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

I have played with free bonus coins and when I wanted to withdraw the casino said I have to make a first deposit of R350 which I chose the guaranteed back option . So I made this cash deposit. Then I had to play until I reached a 100 percent in bonus overview which I did. By now my fake credits were between 5 to 6000 rand. So now I want to cash out. Upon withdrawing they gave me r1000 credits plus my r350 deposit. This is where the scamming comes in because it's just impossible to verify your documents. I must have tried about 30 times verifying my documents, my ID shows my birth names which is Maria Catherina, when I started at casino I registered as Rina which is my nickname, so first a problem with that, once resolved my bankcard as well as proof of address keeps on being unacceptable to them, I am writing to you to please resolve this, I have supplied them proof of bankstatement as well as photos of my bankcard and I'd, this is the only (I'd) thing that they have verified up to now. I am not able to upload docs here, please forward me a mail and I will forward all correspondence

Dear Rina,

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.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronella, I have submitted all the documents required to be paid out. They keep on returning said documents, then it was not acceptable, they only accept bankstatement or utility bills as proof of address, I then went and got a bankstatement which I have also submitted, once again it was not accepted, copy of my bankcard was submitted at least 20 times, every time it was too blurry, on my side everything is clear and any other business would accept this, however this casino makes it as difficult as possible to withdraw your winnings. Thank you I await your response

Could you please forward any relevant communication and supporting evidence to petronela.k@casino.guru? Thank you very much in advance.

Thank you, Rina, for forwarding the relevant communication. Could you please elaborate on the following?

"The proof of address sent, doesn't match your name nor the address present on file. We kindly ask you to send either a bank statement or an utility bill with an issue date not exceeding 3 months ( the document must match your name and address ) .

As for the copy of the payment card, it is too blurry."

Do I understand correctly that the utility bills that you've provided do not correspond with your registered address?

Dear Rina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi i have sent them a bankstatemt with my birthnames as well as the correct address so they have all tbe proof as requested

Thank you, Rina, for your reply but from the communication between you and the casino I understood that you have registered your casino account under a different address than the one displayed on your documents, is that correct?

Hi no the address at casino is the one that i supplied proof of address. It just keeps on being another story.

Thank you very much, Rina, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Rina,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rich Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rich Casino Team,

Could you please state the reason why the player's account was not verified? What documents are problematic? What steps are needed to be done from the player's side for successful verification of her account?

Thank you in advance for providing the information.

Hello,

We hope this message finds you well!

We are happy to inform you that we searched through all documents received and located one that would fulfill all criteria. In consequence, your proof of address is now approved.

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

Kind regards,

Rich Casino

Greetings all,

Thank you, Rich Casino Team, for your reply and the information.

Dear Rina,

Can you confirm your issue has been resolved? Was your account successfully verified?

We are looking forward to hearing from you.

Hi Petronella Good morning, I will go on to their site and see if I can withdraw my money and let you know. Thanks

Hi Petronella, tried now to withdraw and now they only give me Bitcoin option, I can't withdraw to my account, only Bitcoin, I don't want Bitcoin, I don't deal with Bitcoin, I want money transfered back to my account. They really really makes things as difficult as possible for you to try and withdraw. Can you contact them to change the withdraw method to something that I understand

Hello,

We hope this message finds you well!

Please note that we have several withdrawal options for your region, including online wallets and cryptocurrencies. For more details about all available withdrawal methods, you can check the Banking Page.

If you require any assistance with placing your withdrawal request, please do not hesitate to contact us at support [@] rich casino . com [typed together].

Kind regards,

Rich Casino

Greetings all,

Thank you for the updates and information.

Dear Rina,

Did you already try to contact the casino's support regarding the available options for withdrawal? Is there any progress with your issue? Are you able to use another payment method to withdraw your funds?

Hi did contact the support team and requested another payment option for withdrawel, his answer to me was that that is the option available and I should open a Bitcoin account, it only takes a minute to do so!!!! Really why force me to open something I don't believe in nor want. If you as a casino can accept my deposit from my bank account then obviously you as a casino can pay my withdrawel funds into the same bank account. I have never experienced something so ridiculous as trying to withdraw from this casino my own money

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it does not mean necessarily, that it will be offered for withdrawals too.

If you have been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their recommendation. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

What payment methods are available in your casino account cashier for withdrawals, please? If there is only a Bitcoin option, you should consider this payment method to withdraw your funds.

Dear Rina,

Is there any progress on your issue? Can you provide us with an update?

We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

We are looking forward to hearing from you.

Based on the fact the main issue of this complaint was verification, after gathering all information and data we are closing this complaint as resolved.

In case the player is not satisfied with the result, she can reopen this complaint anytime.

Thank you very much, Rich Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru