The player from Germany faces difficulty withdrawing money from Richards Casino due to a request for a photo of a virtual credit card from Klarna, which does not physically exist. Despite providing alternative documentation and communicating with support for three weeks, he continues to receive standard responses.
Richard Casino - Player's withdrawal is delayed due to verification issues.
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Waiting for Casino Guru to reply
2d 15h 5m 18s
Richard Casino
Safety Index 9.2 Very highCase summary
Discussion
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5 days ago
Translation
Hello,
When I made my second withdrawal (the first was €1,500), I was asked to verify my identity. Since this is standard practice at almost all casinos, it wasn't a problem.
For the deposit, I used my bank account and a virtual credit card from Klarna.
Richards Casino has been requesting a photo of this credit card since June 12th.
Since the credit card doesn't physically exist, that's difficult... (I'm surely not the only Klarna user)
Despite numerous emails and chats with support, Stampede insists on this photo or a screenshot of the card with name and number (which is also not possible with Klarna).
Since 3 weeks have now passed and despite Klarna's monthly statement, various screenshots of the payments, a photo of the card (taken with my mobile phone), and transaction confirmation from Klarna, I only receive the standard response from support.
Since I can hardly provide a document that doesn't exist (a screenshot of the Klarna chat was also sent to support this statement), I need assistance.
Automatic translation:
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4 days ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 days ago
Dear Grml,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with verification.
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.
To better understand the issue, please answer the following questions.
- Could you please confirm that you still have access to your account?
- Could you please let me know which documents you have already provided and when exactly you sent the last one?
- Have you accumulated your winnings with or without an active bonus?
- Could you please post a screenshot of your verification page so we can review which documents are already successful or still pending?
I hope we will be able to help you resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
