Richard Casino - Pelaajan kotiutus on viivästynyt KYC-ongelmien vuoksi.

I have endured this recent ordeal courtesy of the incompetence from Richard Casino. This is a particularly scathing report about the operations of this online casino. I also have a multitude of screenshots concerning the absolutely appalling service I have received from Richard Casino's supposed Support.

It all started roughly 120 hours ago when I secured an amazing $11k hit through your casino. It would make complete sense to withdraw the $12000 that was accumulated, right? At that point, I began to assemble all the required documentation to secure this cash out. Driver's license, credit card faces with key information removed, and a bank statement from a favored financial institution. Little did I know that this would be the start of a cycle filled with a process worthy of a Retarded classification.

Being I reside on the family farm here in central Alberta, our standard means of receiving post is via a municipal post office. All mail comes to this box address, and not directly to the farm. Also, since I'm on this farm, there are no utilities bills to my name, and my mobile device doesn't require the civic address. Neither does our pay stubs or tax returns. The only documentation I possess bearing the civic address is a void cheque which was also provided.

According to the Support, the combination of the bank statement and void cheque was insufficient. Even though I also provided a video that showed me leave the house I live in, and show the government-approved civic address sign shown on the void cheque at the end of the farm's lane way. I dealt with about six different "Support" members, each more useless as the one previous. This batch of clowns tried to utilize their flowery political dialect, using words like "frustration" linked my feelings, and "fairness" when attempting to hide behind their Terms & Conditions. When really the emotion was more like rage, and this "fairness" (which by definition means giving somebody what they need) just seems like a convenient excuse to be fraudulent.

Moreover, just this morning (25 September), I got my bank to customize my bank statement with BOTH the mailing and civic address. Once again, the document was rejected by the casino because it still had the box address. When I confronted the Support monkeys they quickly scurried away saying the conversations were "cyclical" in nature.

This is why I am resorting to this now. Not only does resolution have to happen, but other gamers must be forewarned before sinking their first or future deposits into this casino. I want Hollycorn to overhaul the Support within this and other sketchy operations they may possess.

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear HiddenDrader,

Thank you very much for submitting this complaint and for sharing the details of your situation. I’m sorry to hear about the difficulties you’ve faced during the verification process. To better understand your case and move things forward, I would like to ask you a few clarifying questions:

• Which address did you enter in your casino profile? Please note that the casino typically needs to match the address in your profile with the address shown on your official documents.
• Were any of the documents you submitted for verification accepted by the casino?
• You mentioned providing a video showing your civic address. Could you clarify when and how this was submitted, and whether the casino responded to it directly?
• Could you provide exact dates for each submission of documents and the casino’s responses?
• Did the casino offer any other acceptable forms of address verification, and did you attempt them?
• Could you specify which games you played when you accumulated your winnings of C$12,000?
• Have you made any successful withdrawals from this casino in the past?

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

Veronika

Hi Veronika, Thank you for the prompt response.

Which address did you enter in your casino profile? Please note that the casino typically needs to match the address in your profile with the address shown on your official documents.

My PO Box was used in the profile, being our motor vehicle licenses need to be mailed out.

Were any of the documents you submitted for verification accepted by the casino?

Yes. My Driver's license and edited credit card were accepted.

You mentioned providing a video showing your civic address. Could you clarify when and how this was submitted, and whether the casino responded to it directly?

i submitted it via the support email. And my response came from the live chat support...they can't accept videos as verification.

Could you provide exact dates for each submission of documents and the casino’s responses?

20 September - Driver's license ✅️ and first bank statement/void cheque ❌️

22 September - edited credit card ✅️

25 September - customized bank statement ❌️

Did the casino offer any other acceptable forms of address verification, and did you attempt them?

yes, they offered utility bills, pay stubs, insurance documents, and tax receipts...none of which I possess because I reside on the family farm that isn't in my name.

Could you specify which games you played when you accumulated your winnings of C$12,000?

Primarily, this came from Lucky 6 Roulette by Pragmatic Play.

Have you made any successful withdrawals from this casino in the past?

No, this is my first attempt.

26 September update - Richard Casino finally agreed to verify my account without further documentation. Three withdrawals of $4,000 are currently pending, though no additional movement has occurred. Richard did restrict my access to the Support chatroom due to my desire to belittle the keyboard warriors that were acting like bots and frauds lol. No big loss...their brains would leave Hannibal Lecter starving 😂.

Thank you for the update. I am glad to hear that your account has now been verified. Could you please send me a screenshot of your transaction history, showing the current pending withdrawal requests?

Have you received any withdrawals in the meantime?

Dear HiddenDrader,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.