RichPrize Casino - プレーヤーの出金が遅れ、アカウントがブロックされました。

I did a deposit with a bonus and finished the wagering. 

After that I requested a withdraw of 550USD. They told me I need to wait MAX 5 days. after 5 days I asked them, what’s going on with my withdraw. They told me I need to verfify my card wich I already did. (I already made a withdraw just with crypto). 1 day later they came up with another excuse. They told me I need to take a selfie with me holding my Id (wich I already did weeks ago). 1 day later they said I need to do a picture with me holding my debit card and the Id . I know it’s ridiculous. After they told me that on email they just blocked my account 😂. And now to the part wich makes me really really angry. 4 weeks ago I did a deposit with crypto and I also did the wager and everything was fine. After that they again delayed my withdraw over 1 week, they lied about my verification and so on. so I canceled the pending withdraw and lost it all wich ofcourse was my mistake. 3 days later they still send me half of that wich was 400USD. probably happend because of the lack of communication they have. They told me its a compliment - wich I guess means as a gift. Now with this current withdraw of 550USD they said they only need to send me 100USD because they gave that 400USD a few weeks ago as a compliment😂😂😂😂. But yeah at the end of the day, my account is blocked so I cant get anything.

Dear nsL71234,

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

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

• Could you please specify when you made the deposits mentioned in your post? (a date)
• Could you please send me the communication between you and the casino regarding these 2 winning amounts?
• My email is tomas@casino.guru
• Has the casino explained why your account was blocked? Did the casino cite any rules being broken?

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 wrote you an email

Dear nsL71234, I hope this message finds you well. I understand your frustration and concerns regarding the recent issues you've encountered with your withdrawal request, and I sincerely apologise for any inconvenience this may have caused you.

Upon reviewing your account history, I would like to clarify the sequence of events leading up to the current situation. The initial delay in processing your withdrawal was due to the fact that it was your first withdrawal request, and additional verification steps were required to ensure the security of your account. I understand that you have successfully completed transactions using cryptocurrency in the past, and we appreciate your cooperation in providing the necessary documentation for verification.

I would like to acknowledge that the withdrawal was approved and released promptly after the necessary verification steps were completed. However, it came to our attention that the withdrawal request was canceled by you, and the funds were returned to your account balance. As a goodwill gesture, we chose not to reclaim the funds, even though the withdrawal had been canceled, allowing you to use the funds to continue playing.

The recent account blockage is a result of the new withdrawal request, where a different card was used for deposit. Our risk department flagged this as a standard security measure, and we requested verification for the new card. We understand that this may have been an inconvenience, and we appreciate your patience during this process.

Unfortunately, we observed that there was reluctance to provide the necessary proof for the new card, and reports of threatening behavior towards our customer support agents were received. Such conduct is not acceptable within our casino community, and it led to the decision to temporarily block your account.

I genuinely want to resolve this situation amicably and offer my support to address any outstanding issues. If you are willing to cooperate with the verification process, we will work diligently to ensure a swift resolution. Your satisfaction is important to us, and we are committed to providing a positive gaming experience.

Please let me know if you have any questions or concerns, and I'll do my best to assist you. I have also contacted you directly.

Best regards,

Victoria

Thanks to both parties for their responses.

Dear nsL71234,

please note, casinos have the right to ask for verification of any deposit method you used in the casino. If you haven't done so already, our advice is to provide the proof of your card.

Please let me know if you already did so, and whether your withdrawal was processed.

I'll await any news.

My account is still banned.

I sent them everything.

still don’t got the money or an answer on any of my emails 🙁

Dear Noel,

Thank you for providing a copy of the card and collaborating with us to address the outstanding KYC verification items. Your cooperation is truly valued.

I am pleased to confirm that, based on the documentation you submitted, all necessary documents are now in order. I understand the importance of a smooth and efficient resolution, and I want to express my gratitude for your swift action.

I am pleased to inform you that the outstanding $100 will be processed today. You can expect the payment to be completed shortly.

If you have any further questions or if there's anything else I can assist you with, please do not hesitate to reach out.

Thank you once again for your understanding and collaboration.

Warm regards,

Victoria

VIP Manager

Thanks for the 100$.

But still you need to pay me 500$, cause the 400$ were a gift!

Dear Noel, I'm glad to hear that you have received the outstanding amount of your withdrawal, upon reviewing the provided screenshot, it is evident that your withdrawal request was indeed processed successfully. However, I would like to bring to your attention that you also canceled the withdrawal request while it was in progress.

Considering this, I kindly ask for your understanding regarding the fair and reasonable nature of our operations. You received the funds as per your original withdrawal request. While we opted not to reclaim the $400 from your balance as a gesture of goodwill, it's essential to recognise that these funds were part of the same withdrawal process. Consequently, expecting an additional $400 would not align with the transaction history.

We genuinely appreciate your understanding and cooperation in this matter.

If you have any further questions or concerns, please feel free to reach out.

Best regards,

Victoria

We both know that‘s not fair. you can’t just take those 400$. wich were a „compliment"

Can you atleast unban my account??

Dear RichPrize Casino,

the Could you please explain the conditions under the 400€ were given to the player after he lost his first winnings with you?

After you informed the player on 7.11.2023 the player deposited again on 17.11.2023 and lost and later on 23.11.2032 deposited, received a bonus, and won.

What was the purpose of awarding this amount if it was later taken away even after a subsequent lost deposit?

Dear Tomas,

I hope this message finds you well. I've provided a detailed explanation in the direct message. Kindly review, and if you have any further questions or require additional clarification, please don't hesitate to let me know.

Thank you for your understanding.

Best regards,

Victoria

why are you keep findig new excuses instead of just beeing fair to your customers? you’re a casino and you make enough money. with scamming customers , your casino will never be aible to grow! And btw. I still didn’t get those 100$ 😂. This cant be legal.

Dear Tomas,

The player made their initial deposit on 25/10, followed by a withdrawal request on 27/10. Partial payment was processed on 03/11. Subsequent deposits were made on 17/11 and 25/11, with the second withdrawal request initiated on 25/11.

Players have the ability to cancel withdrawals without notification. In this instance, the player canceled their withdrawal while it was processing, resulting in a partial payment. Partial payments are made based on factors such as daily limits and the opportunity for players to enjoy a 50% bonus on a portion of their withdrawal.

Communication regarding recouping funds could have been more explicit. While we did not communicate this in a way that would cause concern, we acknowledge room for improvement in conveying this aspect to players more clearly.

I hope this offers a more comprehensive overview. Should there be further questions or if additional clarification is required, please don't hesitate to reach out.

Victoria

Keep lying and lying….

I’m so nice so I’m going to explain it to you again!

I did a withdraw request

canceled the request

lost all the money

my mistake that I canceled it and lost it

Julia from your team sent me the money „AS A COMPLIMENT" ( sent you the screenshot already many times)

some weeks later I played again and I won

And now you are taking away the amount I got gifted from my newest win. WICH OBVIOUSLY DOESNT MAKE ANY SENSE!

And my account is still banned + I didn’t recieve any money after a month…..

What can we do against does scammer @Tomas?

hello??

Thanks for your patience.

We believe the casino should consider your winnings from 3rd deposit separately from the incident with the first withdrawal, and pay you your winnings.

Dear Rich Prize Casino representative,

I'll await your reply.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nsL71234,

Wishing you a Happy New Year filled with joy and prosperity!

Thank you for your patience during this process.

After a thorough review of your concerns, we believe in starting the New Year on a positive note. In the spirit of fostering a renewed relationship, we've decided to make a payment of $400 to you. We see this as an opportunity to rectify any misunderstandings and build a stronger connection.

Your winnings from the 3rd deposit are important to us, and we are committed to ensuring you receive what you deserve. The payment will be processed promptly, and I'll personally update you on its progress.

We sincerely apologise for any inconvenience caused and appreciate your understanding. Here's to a new year, a new start, and the continuation of our journey together.

Thanks again for your patience.

Best regards,

Victoria

Thank you very much.

Is it possible to send me the money to my bank account?

If not, you can also send it on my crypto wallet.

Dear nsL71234,

I hope this message finds you well. I am pleased to inform you that the full payment of $400 has been successfully processed to your crypto wallet. Your understanding and patience during this process are genuinely appreciated.

The matter is now officially closed, and we sincerely apologise for any inconvenience caused. We value your presence at Rich Prize Casino and hope you continue to enjoy our entertainment offerings.

If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out.

Thank you for your understanding.

Best regards,

Victoria

Dear nsL71234,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you and RichPrize Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru