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

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

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.

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

Hello. I wrote and submitted these two documents.

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

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

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.

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.

Thank you for your support. Thank you.

Dear M.R,

I looked at your complaint and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite Rich Palms Casino to participate in the resolution of this complaint.

Dear Rich Palms Casino team,

Please note that requesting proof of address in English from a player living in a country where English is not one of the official languages should not be necessary. Any document provided as proof of address can be easily translated via a translation software tool. If the casino deems it necessary, we suggest asking M.R to provide more than one proof of address.

Hello Miwata,

Thank you for reaching us out.

We have contacted the Finance Department of Rich Palms in regards to the matter you addressed us with.

Please be advised that the Casino will accept a document that proofs your physical address in Japanese. It is essential for the document to be from within two months and to have your full name, address and date of issue on it.

Please be informed that the Finance Department also needs your static BTC wallet to process the payment there.

Let us also notify you that the free bonus you won with comes with the maximum cash out of $100. Accordingly, it will be possible to withdraw $125: the maximum cash out from the no deposit coupon plus the deposit placed.

Kind regards,

Rich Palms Casino team

Thank you, Rich Palms Casino team, for your reply.

Dear M.R,

I’d like to kindly ask you to follow the casino representative’s instructions and keep us posted on any news regarding the issue.

Is it okay to use a Japanese electricity bill? We will send it once, so please check it. Thank you to Casino guru for their support. I would like to tell you about the situation again. Thank you.

Hello Miwata,

Thank you for contacting us.

Please be kindly informed that as per the Finance Department of Rich Palms Casino, your gaming account has been successfully approved for requesting withdrawals.

Kind regards,

RIch Palms Casino team

Thank you, Rich Palms Casino team, for your cooperation.

Dear M.R,

I’d like to kindly ask you to let us know once there’s been any progress regarding your withdrawal request.

My late reply. I was able to apply for withdrawal. We are now waiting for confirmation of payment. We will let you know when the payment is confirmed.

Thank you, M.R, for the update. I’ll set the timer for 7 days. Please keep us posted.

Good evening. I was able to confirm the payment. This solved the withdrawal problem. We may contact you if there is anything else in the future, but thank you in advance. Thank you very much.

Dear M.R,

I’m glad to hear the good news! Of course, please don't hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Best regards,

Andrej, Casino.guru