the bonus then I'd be able to withdraw 8300. I deposited the money on new years and won that money in 12 hours not days. On my history the gameplay goes back all the way to the 27th/12. Utc time is only 11 hours apart not days. So what the hell is going on.

Hello Mtn995,

To further clarify, I understand that the balance of 8300 was a real money balance, but the activation of the bonus on top of this balance has caused the funds to be mixed and therefore subject to the bonus maximum cashout at the point a withdrawal is requested. Therefore, if you hadn't activated the bonus, the funds would not be mixed and these issues would not have occurred.

It would be better if the casino did not allow the activation of bonuses in these situations at the software level, to prevent such problems from occurring in the first place. Additionally, any maximum cashout rule should be applied at the point the bonus wagering is finished, and then the bonus should be considered real money without further restrictions.

Once the casino answers my previous questions regarding the wagering and how the win limit has been applied, it will be easier to determine the best course for resolving the situation.

Kind regards,

Adam

Dear Casino Guru Representative,

Thank you for your insights.

 We would like to take a moment to remind you about our Bonus Terms and Conditions

As outlined in our terms, all Bonuses come with a maximum cashout limit, which is calculated as the bonus amount multiplied by 10.

In this case, the total winnings were generated from the bonus funds, so the maximum cashout rule of $5000 was applied to the player's account. At the time, the player was able to withdraw the full amount of $5000.

However, after continuing to play and using additional bonus funds, the withdrawal limit remained unchanged, as per our terms. This means that any further winnings exceeding the $5000 maximum cashout were unfortunately debited from the account, as it is not possible to withdraw more than the set maximum.

We hope this explanation helps clarify the situation. If you have any further questions or concerns, please don't hesitate to reach out to our team.

Kind Regards,

Richard Casino Team

Hello Richard Casino Team.

Thank you for your response, but again, you have neglected to answer my question regarding the wagering requirements and the balance amount at the point the bonus wagering was completed. Please provide this information.

I understand that there is a win limit attached to the use of the bonus. However, the way it has been applied in this case is not fair.

If the wagering requirements have been completed, any limits should be applied and the bonus considered completed. The funds should then be considered real money and treated as such without further restriction, especially when displayed in the player's account as "real money". Otherwise, the player is allowed to make further bets, and can still lose, but has no chance to win from those further bets because the limit will be applied again when a withdrawal is requested. If a player chooses to continue to play with and risk these funds, they should be entitled to any winnings they obtain, in the same way as if they had deposited the funds into the account themselves.

The player had their balance reduced once according to this limit, due to the bonus being activated on top of their real money balance and mixing the funds. This is not an ideal situation (it would be better if players were prevented from doing this, or at least warned about it). However, after this I believe that the bonus could be considered completed, and that any further winnings should not be subject to restrictions from the completed bonus.

The player already continued to play after the balance was reduced the first time, but I would like to propose that the winnings accumulated after the bonus was completed be reinstated, as a resolution to this case.

Kind regards.

Adam

Dear Casino Guru Representative,

Thank you for your inquiry. 

We would like to take a moment to provide you with a more comprehensive explanation of the current situation. It is important to us that you have a clear understanding of the circumstances at hand. 

Let's start from the very beginning. 

The player made a deposit of 400 AUD and started to play it. From that deposit, the win was 9801 AUD. At this time at 2025-01-01 20:40:07 UTC, he activated one bonus "Award Cash" which mixed with the real funds. 

As we have already stated, the player made a significant amount of bets, which exceeds 5,887, and due to our Terms and Conditions player started to play for real money first, then for bonus money. That means that the player's real fund was spent first and the further winnings were from bonus funds. 

At 2025-01-01 17:21 UTC player requested a withdrawal in the amount of 1000 AUD and at 2025-01-02 01:42 one more cashout for 4000 AUD. 

Meanwhile, the player is actively playing with the rest of the funds. 

Before the balance correction, the balance was 10885 AUD. 

