Richville Casino - Račun igrača je zatvoren i sredstva su zadržana.

Hello month ago richville casino decide to block my account and hold my money telling me that i broke some rule.i used to play with them for a long time in the same way as always and never said to me that i broke any rule.that becouse i was loosing so no problem for them.the last time i had some winnings thats why they decide to block my account and keep my money.so i sked from them some documents to prove that i was going with their rules from the begining.they said that will do it but allready passed a month without answer.is it legitimate to hold my money and block my account?usually casinos if they want to block you at least they give you the money.i hope we resolve that as soon as possible

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Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a 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,

Tomas

i dont remember exactly thats why i asked from casino to tell me that and also how much money i have spend to them and the exact amount of my money on my account.unfortunatelly i cannot use my account becouse i ve been blocked.anyway its more than a year with them.they blocked me at 28 of may as you see in the atached screenshot.i was playing ancient egypt of pragmatic and always used the bonuses which offered.

Thanks for your reply.

Were you asked to complete KYC verification before your account was blocked? Which documents were requested from you, if any?

Have you received any payout from the casino in the past?

Please let me know.

as i told you im not new on that casino as i remember is more than year and KYC is past succesfully long time ago.also i have made many deposits and enough withdraws too without any problem.

Dear arhaios,

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, Barbora (barbora.p@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,

Tomas

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Richville Casino representative to join this conversation.

Dear Richville Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

hello barbora as i have wroten in the start.that casino after long time i was there found that i broke some rules as they claimed.if i broke rules why did not close my account year ago and decide now.of courge i have the answer.becouse constantly loose money.only the last time i won some times thats why they decide to block my account without to send my money.i wrote them many times to send me some information about my account but they did not.the answer is we investigate the matter and we write you back.of courge nothing happend for one month

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.

ok lets wait and we see

Dear arhaios,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will now mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

I would also like to advise you to contact the Curaçao Gaming Control Board Licensing Authority and submit a complaint through their official email at complaints@cga.cw

While this authority states that they are not able to mediate complaints between players and operators, it is still worth a shot, as receiving a higher amount of complaints could prompt them to take regulatory action or increase oversight of the operator involved.

Please make sure to include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at barbora.p@casino.guru

Best regards,

Barbora

Casino Guru