I played with the wheel of fortune no deposit bonus of 20 reals, I got the winnings of 400 BRL I got the wagering requirements and my balance went to 120 BRL automatically it went to the real balance, I went to play with this real balance of mine that had already reverted, I got winnings of 443 BRL, I requested the withdrawal in the amount of 400 BRL and I left 43 BRL, I received an email saying that the maximum winnings with the bonus would be 150 BRL, I do not understand if I have already achieved the wagering requirements and my winnings went to the real balance l, then I have 120 BRL of real balance and the winnings with this real balance are no longer winnings from the bonus, please Casinoguru help me clear this doubt and explain to me Casino Richville.

Dear Player,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Is your casino account verified? Have you made previous deposits to and withdrawals from the casino?
• Were you informed at any point that the bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hello Tomas

Has your casino account been verified? Have you made deposits and withdrawals at the casino?

Answer: My account has already been verified, yes I have made several deposits and one withdrawal at this casino.

Were you informed at any point that the bonus terms and conditions persist after wagering the bonus?

Answer: I was not informed and I would like to know if the bonus persists after the wagering has been completed, I received the email informing me of the subtraction of winnings.

Could you share with me your communication with the casino about the problem? Send emails or chat transcripts to my email at or post screenshots here

Answer: Yes, I will send it to your e-mail address.

Thank you very much, ericleo, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear ericleo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Richville Casino representative to join this conversation.

Dear Richville Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Dear Mirka and Ericleo,

Thank you for bringing this to our attention.

We’d like to clarify that, in accordance with Richville Casino’s Terms and Conditions, the maximum withdrawal amount from a no deposit bonus is:

R$150.

In this case, although Ericleo met the wagering requirements and received a real balance of R$120, then continued playing and won an additional R$443, the withdrawal is still subject to the R$150 maximum cashout limit for no deposit bonuses, as the winnings originated from the bonus funds initially granted.

We understand this may not have been entirely clear at the time of play, and we appreciate the opportunity to explain the policy. For transparency, the full details of this limitation are available in our Bonus Terms and Conditions on the website.

Should there be any further questions or if you’d like us to provide a screenshot of the relevant terms, we’ll be happy to assist.

Best regards,

Richville Casino Support Team

Hi Richville Casino I have another question before closing my complaint, in the case of the deposit bonus where we can withdraw 5 x the amount of the bonus received, after reaching the wagering requirements, will it also be limited to withdrawing 5 x the amount of the bonus?

There is one more problem, Pix withdrawal is inactive, I went to withdraw in Bitcoin and you told me that it had to be the same withdrawal method, but it is unavailable.

Dear Richville Casino,

Would you be able to clarify, which specific term states, that the bonus winnings will be capped the second time, after meeting the wagering requirements, and being turned into a real money balance?

There is a couple of points which are relevant, when situations like this happen:

1. We believe that as soon as the player finishes fulfilling the wagering requirement of the bonus, left funds are considered real money, and if there is any maximum win restriction, it should be applied right away (which in this case should not be applied, since the bonus amount was lower, than the max bonus cashout).
2. In cases, when such cap is not applied right away, we believe that it must not be applied at the withdrawal stage, since funds in the player's account are real funds, not bonus.
3. We also believe that it is the total responsibility of the casino to enforce such restrictions, and, fi it is not possible, to warn players using pop-ups explicitly saying what players must do.
4. And the final point, applying maximum winnings cap twice is twice as unfair as applying it later. No player seeing the balance under real money in their account and having restriction already enforced once can think that they must withdraw right away or their winnings will be capped once more.

Therefore, we consider such confiscation unfair, and request payout of player's winnings in the full amount.

Dear Ericleo and Mirka,

Thank you for your follow-up and for giving us the opportunity to provide a full clarification.

First and foremost, please accept our sincere apologies for the confusion and any inconvenience caused by the earlier response. The initial information was based on incomplete data provided by the player and has since been thoroughly reviewed.

Regarding the original complaint:

• The player, Ericleo, received a no deposit bonus, which is subject to a maximum cashout limit of R$150, as stated in our bonus terms and conditions.

• After fulfilling the wagering requirements, the player had a balance of R$362.36.

• In line with our policy, the balance was automatically adjusted to R$150 immediately after the wagering was completed.

• The player then continued playing and increased the balance up to R$417.78, before requesting a withdrawal.

• Since these additional winnings were still derived from the bonus funds originally granted, the R$150 cashout limit remained applicable, and the withdrawal request was cancelled accordingly.

We understand the concerns raised regarding fairness and transparency. We recognize the importance of ensuring that bonus conditions are not only properly enforced but also clearly communicated to players at every stage. While the cap was technically enforced once — directly after wagering was completed — the player’s continued gameplay after the cap still falls under the initial bonus scope, which is why the limit remained applicable.

We acknowledge the need for clearer communication and are actively considering ways to improve the visibility of such restrictions.

Regarding the follow-up questions from the player:

Deposit Bonus Winnings Limit:

Yes, in the case of a deposit bonus where the terms specify a withdrawal limit of 5x the bonus amount, this rule applies after the wagering requirements have been fulfilled. Any winnings beyond this multiplier will not be eligible for withdrawal and will be adjusted accordingly, in line with the stated bonus terms.

Withdrawal Method Issue:

We’re sorry to hear about the trouble with the Pix withdrawal being inactive. If this option is temporarily unavailable, our policy requires that the withdrawal be made via the same method used for the deposit. To resolve this issue and explore alternative options, we kindly ask you to contact our dedicated department directly at: [email protected]. They will be happy to assist you promptly.

We appreciate your understanding and remain available for any further questions or clarifications.

Best regards,

Richville Casino Team

Hello Casino Richville, I saw that you did not send the terms that Mrs. Mirka requested, and I have already sent an email to the financial department regarding the withdrawal and have not received an answer.

Dear Richville Casino,

Unfortunately, we still consider that applying the cap twice is unfair, and if funds in player's account are called "real balance" than they must be real money. If the player would be notified via the pop-up right after fulfilling the WR that they must withdraw their winnings and deposit them back to continue playing without restriction, we would accept it, because in such case instructions are clear. However, even sole mention in terms and conditions is still not considered as user friendly and fair.

Therefore, we would expect you to pay the player the full amount of R$417.78, otherwise, the complaint will be closed as unresolved, Against Fair Gambling, which will cause a drop in the casino's rating on or website.

Thank you for your understanding.

Dear Mirka,

Thank you for your message.

We would like to respectfully clarify the following:

As clearly stated on your own page regarding bonuses and promotions (https://casinoguru-en.com/casino-bonuses), bonus offers may include withdrawal limitations depending on the specific bonus terms. You also provide an illustrative example:

"A no deposit bonus can come with a max cashout of $100. Any winnings over that amount will be void, regardless of whether you've managed to wager them or not."

This is consistent with how our system handled the player’s case.

Once the bonus was fully wagered, the maximum withdrawal cap—as specified in our Bonus Terms and Conditions—was automatically applied. The balance was immediately adjusted accordingly, and the player had full access to the withdrawable amount. It’s also important to note that the player explicitly agreed to these Terms and Conditions during the registration process.

While we understand your suggestion regarding a post-wagering pop-up notification, we must note that, from a technical standpoint, it may not be feasible to implement this feature in our current platform setup. However, we do strive to provide clear and accessible bonus terms and are continuously working on improving player transparency.

At this stage, we do not see a breach of fair gaming practices or any violation from our side. That said, we respect your role in promoting fair play and transparent operations. Should you still believe we are at fault in this situation, we are open to reviewing the matter further and will return the deducted amount to the player if proven otherwise.

Thank you for your understanding and for continuing to support open dialogue.

Best regards,

Richville Casino

Dear Richville Casino,

We do not see a reason to implement a max cashout rule after change of the balance to real money.

Furthermore, it hasn't been proven, that there is a specific term, that would state, that players should make a withdrawal after completing the wagering requirements, and deposit again to continue playing, and for the funds to be considered real money.

As mentioned earlier. we believe, that it is the total responsibility of the casino to enforce restrictions like these, and warn players using pop-ups explicitly saying what players must do. We have experience, that some more reputable online casinos enforced warnings to ensure a more transparent and fair gambling experience.

According our Fair Gambling Codex,

The T&Cs should be written clearly so that they are easily and exactly understood by players. The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly.