Let us remind that Due to our Bonus Terms and Conditions: All Deposit Bonuses have the max cashout limit - the bonus amount x10, so the maximum possible cashout from this bonus is 5019 AUD. 

At 2025-01-02 13:04:12 the balance was corrected according to the max rule and 5066 AUD were subtracted. 

We would like to note that the player had 800 AUD on the balance, which were the wins from real money before the bonus activation. The player requested the withdrawal for this amount as well. Unfortunately, this cashout failed on the payment provider's side and the money was returned to the player's balance. 

After that the balance was mixed again: 800 AUD + 5019 AUD. 

Instead of putting all the money on withdrawal at once, the player actively plays for this amount. The wins were in the amount of 9376 AUD. 

The player requests the withdrawal of 4000 AUD, and continues playing for the rest of mixed funds 5376 AUD (9376 -4000). 

At 2025-01-03 00:27 the player stopped playing and had 5250 AUD remaining on the balance plus 4000 AUD withdrawal that was waiting for approval. In sum, it was 9250 AUD. 

The balance was corrected again to the amount of maximum possible cashout- 5019 AUD, in this case 3431 AUD were subtracted. 

The amount of 800 AUD was left on the player's account as wins from the real money. So the player had 5819 AUD available for withdrawal. 

At 2025-01-03 08:59 UTC player requested cashout for 1000 AUD and at 2025-01-03 09:02 UTC it was approved by our team. 

At 2025-01-03 10:27 UCT player requested another cashout of 4000 AUD, which was declined due to exceeding the daily cashout limit. At 2025-01-04 09:01 UTC the cashout was requested again and it was recalled by the player. At 2025-01-04 09:11 the player made a new cashout request for 4000 AUD and at 2025-01-04 12:16 it was approved by our finance department. 

After that at 2025-01-05 04:08 UTC the player requested a withdrawal of 819 AUD and it was approved at 2025-01-05 04:29 UTC. 

To sum up, the player received all 5019 AUD of wins from the bonus funds plus 800 AUD that were won from real money before bonus activation. 

We would like to take this opportunity to emphasize that we operate as a fully licensed casino, adhering to all laws and regulations governing our industry. We take great pride in our commitment to maintaining the highest standards of integrity and fairness in all our operations. 

Our reputation is of utmost importance to us, and we understand that it is built on trust and transparency. Therefore, we strictly adhere to the regulations set forth by the relevant authorities to ensure that our gaming environment is not only fair but also transparent for all our players.

If you have further questions or require clarification on any issue, please do not hesitate to reach out to us at any time.

Kind Regards,

Richard Casino Team

It's funny it's so clear that yous are full of it. 800 dollars is real money? The bonus winnings never even reached 5019. That was the amount you guys allowed me to me make. So how come you didn't correct the balance when the money was in the account? So total withdrawals were 9000. Only 800 was recalled. Actually I did try to make a withdrawal of my winnings from the deposit. 5019 was not winnings. That was the amount you allowed me to take because you must not have 10000 because you made up this fake ass excuses.

First of all the reason why let me keep 800 because that's my initial deposit, not winnings. The amount of 5000 is the (bonus amount x 10) max cash out rule. So after they "correcting" my withdrawal. Yes I was able to make a withdrawal. Initially it was in pending. Then I receive an email that stated the funds will be credited back to the balance. I was still able make bets, risk losing. I was told my balance was bonus winnings. My balance is now correct. Did not tell me to not make any further bets. So don't say I kept playing when I shouldn't. I tried to withdraw the whole 9000 but you took it don't say it got recalled. It got recalled elsewhere. Can't call my corrected balance bonus winnings because you took your bonus winnings as well as my winnings left me with my deposit and 5000.

Hello Richard Casino Team,

Thank you for your response and explanation. However, I am afraid I now find myself afflicted with further confusion.

Please clarify again the players' balance before the bonus was activated. I was under the impression that the player's balance was $8503 before activating the bonus. In your last response you have stated that the balance was $9801 but also "We would like to note that the player had 800 AUD on the balance, which were the wins from real money before the bonus activation."

Which is the correct number? Isn't $800 the deposited amount?

You also mention transparency in your response, and yet you have neglected for a third time to specify the wagering requirements for the bonus and the player's balance at the point this wagering was considered completed.

Additionally, I would like to ask you to provide the player's history regarding all deposits and bonuses, so we can try to make some sort of sense of this situation. I appreciate that you are not able to share this directly with us, but can you perhaps provide it to the player?

On top of the discrepancies above, we certainly consider this to be a problem:

"After that the balance was mixed again: 800 AUD + 5019 AUD. "

If the max cashout was applied already, we believe that these funds should no longer be considered bonus funds, as described in my previous response, and therefore should not be considered mixed funds or be subject to further restrictions.

Please answer my questions and we will then discuss this case at our weekly management meeting, before providing a final statement of our views on this case.

Kind regards,

Adam

Dear Casino Guru Representative,

Thank you for your questions.

Let us clarify that before the bonus activation, the player's balance was 8500 AUD. However, after activation player made a significant amout of bets (more than 5800) and further winnings were from the bonus funds. Let us remind you that the player starts playing for real money first, then for the bonus money.

The wagering requirement associated with this particular bonus is x3. The player received the bonus in the amount of 501.92 AUD and should make bets for 1505.76 AUD to complete the wager. However, after it was completed, the player continued to play actively.

By the way, due to our Terms and Conditions, the maximum winnings that will be paid out resulting from any cash bonus will equal the bonus amount multiplied by 10.

Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until the withdrawal of the relevant balance is processed, funds on the balance will be considered subject to the maximum winnings rule.

We would like to note that the winnings of 5019 AUD were withdrawn from the balance.

We have sent the requested document to you. We sincerely hope that this document will assist you in addressing and resolving the issue at hand.

Should you require any further assistance or additional information, please do not hesitate to reach out to us.

Kind Regards,

Richard Casino Team

Thank you very much for the additional information, Richard Casino.

This information will be reviewed and the case discussed in its entirety in our management meeting on Tuesday next week. I will post our findings shortly thereafter.

Kind regards,

Adam

It should have been calculated like this

(deposit)+ (winnings from deposit)+ (bonus amount × 10). That was the order of my balance.

What they really did was

(Bonus × 10) + (deposit) = 5019

If the whole balance was accumulated from the bonus, I'd accept it and we wouldn't be here. The terms and condition is repeatedly brought up. But when asked to elaborate. Everything gets ignored. Player continued to play. Listen when i made the first withdrawal I was done. Now when that amount gets taken from you what do you expect? You take my money that I spent hours to get. Then you take it again. Now I'm angry I'm putting in my own money. Savings everything. You call this fair? Player continued to play. But then I've deposited 15000 back in. You want to call fair? Pretty much bend me over and f$%ked me and my life. The terms says any winnings "as a result" cash bonus. Not any winnings will be subjected to Max withdrawal if bonus is used. I'm telling you this now other casinos have the same conditions. They don't pull this. They seperate bonus winnings and money won from deposits. They are using their terms to unfairly take winnings that are meant to be for me. They sent me the bonus hoping I would activate it so they can use the terms.

Right when the withdrawal was made you took my money anyway? So even if I did withdraw the money it would've got taken I would've got told another made up excuse. I've also found this conversation on what the bonus is. It wasn't a tournament bonus. It was a "award cash GIFT." So a gift given to me I get 500 in return you get to take 9000.



Hello Mtn995,

Thank you for the additional information. According to the chat transcript posted, you were told by the casino that if you continue to play, the limit would still apply and that you should make a withdrawal first in order to prevent further winnings from being reduced. Can you please clarify why you decided to continue to play at this point?

Kind regards,

Adam

Actually the amount of the first withdrawal was 5800. Not 4000. The casino keeps on giving misinformation on the balance. I have all the evidence that's why they closed my account. So what was said to me because I activated the 500 dollar bonus max cashout. At first I thought I shouldn't have activated the bonus the amount recalled back was 800. I asked them why they 5000 off me and only returned 800. They didnt say much it was because I activated the bonus. The amount of the bonus x 10 had to get taken then they said my balance is now correct I may now make a withdrawal and the funds won't be effected. The balance is correct since they took the bonus x 10 which is 5000. They did NOT advise or warn me not to play. There was no transparency AT ALL. So I asked them what happened if i didnt activate the bonus? They answered if I didn't activate it nothing would have happened when I made the withdrawal. I said then what was the whole point of the bonus given to me if your just going to take my money and the bonus. Leave me with 800. All they referred to was the withdrawal it equaled to the bonus and my deposit of 800. They already took the bonus winnings and my money. I was told that the balance is correct. This is why I kept playing to win back what was taken from me. I won the myself depositing. they made it seem like we had to take 5000 off my withdrawal because of the bonus your balance is correct. So blamed myself for not reading the terms. Next time don't activate the bonus nothing will happen to your money. Your balance is correct you withdraw but they didn't say don't play. So I was fuming I just lost 5000 because I used a bonus. I was fuming so I'm going to win my money back and make up for what was taken. So I kept playing and won 4000 that's what they are talking about. That's the second withdrawal the amount that got taken.YES! So from 10800 the first withdrawal of 5800 was made 800 dollars recalled 5000 because I activated bonus we take the bonus amount x 10 of your winnings. I've got 5800. Said it's now correct. Kept playing reached 9500 second withdrawal 4000 was made. I make make a withdrawal while the withdrawal was in pending I asked them if anything will happen to this one. They Could not give me a straight yes or no answer. That's when I started to feel that something is wrong how come they can't tell me if they are gonna take my withdrawal money again?? Why are they not giving an answer? They said once the financial department process I will know. I go a message to make sure they don't take my money second time they refuse to give me an answer. They assure me that it was correct the first time. So I'm waiting waiting a whole day. I thought they took my money already no way they will take it again. I was wrong. I wake up I read my email. The second withdrawal of 4000 got taken again. I was devastated. I contact them I ask them why after you said its correct the first time. They seem to have the answers on the after math. But before the storm no warning or nothing. They expected me or hoped for me to lose it on bets. They are doing it with you too. They did not mention the first withdrawal 5800 on purpose. I'm straight shooter. My father said to me when he died and I use it in life, if you walk a straight line and never do anything wrong by anyone, if ornwhatever anything does happen you wont be afraid or scared you can take it head on. Best advice I ever received I miss my old man. You know what I did wrong? I shouldn't have activated the bonus. When they took the money I should've changed casinos. This is my final straw if this doesn't work I move on with my life. I tried and atleast it's out there I hope this doesn't happen to anyone else.

Dear Richard Casino,

This case was discussed with our management team in our weekly meeting as mentioned. We thoroughly reviewed the case in its entirety and I will now present our conclusions.

The whole situation has arisen because the player has been able to activate a bonus on top of their real money balance. We recommend that players be prevented from doing this at the software level, to avoid such situations. Before the activation of the award bonus, the player's balance (I believe it was $8000) was considered a real money balance that was withdrawable, and was not subject to any restrictions until the bonus was activated. We believe that the player should be entitled to this balance as it has been accumulated fairly.

After activating the bonus, the player continued to play and completed the wagering of the bonus. We therefore consider that any winnings earned, up to the amount of the maximum cashout for the bonus, are also due to the player.

The player's balance at the point the withdrawals were first requested is stated as being $10885, which I believe consisted of the player's original balance before the activation of the bonus, and the winnings from the bonus. This is the total amount we believe should be returned to the player, in accordance with our policies regarding Fair Gambling.

As the player was warned at this point that further winnings would again be subject to the limit, but decided to continue playing anyway, any additional amounts can be considered forfeited.

