Richard Casino - La cuenta del jugador ha sido cerrada y sus ganancias retenidas.

I would like to file a complaint against RicharCasino regarding the closure of my account and the withholding of my winnings.

I deposited €50 into my account and started playing. Shortly after, I won €1,145. Immediately after my win, my account was closed by the casino without any prior warning or explanation.

I contacted customer support multiple times to ask why my account had been closed. However, the casino has refused to provide any specific reason for their decision. They only state that they are a licensed and trustworthy casino, but their actions do not reflect transparency or fair treatment of players.

My concerns are as follows:

My account was closed immediately after I won a significant amount relative to my deposit.

The casino has failed to provide a clear explanation for the account closure.

I have not been given access to my account or a proper opportunity to respond to any allegations, if any exist.

The lack of transparency raises serious concerns about fair gaming practices.

I respectfully request that Casino Guru investigate this matter and ask RicharCasino to provide a clear reason for the account closure and to process my legitimate winnings if no proven violation of the casino’s terms and conditions has occurred.

I am willing to provide screenshots, transaction records, email correspondence, and any other evidence required to support my complaint.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello and thank you for taking your time.

It all started when I opened an account. My intention was to play using the welcome bonus, but I never received it. I contacted live chat to ask why, and I was informed that players from Sweden are not eligible for the welcome bonus.

I accepted that explanation and started playing Amatic Wild Shark instead. I played for about 30 minutes, and when my balance had dropped to my last €2.90, I hit a win of €1,145.

Only after I won €1,145 was my account suddenly closed. It was not closed before my win.

For a casino with such high trust scores on Casino Guru, this is extremely disappointing and unprofessional. A reputable casino should always be transparent with its customers, especially when closing an account immediately after a significant win. Refusing to provide any explanation creates the impression that legitimate winning players are being treated unfairly.

I expect a clear explanation as to why my account was closed immediately after my win. Simply repeating that the decision is final is not an acceptable way to treat customers.

I have not been verified and I have not played with any bonus. I have not attempted to profit in any unfair or improper way. I simply registered an account, verified my email, deposited money, and communicated with support. I was informed that I would not receive any bonuses, which I accepted without issue.

I was then allowed to play slots normally until I won. However, only after I won did they close my account.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Atilla,

I’ve sent screenshots of the brief conversation I had with the casino to your email. I realized it was pointless to continue dealing with them, so I decided to reach out to you instead.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Gez85,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Richard Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Richard Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

We have provided a detailed response regarding this case directly via email.

Could you please review the information we have submitted and let us know if any additional clarification is required from our side?

We remain available should you have any further questions.

Kind regards,

Richard Casino Team

Hello everyone,

thank you for the update.

Dear Richard Casino,

thank you for your email and for providing additional information regarding this case. I have reviewed the materials you submitted.

At this stage, I have requested further clarification and supporting evidence from the casino via email so that I can independently assess the circumstances surrounding the account closure and confiscation of funds.

Dear Gez85,

I wanted to inform you that the casino has now provided its position on the case, and I have requested additional details before I can reach a final conclusion. Once I receive and review the requested information, I will return with another update.

Thank you both for your cooperation and patience.

Hi Samuel,

Thank you for your response.

I am genuinely looking forward to hearing the reason why Richard Casino accepted me as a customer, allowed me to deposit funds, let me play until I won, and then suddenly closed my account, refused to pay out my winnings, and stopped all communication with me.

What makes this even more surprising is that they reached this decision without even giving me the opportunity to verify my identity.

From my perspective, this is extremely unfair and raises serious concerns about how they treat their customers. If there was a legitimate issue, it should have been identified before accepting my deposits and allowing me to play—not only after I had won.

Thank you for taking the time to look into this matter. I appreciate your efforts and hope you can help resolve this situation fairly.

I would also like to clarify that the amount in dispute is €1,145, not 1,145 SEK. This is a significant difference, and I would appreciate it if the correct amount could be reflected in the case.

Hello everyone,

Dear Gez85,

thank you for the clarification regarding the disputed amount. I have updated the complaint details accordingly and will continue with the correct amount of €1,145.

I understand your concerns regarding the situation and the timing of the account closure. I am currently waiting for the additional clarification and evidence requested from Richard Casino so I can properly assess their position.

I will provide another update once I have received and reviewed the requested information.

Thank you for your patience and cooperation.

Dear Samuel,

We have sent the email regarding this case. Please check your inbox – the message has already been delivered.

Best regards,

Richard Casino Team

Hello everyone,

Dear Richard Casino,

thank you for your message. I can confirm that I have received your email successfully.

I appreciate the information you have provided so far. I understand that the matter requires further assessment with the relevant department, so I am happy to allow you some additional time to complete your review.

I will await your next update once you have reached a conclusion.

Thank you both for your cooperation.

Hello,

Thank you for your continued handling of this case.

I hope that if Richard Casino provides any reasons or evidence regarding the closure of my account, I will be given the opportunity to review and respond to their claims.

I would like to clarify that I have never used any bonuses when playing at Richard Casino. I played with my own deposited funds and I have always acted as a normal customer following the casino’s rules.

If Richard Casino believes that I have violated any terms, I kindly ask for a clear explanation of which specific rule they believe was violated and the evidence supporting their decision.

I believe that transparency and fairness are very important in cases like this. Closing an account after winnings without a clear explanation can damage the trust between players and casinos.

Thank you for ensuring that both sides have a fair opportunity to present their information.

Dear Samuel,

We have thoroughly reviewed this case, and the necessary measures have been taken. All relevant information has been sent to you and to the player via email; please review it.

Kind regards,

Richard Casino Team

Hello everyone,

Just as Richard Casino mentioned, I have now received an email with instructions on how to verify my account. Of course, I will gladly complete the verification process, and at this moment it truly looks like this story may have a happy ending.

First and foremost, I would like to thank Casino Guru for this fantastic service and for giving players a platform where issues can be reviewed fairly. I would also like to thank Richard Casino for giving this case another chance and for taking the time to properly look into everything.

I have to admit that the way this was handled in the beginning was stressful and, at times, felt quite humiliating. However, the casino has now really shown why it has received such high ratings here on Casino Guru. This proves that these ratings have real value and are not just numbers.

I would like to keep this complaint open until everything is fully completed and the "boat has safely reached the harbour".

I wish everyone involved, and everyone who has followed this case, a wonderful and enjoyable summer.

Thank you again to everyone who helped make this possible.

Just an update. RichardCasino still has not paid out the money. I receive one question per day that I need to answer.

For example, they ask me to provide my bank details, such as SWIFT code and account number. I provide the information, and the next day they ask for my IBAN number instead of asking for all the required information at once.

The same thing happened with the document verification process. However, I still have hope that this will be resolved, but the process is moving extremely slowly.

Hello everyone,

thank you both for the updates.

Dear Richard Casino,

thank you for your email and for providing the supporting evidence confirming that you have contacted the player and requested the necessary information to complete the verification process. I appreciate your cooperation.

Dear Gez85,

I'm pleased to see that the communication between you and the casino is ongoing and that the verification process appears to be moving forward. For the time being, I believe it is best to let you and the casino complete this process directly.

Should you encounter any further difficulties, unnecessary delays, or if the verification or withdrawal process comes to a standstill, please let me know here and I will be happy to step in again.

Thank you both for your cooperation.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gez85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel