hace 3 mesesOriginalTraducción
If you read the reviews both here and on Trustpilot you'll see customers struggling to get Rich Prize to close their accounts, even though these customers disclosed their serious problem gambling. I emailed support repeatedly to close my account in line with their responsible gaming policy. I received one reply asking me why I wanted to close my account and then no replies to later emails when I confirmed that I was worried about my gambling, asking Rich Prize casino to respect my decision to close my account. However, RP staff were very quick to reply to my earlier deposit enquiries.
It's hard not to conclude that this is a casino that will happily prey upon problem gambling. Despite RP ignoring my repeated account closure requests, I have absolutely no intention of playing there again!
Update: have now received an email asking me to complete an elaborate KYC process to close account (an extraordinary request that is unprecedented in my experience with casinos!). The email dangles the carrot of VIP status and rewards should I keep my account open: "I understand this might be a bit frustrating, but this is all about keeping your account secure and ensuring everything is handled properly. Once we have these documents or at least a proper explanation of why they can’t be provided, we can move forward with closing your account.
You’ve reached VIP status and unfortunately haven’t had the chance to enjoy your welcome bonus to our Loyalty Program. It’s truly a shame, but I respect your decision."
RP should simply close my account as requested, with no conditions! Blatant stonewalling tactic! Think about the exploitative harm this could cause vulnerable people!
Finally, if Rich Prize casino can behave like this with respect to account closure, I would have low confidence in payouts being made within a reasonable timeframe.
It's hard not to conclude that this is a casino that will happily prey upon problem gambling. Despite RP ignoring my repeated account closure requests, I have absolutely no intention of playing there again!
Update: have now received an email asking me to complete an elaborate KYC process to close account (an extraordinary request that is unprecedented in my experience with casinos!). The email dangles the carrot of VIP status and rewards should I keep my account open: "I understand this might be a bit frustrating, but this is all about keeping your account secure and ensuring everything is handled properly. Once we have these documents or at least a proper explanation of why they can’t be provided, we can move forward with closing your account.
You’ve reached VIP status and unfortunately haven’t had the chance to enjoy your welcome bonus to our Loyalty Program. It’s truly a shame, but I respect your decision."
RP should simply close my account as requested, with no conditions! Blatant stonewalling tactic! Think about the exploitative harm this could cause vulnerable people!
Finally, if Rich Prize casino can behave like this with respect to account closure, I would have low confidence in payouts being made within a reasonable timeframe.
- Plenty of games available
- Refused to close my account despite repeated requests and appeals to their Responsible Gambling responsibilities.
- Update - received email to complete elaborate KYC process to close account (not to withdraw any funds!)
RichPrize Casino
hace 3 meses
Dear Bernard,
Thank you for sharing your thoughts and concerns. I appreciate the opportunity to clarify a few points based on our recent communications.
First and foremost, I want to emphasise that there is absolutely nothing unprecedented about our request for KYC documentation. This is a standard procedure across reputable casinos and financial institutions, designed to ensure the security and safety of all accounts, including yours. It's not about making things difficult for you but about adhering to regulations that protect both the player and the casino.
I understand that you’re frustrated, and I’m genuinely sorry for any inconvenience this has caused. My goal has always been to resolve this matter amicably, and I’ve been open to finding a solution that works for both of us without causing any unnecessary drama. As I mentioned in my previous communications, I’ve already taken steps to block your cards to prevent any further deposits, and your account remains open solely for the purpose of completing the necessary verification so we can proceed with the closure.
Regarding your concerns about VIP rewards, my intention was not to "dangle a carrot" but simply to inform you of the benefits available to you, should you choose to use them.
I hope this response reassures you that our processes are in place to protect our players, not to exploit them. I remain committed to assisting you in resolving this matter as smoothly as possible.
Best regards,
Victoria
Thank you for sharing your thoughts and concerns. I appreciate the opportunity to clarify a few points based on our recent communications.
First and foremost, I want to emphasise that there is absolutely nothing unprecedented about our request for KYC documentation. This is a standard procedure across reputable casinos and financial institutions, designed to ensure the security and safety of all accounts, including yours. It's not about making things difficult for you but about adhering to regulations that protect both the player and the casino.
I understand that you’re frustrated, and I’m genuinely sorry for any inconvenience this has caused. My goal has always been to resolve this matter amicably, and I’ve been open to finding a solution that works for both of us without causing any unnecessary drama. As I mentioned in my previous communications, I’ve already taken steps to block your cards to prevent any further deposits, and your account remains open solely for the purpose of completing the necessary verification so we can proceed with the closure.
Regarding your concerns about VIP rewards, my intention was not to "dangle a carrot" but simply to inform you of the benefits available to you, should you choose to use them.
I hope this response reassures you that our processes are in place to protect our players, not to exploit them. I remain committed to assisting you in resolving this matter as smoothly as possible.
Best regards,
Victoria
