ClubRiches Casino - Виграші гравця анульовано.

I have been playing in this casino for quite long and i deposited hundreds or thousands of € here, that is why I have definitely NOT expected this.

I have received offer 400% bonus available for my next deposits, during next 5 days, each day available once. I reached support and asked if this is legit and was told, that he must ask the relevant department to be sure - I was unable to receive this bonus, UNTIL THE LAST DAY of the campaign, where i received it once - from the support, manually. (Lost this bonus without significant win.)

!! IMPORTANT !! I checked the bonus and its specific terms before - they were just common, not different from other bonuses here or elsewhere (= bets made from real AND bonus funds both count to the wagering).

Naturally, I inquiried about remaining bonuses and the bonus team replied (it was already after the campaign), that "the 400% bonus up to 80€" is available for me few more times.

I deposited, requested the bonus and received another bonus of 80€ (manually from support). I checked the terms and everything seemed correct, bonus was 400%, wagering from bonus and real funds, also it worked like that. I wagered a bit but then lost it.

Later I deposited again and again asked support to add the bonus to me. This time I was successful and I won like 1200-1400€. I slowly increased bet to 5€/spin (the highest bet possible while wagering bonus) and played a lot, until i was sure i met the 2400 wagering (80€ bonus * 30 (wagering) = 2400€).

Then I checked wagering and, to my really bad surprise, the wagered amount was only 20€!

I asked what should this mean and the carousel of excuses and wrong assumptions and incorrect statements just started.

I was said that this bonus is (surprisingly) WAGERED ONLY WITH REAL FUNDS.

(If you consider real funds are used first, and all WINNINGS GO TO BONUS funds, you basically need to deposit the exact amount of money that is required to wager - 2400€ in this case. What bonus ever worked like that?)

This is either totally incorrect, or absolutely sick, no-manner fraudster-like behavior - just my opinion.

I asked, why is this particular bonus different from the campaign bonus (actually also different from the other 400% bonus, that was added when the campaign was expired already).

To my greatest disappointment, the bonus team replied that this was not the same bonus like in the campaign and that the rules were different.

I can prove this is incorrect - I have received the same bonuses before and both, the one received during the campaign, as well as the one received manually after the campaign expired, were wagered the standard way. Same like many bonuses before.

And, also, I have received email where was stated that "I can use the 400% bonuses", not a single word about that the rules changed in a way that makes these bonuses absolutely unplayable, nor a single word about that anything changed compared to the standard campaign rules and bonuses.

Lastly, this last bonus was not even the correct one - instead of 400% deposit bonus is it shown as 100% No Deposit bonus.

It might seem like a minor issue with a bonus. However it actually is worth all the sum, as left € in the account are already wagered and withdrawable right away.

If the funds weren't already wagered, I believe that the ice would break much easier.

Thanks in advance for your cooperation and help regarding this case.

Evidence attached:

• chat with casino representative where we were talking about the adding of the bonus, not a single word mentioned that it is different from the campaign one
• first email screenshot mentioning that the bonus 400% is available to me, not a single word about the terms are changed (while they still were not changed)

+ chat history before this email

• email mentioning that these bonuses are still few left for me (while the already spent bonuses were correctly added)

+ chat history before this email

• email regularly mentioning that the bonuses were actually different with unplayable terms

+ chat history before this email

• screenshots of the dashboard with shown current wagering
• screenshot of the incorrect bonus added (NO DEPOSIT BONUS where only stakes with real money count)
• screenshot of another bonus (exactly like this should be also the current one) - bets from REAL and BONUS count both to wagering
• proof of manually added DIFFERENT bonus that was fully wagered ONLY by bonus funds (proving the stance of this being the standard incorrect)
• maybe some others

(there was some issue while uploading the attachments and also there are too many of them and the allowed number is limited, that's why the format)

Dear foofoobarken,

Thank you very much for submitting your complaint and forwarding the relevant screenshots. I’m sorry to hear about your problem. Could you please forward the original email containing the promotional offer to petronela.k@casino.guru? How much is your active balance now, please?

Thank you very much in advance for your reply.

Best regards,

Petronela

Hello Petronela,

thank you for your message.

I have just sent the requested email offer to your email address, please find it there.

The current balance on my account is 700.11€; as the problems started when my balance was around 1300€ and I decided to stop playing and raise a complaint 700€, as I felt it is pointless anymore, I made an average or 1000€ disputed balance amount.

If this is required then feel free to adjust the actual disputed amount - I just felt it to be correct this way.

Just in case, to be absolutely clear what my expectation is - to manually apply my wagered amount during this bonus play into the wagering requirements of this bonus - as I am almost sure that it would cause the bonus to be fully wagered, it would be also enough to simply transfer my current bonus amount into the real balance.

And just for the sake of completeness - the current remaining expiration time of the bonus amount on my account is only 3 days and 20 hours remaining, so I hope that this could be resolved sooner, or at least that in case of not resolving this before that the casino will not use this as another "reason" to not resolve this case.

Thank you in advance,

Best regards

Thank you very much, foofoobarken, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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. 

Hello foofoobarken,

I am sorry to hear about your troubles.

It is a very unpleasant situation and I would like to invite the casino representative into the case.

Please explain to us why there was a difference between identical bonuses that foofoobarken took, and why he wasn't informed about that.

Matej,

thank you for your message.

Just for the sake of completeness, I would like also to ask for a general stance also about one more thing - about particular type of deposit bonus, which I saw for the first time in my life at this casino:

• deposit bonus
• winnings from both real and bonus balance bets go to the bonus balance
• only real balance bets count to the wagering requirements

Actually, the only way to wager this kind of bonus, is literally to deposit the amount equal to the entire wagering requirement, and then spend all of that. In my case, deposit of 20€ (with 400% bonus of 80€) with x30 wagering requires 2400€ wagering requirement - it means you need to deposit 2400€ (and spend them all).

For me it's clearly dishonest and fraudulent condition, making this kind of bonus unplayable and inusable, and also false advertising if this was not mentioned clearly near the bonus offer.

Thanks in advance.

Good Afternoon Foofoobarken,

We are sorry to see you feel you have had an unpleasant experience with us, but thank you for highlighting this to ClubRiches.

Just to provide some context in regards to your experience:

• We gave 3 times good will bonuses to you, beyond the standard terms that were offered and are offered.
• Our wagering requirements are clear and transparent on our site and are in line with industry norms.

We cannot amend these upon individual requests and nor do we attempt to hide or keep any terms and conditions out of sight for our players. We have many players who use the platform daily and there is also no presence of false advertising or fraudulent foul play at any stage within Clubriches.

Thank you

Dear casino,

thank you for your message.

However, what you state is simply not true.

• there is evidence that the bonus added as previous to this discussed one - maybe even two bonuses - were added with different, standard terms, although the promotion was already expired,
• also, there is evidence, that in the past I have been given bonuses the same way with same standard terms,
• there is also suspicion, that the bonus was added either intentionally or mistakenly as the wrong one, given that (there is evidence of this as well) the bonus is described as "NO deposit bonus".

Therefore, my apologies, but claims like that you "cannot amend the promotion rules" are either lies, or just the writer's illiteracy of the casino rules, processes and practices.

This definitely is possible and you don't even need to amend anything.

I would appreciate if you could reply to my points in satisfying way.

Thanks

Afternoon Foofoobarken,

Thank you for your response.

Please see below my comments in regards to your previous message:

• At the time the promotion was expired and is evidence that we extended a gesture of goodwill to you in a special circumstance. Hence, the terms may have differed to the promotion that was on offer before expiry (which you did not take up on in time)
• Naturally, there will be times where you have received other offers with standard terms
• A "no deposit bonus" entitles the player to bonus funds to play with, without needing to make a deposit.

