Home Complaints Rich Palms Casino - Player is struggling to pass the KYC.

Amount: €125

Rich Palms Casino - Player is struggling to pass the KYC.

Rich Palms Casino
8.0/10 Very Good reputation
Submitted: 03 May 2021 | Case opened
Current status

Waiting for Casino Guru to reply

4d 17h 46m 59s

Case summary

2 days ago - 05 May 2021

The player from Japan has been asked to send the required documents.

Public
Show English translation Show Japanese original

Hello. I don't know what kind of documents the casino needs at the KYC stage in the withdrawal application now.

file

I would like to know specifically what kind of documents are required at Rich Palms Casino and how to describe them. Chat is connected, but there are some parts that I do not understand well because it is in English.

I have sent the required documents to the KYC department by e-mail, but they are not approved. I am thinking of withdrawing money from a bank or Bitcoin, but I would like to know specifically what kind of thing is needed and in what condition.

Automatic translation
Public

Dear M.R,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you already provided, please? Do you not understand the message in the attached screenshot?

Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

Public
Show English translation Show Japanese original

Hello. I wrote and submitted these two documents.

file

file

I emailed two documents and a photo of the card I used to deposit. I don't know what I need after that.

Automatic translation
Public

The message from the casino mentioned a utility bill as well. Have you already provided such a document?

Public
Show English translation Show Japanese original

Not yet provided. I was told that the utility bill had to be written in English, but I live in Japan so I don't know what it is.

Automatic translation
Public

Thank you very much M.R for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Public
Show English translation Show Japanese original

Thank you for your support. Thank you.

Automatic translation

Casino Guru is examining the case