Richard Casino - Pelaajan kotiuttaminen viivästyy vahvistusongelmien vuoksi.

Have been making withdrawals fine up until now they have asked me to verify my credit card I sent the photos of the card which they were happy with. They then told me they needed a pdf statement showing the deposits which I was happy to do. So I asked them what dates and times the deposits were made so I could do it. First they wouldnt give me that information it took hours to get out of them a date which was the 31 dec 2024 so I checked my bank statement and there were no transactions made on that date. They then said January so I looked up January and again nothing. I usually deposit via bank transfer or pay id but for some reason must have used the card I don't remember using it. If there were transactions for that date it should show up on the statement. They are now refusing my withdrawal because I don't have any statement to show those deposits.

Dear Stevieboy

Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and the verification process.

To get a clearer understanding of the situation, could you please provide more details?

• Have you ever used the credit card in question for deposits to this casino in the past? If so, do you recall approximately when?
• Did the casino specify whether the deposit amounts they’re requesting proof for match any deposits you made using other payment methods, such as bank transfer or PayID?
• Have you been able to withdraw funds from this casino in the past using the same payment method? If yes, when was your most recent successful withdrawal?
• Do you still have access to your online banking account? Sometimes, bank statements from online banking portals provide more detailed breakdowns than PDFs.

Do you have any communication with the casino—such as emails or chat transcripts—where they confirmed the need for specific verification documents? If so, please forward them to petronela.k@casino.guru for us to review.

Your cooperation and details will help us approach the casino on your behalf and understand whether their request for proof is reasonable and aligned with their terms and conditions. If we need to escalate the matter, having complete information from your side will be crucial.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

They have now fully verified me and since then I have won 4000$ their max withdrawl they are now trying to get me to withdrawal 1000$ a day for 4 days instead of just withdrawing the money they have been holding this withdrawal all day as pending saying they need to do extensive checks and that it might take a long time to come through I'd I don't listen to them and their terms of service. What should I do I know they want me to play down the remaining money

I have all manuscripts of our conversations too

Hi Stevieboy,

Thank you for keeping me updated. I can understand how frustrating it must be to go through verification, finally get it approved, and now face delays with your withdrawal.

To better assess the situation, could you confirm:

• When exactly was your verification fully confirmed?
• Since when has your withdrawal been pending?

Many casinos have structured withdrawal limits and security checks in place, especially for larger amounts, which can sometimes extend the process.

Looking forward to your response.

Dear Stevieboy,

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 we must reject this particular case due to the lack of response from the player to our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.