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Hello,

I have uploaded my deposit confirmation and bank statement several times now at Richard Casino, yet I keep getting feedback that this is not valid proof of deposit, even though it's an original bank statement from my bank and a screenshot of the deposit.

Hallo,

Ich habe jetzt schon ein paar mal meine Einzahlungsbestätigung und meinen Kontoauszug bei dem Richard Casino hochgeladen und immer kommt die Rückmeldung dass dies kein Einzahlungsnachweis ist obwohl es ein original Kontoauszug meiner Bank ist und ein Screenshot von der Einzahlung.

Dear christine1988,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the requirement to provide a deposit proof is necessary as part of the verification of your casino account?
• Could you please explain what the disputed amount of 300€ represents in this situation?
• Could you please share with me your communication with the casino, including the deposit proof submitted to the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Yes, it is about the final verification of my player account so that I can withdraw my winnings of 300 euros. I cannot withdraw my winnings until the final verification. The Richard Casino asked for proof of deposit from my bank account. As discussed in the chat (I am attaching the screenshot of the chat section), I then made a deposit from my bank account with my debit card and uploaded the two requested proofs. Although it is an original bank statement in PDF and a screenshot of the detailed transfer, it was not accepted as proof of payment.

Ja es geht um die endgültige Verifizierung von meinem Spielerkonto, damit ich meinen Gewinn von 300 Euro auszahlen kann. Bis zur endgültigen Verifizierung kann ich meinen Gewinn nicht auszahlen lassen. Das Richard Casino hat dafür einen Einzahlungsnachweis von meinem Bankkonto verlangt. Daraufhin habe ich, wie im Chat besprochen ( Ich füge den Screenshot des Chat abschnittes hinzu) eine Einzahlung von meinem Bankkonto mit meiner Debitkarte durchgeführt und die beiden gewünschten Nachweise hochgeladen. Obwohl es sich um einen original Kontoauszug in PDF und eine Screenshot über die detaillierte Überweisung handelt, wurde es nicht als Zahlungsnachweis akzeptiert.

Thanks for the explanation.

If you uploaded the corresponding original PDF of your bank statement, this document ought to be accepted.

Could you please share the screenshot of the error you received when your documents weren't approved?

Thanks in advance for your reply.

Thank you very much, christine1988, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, christine1988,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. In the meantime, while we wait for the casino's response and explanation, can you please forward the mentioned PDF bank statement (exactly the same document you sent to the casino) to my email (branislav.b@casino.guru)?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Richard Casino team,

Could you please explain the player's situation in more detail? What is the reason for the casino not to accept the user's documents?

What needs to be done on the complainant's side to complete the KYC and/or withdraw her winnings? Can you provide her with detailed instructions on how to proceed?

Thank you.

Dear Casino Guru representatives,

We would like to extend our heartfelt apologies for the difficulties encountered during the player's verification process.

We fully understand how challenging it can be to navigate such obstacles, especially when you are going through the verification process. 

Let us provide some details regarding the case.

The Casino identity verification procedure requires the User to provide documents with several requirements. Depending on the type of document, the requirement may vary.

In order to verify the payment method of the player we asked for a screenshot of the deposit proof that should include transaction details from the website, app, or a PDF document, showing the following:Time and date

Amount

Sender

Merchant

Status (successful)

Transaction ID/reference number

Address bar (for web versions only)

If needed, we can provide an example to the player via email.

Additionally, since the initial proof of deposit did not display the sender, we requested a screenshot of the wallet profile clearly showing:

Account details

Your full name

Email or wallet ID

Address bar (for web versions only)

Moreover, we noticed that the player used the third-party payment. Please note that it's strictly prohibited to use other people's payment methods and such violations may lead to closure of your account with a possibility of confiscation of all winnings gained in violation of T&C.The player was asked to provide documents to verify this method.

There were:

-Photo of the credit card you used for the deposit (2 sides) 

- Cardholder ID (2 sides)

- Selfie of credit card holder with ID and note "Hi Casino Name and current date

Unfortunately, those documents were not provided.

At this moment, the player has spent the winnings on the gaming activity.

As a result, those funds cannot be withdrawn.

We would like to emphasize that we have not violated any rules and have acted in full compliance with our Terms and Conditions. As a licensed and fair casino, we always strive to ensure that all processes are transparent and in line with our established policies.

If you have any questions, please do not hesitate to reach out to our team at any time.

Kind Regards,

Richard Casino Team

Thank you very much, Richard Casino Team, for your extensive response and clarification. Everything is clear now.

Dear christine1988,

Can you confirm the above-stated, and especially that you ultimately lost your disputed funds by playing at the casino?

I am providing you with 1 timer to reply and answer my question. Otherwise, the complaint will be closed/rejected according to the gathered information.

Thank you for understanding. Looking forward to hearing from you.

Greetings,

Based on the above, we are forced to close/reject this case.

Thank you very much, Richard Casino Team, for providing information and cooperation! We highly appreciate it!

Best regards,

Branislav, Casino.Guru