Rapid Casino - Dobici igrača se oduzimaju zbog zatvaranja računa.

Description of the Situation:

On November 9, 2024, I made a deposit of 200 PLN into my account at RapidCasino. I managed to win 205,000 PLN and subsequently submitted a withdrawal request for 10,000 PLN of the winnings.

After several days of waiting, I received a response from the account manager informing me about "standard checks" applied to winnings of this magnitude. However, after further delays, I received another message stating that, according to the casino's terms and conditions, gambling in Poland is prohibited. The casino informed me that my initial deposits, amounting to 14,023 PLN, would be refunded, and my account would be closed, while my winnings were deemed invalid.

It is worth noting that, in the past the casino had processed my withdrawals without any issues for smaller winnings. For example I successfully withdrew 10,000 PLN without any complications or delays. This strengthens my belief that I had met all the necessary requirements and that my prior experiences with the casino were positive. Additionally, I can confirm that the casino organized a tournament exclusively for Polish players, in which I participated.

Casino’s Response:

The casino claimed that gambling in Poland is prohibited and that Poland is listed among restricted countries as outlined in their terms and conditions. As a result, the casino decided to refund my initial deposits totaling 14,023 PLN and voided my winnings. I was informed that all winnings would be considered invalid and that my account had been closed.

Overall Impression of the Casino:

Both the initial and subsequent responses from the casino raise serious doubts about its integrity. Initially, the casino justified the delay by citing standard checks for large winnings, which seemed reasonable. However, the ultimate decision to void the expected winnings of 205,000 PLN, despite my adherence to all requirements, appears unjustified.

Furthermore, given that the casino previously processed smaller withdrawals, such as 10,000 PLN, without any issues, the current situation seems even more unreasonable and difficult to comprehend.

Dear machello,

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.

Did you verify your identity previously when withdrawing smaller winnings?

Did you use a VPN?

Did you register your casino account with Poland as your country of residence?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hi,

Did you verify your identity previously when withdrawing smaller winnings?

I did not verify my identity directly on RapidCasino, but I did verify it on another online casino site (NitroCasino), which belongs to the same company, BP Group Ltd.

Did you use a VPN?

No, I have never used one.

Did you register your casino account with Poland as your country of residence?

Yes, I registered while being in my home country, Poland, and I also selected Poland as my country of residence.

Did you accumulate your winnings with or without an active bonus?

The winnings were without a bonus.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Screenshots will be sent to the email address provided.

Regards,

Kamil

Thank you very much, machello, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, machello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation. In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player.

Thank you!

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.

The casino has responded to us in personal messages and we are currently waiting for the result of their investigation.

machello, thank you for your patience!

Hello machello,

We would like to update you that due to Pavel, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Pavel 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 Pavel will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Yes I understand the delay, no this email is not mine

Hi machello,

have you received any news from the casino recently? I have received the information from the casino representative that the case is handled, but I am not sure of the result. Have they refunded you your winnings by any chance?

Hi Pavel,

No, I have not received any information from the casino. I have also checked my casino account and it is still blocked

Hi machello,

After the extensive communication the casino representative have made it clear that they cannot share any details about you with us, so the final option is left for you to try to deal with the support directly. If the issue is not resolved we can only recommend you to lodge a complaint with the regulator, while the complaint will remain unresolved and give a penalization to the casino's Safety Index. Please, contact the casino support and demand your winnings from them mentioning that you should not have been allowed to register from a restricted territory. If they give you any appropriate response or, by any chance, decide to refund your winnings, let us know. If not, let us know as well and we will close the complaint with the according category.

Hi Pavel,

I have sent an email to the casino, so I will keep you informed about the progress of my case.

Hi machello, have you received any response from the casino?

Dear machello,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.