We would therefore like to ask the casino to reassess its position regarding this case, in the hope that the situation can be resolved.

Kind regards,

Adam

Wow. There is 1 more step to go but it's up to the casino. If they're fair and responsible that they claim to be.

Sincerely thanh

Dear Casino Guru Representative,

Regrettably, we can’t agree with your decision as we acted due to the casino's established Terms and Conditions.

Let us note that the player was warned about exciting rule regarding maximum possible withdrawal from bonus several times in or chats, email and by the vip manager.

As there was a mixture of real and bonus funds we were forced to apply the maximum withdrawal rule.

Moreover, after the balance correction, the player continued to make deposits (there were more than 40 deposits after the situation) and received bonuses. Doesn’t it mean that he agreed to our terms?

We hope you can reconsider your decision regarding this case.

Kind Regards,

Richard Casino Team

First it's activation of bonus

Then it's different bonuses played at once

Then it's whole balance is bonus

Now it's mixture. Stick to one rule. You guys cited it once. I can show you the whatsapp messages.

No you didn't? The issue was never about maximum withdrawal. I'll see is no accountability. You thought you could get away with it by saying bonus terms now you are saying maximum withdrawal restrictions. Me depositing 40 times after has nothing to do with agreeing to your conditions. Is that what you are resorting? Don't put words in my mouth. As I said before I never played online casino before richard and stay casino. I have a evidence that after the first correction the balance is correct you may now withdraw. After the second correction. My vip manager said that even if I had 100000 dollars because the bonus was activated I'm only allowed the amount x 10. The balance was incorrectly corrected. The withdrawal wouldn't even process at all if withdrawal was over 4000. It wouldn't get to the pending stage. When I made my first withdrawal it was WAY over Max withdrawal but it's funny how that was allowed. I've been scammed. You couldny even answer my question when I said so how come when my friend that plays on richard has a deposit winnings balance of 925 then activated small bonus of 2 dollar. When the withdrawal was made how come he was allowed 940 dollars? How come that wasn't applied it's the same situation just the amount was different. Mixing bonuses doesn't mean anything that's why there deposit bonuses that's why the rule is there. I was a new player so this is casino bonus abuse to the core.

I will send whatsapp message. Now I know that I did nothing wrong and you scammed me. Let's just conclude and write the truth. Adam these people won't take accountability. If they can't then they aren't fair

The casino does care about their image that's why they still reply. I said before anything if I breached anything that was on the terms I'd accept it as a lose. These people making thousands everyday and can't accept this. On record before I put the dispute in if I did abuse a bonus. I'd accept it. But I do not accept this. It's always something. I'm glad Adams see this. I'm over it they don't wanna pay me just write the truth if I could write it I'd write. These people are lying scumbags richard and stay casino. There's heaps of casino out there I didn't realise this until I actually looked.

So is that really what you think I'm thinking when I'm making those deposits? No. This is how you treat VIPs yeah? As I mentioned before v Wow the hell? I can't believe I just read that. Stop putting words in my mouth. The way the bonus was applied I do not agree with. It was given to me knowingly if I activate it. It would've caused confusion. Then you applied the rule unfairly. Everyone mixes bonuses all the time that's why their called deposit bonuses and that's why theres terms and conditions. Every online casino has bonus terms. Not a single casino has a casino credited me with cash bonus during an active balance. That is exactly what you did. Its always at the beginning. Because it was x3 wager. So now that Adams mentioned the rule was applied incorrectly where the accountability? Basically you didn't agree to me winning so much money but you didn't think I'd put a dispute in to get a second opinion. Now that it's confirmed the bonus rule doesn't apply to that amount you took you're going to bring up that you warned me about max withdrawal? They don't agree but if the balance correct didn't breach. Then you should pay. Other you're refusing to pay the amount.

