Rich Casino - Player’s struggling to withdraw his winnings.

Hello Casino Guru,

I have been trying to make a Withdrawal from my Rich Casino account since 22 Sep 20, approximately 5 weeks ago, without success.

After waiting for 5-7 days, the funds reappear in my account and there is absolutely no follow up contact from Rich Casino as to the reasons why the withdrawal request has been cancelled.

The only response I get is when I initiate the online 24/7 chat feature and the operator advises - 'The account was selected for a random verification process'

I am unsure as to what this means as I have submitted all required documents, some of them multiple times by now, and my account page shows that my account has been successfully verified!

I am a member of several other online Casinos and I have never waited more than 5 days for a withdrawal request to be processed.

I have been advised to make another withdrawal request today and I should get a response within 10 business days?

This will take the entire process to almost 8 weeks !!!

Can you assist me please?

Thanks,

Brett ***

Dear BB007,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a larger win, even if their accounts have been successfully verified in the past. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Do I understand correctly that this were your first withdrawal request in this casino? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello Petronella,

Thank you very much for assisting me with this matter.

Yes, this is my first withdrawal request from Rich Casino and I do appreciate the fact, the casino must carry out a rigorous identification verification process.

The thing is that when I first requested a withdrawal on 22 September 2020, my account was fully verified and this included - Proof of Identity, Proof of Address & a copy of my Debit Card.

Following this withdrawal request being cancelled by Rich Casino, I submitted another withdrawal request, to which was also cancelled on 7 October 2020.

At no time did a representative from Rich Casino contact me and inform me that any other information was required but their marketing department were calling me on a daily basis with various deposit bonus offers !!!

I have resubmitted a copy of my Debit Card now 5 times but the following message still appears on my account verification page;

Yesterday, I used the Rich Casino 24/7 live chat feature to confirm if my Debit Card photo had been received and it was totally satisfactory - please see response below;

I am not sure why my latest withdrawal request is taking so long considering I have complied with all requests for copies of ID that Rich Casino have asked for?

34 days have now passed since I first made a withdrawal request from my Rich Casino account !!!

Kind Regards,

BB007

Thank you very much, BB007, for providing all the necessary information. I will now transfer your complaint to my colleague Matej 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.

OK thank you for your assistance.

Hello BB007.

I am very sorry for your inconveniences. Hopefully, everything will be solved.

I think the best in this situation is to invite the casino representatives into the discussion and let them explain what happened in this case and why you cannot make a withdrawal.

Hello Matej,

Thank you for your assistance with this matter.

If you could invite a representative from Rich Casino into the discussion that would be great!

I hope you can assist me in getting this matter solved as soon as possible.

Kind Regards,

BB007

Hello,

Thank you for reaching out to us!

Kindly note that as per our Banking Page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;

• Proof of ownership of payment method - depending on the method used, this may include a copy of a recent bank statement or a screenshot of the e-wallet;

Your initial withdrawal request was declined because we were missing the bank statement necessary for confirmation of ownership of the payment method. At the time of review of your second withdrawal request, we had received the aforementioned bank statement, however we were still missing the voucher for one of your cards.

Your account was then entered into the Verification Process, at the time of review of your latest withdrawal request. The process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions. As soon as the Verification Process will be completed, your withdrawal request will be entered into the regular review flow.

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

Kind regards,

Rich Casino

BB007, the bank's statement is something, what casinos usually asks for.

Please, submit your bank statement, and I hope your withdrawals would be processed soon.

Hello Matej,

Thank you for assisting me with this matter.

For your information, I submitted a Bank Statement to Rich Casino on Friday 9 October, 2020!

Please see below email thread;

A Rich Casino representative, on the 24/7 online chat facility, confirmed the Bank Statement was received and my account was subsequent verified.

Regards,

BB007

BB007, please resubmit the bank statement again.

Rich Casino representatives, please confirm when you receive it. Then please confirm here for BB007, that it is all that you need.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal request has been approved on the 2nd of November and should be reflected in your account within 5-7 business days.

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

Kind regards,

Rich Casino

Please BB007, let us know when you receive the money.

Hello CASINO GURU,

Finally, after waiting 51 days from my initial withdrawal request, the funds have landed in my bank account !!!

Thank you so much for helping me with this matter - I greatly appreciate your conciliatory services.

Kind Regards,

BB007

I am happy to hear that your problem is solved. One more time I am very sorry for the inconvencies you had, but please consider that the random check is something common and it could happen in any casino. Most important is that all is solved and let's hope that for many years you will be withdrawing funds without any random checks. 

I am closing this complaint as "solved" in our system.