Richard Casino - Das Spielerkonto wurde geschlossen und das Guthaben fehlt.

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Hello,

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.

• Is the casino claiming that you never had an account with them at all, or was it simply closed?
• Did you create a second account with Richard Casino after you lost access to your original account?
• Have you contacted the casino from the original email address regarding the missing withdrawal, and if so, did you receive any response?

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,

Attila

Hi Attila,

I have another urgent update showing how Richard Casino is acting in complete bad faith to avoid paying me my $1,015.

Frontline agent Ethan just emailed me again. He subtly hinted at 'scams or fraud' simply because my account has a keyboard typo. He then asked me a ridiculous question: to confirm if I can log into the misspelled, non-existent email inbox—even though his own supervisor called me on the phone and admitted they know the email is a typo and that they have my $1,015 balance.

The casino is openly playing games. They have my valid government ID, they have my cryptographic Apple Pay tokens proving I own the depositing device, and they have admitted they are holding my $1,015 cash winnings. Yet, they are using a standard frontline copy-and-paste script to stonewall me over a spelling mistake.

I request that Casino Guru fast-track this ticket to their corporate headquarters immediately. If their system cannot change a username, they must be forced to process a manual bank wire or crypto payout to my verified identity. Thank you.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hi Mediator,

I am writing to provide another immediate update. The female supervisor from Richard Casino just called my phone for a second time.

During this call, she explicitly questioned why I had stopped replying to their support desk emails. I looked her in the face over the phone and told her directly: I stopped replying because her frontline agents (Ethan, Romeo, Gabby, and David) are repeatedly copy-pasting the exact same questions and running my case in circles.

I informed her that I will no longer engage with their repetitive email scripts and that I am strictly waiting for their upper management to authorize a manual backend payout of my $1,015 to my verified identity.

I am keeping this fully documented on the public board so it is completely clear that I am active, verified, and refusing to let them run down the holiday clock with empty loops. Thank you

Please be aware that the volume of messages you have posted in this thread makes it challenging for us to navigate the issue effectively. We understand your frustration and eagerness to resolve this matter, however, when a substantial amount of information is provided that is not directly related to the core of the issue, it inadvertently slows down our resolution process. In future instances, we kindly ask that you present your responses in a concise manner and only when requested. Thank you for your understanding.

Thank you for the additional information and I apologize for my late reply.

Could you please clarify the following:

• When did you first realize that the email address registered on your original casino account contained a typo?
• Did you contact the casino immediately after discovering the incorrect email and ask them to correct it?
• Could you please forward your communication with the casino regarding the incorrect email address and your attempts to recover the original account?
• Do you have any evidence showing that the casino confirmed the $1,015 balance belongs to the account registered under the incorrect email address?

You can forward the relevant communication and evidence to attila.g@casino.guru.

Thank you for your cooperation.

Best regards,

Attila

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear Lmando_helma,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Richard Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

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

Dear Lmando_helma,

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,

Martina