Rich Casino - Player has a problem with his withdrawal.

Hi,

Please help me.

I did my withdrawal 18.08.2018.

I was told it was declined and must send them my personal docs which I did.

They asked me to do the withdrawal again 22.08.2018 which I did.

I have mails from them saying that docs was approved and that I will have my withdrawal today.

Now I get a mail that my withdrawal was declined and that I must wait another 10 days and I sure there will be another decline by then

This is totally wrong - why lie to me ? 

Please help me get my withdrawal paid please.

Hello Keeroshen.

Thank you for submitting your complaint. Could you please tell me which of your documents were approved? Could you also let me know what was the reason for rejecting the second withdrawal?

Thanks, Matej

Casino.guru

Hi Sir, 

My ID, proof of residence, skrill account and bank card proof was approved. 

They declined both stating declinded due to verification yet makes no sense as they approved all my documents. 

Since 18.08.2019 I am waiting for them to pay me out without any joy. 

Appreciate any assistance herein. 

Regards, 

Hello Keeroshen.

Could you please send me your communication with the casino to matej@casino.guru 

Thanks

Will do now

Thank you,

We gave Rich Casino 0d 0h 0m 0s to reply

Hi Matej,

I see that they neglected to respond.

Kindly advise on the next step herein ?

Thank you,

Hello Keeroshen. 

Sorry that it takes so long. We spoke with a casino representative, and they are investigating your case. Soon you should receive a response from them.

Noted with thanks 

Hello, 

We hope this message finds you well.  

We have checked your account and found that indeed, your latest withdrawal request has been declined due to the Verification Process. The Verification Process falls into place for accounts with pending payouts and is a standard procedure that can be performed up to twice per year. 

Security and Management will thoroughly review the account and all account activity during this additional verification, not only the documents that you have previously sent, verification that plays a vital role in our constant efforts of ensuring that the withdrawal process is smooth and safe for all our members. 

We noticed that you have also placed a new payout request, it will be reviewed as soon as soon as the Verification Process ends. 

Should you need additional information or have any questions regarding your account in the meantime, please do not hesitate to let us know.  

Regards,

Rich Casino

When will I be paid? 

Hello,

We hope this message finds you well.

Please note that the Verification Process has ended today and your withdrawal request has been approved, the funds should have already reached you.

Should you have any further questions regarding your account, please do not hesitate to let us know. 

Regards,

Rich Casino

Well received 

Hello Keeroshen. 
Based on the conversation above, can we close the complaint?

Yes please 

I would like to thank both parties for quick reactions and resolving the complaint.