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Rich - Non-payment

Ruling

Resolved - Rich casino have provided a reasonable explanation for the closure of an account and the delays in payment and as the player has failed to get back to us we assume that they understand and are happy with the explanation provided.

Read our Rich Casino Review.

Player's Complaint

A few months ago I started playing at Rich Casino. I reach almost 12.000 dollars. I was told to send the necessary copys of my bank card & ID cards. I fax them the same paper work like 6 times and they refuse to pay me., they even close my account., many Americans like me love to play but we can't find a decent n honest casino. Iam committed to take my complaint to the highest authority were RichCasino Operates from and even to the United States Government so they can Investigate RichCasino for this type of Practice., I have many Documentation from my own investigation that I will fax to the Government were RichCasino operates with this license., also have over 100 names of players with the same issue wish I intend to use as my witness in this case. RichCasino should stop Operating and I will use all my resources to have there license canceled.., they don't have any Idea who they are dealing with.

I thank you for your time.

Read the casino review

4 Responses

User icon
ThePOGG
August 31, 2016

Hi Castellanos49,

Before we can do anything to help you I need you to provide me with the username and email address you use at Rich casino. Once I have these I'll contact the operator.

Thanks,

ThePOGG

User icon
ThePOGG
September 5, 2016

Hi Castellanos49, I've had a response from Rich casino which you can find below:

"Hello [EDIT], Thank you for notifying us about this situation. As our records show, this encounter happened in July 2015, but nonetheless we will treat your complaint accordingly. The account with the username [EDIT] was closed as it was your second account on our site and as per our T&C we do not allow duplicate accounts. The account only had the entire initial Sign Up bonus in the balance and no deposit. We have managed to identify the account you mentioned, but the username is [EDIT]. Our agents confirmed you had completed the wagering on the 18th of July and were informed of the documents you needed to send. The documentation you sent prior to that conversation was approved but was not complete. The second batch of documents was approved on the 20th enabling the withdrawal option in our cashier, at which point you had played back your substantial balance. Since as per our T&C the withdrawal could not have been operated without the missing documents, we could not enable that option for you any sooner than that. Considering your account activity we would like to inform you we have some special offers available for you, just log in to the [EDIT] account and open a live chat session and our agents will any inquiry that you might have. Kind regards, The Rich Casino Team"
If the above is true and you played and lost your balance there's no grounds for us to request the return of your losses. Had you won you would have rightly expected to be paid. Thanks, ThePOGG

User icon
ThePOGG
September 16, 2016

Hi Castellanos49,

Do you have anything further you want to add before we close this complaint?

Thanks,

ThePOGG

User icon
ThePOGG
October 3, 2016

Hi Castellanos49,

If we haven't heard from you by Friday the 7th of October we'll assume you understand the information provided above and close this complaint.

Thanks,

ThePOGG

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Agreement

Castellanos49 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:

August 31, 2016

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