ClubRiches Casino - Player struggles with account verification.

Good day.

I've been trying to verify my account for several days now, and it's being rejected..

The response I receive via email is very confusing. All that's indicated is that my identity could not be verified..

Could you help me?

Dear nicooretamozoo2017,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

• Have you been informed what specifically seems to be a problem in verifying your account?
• Could you please advise how many days ago you’ve requested a withdrawal and started the account verification? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela.

I understand that it takes time to verify the account, it is not the first casino I have played at.

The problem is that they reject some of the documents, but they don't tell me which ones.

I used the same ones to verify another casino and I had no problems, that's why I don't understand what I'm doing wrong.

If necessary, I'll paste a photo here of the documents I'm sending.

I requested the withdrawal 2 days ago, I am new to this casino and as soon as I had winnings I started withdrawing them to have an idea of how long the withdrawals take!

I fully understand your frustration, nicooretamozoo2017. However, I will set the timer for additional 9 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Good day.

I have problems with account verification, not withdrawals!

They reject my documentation.

Hello?

Could you please help me?

I have a new problem, starting today, when I try to enter my account it tells me that my information is incorrect.

I asked to change the password, I did and it still tells me that the account does not exist.

"Email or password incorrect" (THE TRUTH I HAVE NOT CHANGED NEITHER THE EMAIL OR THE PASSWORD)

Thank you very much, nicooretamozoo2017, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear nicooretamozoo2017,

I am so sorry to hear your account has not yet been verified. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a ClubRiches Casino representative to join this conversation and participate in resolving this complaint.

Dear ClubRiches Casino,

Could you please state why the player's account has not yet been verified?

Thank you in advance for providing the information.

Kind regards,

Stefan

I update as of today.

Today I was able to finish the account verification, luckily.

Now I have another problem.

I had 3 pending withdrawals in the account.

The last and largest was 135,000 Argentine pesos.

I received an email from the clubriches team telling me the following..

"I received an update from our Verification team confirming that your documents were accepted; however, as a Management decision, your account has been closed with immediate effect."

Well, from that, I went to my account (Still open), but I noticed that the withdrawal history was empty, not only that, but when searching the history by date, the history does not return anything..

That is, the money that was pending withdrawals disappeared or were eliminated by the casino.

On the other hand, the history of my first deposits is not there either, they were deleted. (luckily I have the movements in my bank account to back me up)

I have been struggling with verification for 10 days, an exhausting and stressful process, and when I am able to complete it satisfactorily, there is no money to withdraw, nor are there any records.

Anyway, I need an explanation, I'm feeling cheated.

Dear nicooretamozoo2017,

I am so sorry to hear about your problem regarding the missing withdrawals.

Dear ClubRiches Casino,

Could you state why the player's withdrawals have not yet been paid out and when he can expect the payments?

Thank you in advance for providing the information.

Kind regards,

Stefan

I'm going to get ahead of events, because I see that clubriches is not going to respond.

Under what body is this casino regulated? to make the corresponding complaint...

Dear nicooretamozoo2017,

Thank you for your response and the information provided.

The casino will have another seven days to respond. The casino tends to be responsive to complaints. Please, allow them to respond in a timely manner.

Your patience is much appreciated.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Good day!

We update the information to date:

After more than 15 days of going back and forth via email with the people at Clubriches, they have enabled my account to withdraw the balance I had pending.

Today I put the request in queue, I am waiting for the payment to be made.

What I'm not sure about is if I will be able to continue playing at this casino or if they will close my account.

I will continue to inform you as you have news.

Greetings and have a great day!

Dear nicooretamozoo2017,

Thank you for your response and the information provided.

Could you let me know here once you receive the payment?

I am looking forward to your response.

Kind regards,

Stefan

Good good.

I have received the payment

Dear nicooretamozoo2017,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan