ClubRiches Casino - Die Spielerin hatte Mühe, ihre Bonusgewinne abzuheben.

I signed up at this casino on 12/28/2022. Deposited €315 and used a 150% bonus. Since I couldn't see the sales progress of my bonus in my account, I asked several times in the chat.

at some point I managed to convert the bonus and won 3000 euros.

I have uploaded documents to my account that have not been verified to date.

Suddenly there is over 1000 euros in bonus money on my account, which cannot be because I have fully implemented the bonus. The chat isn't very helpful here and I can't withdraw my winnings!

Ich habe mich am 28.12.2022 in diesem Casino angemeldet. Habe 315 Euro eingezahlt und einen 150% Bonus genutzt. Da ich den umsatzfortschritt meines Bonus in meinem Account nicht einsehen konnte, fragte ich mehrmals im Chat nach.

irgendwann hatte ich es geschafft, den Bonus umzusetzen und 3000 Euro gewonnen.

ich habe Dokumente in meinem Account hoch geladen, die bis heute nicht verifiziert wurden.

plötzlich befindet sich über 1000 Euro Bonusgeld auf meinem Account, was nicht sein kann, da ich den Bonus komplett umgesetzt habe. Der Chat ist hier nicht sehr hilfreich und ich kann meine Gewinne nicht auszahlen!

Dear dusty97,

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. Could you please advise if your account was verified successfully already? Have you received any confirmation about complete KYC verification?

Additionally, please forward a screenshot of your bonus history along with your complete game history. My email address is petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

I have sent you an email.

I already uploaded documents on December 28th, 2022, but despite repeated requests, they were not verified

Ich habe ihnen eine email gesendet.

Dokumente habe ich bereits am 28.12.22 hoch geladen aber trotz mehrmaliger Nachfrage wurden die nicht verifiziert

Thank you, dusty97, for the forwarded screenshots. Unfortunately, most of them are too blurry. Could you please try again to send them in better quality?

I sent it again. is it better now

Habe es nochmal gesendet. Ist es jetzt besser?

I'm sorry, but this is what I keep getting:

...

Now?

Jetzt?

Is it readable now?

Ist es jetzt lesbar?

The casino is suddenly no longer accessible via chat.

Das Casino ist plötzlich nicht mehr über Chat erreichbar.

Thank you very much, dusty97, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi dusty97,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite ClubRiches Casino to the conversation to participate in the resolution of this complaint.

Good afternoon Dusty97,

Thank you for reaching out to AskGamblers and making us aware of your current case and I am sorry to hear of the experience you have provided here.

I can confirm that we are still investigating this case, it has been passed to our team including the screenshots you have provided here and once I have an update from the team I will be in contact.

I want to thank you for your patience with this matter, but I am unable to provide an update until our team have had the chance to investigate this matter further, but I want to assure you it is in hand.

Should you have any questions in the meantime, please do let me know.

Kind regards

Natalie

Club Riches Team

"Thank you for reaching out to AskGamblers and Casino Guru - I can see that you have messaged on both platforms.

It's not forbidden, is it?

it's just unacceptable that the investigation of the case is taking so long!

all the evidence is there to clear things up quite simply.

Ist doch nicht verboten, oder?

es ist nur nicht akzeptabel, dass die Untersuchung des Falles so lange dauert!

es sind doch alle Beweise vorhanden, die die Sache ganz einfach klären.

Morning Dusty97,

Thank you for your message.

Our team have checked your account thoroughly and they can see that you have a bonus balance of 1493.60 EUR. The wagering requirements for this particular bonus is 30x the bonus amount (150 EUR) = 4500 EUR wagering requirement and so far you have wagered 1272.00 EUR.

The bonus amount will be available for withdrawal only after the wagering requirements are met.

Please keep in mind that at present your real balance is 1506.50 EUR (without bonus).

If you have any issues with withdrawal requests after meeting the wagering requirements please send through a screenshot and we will be able to assist further.

I hope this answers your query however, if you have any questions please let us know by contacting help@clubriches.net.

Thank you

Natalie

I wagered the bonus in full. Check the chat history with Saso!!! I turned over over 21000 euros

Ich habe den Bonus komplett umgesetzt. Sehen sie im Chatverlauf mit Saso nach!!! Ich habe über 21000 Euro umgesetzt

Hi Dusty97,

Thank you for your reply.

Our team are currently this minute checking all communication that you have had in the past with our live chat team and we will look to reach out to you shortly.

They have asked if you could kindly send a screenshot of the error message you receive when trying to withdraw.

Thank you

Natalie

I have no error message. I have wrong bonus balance because I wagered the bonus in full. As long as this false bonus credit is in my account, I cannot pay out the 3000 euros!!!

Ich habe keine Fehlermeldung. Ich habe falsches Bonusguthaben, da ich den Bonus komplett umgesetzt habe. Solange dieses falsche Bonusguthaben in meinem Account ist, kann ich die 3000 Euro nicht auszahlen!!!

It's all taking way too long. There is evidence in my bethistory, in the chat histories that I fully wagered the bonus!!! It can't be that the clarification of the problem takes 2 weeks! Please finally solve this problem!

Es dauert alles viel zu lange. Es gibt Beweise in meiner Bethistory, in den Chatverläufen, dass ich den Bonus komplett umgesetzt habe!!! Es kann nicht sein, dass die Klärung des Problems 2 Wochen dauert! Bitte löst endlich dieses Problem! 

I have now requested a payout. My account is fully verified.

Thank you very much!

Ich habe jetzt eine Auszahlung beantragt. Mein Account ist vollständig verifiziert.

Herzlichen Dank!

Thank you Casino Guru and ClubRiches Casino.

you can close the complaint as resolved. I have received my money.

Vielen Dank an Casino Guru und ClubRiches Casino.

sie können die Beschwerde als gelöst schließen. Ich habe mein Geld erhalten.

Morning Dusty97,

Thank you for your message.

I am pleased to hear you have received your money.

I want to thank you for your time with this case and I will now look to close from our side too.

Kind regards

Natalie

Dear ClubRiches Casino team for your help with resolving the issue.

Dear Dusty97,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter