Rich Palms Casino - Player’s struggling to complete KYC verification.

I submitted all the required documents on 09/28/2020,I was not on a bonus nor free play I checked, Made a 74.98 dollar deposit via my credit card. They keep asking for more documents #1 sent 3 Authorization forms #2 wire transfer info ,with swift code and ABA code #3 ID & utility bill #4 copies front and back of all Credit cards. still no wire transfer to my account. I hope you can help!it is now 10/20/2020

Dear John,

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 serious and licensed casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Could you please advise which casino is this complaint related to as the forms are for the Lucky Tiger, but the complaint itself has been filed under the Rich Palms?

Thank you in advance for your reply.

Best regards,

Petronela

I have sent them everything they needed 5 times, this last request they wanted the 1st 6 #'s and the last 4numbers of all credit cards I used .I hope they are happy now it's been since the end of Sept.The form never said that, WE SHALL SEE!

Lucky Tiger ,Rich Palms and maybe 5 more casinos are all owned by Digimedia Group Ltd.Yes it is Rich Palms Casino but THEY sent me those forms .Also the license dept at the country of Malta stated the address on the web site for Digimedia is an abandoned building . WE SHALL SEE also the email address for the owners is fake .

Thank you very much, John, 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 help ,on their site it states 3-7 days for wire transfer, if they have everything then it should be soon for my deposit in my bank.

BUT I THINK THEY WILL CONTINUE TO STALL ..we shall see!

I have requested info ref when I will be receiving my wire transfer 3 times now ,no response as of 10/23

Hello John.

It looks like wire transfer has some issues. I want to ask the Rich Palms casino representatives, where is the problem.

Could you please explain to us what's happened in this case and why John had so many troubles to verify his identity?

Yes please do that, I sent them Ohio DL .Utility bill, copies front and back of all credit cards all authorization forms , casino withdrawal form with SWIFT # /ACH# /ABA#/ACCOUNT# ,then they wanted the 1st 6 numbers on the cards and the last 4 numbers on the cards,. 1st time they wanted the 1st 4 and last 4 ...it keeps changing. I have sent them all NEW documents with everything they wanted ...this all started on 09/30 back and forth and still no deposit. Their site states 3-7 days for a wire transfer and NO FEES ,Thank you for all you can do.

Hello John,

Hope you are doing great!

We have checked over the matter you have been concerned with.

Please be informed that your account was successfully approved for requesting withdrawals as all the documentation has been submitted.

Please let us know if there is enything else we can help you with.

Best regards,

Rich Palms Casino

OK! Lets see how long this takes. Thank you for your help , I will keep you informed as to the status of this problem . Again Thank You

Rich Palms Casino representative, we thank you for good news and quick reply.

John, we will keep complaint open until you confirm that you received the money.

THANK YOU ! My problem with them is (I can forward the emails if you wish) I gave them everything they asked for and THEY kept changing what they wanted and they wanted more .!So we shall see as stated on their site 3-7 days for a wire ....I will not hold my breath waiting ,this has been going on since 09/30 and still no wire!!!! they should do it immediately "more than enough time to pay me "very good reputation " I think not! I played their due to your statement as their status as a fair and honest casino ...That is why I came back to you for help, and THANK you for helping.

John, I understand that this is for you a very unpleasant experience. Please note that each casino must make random checks of their customers, maybe you was one of them or maybe during a withdrawal you triggered some security check, and in that case, the withdrawal process may be delayed. (unfortunatelly in some cases significantly) Most important is that you will get your winnings. Good news is that after such a check, all other withdrawals should be processed on schedule. 

As I stated we will see , I will not get my hopes up until I see the Money in my account. As stated on THEIR site 3-7 days for a transfer .They authorized everything on October the 26th ,at the extreme it should be at my bank on Tuesday the the 3rd of November in all actuality it should be their on Friday the 30th of October it has been since the 30th of September...Thank you for your help

Pardon me John, they wrote to you 26.10:

Please be informed that your account was successfully approved for requesting withdrawals as all the documentation has been submitted.

Did you request the withdrawal on 26.10?

NO, I requested it on 09/30 they sent me the forms and the run around began ,so I repeated the request as stated in the chat box with them today 10 /29 "CROOK'S" they were stalling hoping I would play the money away.

STILL NO DEPOSIT 11/05....

Please wait a little longer. By my information, the withdrawal was processed as urgent. So let's hope that money is on the way.

I hope so ,this is why people are very afraid of on line casino's , you would think during this time of a pandemic that the honest online casino's would really show how quick and honest they are and build a great reputation , so more people would join and play ,but ,we will see. Thank you again.

Please let us know when the money arrives on your account.

Nothing yet Nov 6 Friday if this is a urgent withdrawal ,I would hate to see a normal withdrawal.

I guess on 11/03 they had to reapprove it , well I requested it on 10/30 it's now 11/09 and still no deposit 7 banking days.

Lets recap this terrible experience: #1 requested withdrawal on 09/28 (sent documents on 09/30),#2 contacted you 10/20 due to getting run around, #3 10/25 they stated I was approved for withdrawal, #4 they told me I had to request my withdrawal again (I did 10/29) ,#5 received approval AGAIN 11/03 #6 money was deposited on 11/10 so in summary from 09/28-11/10 43 days later I get my money...DO ALL YOUR FOLLOWERS A GREAT SERVICE and rate this casino accordingly...AGAIN THANK YOU FOR YOUR HELP with out your intervention I would have never received my winnings ..I will tell all of my friends of your help .Thank you and BLESS you!! John C.

Hello John.

I am happy that you received your winnings. I understand that this whole experience keeps in you a very negative feeling about the casino, but I would like to assure you that this case is unique. We never had/or find a problem like yours before with this casino. We would definitely reconsider the casino rating in case that more players will have the similar issue like yours. I hope that you understand this our position.

Because you received the winnings, we are closing this complaint as "solved."