ClubRiches Casino - Pelaajan asiakirjat on toistuvasti hylätty KYC:n osalta.

Hi!

I played in this casino and got some winnings and now I can not withdraw my money for more than two month.

I uploading all the documents that casino is requesting, but they rejecting them. I already uploaded my ID, Selfie, proof of address, selfie with proof of address, bank statement and a selfie with it, but they always rejecting.

Can you please help me to complete KYC with this casino?

Dear Pulina, 

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 takes KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise if any of your identity documents have been approved by the casino? Please specify when exactly you sent your documents and what is their status (rejected/accepted).

Have you provided all the required documents as soon as possible and in the correct format? 

When was the last time you communicated with customer support regarding your 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, 

Veronika

Hello Veronika,

Thank you for your response.

I uploaded my ID, selfie with ID and proof of address. At first they accepted them and I requested a withdrawal but then they asked to send selfie with backside of ID. I uploaded it as soon as possible. After that casino asked me to upload selfie with proof of address which should be stamped. It took me some days to get stamped account statement from the bank which I provided as a proof of address. So I uploaded selfie with stamped bank statement but they rejected it as it was not signed by issuing institution. Bank could provide the statement only with a stamp which is official and works with other institutions without any issue.

Thank you for your reply. Before we proceed with your case, please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

Dear Veronika,

I sent email communications with ClubRiches regarding account verification to you.

Please, also take a note that at first they verified account successfully.

Thank you for your reply.

In the last email from April 11, the casino asked you to sign the proof of address from an issuing institution. Am I correct that you haven't sent this document to the casino yet?

Dear Veronika,

They asked me to send selfie with proof of address. I sent a bank statement with bank official stamp on it but they rejected it.

Thank you very much, Pulina, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi Pulina,

I've just reviewed your case and am sorry to hear about your struggles with verification. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ClubRiches Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify in what format you initially requested proof of address? What was the reason for asking for additional documentation after the player's account was verified?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear Pulina, I have just been informed by a casino representative that your account has already been verified. According to them, you have claimed a deposit bonus but your withdrawal request was declined due to missing wagering of the deposit. Supposedly, you were informed about it via email.

Could you please elaborate? Have you used a welcome bonus? Have you recently received any emails from casino support regarding wagering?

Yes, I played with the welcome bonus, but my winnings were generated from the reload bonus - my second deposit to the casino I made on 29th of March (150 EUR).

No I did not received any kind of information regarding the incomplete wagering of the deposit, only I got the email that my documents are rejected.

Additionally to that, today I wagered my deposit one time according to the terms and conditions. (However it was done before, as I played quite a lot.) But I still can not withdraw my money.

Dear Natalia,

Short update regarding situation at the moment.

I requested a withdrawal and casino started verification process again. I uploaded necessary documents that are requested on the website. At first they accepted my documents and sent email that documents are verified but then sent email that my identity couldn't be verified: Hi Erika P****, we need another identity proof from you.

We've reviewed your uploaded documents. Unfortunately, your identity couldn't be verified due to: "Unknown reason". This is their last email. They request photo of me holding a valid Proof of address with stamp and signature issued by an institution. As I stated previously I provided selfie with bank statement to them but it was only with bank official stamp and casino rejected it. I cannot provide statement with signature because the institution can issue the document only with official stamp.

Dear Pulina, could you please specify how you got the document? Have you been to your bank and asked for a bank statement? Or have you printed it out by yourself?

Do you have any other documents that can be used for proof of address?

Hello Natalia,

Yes, you are right, I was in the bank branch and got document with stamp there. It is original document that I am holding in selfie.

I have utility bill but it is electronic version and casino requests printed one signed and stamped by authority.

I cannot provide any other official document rather than stamped bank statement at the moment.

Dear Pulina, could you please specify if you can get a reference letter from your bank, confirming that you are their client? It needs to contain information about you (your name, full address, other contact details, and details about your account), the bank may have a template for this, but I'm sure you can ask them to provide some similar document even in a free form, mainly with both stamp and signature of the institution.

If you can request such a document from your bank, we will ask the casino to use it for your Proof of Address verification.

Dear Natalia,

I am dealing with the bank to get a reference letter and will send it to you and casino as soon as I get it.

Thank you for advise.

Thank you, Pulina. I'll await your message.

Dear Pulina,

We have reviewed your account again and your Proof of Address is now accepted. Your account is verified.

We really appreciate your patience on this matter.

Thank you for visiting Club Riches.

Best Regards,

Club Riches

Dear Natalia,

The current email associated to Club Riches is incorrect. Could you please kindly change it to help@clubriches.com to ensure prompt delivery?

Thanks for your help in advance.

Best Regards,

Club Riches Support

Great! Thank you.

I requested withdrawal. Please complete it.

Regards

Thank you for the updates, ClubRiches Casino. The email was changed to the one you provided.

Dear Pulina, let me know if your withdrawal request will be successful. I hope it will be processed very soon and you'll receive your winnings.

Dear Natalia, thank you for changing the address, the latest updates were well received.

Dear Pulina, your withdrawal has been processed successfully. We sincerely apologise for the delay you endure.

Best regards,

Club Riches Casino

Withdrawal is received. Thank you for support.

Dear Pulina,

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,

Natalia

Casino.Guru