To whom it may concern.

Hi there.

I am exceptionally disgusted with Rich Casino at the moment. I have been a loyal customer up until now; but after my experience this evening, I would no longer like anything to do with them.

On Sunday, 16 August, I made a deposit of R350 - which qualified me for 7 days worth of rewards, known as Road to Rome. Upon depositing, I noticed that my balance was not R350, but R338.47 and I had not played. (please see evidence of deposit and game history attached).

I was told to not play until the issue was resolved and would be reimbursed for any rewards missed. I then contacted the live chat to see how far the process was as I would like to play. I was then addressed by someone named Dan - the rudest assistant I've ever come across.

He did not understand what my concern was and when I asked him to put me through to someone else, he said no and have terrible attitude. This completely put me off of the site entirely. When I mentioned Casino Guru and how I'd be complaining, he couldn't have cared less. Besides the issue of my deposit, I would like Dan to be personally dealt with to prevent this type of unacceptable treatment in the future.

Although R350 is not far off from R338.47, it is the concept. I have now lost that, as well as my rewards and cashback! Not to mention the pathetic service.

I have also attached screenshots of the conversation between myself and Dan.

I hope this matter with be resolved as quickly as possible. Thank you for your time. I appreciate you.

Regards,

Friendly Gambler

Dear Chandre,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you deposited funds into your account through the same payment method in the past and experienced the same issue? Are your Skrill account and casino account held in the same currency? Lastly, could you please advise if you have played any of your funds or they remained untouched in your account?

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

Best regards,

Petronela

Hi there Petronela.

Thank you for getting back to me.

No, I have not used Skrill to upload on this particular site before; yes, they are in the same currency - Zar; and no, I have not touched any of the remaining funds as yet.

Hope to hear from you soon.

Kind regards,

Thank you, Chandre, for your quick reply. Could you please clarify if this were your first deposit ever in this casino, or you have used a different payment method in the past? If you did, which one was it?

Hi Petronela.

I have always used EFT or Ecopayz to make withdrawals and deposits. I have used Skrill before but with a different site and they do not charge any fee. All my accounts are in the same currency - Zar.

I would also like to know what is happening with Dan please?

Thank you, Chandre, for your clarification. I have checked FAQs, and this is what I found https://www.richcasinovip.com/en-FI/help:

?Do you have any fees for a deposit?

The website doesn’t charge any kind of fees for a deposit.

Extra funds might be required for approval due to Card Issuer fees.

Cryptocurrencies have their own special fees (depending on the platform).

E-wallets have their own fees imposed by the provider."

Have you tried to communicate with Skrill payment provider why R11,53 ($0,67) has been deducted?

Hi Petronela.

Skrill made no deductions.

Please see attached information received from Skrill that states I will be informed before making a payment should any fees be charged and that did not happen.

They also state that all transactions to merchants are free. What they charge for, is currency conversion and that was not done either.

I have also attached a screenshot of the balance that was deposit directly from Skrill so you can see no fees were taken off.

I am also very confused as to why there is being no mention of the terrible customer service given by Dan.

Firstly, I would like to emphasize that evaluating casino live support is not a priority of this complaint.

Secondly, even if "Paying a merchant directly" or "Sending money to an international bank account" are free, there might be a fee applied to currency exchange. Even if your Skrill account and casino accounts are held in the same currency. If a transaction is processed between different countries, currencies might be exchanged by a third party on the way.

Please understand that there’s not much we can do for you in this matter. 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.

As mentioned previously, there was no fee charged. Skrill informs you of a fee that needs to be confirmed before making the payment, and I did not confirm any such thing.

This exact thing happened on another gambling site and they corrected the issue because it was on their end.

I am actually extremely disappointed right now. I was told Casino Guru is one of the best to vent your concerns to and to get your issues sorted, apparently, that's not the case.

So you're telling me that the live support that is there to assist you, can talk to you and disrespect their clients the way they want and nothing gets done about it? They can just continue to do so? Wow.

Money was basically stolen from me. It doesn't matter how much. No fee was charged my Skrill, as my proof shows, and no one can explain where it went.

Extremely dissatisfied.

Dear Chandre,

From the forwarded communication between you and the casino, I can see that when you’ve contacted live chat support, the agent offered you that he could add the deposit (compensation), which you refused and asked to talk to someone else. There was a solution offered to you which you declined.

I believe that we analyzed and explained your complaint correctly. Unfortunately, after gathering all the necessary information we are rejecting this complaint us unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with any other casino. We are here to help.