Richard Casino removed $500 from my account after falsely claiming it breached bonus withdrawal rules, even though I had wagered all bonuses in full and used my own deposit. They cannot prove the funds were bonus-derived and failed to provide any breakdown. The money was added back to my balance, then quietly removed. This violates Cura?ao licensing fairness standards."

Dear mshmanderson,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The casino has now responded, claiming I already received an "exception" $1,000 withdrawal from my $50 bonus winnings. This is false. I did receive a $1,000 withdrawal previously, but the $500 I withdrew later was earned through continued real-money play after all bonus funds were already used and wagering completed.

Their own bonus terms state real money is used before bonus money. They now contradict this by claiming my winnings were still considered "bonus" even after meeting wagering and losing the bonus itself.

They admit to manually removing the $500 for "balance editing purposes"—a vague, unregulated excuse not supported by any clause in their terms. Their reasoning shifts and breaks their own logic.

I believe this is a clear abuse of vague bonus rules and failure to uphold Cura?ao license standards of fairness and clarity. I request Casino Guru's assistance to either:

1. Reinstate and approve the $500 AUD withdrawal; or

2. Provide an independently verified explanation showing how the $500 was bonus-derived—with transaction history.

Dear mshmanderson,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.

Do I understand it correctly, that you have accumulated your winnings from the first deposit bonus? I have checked the bonus policy, and this is what I found:

"The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

I would like to emphasize, that according to our Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, 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.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Dominika,

Thank you for your reply and for reviewing the case. I appreciate the opportunity to clarify.

While I did claim the First Deposit Bonus of $50 AUD, I also deposited real money and met the entire wagering requirement (2,001 AUD of 2,000 required).

According to Richard Casino’s own Bonus Terms:

"You start playing for real money first, then for bonus money, and as soon as bonus money is lost, the bonus also gets lost."

This matters because once bonus funds are lost, any subsequent winnings come from real money gameplay. Richard Casino has not provided a transaction breakdown showing that the $500 was earned during bonus play.

Furthermore:

I had already received a $1,000 withdrawal from the initial bonus—clearly exceeding the supposed x10 cap.

The $500 I later withdrew was from continued gameplay using my real balance, after bonus was exhausted and wagering completed.

They credited the $500 to my balance, then later removed it manually, citing vague "balance editing" without proving any breach.

I’m not disputing the existence of a win cap on bonus funds—I’m disputing their application of that cap to winnings that were clearly earned from real funds post-bonus.

Unless the casino can produce transaction-level proof that the $500 was directly derived from bonus balance, their enforcement of the bonus cap is unjustified and predatory.

Thank you for your continued support and fairness. Please let me know if you require my full play history or additional documentation.

Helen

Dear Casino Guru team,

Thank you again for the opportunity to clarify my complaint.

I’ve attached a PDF titled "Richard_Casino_Transaction_Log" which visually illustrates my full play history relevant to this dispute.

As shown:

I deposited $50 AUD and received a $50 AUD bonus.

I completed the full bonus wagering requirement (2,001 AUD / 2,000 AUD).

I then successfully withdrew $1,000 AUD—already exceeding the x10 cap.

The $500 in question was earned after that, during continued gameplay, and should not be considered bonus winnings.

Richard Casino re-credited this $500 to my balance, then manually removed it without presenting any bonus tracking or breakdown.

Their own bonus terms state:

"You start playing for real money first, then for bonus money..."

This confirms that post-wagering winnings are real money unless explicitly proven otherwise—which they have not done.

I respectfully maintain that this $500 was unjustly confiscated and should be returned or paid out. Thank you for your fairness and assistance.

Helen

Dear mshmanderson, could you please forward any relevant communication along with your game history in Excel format to [email protected]? Please advise the exact time of the incident.

Hello.

Unfortunately I am unable to gain access to the game history as they will only give me the last 50 transactions and this is unrelated to my complaint. Also this wouldn't be something able to be extracted in Excel as there is no option to download the information from their website.

I will forward all the other related correspondence as requested to email address stated in previous window. Thankyou.

Helen

Dear mshmanderson, could you please kindly request the casino to provide the game history in Excel format? This will help us analyze the situation more effectively. Once you receive the game history file, please forward it to me at [email protected].

I have not had response back from Richard casino regarding my request for full Ledger

Helen

Dear mshmanderson, please note that the casino has asked you to provide more specific information in order to process your request for the game history. To move forward with your complaint, we kindly ask you to cooperate by providing the casino with the information requested.

Once you receive this data, please forward the file to [email protected] so we can continue investigating your case thoroughly.

Hello.

Yes I've complied with what they have asked of me. I still have not had any further response.

Hello.

I received a full excel Ledger and forwarded a copy to dominika.

Helen

Dear mshmanderson, I would like to kindly ask why the game history you provided begins only on June 4th. Unfortunately, this means that it does not contain any of the key gameplay data relevant to this complaint, including the period during which the bonus was wagered and the disputed winnings were earned.

Could you please provide the complete game history starting from the date of the player's initial deposit and bonus activation? This is essential for us to properly evaluate the situation and determine whether the $500 removal was justified.