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 [email protected] 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

 Are you saying that your non slots games dont have a house egde?

Hello,

Please note that the payout ratio depends on the software provider and that our casino portfolio has a 98% payout ratio in average.

Kind regards,
Angela

I played at 21Dukes and was lucky enough to have won and completed wagers from their sign up bonus free spin ONLY to be told I wasn't allowed to withdraw and that it was just play-money (even though their T's & C's says otherwise) Feeling dejected i stopped playing but when i tried to log back in, i kept on getting stuck at the log in page and live support was and from then on, unavailable.

When i signed up at Vive Mon, I honestly thought that it'll be different as they are a brand new site, things would be ok. I even double-checked with live support and told them i'm a member at 21Dukes and Rich casino etc.. BEFORE placing my first deposit and was assured there weren't gonna be any issues with me playing at Vive Mon.

Turns out, the exact same scenario happened as it did with all the other sites mentioned above. That upon trying to log back into my account a day after my first deposit, i was once again stuck at the log in page. Asked Live support and was advised my account is closed. And the kicker here is: no explanation or notification given. 

My advice : STAY AWAY from this group you guys. 

Hello,

We are sorry to hear that you did not enjoy your experience with us, but we would like to look into it and see what happened. 

Since we were unable to locate your account, please write a private message to us containing your usernames and we will make sure to clarify the situation right away. 

Kind regards,
Angela

Call me a skeptic.. a simple google search will find more horror stories than one could ever need about blatant abuse of their player base and the public trust. As they say, a leopard doesn't change their spots, once a cheater, always a cheater.. once they hit you once.. they won't stop.

Things become cliche for a reason, because they're usually true in the majority of cases.

Even if they are 100% committed to being the most angelic, caring, wonderful and trustworthy entertainment provider that ever walked the planet, they're too far behind the curve.. outdated.. antiquated and even from their brief interaction in this forum.. resistant to taking the necessary steps to even begin to come close to meeting the new standards set by some of the more successful groups of today.

Thanks but no thanks.

Hello,

Our main focus are our customers and all our efforts go into providing a transparent environment for our members, but most of all a safe and entertaining one. 

We are constantly trying to provide the best online experience and I'm sure that if you give us a chance you will not be disappointed.

Give us a try and you will see that we always have a fine selection of games available on the site, the best VIP plan and perks that can always give your account a boost, as well as the best withdrawal limit and terms, that starts from $4000 per week. 

Anything you need, we are available on chat 24/7 and we will always make sure that you have a great time and enjoy your time on the site. 

Looking forward to seeing you online!

Kind regards,
Angela

Ok Ok.. so I waited a good 2 weeks before coming back to this. Thank you Angela for your message "trying" to explain the situation.

According to what you wrote. Due to my log in from several IP addresses all corresponding to different countries therefore my account was closed for non-compliance to the casino's terms & conditions?

The clauses that was attached did not mention I wasn't allowed to play while i'm not within my country of residence. And please, correct me if i'm wrong but I do believe I had used 2 devices and from 1 country.

Reiterating that I had generated discrepancies between the information provided and the ones used to log in which is in direct breach of your terms & conditions clause 3.5. My response to that is this: All details I had provided during the sign up process are true and correct. My personal details were never altered and I used the same credentials logging in. I think it is ridiculous to forbid players from using more than one IP addresses. Just about everybody has more than one devices nowadays. Connecting to various different networks in one day is not uncommon either. More importantly, if my account had flagged your security protocols, shouldn't I be notified instead just simply closing my account. Especially I had already made a deposit thus entering my payment details on your site? Since your "main focus are your players" and wanting to provide "safe and entertaining environment"

You also mentioned my deposit will be refunded and should reach me ASAP. It is now over 2 weeks and counting... I look forward to receiving my funds and gladly be on my way. 

Hello,

Thank you for getting back to us in regards to this matter.

Please note that the deposit has been refunded at the time. We have looked into it and will contact you privately with more details so that we make sure the funds reach you ASAP. 

Kind regards,
Angela

Hi

I made a deposit at 7spins casino with a full refund on 1st deposit losses with no playthrough.

After playing a bit, my account was locked and no response was received.

I sent numerous emails and have received no assistance.

User name REMOVED.

Hi Umeshd,

We're going to notify the casino. 

@Umeshd You are well aware that you are no longer allowed to submit complaints due to fraudulent Oshi Casino complaint.

You are also suspended from the forum now.

Hello,

Thank you for getting in touch with us. 

Please note that we have looked into it and the customer's account has been disabled due to the fact that our Security Team identified duplicate accounts that the customer opened on 7 Spins Casino.

Please refer to Rule 2.1.12. from our Terms and Conditions:

Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as “multi-accounting”, which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts.

Kind regards,
Angela

This casino group has been online for quite some time and I played at all casinos from this group. Managed to win max cashout of $100 from a freebie, requested a withdrawal, waited for over 5 working days and it was still pending. Made a few deposits before but stopped playing since my withdrawal was too long to be processed. I totally lost interest in them and later on I read a lot of complaints about them not paying their players. They're even blacklisted at several forums.

thanks for confirming. This player is obviously a fraduster, as this is 2nd casino ( that we know of ) where they tried to defraud and then complain in public.