So wagering it is a piece of cake. his is casino bonus abuse. You targeted me because I was a new player I didn't know their were better casinos out there. This dispute isn't about me not agree with your terms and conditions. The way it was applied first of all. How come I'm being ignored?

Let's just wrap this up and write simply they refused to pay.

I just want to be done with. Time and time again the casino failed give a definitive answer, it's a breach then its the mixing of funds. Then when asked about how come when other players that did the exact same thing. The answer they could give me was. We do not discuss other players gameplay. I didn't even say who. If this doesn't apply to other players then this isn't really a breach of the bonus terms and conditions is it? The casino doesn't pay let's jķust end the dispute as unresolved casino unfairly used the bonus to confiscate winnings from deposit

Dear Richard Casino,

You mention that the player was warned multiple times about the limits. We have not seen any evidence of this except for the screenshot from the player, which shows that they were warned the limit would be applied a second time if they continued to play (which as described, we do not consider to be a fair practice). If there is evidence that the player was warned about mixing his bonus with his real money balance, or that the limit would be applied if they activated the bonus, then please do provide it.

You say that the player agreed to the terms by continuing to deposit, but we find the way that these terms have been applied to be unfair to the player, so our views remain unchanged regarding the return of the balance to the player.

Once more, I would like to ask the casino to reconsider its position.

Kind regards,

Adam

Dear Adam,

We would like to inform you that we have provided evidence that the player was informed about the terms and conditions and was warned regarding the maximum withdrawal rule from the bonus during our communication.

Let us note that we acted in accordance with the terms that were approved by the license holder, and the user accepted them as soon as he registered the account.

After careful consideration and thorough review of this matter, we would like to inform you that our decision remains unchanged.

Hope for your understanding.

Kind Regards,

Richard Casino Team

Hello Richard Casino,

Thank you for the additional evidence provided. This will now be reviewed.

Kind regards,

Adam

So I was warned after the balance was corrected. But the first withdrawal you had no right to take the amount in the first place. Because when I made the first withdrawal the bonus winnings didnt even reach max winnings yet. The winnings my my account didn't come from your bullshit bonus. Give me a copy of the interactions

Giving me the same bs explanation isn't a warning BTW. A warning is a warning an email about the offer. Because I did opt in for bonuses. All bonuses given have tcs for the player to read before activating. So where's the email then if the bonus was offered then there would be an email attached. Bonus was credit to my account so if no email was sent about the offer how could I understand or read the terms? Isn't that why emails get sent about bonuses????

So an email like this would have been given to me about thr bonus



Where's the email on my award cash bonus then? I opted in so I should get emails for every bonus offered. Dodgy bonus no email attached to the bonus tells you it's dodgy. If the email was sent to me I would have read the tcs. I even went to my email before activating nothing.

Also I'll be send a screenshot. A cashout of 4000 was cancelled was told the funds will be credited back to my account. 4000 did not get credited back.

The ones got funded back to my account says it will be credited back. Then the ones that did not doesn't say it. But the 4000 withdrawal said the balance will be credited how that one wasn't credited????

So in the first communication. I was told that because the bonus was activated. This was what said to me "any additional winnings were subtracted due to the maximum cashout rule" bonus amount x 10 = 5000. Max cashout rule?? I did not understand. I was told i shouldnt have anymore problems. I was told that if i didnt activate the bonus that i would have been able to keep the balance of 10800? I just thought that was ridiculous. Why does the activation of a bonus mean that your winnings are subjected to max winnings rule. I was told So I asked now that you took 5000 over and over again I asked them. They did the same thing here fail to give a proper answer and answers are very misleading.

so 500 dollar bonus x 10 gets subtracted. Because of activation. No still no warning just get told I can make a withdrawal

where's the warning? This is where i decided to keep playing and win back the 5000 that was taken. So if the bonus amount got taken that would mean you took the money anwhatever bonus is gone.

It then gets changed to the whole Balance was bonus winnings. What I thought because the activation of bonus meant 5000 needed to be subtracted. Now I've been told I'm only allowed the bonus x 10. This is the problem the answers aren't straight forward

.

