Richard Casino - Dobici igrača su konfiskovani.

I played at Richard Casino and won a total of €1,310.57. When I tried to withdraw my winnings and uploaded my official documents for verification, my account was suddenly and permanently blocked and all my winnings were confiscated.

The casino is accusing me of having entered "false personal data" in my profile. However, the fact is: during registration, my browser's autofill function entered my name incorrectly ("Bedone Marz"). This was purely a technical error and absolutely not intentional or an attempt to deceive.

I immediately sent the casino my genuine, official identification documents, which prove my true identity 100% without any errors. I only have this one account with the provider. However, the casino completely refuses to manually correct the name or fairly review the case and is simply keeping my rightfully won money. They only want to return my deposits.

I am requesting assistance from CasinoGuru because the confiscation of winnings due to an obvious autofill error with the name is completely disproportionate, as long as my documents are genuine and prove my identity.

Ich habe bei Richard Casino gespielt und einen Gewinn von insgesamt 1.310,57 EUR erzielt. Als ich versucht habe, meinen Gewinn auszuzahlen und meine offiziellen Dokumente für die Verifizierung hochgeladen habe, wurde mein Konto plötzlich dauerhaft gesperrt und mein gesamter Gewinn konfisziert.

Das Casino wirft mir vor, "falsche persönliche Daten" im Profil hinterlegt zu haben. Fakt ist jedoch: Bei der Registrierung hat die automatische Ausfüllfunktion meines Browsers (Autofill) den Namen im Profil fehlerhaft eingetragen („Bedone Marz"). Das war ein reines technisches Versehen und absolut keine Absicht oder ein Täuschungsversuch.

Ich habe dem Casino sofort meine echten, offiziellen Ausweisdokumente geschickt, die meine wahre Identität zu 100 % fehlerfrei belegen. Ich besitze auch nur diesen einzigen Account bei dem Anbieter. Das Casino weigert sich jedoch komplett, den Namen manuell zu korrigieren oder den Fall fair zu prüfen, und behält einfach mein rechtmäßig gewonnenes Geld ein. Sie wollen mir nur meine Einzahlungen zurückgeben.

Ich bitte CasinoGuru hiermit um Hilfe, da die Konfiszierung des Gewinns wegen eines offensichtlichen Autofill-Fehlers beim Namen absolut unverhältnismäßig ist, solange meine Dokumente echt sind und meine Identität beweisen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Ghali.22,

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.

• When did you register and when did you try to reach out to the casino to correct the error in your name?
• What specific documents did you submit for verification, and were they accepted by the casino?
• Were there any communications with the casino regarding the autofill error? If any, please post screenshots of the conversation.
• Could you please provide us with your real name? As this concerns sensitive personal data, you may send the information directly to my email address at jean.s@casino.guru.

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you very much for the feedback and support with my case.

I have just sent you a separate email with my full, correct name and the sensitive details to jean.s@casino.guru Sent so that they are not publicly visible here in the forum.

Regarding your questions:

1. Registration and contact: I registered on May 14, 2026. When I noticed the autofill error with my name, I contacted the casino immediately on the same day to have the error corrected.

2. Documents submitted: For verification purposes, I submitted [e.g., my identity card/passport and proof of address]. These have been rejected so far.

3. Communication & Screenshots: Yes, there has already been communication with support regarding this. I am uploading the relevant screenshots of the chat histories and emails directly as attachments here.

I hope this information helps you, and I thank you in advance for your assistance in contacting the casino.

Best regards!

Hallo Jean,

vielen Dank für die Rückmeldung und die Unterstützung bei meinem Fall.

Ich habe dir soeben eine separate E-Mail mit meinem vollständigen, richtigen Namen und den sensiblen Details an jean.s@casino.guru geschickt, damit diese hier im Forum nicht öffentlich sichtbar sind.

Zu deinen Fragen:

1. Registrierung und Kontaktaufnahme: Ich habe mich am 14.05.26 registriert. Als mir der Autofill-Fehler beim Namen aufgefallen ist, habe ich das Casino sofort am selben Tag kontaktiert, um den Fehler korrigieren zu lassen.

2. Eingereichte Dokumente: Zur Überprüfung habe ich [z. B. meinen Personalausweis / Reisepass und einen Adressnachweis] eingereicht. Diese wurden bisher abgelehnt 

3. Kommunikation & Screenshots: Ja, es gab dazu bereits Kommunikation mit dem Support. Ich lade die entsprechenden Screenshots der Chatverläufe bzw. E-Mails hier direkt als Anhang mit hoch.

