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

After originally being verified have tried four times only to have my funds rejected and transferred back into my account. I've contacted the online support provider everytime it's another verification process and document that's needed which I have provided and been verified. Then come day five of the withdrawal process fund aren't honoured and another excuse/document is needed. 

Dear Sean,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. I can only imagine how frustrating it must have been for you. Please allow me to ask you few questions so I can understand better what the issue might be. Did you receive an actual email from the casino that the account verification has been successfully completed? If so, please forward it to petronela.k@casino.guru. Afterwards, I will contact the casino and try to settle this case as soon as possible, to your satisfaction. 

Thank you in advance for your reply.

Best regards,

Petronela

We have received all the communication from the player. I’m asking the Rich Casino to assist us in resolving this case. Please could you advise what documents are still necessary and how the player could help the verification process? Thank you in advance for your reply.

Hello,

We hope this message finds you well.

Please be informed that your latest withdrawal request has been unfortunately declined due to the fact that your account has been randomly chosen for a Verification Process.

This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, that the account information matches the paperwork and to review the account game sessions.

However, there is nothing to worry about, as this is a normal process and we see that you managed to place a new withdrawal request, that will be reviewed as soon as the verification is completed.

We appreciate your patience and for any further information, please do not hesitate to contact us, we will gladly assist you.

Regards,

Rich Casino

Dear Sean,

As soon as you have any reply from the casino regarding your verification and withdrawal, please update this complaint. I will be waiting for your message patiently. Thank you in advance.

Dear Sean,

I fully understand that it must be difficult and frustrating for you, but please, let’s wait a little bit longer for the outcome of the verification. In the meantime, I didn’t find anything about a mandatory $25 deposit if you wish to withdraw. There is a rule saying: "You can cash out winnings from free bonus money if you have at least a minimum deposit of $25 made in the last 5 days before PLACING the payout request.". 

I’m switching this complaint over to Rich Casino. Please, inform us as soon as the verification process will be over. Thank you in advance for your reply.

Hello,

We hope this message finds you well.

Please be informed that you do not need to make a deposit, as you are not trying to cash out winnings issued from free bonus money. Everything is on order on the account as far as we can see, all we need to do now is to wait for the Accounting team to review the withdrawal request as soon as the Verification Process has been concluded.  We will update you on the matter as soon as we have news from them. 

We appreciate your patience and for any further information, please do not hesitate to contact us, we will gladly assist you.

Regards,

Rich Casino

Thank you very much Rich Casino for the clarification. We will be waiting for your reply patiently. 

Thank you casino guru and rich casino

Hi rich casino wondering if there's any progress with the random verification step or will it take the full ten days? Also will my withdrawal by processed at the end of the ten days or will I have to wait another three to five business days thank you

Hello,

We hope this message finds you well.

Please note that the Verification Process has ended and your withdrawal request has been reviewed and approved by the Accounting team today, therefore the funds will reach you within maximum 7 business days.

For any further information, please do not hesitate to contact us.


Regards,

Rich Casino

Thank you very much Rich Casino for a great news. We will be waiting for the player to confirm that his withdrawal has arrived.

Sean, please keep us updated. I’m setting the timer for 14 days. 

Dear Sean,

Please, is there any update?

Unfortunately, we’re rejecting this case because the player has stopped responding to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.