Richville Casino - Player experiences delayed withdrawal due to document issues.

I requested a withdrawal of 870 reais, they asked for a printout of my account with some data, my bank does not allow a printout of my data, so I took a photo with another cell phone and sent it, they did not accept, now they have requested the statement containing the address but the statement does not have the address, could you help me please Casinoguru.

Dear ericleo,

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.

• Does your bank distribute bank statements as printed documents or PDFs?
• Are you able to submit other documents confirming your address?
• Could you please share with me your communication with the casino regarding the verification of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Hi Tomas.

Does your bank distribute bank statements as printed documents or PDFs?

Answer: Yes, I've sent them for the last 3 months in PDf, but the statement doesn't have my address information, only the transactions and account details.

Can you send other documents confirming your address?

Answer: Yes, I have already sent the electricity bill.

Could you share with me your communication with the casino about verifying your account? Send emails or chat transcripts to my email at or post screenshots here

Answer: I will send it to your e-mail.

Hi Tomas my account has been verified and I have received my winnings, thanks for your help, can you mark the complaint as resolved please. Thank you very much!

Dear ericleo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru