Rich Casino - Player’s struggling to complete account verification.

Dear heiligsonja77,

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

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification? Do I understand correctly that your account is blocked now?

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

Best regards,

Petronela

Hallo das erste mal habe ich leider vergessen meinen Personalausweis zu Verifizieren und hatte aber schon einen Auszahlungsantrag gestellt.Das war am 12.10.22 dann 5 Werktage später das hiess am 20.10.22 habe ich die Ablehnung erhalten da kein perso Verifiziert worden ist .Sololte den auf der Casino Seite hochladen.Habe das gemacht und daraufhin kahm dann eine Positive Verifizierung.Und ich habe dann auch am gleichen Tag wieder einen Auszahlungsantrag gestellt der wiederum 5 Werktage dauert bis ich meine Auszahlung erhalte.Dies sollte am 27.10.22 erfolgen.Aber es ist dann nicht Überwiesen worden.Daraufhin wollte ich in mein login vom Casino dann stand dort Kunde wurde gesperrt

Ich Hoffe das Sie /Du mir da weiter helfen könntest lg Sonja

Thank you very much, heiligsonja77, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Vielen Dank

Dear heiligsonja77,

I am so sorry your account has been blocked. I don't want you to worry at all. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Rich Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Rich Casino,

Could you please state why the player's account has been blocked?

Thank you in advance for providing the information.

Kind regards,

Stefan

Und vor allem das ich gerne mein Gewinn abholen kann LG

Das ist mein Beweis das mein Konto Verifiziert war oder ist.

Hier sende ich Ihnen Mein Login vom Casino und eine Sperrung beim Login als Screenshot

Dear heiligsonja77,

Thank you for the provided evidence. Let's wait for the casino's response.

Kind regards,

Stefan

Ja Hoffe die melden sich bald

Was passiert jetzt die melden sich nicht

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Rich Casino has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Rich Casino may block regular or tournament play and/or prize distribution.

Kind regards,

Rich Casino

Dear Rich Casino,

Could you please provide us proof that the player has multiple accounts? Has the player used the accounts simultaneously? Has the player used bonuses in these accounts?

I am looking forward to your response.

Kind regards,

Stefan

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear heiligsonja77,

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Kind regards,

Stefan