Richard— player complaints: 6 in English

Player’s winnings have been confiscated. [Winnings dispute] — rejected

Player's withdrawal is delayed due to verification issues. [Withdrawal] — waiting_for_casinoguru

Player's account has been closed and winnings withheld. [Account] — waiting_for_casinoguru

The player from Germany faced difficulty withdrawing money from Richards Casino due to a request for a photo of a virtual credit card from Klarna, which did not physically exist. Despite providing alternative documentation and communicating with support for three weeks, he continued to receive standard responses. After KYC was completed, the dispute shifted to a reduced winnings payout, and we investigated whether the bonus rules were applied correctly. The casino stated that the 7% VIP cashback was subject to a 10x maximum winnings rule until withdrawal, and that the balance was adjusted in line with those terms. We ultimately closed the complaint because he did not respond to our follow-up requests and reminders, so no further investigation could be completed.

The player from Australia disputed Richard Casino's application of a maximum cashout limit on her winnings of AUD $2,700. After she had fulfilled all wagering requirements for a Tuesday Free Spins promotion and made a separate deposit without any bonus, the casino confiscated AUD $2,550, claiming her balance had become "mixed." She requested an independent review and clarification on the relevant contractual terms for this action. The complaint was reviewed by the complaint team and confirming that the casino had acted in accordance with its bonus terms, which stated that funds on the balance remained subject to the maximum winnings rule until a withdrawal was processed. Although the bonus Terms and Conditions do not explicitly state that a subsequent real-money deposit would remain subject to the same restriction. At the same time, they also do not clearly state that such a deposit would be excluded from active bonus restrictions. The casino's reduction of winnings stemmed from a bonus-related gameplay to the maximum allowed limit was conducted properly at the withdrawal stage, and the complaint was therefore rejected. The player was advised to seek clarification from the casino's support team regarding any bonus rules they considered unclear before participating in the promotion, in order to avoid any potential misunderstandings.

This is a particularly scathing report about the operations of this online casino. Note that I have many screenshots concerning the absolutely appalling service I have received from Richard Casino's supposed Support. It all started roughly 120 hours ago when I secured an amazing $11k hit through your casino. It would make complete sense to withdraw the $12000 that was accumulated, right? At that point, I began to assemble all the required documentation to secure this cash out. Driver's license, credit card faces with key information removed, and a bank statement from a favored financial institution. Little did I know that this would be the start of a cycle filled with a process ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇. Being I reside on the family farm here in central Alberta, our standard means of receiving post is via a municipal post office. All mail comes to this box address, and not directly to the farm. Also, since I'm on this farm, there are no utilities bills to my name, and my mobile device doesn't require the civic address. Neither does our pay stubs or tax returns. The only documentation I possess bearing the civic address is a void cheque which was also provided. According to the Support, the combination of the bank statement and void cheque was insufficient. Even though I also provided a video that showed me leave the house I live in, and show the government-approved civic address sign shown on the void cheque at the end of the farm's lane way. I dealt with about six different "Support" members, each more useless as the one previous. This batch of clowns tried to utilize their flowery political dialect, using words like "frustration" linked my feelings, and "fairness" when attempting to hide behind their Terms & Conditions. When really the emotion was more like rage, and this "fairness" (which by definition means giving somebody what they need) just seems like a convenient excuse ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇. Moreover, just this morning (25 September), I got my bank to customize my bank statement with BOTH the mailing and civic address. Once again, the document was rejected by the casino because it still had the box address. When I confronted the Support ▇▇▇▇▇▇▇ they quickly scurried away saying the conversations were "cyclical" in nature. This is why I am resorting to this now. Not only does resolution have to happen, but other gamers must be forewarned before sinking their first or future deposits into this casino. I want Hollycorn to overhaul the Support within this and other sketchy operations they may possess.