ClubRiches Support and Complaints Thread

Hey Community! 

Joanna here from ClubRiches Team. Please feel welcomed to enjoy the membership in our club at! 

It's a pleasure to welcome customers and provide them with a fresh choice of games from the top providers out there along with some great customer service. 

Please do not hesitate to address to me any issues or questions you might have. 

Welcome to our forum, ClubRiches. Thanks for signing up. 

Hi Joanna! Welcome to our forum, glad to have you here 

Welcome on board Joanna! 

Welcome to the LCB forum, Joanna! 

Welcome to LCB! 

Welcome to the LCB forum, Joanna! Thank you for being available to assist our members! 

Welcome to our forum, Joanna! 

Welcome, nice to have you here 

Welcome to the best forum Joanna

Welcome to the LCB forum, Joanna

Hi Joanna! Welcome to the LCB forum! 

Hello Joanna, welcome to LCB :)

Hello,

sorry for writing here but No Despoit thread is already locked.

I have signed up via this link today and I was able to receive the 20 no deposit freespins on Book of Dead still today despite it appears expired.

Please what is the situation then? I am afraid i dont understand it pretty much.

Thanks

Hi foofoobarken,

There was an issue with the bonus, therefore, we closed it. We'll check with the casino if the bonus is good to go but please note we are not responsible if something goes wrong or you face an issue with withdrawing it. 

I have had a terrible experience at the casino Club Riches, since I won a life changing amount of money on the site.

Due to system errors at the casino they have withheld my winnings not once but twice.  

This is the story surrounding the saga thus far ;

My first initial problem where the money was stolen, was a pending lost bonus that was not cleared by the system, the chat reps at Club Riches after much deliberation finally added a 'manual' bonus to my account and the winnings were restored.

However....I started to wager the rest of the bonus, and after I wagered quite a chunk of the requirement I checked the wagering status, it showed I had wagered 1400 eur, I knew that was incorrect as I was not sure the exact amount I wagered, however I knew it was much more than 1400 eur, the chat support staff could only see I had wagered 1400, I indicated that the system error is persisting now with wagering as well as pending bonuses.

I have had an alarming email from Dennis in relation to my casino wagering, it  has been an unpleasant experience from start to finish.....this is his email to me....I must reiterate that this email was sent to me AFTER I had chased at least 5 times prior on chat voicing my concern about the expiry of the bonus/potential voiding of winnings whilst the investigation took place.

Dennis (ClubRiches)

Nov 22, 2022, 12:28 GMT+1

Hello Selina,

We are contacting you from ClubRiches Customer Support.
 
After escalating and conducting an investigation into the issue you had raised with us, we found out that the wagering requirements weren't reflecting correctly due to a display error. Your wagering was still being recorded and calculated correctly in our back office. 

Unfortunately, you did not complete your wagering requirements in the allotted time period - over the 3 days, €18,740 was wagered which is less than the required €25,805.
 
We would like to inform you that we count this case as closed and if you need further assistance with future queries, you may contact our customer support.

Best regards, Dennis
Club Riches Support Team

Firstly I had my winnings removed because of a system error on a lost unrelated bonus, that was later rectified and a manual bonus was put in place, however when I discovered there was yet again another system error with the wagering of that bonus I contacted the chat support staff.

The bonus stated I had only wagered 1400, whereas in reality i had wagered over 10,000, this was an error again by the casino, on more than 4-5 different occasions in the last 4 days of the investigation I expressed my concern that I only had 3 days left to wager my bonus, I didnt know exactly at that point how much I had wagered and how much more I needed to wager, because the chat staff could not see the correct wagering either, but I knew it was more than 1400.

I asked on 4 different occasions that I needed reassurance from the chat support staff that my bonus would not be lost and winnings accrued while they are investigating this error, EVERY time they reassured me that the bonus and winnings would be not lost or  the bonus would be reinstated while the investigation took place.

One of the people that confirmed this was Dennis....this is the same person that wrote the very final email to me about the fact I had not wagered in time and the matter is closed, Dennis was also one of the people I spoke to who confirmed the bonus would not be lost even if it goes past the expiry date whilst the investigation takes place.

You will be able to ascertain this from all my chat logs with CR in the last few days (of which I have attached below) and proof that it shows my concern about the bonus expiry and being reassured by Victor that it would be reinstated if need be.

And when Dennis says that the wagering was being 'correctly calculated in their back office' this whole time, its a bitter pill to swallow, not once did any chat support rep divulge this information to me, if that was the case...they should have told me that on chat whilst the investigation was taking place. and they would have been able to identify how much wagering I had done specifically and I would have willingly wagered the exact amount, but I was just being told that they see 1400 being wagered and it is being investigated.

The email from Dennis at CR very conveniently came to me the morning after the expiry of the bonus, where he told me my wagering was not complete, winnings voided and the case was closed.

So how can I be punished and winnings voided if you they asking me to complete wagering, for a amount of wagering that became unknown, I did not know how much I had to wager and neither did the support staff, I have shown proof below and there is 4 other chat conversations supporting this.

They have removed my winnings twice as a result of system error and I fully expect my winnings to be restored again like the previous error.

Hello SelliGirl,

Could you please send us your casino username via private message, so we can get in touch with casino representative.

did you reach out to them ?

thanks

Hello SelliGirl,

Thanks for sharing your credentials. We have an email to Casino Rep regarding your issue, and once we get a feedback we will get back to you. Please keep an eye on this thread.

Happy New Year!

We just sent a reminder email SelliGirl, so far no updates. Keep you posted. 

Any news from them?

Hey SelliGirl,

Casino Rep got back to us and said that they had a few changes in their team, so that might have resulted with the small delays, but very fast they will get back on track and will try to provide the customers with the best service. Once we get some feedback from them regarding your case we will inform you. Keep you posted.

Hey SelliGirl,

We are still waiting for the newest update from Casino Rep. We will let you know when we get a response. Keep an eye on this thread.

Hey SelliGirl,

We are still waiting for the newest update from Casino Rep regarding this matter. Keep an eye on this thread.

Hey SelliGirl,

We still haven't heard back any news from Casino Rep. We will remind them that we are expecting some proper information regarding this case. Please keep you posted.

Hey SelliGirl,

Casino Rep got back to us and said that your case will be sent once again to appropriate department to be reviewed and finally resolved. We will keep you informed.

Hey SelliGirl,

We still haven't been provided with the information about this case. We will send them a reminder and once we get a response we will let you know. 

Hey SelliGirl,

Unfortunately we need to close this complaint due to Casino unresponsiveness.

We will reopen this case once we get some proper information regarding this matter.