Rich Casino - Выигрыши бесплатных бонусов игрока уменьшены.

I registered a rich account with a 60 $ no deposit bonus, at the end of betting that amount as many times as I would have, I would have around 150 $ or 160 $ deducted as normal to 100 $ as normal as it is the maximum withdrawal money the one that was transformed into real money and that I continued to bet and managed to convert into $ 1000!

but now the house says that I can only withdraw 100 anyway, do you think it makes sense for the bonus money to be withdrawn twice?

registei conta na rich com o bónus sem deposito de 60$, no final de apostar esse valor as vezes necessárias eu teria a volta de 150$ ou 160$ valor deduzido como é normal a 100$ como é normal pois é o maximo de levantamento dinheiro esse que foi tranformado em dinheiro real e que eu continuei a apostar e consegui transformar em 1000$ !

mas agora a casa diz que eu só posso levantar 100 na mesma acham que faz sentido o dinheiro de bonus ser retirado duas vezes ?

Dear Nelson,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found https://www.richcasino.com/en-ES/bonus-rules:

"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

"In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account."

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

Could you please advise if you have requested a withdrawal after completing wagering requirements? Have you deposited any funds into your account?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Yes I made a deposit and yes I had already completed my bonus which was to play around 2500 euros.

the 1000 euros were already converted into real money and not bonus money

Sim eu fiz um depósito e sim já tinha completado o meu bónus que era jogar cerca de 2500 euros.

os 1000 euros já estavam convertidos em dinheiro real e não em dinheiro bónus

Could you please advise if you have requested a withdrawal after completing wagering requirements and €100 became withdrawable? 

No, I only requested the withdrawal afterwards

but you can see that the money was supposedly available for withdrawal and I asked for a bank transfer withdrawal, this method is only allowed with amounts greater than 500

Não, só solicitei o saque depois

mas pode ver que o dinheiro supostamente estava disponível para levantamento além de mais eu pedi levantamento por transferência bancária, esse método só é permitido com quantias superiores a 500

Dear Nelson,

You were supposed to request a withdrawal after completing wagering requirements. Since you haven’t and instead you decided to continue playing all your winnings were accumulated from No Deposit bonus, hence, you are entitled to €100 max cash out only. 

But I made the deposit!

so and what will happen to the rest of the money

because they take money twice

there is nothing in terms to say that but show me!

Mas eu fiz o depósito!

então e o que vai acontecer ao resto do dinheiro

porque tiram dinheiro duas vezes

não há nada nos termos que diga isso senão mostre me !

I’m very sorry, Nelson, but it is written in terms and conditions that after depositing, €100 will become available for a withdrawal, not that it becomes real money available for continuous play.

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."

Could you please advise how much you have deposited?

I made a deposit of 10 euros

yes but the money had already been withdrawn once.

the Casino withdrew me money twice is not very normal!

Fiz um depósito de 10 euros

sim mas o dinheiro já tinha sido retirado uma vez.

o Casino retirou me dinheiro duas vezes não é muito normal !

I believe I have explained why your winnings have been capped. For the future references, I can only recommend, once winnings from any free promotion become withdrawable, place a request for a withdrawal, do not continue playing. 

I understand your point of vue, however, I’m afraid there’s not much we can do for you. Let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.

Dear Nelson,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.