It is our final decision, that applying a cap twice, the first time after finishing the wagering requirements of the bonus, and then second time, after the winnings have been converted to a real money balance is unfair to the player, especially, when they were not informed about it beforehand, that is why there are two options in this case:

• player will be paid out the the full amount of R$417.78,
• or the complaint will be closed as unresolved, Against Fair Gambling, which will cause a drop in the casino's rating on or website.

Please reconsider the player's payout, and implementation of features, that would prevent players from unknowing breach of the terms in the future.

I will be waiting for your final decision. I am extending the timer by 7 days.

Dear Mirka,

Thank you for your message and for sharing your final decision.

We will return the funds to the player's balance as per your ruling. However, we would like to clarify the exact amount that needs to be returned. When the player requested the withdrawal, we deducted R$267.78—this is the amount that should now be reinstated to the player’s balance, correct?

Please confirm so we can proceed accordingly.

Best regards,

Richville Casino

Dear Mirka,

Thank you once again for your time and for highlighting the importance of maintaining a fair and transparent experience for players.

We fully understand and respect the importance of providing players with clear information. However, as we’ve previously mentioned, there is currently no technical possibility to implement a pop-up notification specifically informing the player about the withdrawal limit once the bonus is released.

It is important to note that the balance is adjusted automatically once the wagering is completed, which we believe serves as a clear indicator that the limit has been applied. Additionally, the withdrawal cap is clearly stated in the bonus terms and conditions, with no hidden clauses or ambiguous language.

That said, we do want to improve and ensure compliance with fair gambling standards. Given the current technical limitations regarding pop-ups, we would appreciate any guidance or suggestions you may have on how we can better manage this communication with players in a way that aligns with your expectations and the Fair Gambling Codex.

Looking forward to your advice.

Best regards,

Richville Team

Dear Richville Casino,

Thank you for your understanding in this matter.

If I understand it correctly, that the player's balance has been R$417.78, before requesting a withdrawal, and he already received R$150, he should receive R$267.78, as you mentioned, and it would be ideal, if he would be able to withdraw it right away, since at the beginning of the complaint it has been mentioned, that he requested a withdrawal, before the second cap has been applied.

Please notify me, when you will be able to credit his withdrawal.

When it comes to the mentioned notification, the player should be informed beforehand about the possibility, that if he does not withdraw money after finishing the wagering requirements, they will be capped (decreased to a specific amount) again. If that is a standard practise, it should be

• explicitly stated in the (Bonus) Terms and Conditions,
• a player should receive a notification right after completing the wagering requirements, that he needs to withdraw the balance, and deposit again, before playing again.

Dear Mirka,

Thank you for your message and for the detailed clarification.

We would like to inform you that the funds have been returned to the player’s account, and he is now able to withdraw the remaining R$267.78 as agreed.

However, one point in your message remains unclear to us and requires further clarification. Specifically, this part:

"A player should receive a notification right after completing the wagering requirements, that he needs to withdraw the balance, and deposit again, before playing again."

Due to technical limitations, it is unfortunately not possible for us to implement such a real-time notification. The cap is automatically applied after the wagering requirements are fulfilled, and, as outlined in our Bonus Terms and Conditions, the maximum withdrawal limit is enforced even after the bonus has been wagered/released and before any withdrawal request is made.

Players are not restricted from continuing to play after the cap is applied — some of them prefer to keep playing and have no intention of withdrawing. They simply enjoy the gaming experience and choose not to withdraw at all. For this reason, we do not impose any gameplay limitations — moreover, such restrictions are also technically impossible to implement. However, any withdrawal made is still subject to the maximum capped amount as outlined in the bonus terms.

Given that we cannot technically issue this kind of notification, we would appreciate your guidance on what alternative steps we could take to ensure compliance with fair communication standards. Would strengthening the language in our Bonus Terms & Conditions be a sufficient and acceptable solution?

We’re happy to cooperate and improve where we can.

Best regards,

Richville Team

To date, the amount of R$267.78 has not been returned to my account so that I can request a withdrawal.

I received my winnings thanks Richville and Mirka.

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

Dear ericleo,

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/www.kpvfaw.com. 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,

Mirka