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

I've been forced to upload many times or get a different response, so I won't accept any withdrawal.It's not a good casino.

I've already chatted many times at this point.Once it's over, he won't accept the withdrawal.

Dear M.R,

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. None of the serous and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality, correct format and as soon as possible. If all the data is accurate, there should be no reason for the casino to delay your withdrawal.

Could you please advise how many days ago you have requested your withdrawal and started the verification process? Do I understand correctly that you’ve accumulated your winnings from a free bonus? Have you deposited any funds into your account?

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 

It's a total disregard for chat.Is there something that can be done about this kind of thing?I'm licking it completely.

Do I understand correctly that you’ve accumulated your winnings from a free bonus? Have you deposited any funds into your account?

I paid $15 for it.However, after that, I was forced to upload the utility bill many times (it says it properly) and the prize money returned to my account.There are Paris Bip casinos in the same format as this casino, but one of them has been certified.For some reason, only these rich casinos are strange.Chatting is slow, and I say something different in response.I can only think that they are trying not to authenticate.

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

I will set the timer for additional 7 days and if there's no development by then we will intervene. Thank you very much for your patience. 

Thank you for your reply.First of all, I had a chat with another assist and got an email from the account information approval and support (KYC?) saying that the necessary documents have been certified for now, but I still don't know, because the assist said that $25 would be necessary to pay the prize money that I won as a bonus, but I heard that $10 was the first time in the chat.And I paid $14.After that, I said that the date of issuance was not written on the utility bill, and I couldn't make a payment again after I had approved it (it was written properly). Isn't it strange?It seems that there are some assistants, but two or three of them are out of the question.Chatting is as slow as ever, answering other questions and ending the chat.When it comes to withdrawing money, we sometimes offer conditions that we haven't heard of.Isn't this fraud?Is it okay to operate a casino like this on the website with the evaluation that it is very good?I will post an image of the evidence.

This is a continuation of the image.

Thank you, M.R, for your reply. I have checked Withdrawal rules on the website, and this is what I found https://www.richcasino2.com/en-FI/banking:

"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 see.If there is anything illegal on the casino side, can you intervene legally or something like that?

I’m not sure I understood completely. Casino.Guru is an independent online casinos database which acts as a mediator resolving players’ disputes. We have no authority to enforce legality of rules. 

I see. All right. I'd like to deposit $25 and withdraw. Can I really withdraw?Approval has been done on the casino account, but what should I do if I refuse to pay for some reason?That's because the casino rule doesn't say $10 in money.As you can see in the image, the assistants are obviously strange.What should I do in this case?

I would suggest depositing the required amount, do not redeem any promotional offer when depositing, a then request a withdrawal of your free bonus money. Please keep me updated. 

I made the payment. I'll wait until it takes effect.I will let you know if anything happens.

Please do.

Dear M.R,

Have there been any developments since our last conversation?

Thank you for your reply.It's been 6 days since I made the payment, but it hasn't been reflected yet.They said it was five days, but there is nothing in particular.

Thank you very much, M.R, for your reply. I will now transfer your complaint to my colleague Nick 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.

I would like to ask Rich Casino to join here and help us to resolve the player's issue.

Hello,

We hope this message finds you well!

The initial withdrawal request was placed on the 3rd of November for 50, followed by a second withdrawal request of 52. The withdrawal request was reviewed on the 10th of November, and was declined. The winnings originated in a free bonus, and as per our Banking Page, 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. At the time of review this condition was not met.

On the 18th of November, two withdrawal requests were placed for 50 each. At the time of review, on the 25th of November, the first withdrawal request was approved, and the second was returned to the account balance. As per our Banking Page, we shall honor one payout approval per account, per review and per week. If you submitted more withdrawal requests simultaneously, only one of the submissions shall be subject to review.

The current withdrawal request was placed on the 25th of November, and will be reviewed by the Accounting department within 5 business days.

For your next cashout, we would recommend placing the entire amount that you wish to withdraw under a single request to avoid this type of situation.

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 M.R.,

As your withdrawal request was made on 25th, all I can suggest for now is to wait. If the KYC was successful and you deposited the $25, it should be only a matter of time before the money arrives on your account. Please let us know if there will be any update regarding the case.

Sorry for the late reply.The money has been deposited as proposed.Thank you for your advice.But there's another problem.Yesterday I received an email from Rich Casino saying that my account was closed.I am currently unable to log in to Rich Casino.When I asked the reason for the account closure, I didn't get a reply, and there was no reason for the closure in the email, so I don't know either.Is there any solution?

Dear Rich Casino,

Could you please give us an explanation of your decision to close the player's account? If it can't be shared here, please send us proof to nikolas.b@casino.guru. Thank you in advance.

I don't know why either.Suddenly, I got that email and couldn't log in anymore.

Hello,

We hope this message finds you well.

After a complete review of your account activity, the Management Team has decided to bring our business relation to an end and to permanently close your Rich Casino account, in accordance with the following rule in our Terms and Conditions:

‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’

Thank you for your understanding in this matter.

Kind regards,

Rich Casino

Dear M.R.,

After a closer look on your case we decided to close this complaint. I'm really sorry that we could not find out the reason of your account beeing closed, but the casino did not share this information with us. However, as their term states, they are allowed to close the player's account if they decide so and as you did not own any fund on that casino account, they did nothing illegal. I hope we will be at your service in the future if you will come across any trouble in the future. Feel free to browse through our website to look for a more suitable casino for you.

Best regards,

Nick

Casino.guru