It's gets even more ridiculous. Casino implies that I haven't made any bonuses after receiving this bonus. Wait hold on a second? The activation ofnthe bonus meant my deposit winnings are debited. Now they say to me if I deposited money on top of the balance of 10800 and the bonus. This would mean that my balance is no longer bonus winnings but deposit. I said how come you didn't tell me and guess what they said? It's not their job to warn me.

Dear Richard Casino,

I have reviewed the documents provided, please see my response via email.

Kind regards,

Adam

Dear Adam,

We have received your letter and have responded.

Kind Regards,

Richard Casino Team

Hello Mtn995,

I have been discussing the case further with the casino, and we have further reviewed the evidence.

As I mentioned previously, we believe that the total amount due to you from this situation is equivalent to the balance before the bonus limit was first applied, $10885.

However, it is important to note that you have already received payments while this situation was ongoing. We have checked all of the transaction history thoroughly and can see that you successfully made 2 withdrawals, one for $800 and one for $5019. Consequently, the final amount left to be returned to you in order to meet that balance total and fairly resolve this complaint is $5066.

The casino has agreed that this is a fair resolution and you should be receiving this amount soon. We would then consider the matter to be closed and the complaint will be resolved.

Please do let us know when the payment has been received.

Kind regards,

Adam

Thanks Adam. I received an email yesterday morning account that the casino will be initiating my refund they ask for my details. Since then everything started going backwards. From refunding being initiated. Information is being review by relevant department. But the relevant department was the one that emailed me asking for my bank.

I had my hopes up now the casino cannot even answer me. They say it's processing but it's not processing into my bank account? They say they will update me. I've been waiting and waiting I don't hear so I ask them. I ask them what's the time frame. They can't give me a timeframe? Either the refund is being processed or it's not simple. I'm waiting hours and hours. I can't even sleep.

First email risk and payments department. Then I reply with my details. Then it's being transferred to appropriate department? I received the email from that department nd replied.

I've asked them 10 times what's happening with the refund. They keep saying it's been reviewed by the relevant team waiting to be finalised. Adam I've been waiting since they emailed no sleep. Mthis matter to be concludecasino failed to send the refund out. The checks that they claim needed to be done is just another lie. this has messed me up badly. No way this casino is fair not even abit.

Hello Mtn995,

It can be possible for payments to take up to 2 weeks to be received, so for now we should try to remain patient and allow time for the transaction to be processed.

Dear Richard Casino,

Are you able to please provide some sort of timeframe in which the payment should be expected?

Kind regards,

Adam

Dear Adam,

We would like to inform you that we have processed the refund from our side, and the money has already been sent. Please note that Bank Transfer transactions can take 3-5 working days.

We kindly ask the player for a little bit of patience.

Kind Regards,

Richard Casino Team

Many thanks, Richard Casino.

Dear Mtn995,

Please let us know when you have received the payment.

Kind regards,

Adam

Adam I wasn't going to reply because I have mixed feelings on the casino. But the casino has fixed the amount. Idk what was said in those emails but it worked. I really appreciate all the work you did to help me. Without you and casino guru there I would've had no chance. I know that Casino monitoring my gameplay that day. Anyways this is finally over and guess what the casino would've got their money back if they had just done the right thing and pay me I would've pretty much put it back in. Much appreciation brother have a good day/morning night where ever you are God bless you. And richard casino yous can all get f^$&ked 🙂 who's laughing now Eugene????

Also stay casino you can also get f#^#ed

Sorry Adam I just had to. I couldn't hold myself.

I know they used my card to make fraudulent transactions through a payment gateway system a55.tech. that's why both my accounts got closed. But I got money back doesn't. Just had to translate in Portuguese. Very nice ppl btw

Dear Mtn995,

While I would prefer you to keep the comments polite, I am glad to hear that you have received the balance and the situation has been resolved.

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,

Adam