Ich hoffe, diese Informationen helfen dir weiter, und ich danke dir schon vorab für deine Vermittlung mit dem Casino.

Viele Grüße!

I have received your emails. Thank you for your answer.

What games did you play to accumulate your winnings in the casino? (slots, live games, betting on sports)

Did you achieve your current balance with the help of a bonus?

When was the account closed?

You contacted the casino regarding the error in your name. How did you contact the casino? Please post screenshots or send them to jean.s@casino.guru.

Hello Jean,

I need to clarify the exact sequence of events from May 15th and 16th, as the casino's behavior is very important here:

Events on May 15th (delaying tactics): When I contacted support, they initially told me I needed to upload my documents. I did this immediately. Afterward, the casino suddenly claimed my ID card was "unreadable." I repeatedly asked what the problem was and re-uploaded the documents. Support then simply told me to wait for a response.

Events on May 16th (The Suspension): When I tried to log in the next day, my account was suddenly completely deactivated. I immediately contacted support again. Only then did they suddenly say that I had violated the terms and conditions and that the account was permanently suspended – due to an automatic name error caused by the autofill function of my email address.

The casino's offer: As mentioned, the casino now only wants to refund my €100 deposit and keep the winnings of €1,310. This clearly shows that they don't see me as a fraudster (otherwise they wouldn't give me anything at all), but simply don't want to pay out my honest winnings.

I have already submitted all the screenshots I have and am attaching them to this message again for safety. I did everything correctly, was completely transparent, and uploaded each requested file multiple times.

Best regards,

Hallo Jean,

ich muss den genauen Ablauf vom 15. und 16. Mai noch einmal präzisieren, da das Verhalten des Casinos hier sehr wichtig ist:

 Ablauf am 15. Mai (Verzögerungstaktik): Als ich den Support kontaktierte, hieß es zuerst, ich müsse meine Dokumente hochladen. Das habe ich sofort getan. Danach behauptete das Casino plötzlich, meine ID-Card sei „nicht lesbar". Ich habe daraufhin mehrmals nachgefragt, was genau das Problem sei, und habe die Dokumente erneut hochgeladen. Der Support sagte mir dann nur, ich solle auf eine Antwort warten.

 Ablauf am 16. Mai (Die Sperre): Als ich mich am nächsten Tag einloggen wollte, war mein Konto plötzlich komplett deaktiviert. Ich habe den Support sofort wieder kontaktiert. Erst in diesem Moment hieß es plötzlich, ich hätte gegen die Allgemeinen Geschäftsbedingungen verstoßen und das Konto sei endgültig gesperrt – wegen des automatischen Namensfehlers durch das Autofill meiner E-Mail-Adresse.

 Das Angebot des Casinos: Wie bereits erwähnt, will das Casino mir jetzt nur die 100 EUR Einzahlung zurückerstatten und den Gewinn von 1.310 EUR einbehalten. Das zeigt deutlich, dass sie mich nicht als Betrüger sehen (sonst würden sie mir gar nichts geben), sondern einfach meinen ehrlichen Gewinn nicht auszahlen wollen.

Ich habe alle Screenshots, die ich besitze, bereits eingereicht und hänge sie dieser Nachricht zur Sicherheit noch einmal an. Ich habe alles richtig gemacht, war komplett transparent und habe jede geforderte Datei mehrfach hochgeladen.

Mit freundlichen Grüßen,

Hello Ghali.22,

We would like to update you that due to Jean, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Jean has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Jean will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ghali.22,

Thank you for your reply and for providing additional clarification about your situation.

I truly understand how frustrating this must be for you, especially after providing all the correct documentation and making genuine efforts to resolve the issue. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Providing a random name during registration, even if unintentional, is a serious violation of the casino’s terms and conditions. Please, see here:

18.3 If we determine you were underage while using our gambling services, or if you provided false/inaccurate/misleading information during registration, we will:

• Immediately close your Account;
• Void all transactions and bets placed during the period you were underage;
• Refund any genuine deposits (subject to our policies);
• Confiscate any winnings earned while underage;
• Require you to reimburse the Casino for any withdrawn funds;
• Take any additional actions at our sole discretion, including legal measures, if deemed necessary.

While we appreciate that your documents and personal details were correct, the initial incorrect name constitutes a breach of their policies, which has unfortunately led to the account closure and withdrawal issues.

I understand this is a difficult situation, but we must emphasize the importance of ensuring all information is correct when registering for any online casino in the future. This is crucial for protecting both your account and your ability to access your funds without complications.

Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.

Best regards,

Jean