Richville Casino - Player’s withdrawal is delayed.

I am concerned about what is happening with my withdrawal.

I requested a €300 withdrawal 12 days ago, and it is still pending. Every time I contact live chat, I receive a different explanation and a new excuse for the delay. No one provides a clear reason or a specific timeframe for when the payment will be processed.

I understand that verification and payment processing can take some time, but 12 days for a €300 withdrawal is excessive, especially when support is unable to provide consistent information.

At this point, I am worried that the casino may not intend to pay my winnings. I would appreciate Casino Guru's assistance in resolving this matter and obtaining a clear explanation from the casino regarding the status of my withdrawal.

Thank you for your help.

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Dear Zingazun23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Zingazun23. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Zingazun23,

I'm sorry to hear that you still have not received your winnings. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC procedure?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I played with the bonus... but not first deposit bonus, but invitation bonus. Yes, I. have passed the KYC verification more than a year ago.