RichPrize Casino - 出金リクエスト後、プレイヤーのアカウントはロックされます。

Hello,

I deposited $1,000 into this casino and used the 300% first deposit bonus. After meeting the bonus requirements and accumulating $4,000, I requested a withdrawal. However, about three days later, my account was locked due to a suspected policy violation. I have not violated any terms and was playing normally. I only used the bonus to play slots. I did not employ any strategies that would breach the terms and conditions. Any assistance in resolving this issue would be greatly appreciated. Thank you in advance and best regards.

こんにちは。

私はこのカジノに1000ドル入金し、初回入金ボーナスである300％ボーナスを使用し、合計4000ドル取得後、ボーナス条件をクリアし、出金申請を行いました。しかし、3日ぐらい経った後、規約違反を理由にアカウントがロックされました。私は規約違反を行っておらず、通常にプレイしました。ボーナスではスロットを回したのみです。違反するボーナスの使い方もしておりません。解決していただけますと非常に助かります。どうぞよろしくお願いします。

Dear konta,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please forward me the email you received after your account was locked? My email address is veronika.l@casino.guru.

Could you please confirm if you passed the full KYC verification?

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

Veronika

I have not completed KYC yet. I have not received any instructions to do so yet.

まだKYCは完了していません。そのような指示はまだ受けていません。

Thank you very much, konta, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello konta,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a RichPrize Casino representative to join this conversation and participate in resolving this complaint.

Dear RichPrize Casino,

Could you comment on this?

Thank you in advance for providing the information.

Dear Stefan,

Thank you for reaching out. I have provided comments on this matter via email.

If you need any further information or assistance, please let us know.

Sincerely,

Victoria

Dear RichPrize Casino,

I have responded to your email.

I'll be awaiting your reply.

Dear Stefan,

I would like to inform you that our final decision regarding the complaint has been thoroughly investigated and communicated directly to you via email.

Our decision was made in strict accordance with our Terms and Conditions, and we have provided reasoning to you and to the player. We assure you that maintaining the integrity and fairness of our platform is our utmost priority.

Thank you for your understanding.

Best regards,

Victoria

Dear Victoria,

Thank you for your response and the information provided.

I sent you an email. Please respond to my questions to investigate further.

Thank you very much in advance for providing the information.

The casino seems to have replied that they sent me an email, but I have not received an email from the casino saying that my account has been frozen.

私にメールを送ったとカジノから返信があるようですが、カジノから凍結した旨のメールはいただいておりません。

Dear Stefan,

I wanted to inform you that I have submitted further information via email. Please review it at your convenience.

Best regards,

Victoria

Dear RichPrize Casino,

Thank you for your response and the information provided.

Hello konta,

I have reviewed the evidence provided by the casino and it appears you have created two accounts. The welcome bonuses were used in both accounts and there are strong indications that both accounts belong to you. It would be difficult to prove that the second account doesn't belong to you. Could you comment on this?

I'll be awaiting your reply.

Dear konta,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.