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Rich - Havent received jackpot winnings

Ruling

Found for the Casino - There is a maximum allowed win of $25 from free spin promotions for players who have not yet deposited.

Read our Rich Casino Review.

Player's Complaint

Won a jackpot on the 3rd of July. while I was playing the machine logged me off. I contacted support by email AMD I was advised by email that it was forwarded to accounts department and I was to be contacted within 24- 48hrs.

Hasn't happened and its now 5 days.

Below is the original email sent with screen shots of winning.

Dear Sir / Madam

I am forwarding this email to you because I have tried on a number of occasions to make contact with your online chat service and approximately 10 calls to your business landline

This morning I logged into my account and utilized a gift of 25 free spins from your organisation . The gift was not associated with any other offer or conditional. I proceeded to my free spins and chose to play a slot game called CAISHENS FORTUNE I had used 4 spins from my 25 freespins and i managed to land on the MINi Jackpot ($1140) aswell as receiving 20 Free bonus rounds. On the 20 spin I landed another 3 matches but I was quickly logged out buy your machine and I didn't receive the winnings for that prize also.

I never received

-$1140 Jackpot winnings -3 match symbols prize -19 free spins (remainder of the initial 25 free spins) -20 free bonus rounds

I brought up my concerns with [REMOVE]Charles[REMOVE] on your chat service and he basically said to me that he couldn't see it on my activity therefore I was lying. My reply to that is quite simple I so have screen shot photos of winning the jackpot and also the other prizes stated above.. I have attached them to this email for you to view and acknowledge. I hope your not like other online casinos out there who are focussed on receiving money but don't like paying out.

I will look forward to your prompt reply.

My User Name - EDIT]

Attachments: IMG_20190703_035921.jpg IMG_20190703_035926.jpg IMG_20190703_040047.jpg IMG_20190703_035952.jpg IMG_20190703_035930.jpg

if you can provide me with a email address I can forward to you the pictures of the screen shots to you

Read the casino review

1 Responses

ThePOGG
July 10, 2019

Hi smokiejoe - welcome to ThePOGG.com!

Sadly you are not likely to be paid in this instance. Rich Casino carry the following terms related to No Deposit free spins:

"2.1.3. Free Spins are not real money. Free Spins are considered as a bonus and are subject to the bonus wagering and all other bonus terms.

2.1.4. The money won from Free Spins will be credited to your bonus amount balance and is subject to our standard terms and conditions, bonus terms and wagering requirements. However, winnings after wager requirements are completed are real money and are available for withdrawal.

2.1.4.1. Please note, if you complete the wager requirement, but have yet to make a deposit, your bonus will be credited in the form of $25 cash."

If you have not previously deposited the maximum you can win from free spins is $25.

If you have deposited please let us know.

Thanks,

ThePOGG

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Agreement

SmokieJoe consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Rich
  • Curacao eGaming
  • Fifth Street

July 10, 2019

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.