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I had a R75000 winning on their promotions. When I put a withdrawal request in I got a letter saying our business relationship has come to an end. And I will not receive any of my winnings. I am very unhappy about this. 

Dear Joachim,

Thank you very much for submitting your complaint. I am sorry to hear about this problem. I would like to know which bonus you claimed. Are you sure you didn’t violate any of the casino’s Bonus or General T&Cs? This could result in the casino confiscating your winnings and even closing your account.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Joachim,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Best regards,

Kristina

Hi Christina. 

I played a two weekly promtional game of which the first price is R75000. I came first. I put a withdrawal request in of R40000, since you are only allowed to draw a maximum of R40000 at a time. That is when I received a letter to inform me that our bussiness relationship has come to an end and that I will not receive any of my winnings. 

Regards

Joachim

Hello,

We hope this message finds you well. 

Please note that the account has been closed as per security and management decision following a complete review of the account and it unfortunately cannot be re-enabled. Any balance present on the account at the time of closure has been automatically frozen by the system. 

Please keep in mind that since the account has been disabled, all your deposits on the account have been refunded and should have already reached your account. Please confirm that the refunds have reached you. 

We apologize for any inconvenience caused and we appreciate your understanding in this matter. 

Regards, 

Rich Casino

Please give me an exact reason why. What I want to know is what did I do wrong, because I have no idea.

Hello,

We hope this message finds you well.

As informed by the Accounting team, please note that the withdrawal could unfortunately not be approved and the winnings were automatically frozen as per the following rule:

2.5.6. Casino reserves the right to withhold or otherwise decline or reverse any pay-out or winning amount or to amend any policy in the event that there is reasonable suspicion that a User is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policies or rules determined in respect of an existing Game or a new Game. Casino retains the right to determine absolutely that such an abuse has taken place; also, if Your activity in Our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitutes abuse of Our bonuses, promotions, policies or rules.

In this particular case, the security and accounting team have identified an attempt to amalgamate winnings originating both in free spins and their deposit bonus in order to circumvent the Maximum Cashout for winnings originating in free spins.

Due to this the winnings were automatically frozen and the account has been disabled as per the following rule in Terms and Conditions: 

3.9. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned.

Please keep in mind that all previous deposits made have already been refunded and should have reached your account. 

We appreciate your understanding in this matter and we are at your full disposal should you need any further information. 

Regards,

Rich Casino

Hello Joachim, Rich Casino,

Thank you both for being patient and cooperating during resolving this case. The casino provided us with proofs that Joachim played with multiple bonuses. He didn't withdraw his winnings from free bonus which had maximum cashout and he deposited and claimed match bonus on top of this existing bonus balance and played with the whole ammount.

I apologize Joachim, but I have to reject this complaint. I hope you won't come across a problem like this in the future.