Richard Casino - Выигрыши игрока были задержаны.

Hello everyone,

In the beginning everything went smoothly, from deposits to withdrawals.

But that changed on July 23, 2025, after I wanted to cash out my winnings of €3,800.

The payout to my credit card was promptly canceled, and I was informed that the remaining verification was still missing.

So I completed the remaining steps and received an email confirmation that the verification was now complete.

A little later, I received an email from Richard Casino asking me to cancel my withdrawal of €3,800 and instead make smaller withdrawals (€1,000) per withdrawal.

So I did, and had €1,000 paid out to my credit card.

However, the payout has still not arrived in my account and I was informed by email from Richard Casino about alleged problems with my bank's payment service provider.

So far, I haven't even received the €1,000 back into my player account. Where did the money go?

I wanted to have the remaining €2,800 paid out at least as a test and for my own safety, but the amount was still not approved for withdrawal.

Now I'm left empty-handed and don't know what to do next.

But, maybe CasinoGuro can help me with that.

We'll see...

Hallo zusammen, 

am Anfang lief alles noch reibungslos, von den Einzahlungen bis zu den Auszahlungen.

Doch, dass änderte sich ab dem 23.07.2025 nach dem ich mir, meinen Gewinn von 3800€ auszahlen lassen wollte.

Die Auszahlung auf meine Kreditkarte wurde promt storniert, und ich wurde über die noch restlich fehlende Verifizierung hingewiesen. 

Also schloss ich die noch fehlenden Schritte ab und bekam daraufhin per Email auch eine Bestätigung, über die jetzt komplett abgeschlossene Verifizierung.

Ein wenig später bekam ich eine Email von Richard Casino, ich sollte doch meine Auszahlung von 3800€ stornieren, und lieber in kleineren Schritten (1000€) pro Auszahlung vornehmen. 

Das tat ich dann auch, und ließ mir 1000€ auf meine Kreditkarte auszahlen. 

Die Auszahlung kam aber bis dato immer noch nicht auf meinem Konto an & ich wurde von Richard Casino per Mail, über angebliche Probleme des Zahlungsdienstleister meiner Bank per Email informiert.

Bis jetzt, habe ich noch nicht einmal die 1000€ auf mein Spielerkonto zurück erhalten, wo ist das Geld bloß geblieben?. 

Die restlichen 2800€ wollte ich mir jetzt wenigstens probehalber & zu meiner Sicherheit noch auszahlen lassen, aber der Betrag wurde zur Auszahlung immer noch nicht zugelassen. 

Nun stehe ich mit leeren Händen da, und weiß nicht mehr wie ich weiter vorgehen soll.

Aber, vielleicht kann CasinoGuro mir dabei behilflich sein.

Wir werden sehen...

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, I’d like to ask you a few clarifying questions:

• Could you please let me know the exact date when the casino cancelled your €1,000 withdrawal request?
• Have you tried using a different payment method to process your withdrawal?
• Which payment methods have you successfully used for withdrawals in the past?
• Would you be able to send me a screenshot of the withdrawal options currently available in your casino account?
• When was the last time you contacted the casino regarding the failed €1,000 transaction?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear RSK87,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika