Probation [ successful ]: RichCasino|7Spins|Winward|CasinoMoons|ThebesCasinio| Vive Mon Casino

Hi LCB'ers,

This is a group that had many issues in past ( some of their casinos were part of the problematic TopGames Casino group, e.g. RichCasino. ).

For the record, We have been working closely with this group in order to significantly improve their Terms and Conditions, reduce the withdrawal times and increase the withdrawal limits. The terms got improved but there are still some somewhat problematic rules and their interpretation that we would like to see gone.

They used to have really low withdrawal limits of $500/week, which is now increased to $4,000/week. They still have the pending time of 48hrs which is not great but not uncommon. The good thing is they are open to talk about further improvements.

This is why we decided to place them on probation and invite LCB'ers to pass their own judgment and let us know about any issues or complaints and things that still need to improve. Also any positive feedback is also welcomed.

They assured us that any potential complaints will be sorted in a timely fashion and there is a dedicated Rep that will be addressing all concerns.

The usual probational period lasts 3-6 months depending on the history of the brand(s). In their case and having in mind the magnitude of their group and seriousness of past issues it will be for the period of 6 months.

Rich Casino
7Spins 
Winward Casino
7Reels Casino
Casino Moons
Thebes Casino
21dukes
Vive Mon Casino

We invite our all our membership to ask questions, dissect their rules, send their proposals and find what they deem good, bad, mediocre etc.
This does not mean we are recommending them yet, it means we want to give them a fair chance to sort things out and see how the LCB community feels about them.

So fire away!

Cheers
Zuga

I guess I will be the first to comment   frankly i am bit sceptic but any positive changes will get a thumbs up from me.

I just found this rule https://www.richcasino.com/en-RS/terms :

" 7.4. Any complaint, demand, inquiry or request (the “Complaint”) made by a User regarding any reason that may arise from the usage of the Services and Software shall be registered at Company, by any of the available means, in a timeframe that may not exceed seven (7) days from the completion of the respective transaction, incident or event (the “Incident”) that generated the Complaint. If the User doesn’t register the Complaint in the above mentioned timeframe, the Complaint shall not be taken into consideration. "

So the obvious question is why would you have this unfair rule? I believe if you honestly want to help players you must remove such rule.

Was it this group that had some pretty unfair terms to regulate bonus play and abuse, can't find them now, so I suppose the rules are gone? If so, that's great! But I'm seeing some mention of prohibited ''betting systems'' and advantage play on the FAQ page of Rich Casino, so wondering what's the current situation with that. I'm all for second chances as long as casinos show willingness and enthusiasm to work out their issues, and of course as long as there are results. 

how much is the minimum withdrawal for ewallets? I can't find that information anywhere on their website.

I tried to contact them via live chat for two days, but there is no one there

Hello,

Thank you so much for your feedback.

Please note that the rule is in place so that it encourages customers to address any matter as soon as possible, as it makes it easier to follow and solve. We are working with third party providers that we need to check every matter with, so any issue that might be, the sooner addressed, the better. We do however accept any question, concern or complaint via email to support@richcasino.com and it will be looked into in the shortest period of time, whenever they might arise.

Once again, thank you for your feedback and please know that it has been forwarded to management and will be taken into consideration for future Terms and Conditions adjustments.

Kind regards,
Angela

Hello,

Thank you for your feedback.

Please note that the rule is in place in order to prevent any abuse of the system, as all games should be played in the spirit of fairness and of winning based on luck. This is in order for all members to have an equal chance at all times.
In order to always give any members a second chance, we always notify them as soon as we become aware of the said situation and we try to work through the situation with the customer.

We always see any member on our site as a partner and any given situation shall be handled accordingly. Moreover, we encourage customers read the Terms and Conditions thoroughly in order to make sure that all terms are clear, and we are always at your full disposal via email before the account creation, and via chat as well after the account has been created.

For any other concerns or questions, please do not hesitate to let us know and we will look into it as soon as possible.

Kind regards,
Angela

Hello,

Please note that the minimum withdrawal amount for online wallets is $50.

In order to find information about any withdrawal methods available, please go to the Banking page, right on the site. 

Kind regards,
Angela

thanks for being here to reply. I am glad we have someone to answer all the tough questions. I will be honest I am bit sceptic when it comes to your ways, and hope that You will take players feedback seriously.

I cannot say I agree.  Your rule clearly states that : "  in a time-frame that may not exceed seven (7) days " The key phrase being: MAY NOT.  This gives you the right to refuse any complaints that are not submitted in 7 days time-frame. This rule is bad and too restrictive and does not take into account many factors as to why someone did not address the issue within 7 days...

Thanks again for being here to address all the issues.

Thank you for your reply.

In the banking section, I only see minimum withdrawal amount for bank transfer, check and electronic check

Hello,

We believe that 7 days generally gives enough time to collect all the information and submit the complaint. Moreover, should an issue arise, there are chances it impacts more than one person. In order to properly manage the full extent of the situation we would need a prompt reaction from our customers, implicitly a prompt report of the issue from the the members, so that we are able to fix whatever situation as soon as possible.

This does not mean that we would neglect any sort of complaints received after the period of 7 days. We will handle any sort of report or claim that any of our members have, in a timely manner.

Kind regards,
Angela

Hello,

Thank you for letting us know, we are curently looking into it and we will have it back on the site as soon as possible. 

In the meantime, whatver information you need, I rest at your full disposal, as well as my collegues on Live Chat.

Kind regards,
Angela

If this is really the case then please remove the rule from your terms. What is problematic about this rule is that you explicitly say that players may not exceed seven (7) days .

Hello,

Thank you very much for your feedback. Please note that we have sent your thoughts on this matter to our management team and the seven days term will be changed to one that will allow more time for our members to get in touch with us. 

Kind regards,
Angela

math teacher here. Please explain how betting systems are favoring players? If this was actually the case trust me i would be a millionaire.

Can you also explain what does this mean: 'all games should be played in the spirit of fariness and of winning based on luck'. Are you suggesting that there is a way to crack your RNG? If so then You must have your RNG audited again. Because to my knowledge all casino games have the house edge and are using random number generator, thus all winnings are by definition based on pure luck and no system can change that.

TBH whom ever wrote these rules either has no knowledge of basic mathematics or have some other plans in mind.

Hello,

First of all, happy holidays to everyone! :)

@budala, the rule is in place as we need to take into consideration that we don't have only slot games and we never spare any precaution when it comes to making sure that our site is a safe environement from any point of view, for all our members. 

Kind regards,
Angela