However, any winnings from those bonus funds are limited by turnover requirements in a certain timeframe to withdraw the funds. Per industry standards, these requirements are in place and do not mislead our players in any way.

We do apologise that you feel you didn't have a good experience with ClubRiches but we would welcome you back happily if you did want to play again with us to try and change your experience going forward as we want all players to enjoy our platform.

Thank you

Dear casino,

thank you for your message.

Before the Casino Guru representative steps in, I would like to encourage the ClubRiches Casino representative to publish the casino's stance to their no deposit bonus, which has exactly these conditions:

• it is a deposit bonus
• winnings from both real and bonus winnings are added to the bonus balance
• only real balance bets count to the wagering requirements

In short, to be able to wager the deposit of 20€, the player needs to deposit 2400€ .

(400% bonus of 80€ x30 wagering = 2400€)

Thanks in advance.

Dear Foofoobarken and Club Riches Casino representative:

From the evidence that Foofoobarken presented, it is clear that the 400% bonuses he received were different from those before available. Also, certain conditions were different (for example, max bonus amount of €80) So in this, we agree with the casino. However, the screenshots showing wagering progress indicate that these bonuses might be set wrongly. These bonuses make sense only if winnings from real money generate real money winnings and not bonus money winnings.

Dear Club Riches Casino representative, could you please explain to us the mechanics of these 400% bonuses which Foofoobarken received? (it is a deposit bonus, so which money is used first, (bonus/real money), what is happening with winnings from real money bets)

If it is possible, could you also share with us how successful he was with wagering each of them?

Thanks

Good afternoon Foofoobarken,

Thank you for your comments above.

The bonus that was credited to you was a No Deposit bonus. Winnings from this type of bonus are added to the bonus balance and only real balance bets count to the wagering requirements. Our deposit bonus includes both real money and bonus funds in wagering contribution.

It has come to light that the bonus you were given was incorrect on our part and this has already been escalated to the relevant team as feedback to ensure that going forward, correct bonuses are used for the right purpose. we apologise for any inconvenience this has caused to you and this why this situation has occurred.

Thank you 

Dear casino,

thank you for your message.

I appreciate you accepting that the mistake was made on your side and I like the idea that it helps improving your internal processes.

I just would like to clarify the way how we could compensate the loss done to my account.

I actually followed the terms and conditions of the bonus, that should have been added. I deposited real money deposit, put it into the stake, effectively risking it, spent it (along my own time and effort) and, in the end of the day, fulfilled the wagering requirements - not the wrong ones, but the ones which should have been applied with this particular bonus. (not mentioning resources used to solve this complaint 🙂). Just to prevent any doubts, I encourage you to check this in your logs of my bets, as my evidence is based on your logs as well.

The resulting balance on my account that should be left on my real account after the required wagering requirement is met is 700.11€, as you can check in your logs as well. As you claim the mistake has been made on your side, I would like to ask you to even this up so we could close this issue as resolved in your favor, while making no harm to your reputation and public image.

I would also like to ask Matej from Casino Guru team for his opinion about the correct way to resolve this complaint - especially in the case that it differs from what I just described above 🙂

Thank you advance

Good afternoon Foofoobarken,

Thank you for the above.

I can confirm that after further investigation this weekend, we have credited you with 700.11 EUR which should be showing in your balance now. This correction has been made due to the incorrect bonus that was applied by one of our agents and this now concludes our investigations from this side.

I want to thank you for highlighting this to me and allowing me the opportunity to further investigate with no hindrances in the meantime to our Casino or reputational damage. We pride ourselves on giving our players the best experience on our platform and I hope you will be able to see this for yourself in time.

All the best for your future and I apologise again for any inconvenience caused.

Thank you

Natalie

Dear Foofoobarken,

Could you please confirm that you received a 700.11 EUR from the casino, and we can consider this case resolved?

Hello,

yes, received them.

Thank you casino.guru for your help, I really appreciate that!

You can close the case now

Dear Foofoobarken,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.