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

・ I received a free FS offer by e-mail and cleared the required bet amount with the bet amount according to the rules.

・ I made an inquiry via chat and made a deposit of $ 10 because one deposit is required for the first withdrawal.

・ For inquiries and withdrawals via chat, a bet of $ 1 and identity verification are required.

Make a bet above the above and submit the following three types of confirmation processing.

① Driver's license

② Resident's card

③ Credit card photo

I did not do it.

・ After a while, when I looked at the authentication procedure screen of the casino, the resident card of ② was "rejected".

・ Even if I write that in the chat, there is no reply at all.

Therefore, send the electricity bill person

・ After a while, when I looked at the casino certification procedure screen, the electricity bill in ② was "rejected".

・ Even if I write that in the chat, there is no reply at all.

So, send a screenshot of the electricity bill of the web screen

・ After a while, when I look at the casino authentication procedure screen, the screenshot of the electricity bill in ② is "rejected".

・ There is no reply when I contact the chat.

In addition, the documents specified by the casino side include

Government-issued documents whose address can be confirmed

Address can be confirmed in recent documents such as electricity and gas

Even if I inquire about why it is not good and what is wrong, there is no reply.

I had no choice but to send the government-issued resident card and electrical statement several times, but after a while I went to see the site and it was "rejected".

・ There is no answer in chat, so I will submit a complaint.

Thank you.

Dear sai1331,

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 advised what specifically seems to be a problem in verifying your account?

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

Thank you for contacting us.

Even if you upload the documents specified by the other party many times, they will be rejected.

Furthermore, even if I inquire about the incompleteness of the documents I sent, I do not receive a reply.

It's a very difficult situation.

The following are the documents specified by the casino, but you cannot send them.

If the resident's card / electricity usage statement is rejected, there is no other document to prove the address.

Thank you for contacting us.

Even if you upload the documents specified by the other party many times, they will be rejected.

Furthermore, even if I inquire about the incompleteness of the documents I sent, I do not receive a reply.

It's a very difficult situation.

The following are the documents specified by the casino, but you cannot send them.

If the resident's card / electricity usage statement is rejected, there is no other document to prove the address.

Thank you very much, sai1331, for your reply. I will now transfer your complaint to my colleague Viliam 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.

Hello sai1331,

I looked at your complaint and will do my best to help you. I would like to invite Rich Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

thanks you.

Thanks to you, the certification has passed.

However, the bonus money, which has reached 100% this time, will not be added in real life.

It's a small amount, so it's a hassle, so I'll end here.

Thanks to you, we have solved the problem.

Thank you for your cooperation.

Please fix this case with this

Hello,

We hope this message finds you well!

In regards to the chat, we have checked the archive and your questions did indeed receive a reply. We would suggest checking for a connection problem, alternatively clear the cache and cookies in your browser in order to reload the chat.

Concerning the documents, the Proof of Identity was accepted, as well as the front copy of the card. The initial submission of the Proof of Address displayed the wrong address so it was rejected. The second submission was a cropped document and unfortunately could not have been approved.

We are happy to inform you that the latest submission for the Proof of Address was verified and accepted, and your account is now enabled for withdrawals.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Dear sai1331,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru