Richville Casino - Pelaajan kotiuttaminen viivästyy ylimääräisten vaatimusten vuoksi.

I believe that they are requesting bank information beyond what is needed for payment via e-transfer. i have already sent screenshots of my RBC profile showing that all my info matches the information i submitted to be verified. i now have 600 bucks sitting there and i am very worried that this will hinder the payment being to me. i have told them the i will not give them access to my account via the void cheque info they requested. this is because i paid the via e-transfer and that should only require my e-mail address which they already have!

this comes from their own terms and conditions-

(6.8. Withdrawals will be made to your bank account or other withdrawal methods available to you in "Cashier". The withdrawals are processed by the method used by the user to deposit funds into Account balance.)

what should i do to resolve this setback?

Dear Beowulf,

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

• Could you please list which documents you have already provided and when exactly you sent the last one?
• What other information did the casino request on top of the screenshot of your personal profile in the bank?
• Could you please share with me the relevant communication from the casino regarding the requests for documents?
• 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 resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

I have sent an email to you as requested. Regards

Thanks for your reply.

Have you saved the communication where the void cheque is requested from you, and the issue is discussed?

Could you please share it with me as well?

issue was resolved, and payment has been paid via Interac E-transfer as requested. thank you for your help thus far.

Dear Beowulf,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru