The player from Italy faced difficulties withdrawing her balance of 305 EURO after her account at RichRoyal was closed. She had provided multiple forms of identification and documentation as requested, but the casino claimed that there were no names on the transaction list from MiFinity, despite her efforts. The issue was resolved as the player marked the complaint as resolved, indicating that the withdrawal problem had been addressed satisfactorily. We acknowledged the resolution and closed the complaint in our system. The player was encouraged to contact us again if any future issues arose.
Rich Royal Casino - Player's withdrawal is delayed due to account closure.
Resolved
Our verdict
Case closed
Amount: €305
Rich Royal Casino
Safety Index 6.5 Above averageCase summary
Discussion
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yesterday
My account at RichRoyal was closed, but they agreed to pay out my balance of 305 EURO. We communicated via email and I have provided multiple photos of myself and my ID document including photos with my + ID + their website visible on another device. They requested MiFinity transaction and I sent first a screenshot from the website, then a PDF downloded from Mifinity's Statement option. They now say there are no names on the transactions list. I literally cannot do anything about it. This is what MiFinity offers as a Transactions Statement, it is not in my control. They accept MiFinity as a payment option, I cannot tell them what to include or not to include on their statements.
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9 hours ago
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9 hours ago
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.
- Have you made any successful withdrawals in this casino?
- Did you pass the verification before you lost access to the account?
- Did you accumulate your winnings with or without an active bonus?
- Is the Mifinity transaction list the final step in the verification process?
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
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9 hours ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear 7ilen0,
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,
Attila
