The player from Germany was complaining about the lengthy verification process. The casino has stopped responding to the complaint and was closed as "unresolved".
Rich Casino - Player’s struggling to complete account verification.
Black points: 50
Amount: €100
Rich Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Rich Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
8 months ago
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2 years ago
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
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2 years ago
Translation
Hello, the first time I unfortunately forgot to verify my identity card and had already submitted a payment request. That was on October 12th, 2022, then 5 working days later, that meant I received the rejection on October 20th, 2022 because no personal information had been verified upload it to the casino site. I did that and then there was a positive verification. And I then submitted a withdrawal request on the same day, which in turn took 5 working days until I received my payout. This should be done on 10/27/22. But it was then not transferred. Then I wanted to log into my casino from the casino and it said customer was blocked
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2 years ago
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I hope that you / you could help me there next lg Sonja
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2 years ago
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.
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2 years ago
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
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2 years ago
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And above all that I like to be able to pick up my prize LG
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2 years ago
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This is my proof that my account was or is verified.
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2 years ago
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Here I send you my login from the casino and a ban on login as a screenshot
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2 years ago
Dear heiligsonja77,
Thank you for the provided evidence. Let's wait for the casino's response.
Kind regards,
Stefan
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2 years ago
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
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2 years ago
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
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2 years ago
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.
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2 years ago
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