As mentioned earlier the user is banned from LCB

Hello Mojo Jojo, 

Thank you for taking the time to share your experience. We are happy to hear that you won from a free chip and would like to look into what happened with your withdrawal and make sure that you received your winnings. 

I was unfortunately unable to locate your account, so please provide me with your exact username via private message and I will get back to you ASAP. 

Looking forward to hearing from you,

Angela

Dear Members

The casino claimed that this user had multiple accounts but surely his deposit should have been refunded and due to this casino having a 100% 1st deposit cashback with no wager...I believe this was the right thing to do...Apologies I am just trying to be fair to all parties.

Was the refund done? I do not wish to be in this position in future hence the questions 

Thanks for your feedback, Dino108. It is always appreciated. Can you please tell me which of the cases you are referring to? 

Hi Melissa,

I am referring to this case.

Please see attached screenshot.

Thank you for all your assistance.

Just see below and you'll see the casino rep's reply to this case. It has been sorted. 

I opened account in casinomoons.com on first week of May 2019 played and won.
I uploaded my id and bill.
I did not used credit/dedit card.
My documents approved but my withdrawal was declined.
So I emailed the casino.
They asked for print screen of the Ecopayz account and sent to [email protected] on May 20th.
I followed up with them through email and live chat.
They always say that I can withdraw but was declined after.
Chat asked for ecopayz screen capture to and that I should send to [email protected] I told the I already sent on May 20th.
They asked for ecopayz screen capture again and I emailed on June 5th to make sure that they will receive it.
I kept on asking live chat but always tell me same thing , asking for the ecopayz screen capture .
I told chat I will make public post online if they will not update my account.
I sent all documents they asked but they do not update my account.
I have been trying to verify since May.
After sending all the documents live chat told me that I can request a withdrawal and so I did. The notification showed 5 business days.
So after 5 bussiness days I tried to check my casino moons account only to find out that they close their casinosite.
I emailed [email protected], [email protected]
and [email protected] but they did not reply.
And now I do not know what is going on.
I have a have pending withdrawal of 1070 euros to ecopayz before they closed their casino site, please help me get my withdrawal!

Hello kakill,

Please private message me your casino username and we will ask The Casino Representative to assist. 

Hello,

We hope this message finds you well.

We have checked your account and found that indeed, your latest withdrawal request has been declined due to the Verification Process. The Verification Process falls into place for accounts with pending payouts and it is a standard procedure that can be performed up to twice per year.

Security and Management will thoroughly review the account and all account activity during this additional verification, including the documents that you have previously sent, verification that plays a vital role in our constant efforts of ensuring that the withdrawal process is smooth and safe for all our members.

In the meantime, please place a new payout request, it will be reviewed as soon as soon as the Verification Process ends and we will update you on its status as soon as it has been verified.

Should you need additional information or have any questions regarding your account, please do not hesitate to let us know.

Regards,
Casino Rep

Hello everyone, you have indicated that Vive Mon Casino accepts players from Belarus, but this is not so. Please correct.

Hi coolka,

Thank you, we will check with this info with The Casino Rep and update the list of restricted countries accordingly. 

Thank you, I'm sorry, I’m not guided too badly here, tell me, please, the topic about countries restriction. Simply, there are other casinos in which Belarus is limited :) And I would like to add to the list.

Hi coolka, 

You're welcome. Please make further posts on this subject here. 

Hello,

We hope this message finds you well.

The Accounting team has notified us that you have not placed a new payout request. Please make a withdrawal request and it will be reviewed as soon as possible, we will monitor your account and we will update you on its status.

Should you need additional information or have any questions regarding your account, please do not hesitate to let us know.

Regards,
Casino Rep

Hello when I tried to open casinomoons I get this :
Important NOTE
Unfortunately, Casino Moons does not provide any services near you, but we have found an exclusive offer just for you. Create an account and get up to 100% bonus + 100 free spins !

Request a quote

We apologize for the inconvenience and thank you for your understanding!

Customers with funds in their account who are eligible to withdraw money are kindly requested to contact Customer Service by emailing [email protected] .

please make manual payout request form me, thank you.

Hello,

Thank you for getting back to us.

The Accounting team emailed you with further information regarding the withdrawal.
Thank you for your patience and understanding.

Regards,
Casino Rep

I am happy to report that the casino has paid in full!

They called and made it all clear. I think it was just a misunderstanding. This casino is good. 

Thank you very much!

Hi kakill,

Happy to hear that, enjoy your winnings! 

Dear LCBers,

We are happy to announce that Revenue Giants group (Rich Casino, 7Spins, Winward Casino, 7Reels Casino, Casino Moons, Thebes Casino, 21dukes, Vive Mon Casino) has passed our long probation period successfully. They improved their T&C as per our request, their customer service is more efficient and ready to help now and what's more important all players' complaints have been resolved. 

We kindly invite you to share your feedback with us in the future as well.