Rich Casino - Player has withdrawal difficulties.

Fri, 01/31/20 10:49 am

Good day  Name   :  Wayne ******lUser id  :  ******ail     :  *******@yahoo.com

Ok so now where do I begin  to  Express my deep dissatisfaction  with the service  I have received regarding  my withdrawal  of my winnings  using Richcassino .

Being a first  time client using  your onlineCasino .
 It all started  few weeks back while browsing online for  on the internet  I came across what seemed to be at the time a really  good online cassino  namely richcassino.  
I filled out the registration  and was awarded  25 free spins. Free from any obligation  to deposit wich at the time I thought  it was great.
So a few days later arround the 22 or 23rd I deceiced  to deposit an amount of 1200 or there about.  With  the guarantee  of cash back  should I have lost that initial  amount to the house namely  richcassino. 

I played down to my last amount. And then informed  the chat agent who at the time seems very  helpful  and egger  to assit will any concerns I had at the time.

 I thought  to my self wow this is exceptional  service  way better than the service received  at  casinos i had been to around the world.

So played thur my cash back and when I got down to about r300 I hit a super amazing  bonus wich took my balance  up to about  R6501

I then thought to my self  let me test the withdrawal  and see of they would  hounor the  payment  as I had read the terms 
And I quote

3.11 You must have all required documents on file before requesting a payout. Should any information mismatch occur on a Rich Casino’s User’s account, Rich Casino is entitled to request additional documents in order to prove the identity and payment used on her/his other account registered within the same management company of the network of sites, prior to approving any withdrawal request.

End quote
And I spoke to a chat agent  who guided  me  regarding  the documents  verification  process.After wich I requested  a withdrawal.So my available  balance  went from R6501.00 to 0
And moved to a pending  withdrawal. 

I thanked  the agent. And was excited  that I found a place that I could  play and receive  helpful  service..

 I asked the agent if there was anything  else I needed  in order  to faccilatate  the withdrawal IE.  Further  document. 
The agent said they received  all that was required 

After  wich  they said it will take upto 5 working  days to process

 I thought  ok well maybe  it will not take that long. So daily I spoke to various chat agent  Asking questions  regarding  a bigger  deposit  And enquired  about the free spins ect..

So on the 30 my funds were set to clear. 
HERE IS WHERE THE ABSOLUTE  NIGHTMARE  BEGINS 

 I go online to check the status  of my withdraw  and then see that the R6501. Was returned  to my cassino  account.. in my shock I get hold of the chat agent to find out what was going on...

 I then get feed a b@#$$  story about me not vefying  my skrill account.   Wich I know for a fact I did as I sent a email with it to the required email and had asked the agent  if there was anything else  required..

Proof I had sent it and the chat relating below

 They then tell me I the did not receive  it.  On that day...

And basically  the agent surmised  I was lying  regarding  this.. I then forward  screen shot of my mail box and was going to go to my computer  to take a screen shot  of the Email read receipt.

Anyway few moment later  the agent said he show the email above to someone and it was now approved.. 

 Ok then he -she told me I must fill out a voucher And email it to security@richcassino.com wich I did and they replied 

I received a ticked now starting  everything  was verified 

 Okay getting  to this point I thought   ok so now they will do a payment  to my skrill  account  
And all was well and the agent sorted out the issue  as to keep me the client  happy...

Only to be told that I must wait a future  5 business  days for  my withdrawal  to be considered...

So now at this point I I super angry  being led down the garden  path again.  I told the agent he can have the money  as my intention  is to post this And all screenshots on social  media so that no one else has to go thur this and be in my experience TOTALLY  SCAMMED..

IN CLOSING 

I Own 4 very successful businesses  and I am well educated  and as far as I can see that it was never  richcassino 's intention  to honor  the withdrawal  and look for ways to either
1. get me to do more deposits 2. Wast my most  valuable  asset. TIME 3. Cause  me to loose  total faith in their  casino 

And would strong recommend  anyone  planning  to use there cassino  to stay away

Hello Wayne.

Thank you very much for submitting your complaint. We absolutely appreciate that you shared your experience with the Casino Guru team. Do you agree with Casino Guru contacting the casino about this issue? This casino is responsive on our website, so we are likely to find proper solution for your issue.

The payment was made and case now can be cleared and closed 

We are glad to hear that your issue got resolved. We will now close it in our system.