I have had a terrible experience at the casino Club Riches, since I won a life changing amount of money on the site.
Due to system errors at the casino they have withheld my winnings not once but twice.
This is the story surrounding the saga thus far ;
My first initial problem where the money was stolen, was a pending lost bonus that was not cleared by the system, the chat reps at Club Riches after much deliberation finally added a 'manual' bonus to my account and the winnings were restored.
However....I started to wager the rest of the bonus, and after I wagered quite a chunk of the requirement I checked the wagering status, it showed I had wagered 1400 eur, I knew that was incorrect as I was not sure the exact amount I wagered, however I knew it was much more than 1400 eur, the chat support staff could only see I had wagered 1400, I indicated that the system error is persisting now with wagering as well as pending bonuses.
The bonus stated I had only wagered 1400, whereas in reality i had wagered over 10,000, this was an error again by the casino, on more than 4-5 different occasions in the last 4 days I expressed my concern that I only had 3 days left to wager my bonus, I did not know exactly at that point how much I had wagered and how much more I needed to wager, because the chat staff could not see the correct wagering either, but I knew it was more than 1400.
I asked on 4 different occasions that I needed reassurance from the chat support staff that my bonus would not be lost and winnings accrued while they are investigating this error, EVERY time they reassured me that the bonus and winnings would be not lost or the bonus would be reinstated while the investigation took place.
The below email from Dennis at CR very conveniently came to me the morning after the expiry of the bonus, where he told me my wagering was not complete, winnings voided and the case was closed.
Dennis (ClubRiches)
Nov 22, 2022, 12:28 GMT+1
Hello Selina,
We are contacting you from ClubRiches Customer Support.
After escalating and conducting an investigation into the issue you had raised with us, we found out that the wagering requirements weren't reflecting correctly due to a display error. Your wagering was still being recorded and calculated correctly in our back office.
Unfortunately, you did not complete your wagering requirements in the allotted time period - over the 3 days, €18,740 was wagered which is less than the required €25,805.
We would like to inform you that we count this case as closed and if you need further assistance with future queries, you may contact our customer support.
Best regards, Dennis
Club Riches Support Team
You will be able to ascertain this from all my chat logs with CR in the last few days (of which I have attached below) and proof that it shows my concern about the bonus expiry and being reassured by Victor that it would be reinstated if need be.
And when Dennis says that the wagering was being 'correctly calculated in their back office' this whole time, its a bitter pill to swallow, not once did any chat support rep divulge this information to me, if that was the case...they should have told me that on chat whilst the investigation was taking place. and they would have been able to identify how much wagering I had done specifically and I would have willingly wagered the exact amount, but I was just being told that they see 1400 being wagered and it is being investigated.
So how can I be punished and winnings voided if you they asking me to complete wagering, for a amount of wagering that became unknown, I did not know how much I had to wager and neither did the support staff, I have shown proof below and there is 4 other chat conversations supporting this.
They have removed my winnings twice as a result of system error and I fully expect my winnings to be restored again like the previous error.
P.S I did try to lodge a PAB post, however it kept saying I needed it to be within 1000 characters, I shortened it to within a few hundred character and still I was getting the same message, is there another way you can make contact with the casino regarding this matter ?
Apologies I am very new.
Due to system errors at the casino they have withheld my winnings not once but twice.
This is the story surrounding the saga thus far ;
My first initial problem where the money was stolen, was a pending lost bonus that was not cleared by the system, the chat reps at Club Riches after much deliberation finally added a 'manual' bonus to my account and the winnings were restored.
However....I started to wager the rest of the bonus, and after I wagered quite a chunk of the requirement I checked the wagering status, it showed I had wagered 1400 eur, I knew that was incorrect as I was not sure the exact amount I wagered, however I knew it was much more than 1400 eur, the chat support staff could only see I had wagered 1400, I indicated that the system error is persisting now with wagering as well as pending bonuses.
The bonus stated I had only wagered 1400, whereas in reality i had wagered over 10,000, this was an error again by the casino, on more than 4-5 different occasions in the last 4 days I expressed my concern that I only had 3 days left to wager my bonus, I did not know exactly at that point how much I had wagered and how much more I needed to wager, because the chat staff could not see the correct wagering either, but I knew it was more than 1400.
I asked on 4 different occasions that I needed reassurance from the chat support staff that my bonus would not be lost and winnings accrued while they are investigating this error, EVERY time they reassured me that the bonus and winnings would be not lost or the bonus would be reinstated while the investigation took place.
The below email from Dennis at CR very conveniently came to me the morning after the expiry of the bonus, where he told me my wagering was not complete, winnings voided and the case was closed.
Dennis (ClubRiches)
Nov 22, 2022, 12:28 GMT+1
Hello Selina,
We are contacting you from ClubRiches Customer Support.
After escalating and conducting an investigation into the issue you had raised with us, we found out that the wagering requirements weren't reflecting correctly due to a display error. Your wagering was still being recorded and calculated correctly in our back office.
Unfortunately, you did not complete your wagering requirements in the allotted time period - over the 3 days, €18,740 was wagered which is less than the required €25,805.
We would like to inform you that we count this case as closed and if you need further assistance with future queries, you may contact our customer support.
Best regards, Dennis
Club Riches Support Team
You will be able to ascertain this from all my chat logs with CR in the last few days (of which I have attached below) and proof that it shows my concern about the bonus expiry and being reassured by Victor that it would be reinstated if need be.
And when Dennis says that the wagering was being 'correctly calculated in their back office' this whole time, its a bitter pill to swallow, not once did any chat support rep divulge this information to me, if that was the case...they should have told me that on chat whilst the investigation was taking place. and they would have been able to identify how much wagering I had done specifically and I would have willingly wagered the exact amount, but I was just being told that they see 1400 being wagered and it is being investigated.
So how can I be punished and winnings voided if you they asking me to complete wagering, for a amount of wagering that became unknown, I did not know how much I had to wager and neither did the support staff, I have shown proof below and there is 4 other chat conversations supporting this.
They have removed my winnings twice as a result of system error and I fully expect my winnings to be restored again like the previous error.
P.S I did try to lodge a PAB post, however it kept saying I needed it to be within 1000 characters, I shortened it to within a few hundred character and still I was getting the same message, is there another way you can make contact with the casino regarding this matter ?
Apologies I am very new.
