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

I deposited at this casino in October 2021 and I get a lot of emails with promotions and free bonuses.

I used the free bonus code and I was betting normally on the games and I was able to meet all the wagering requirements. I was interested in making another deposit and had the idea to see about the acceptance of my documents. I sent all the documents requested in the chat and via email, I was also very well attended in the chat, they were very friendly and said that in 4 days my documents would be analyzed and if anything was missing they would send them an email.

They accepted almost all documents, but the only problem is that I received an email saying that I had to send a valid ID and that it did not have an expired date. I've had this same problem with other casinos and thanks to you here at Casino Guru I managed to solve it.

In my country the identity document does not have an expiration date, only the date of issuance. And this confuses many casinos, which as I mentioned earlier, I was helped here on this issue with another casino.

I sent an email replying to RICH PALMS and explaining that the document here does not have an expiration date.

So I would like to ask the casino to kindly review the document carefully once again, because the EXPIRATION date has been confused with the EXPIRATION date.

My compliments and thanks for the space.

Dear vitoria2143,

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. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that the missing expiry date seems to be the only obstacle standing between you and successful verification? Has the rest of your documents been approved? What was the casino's reaction when you tried to explain the missing date?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you in advance for contacting me.

They accepted all the other documents and what is really missing for approval is the identification document that ended up confusing the expiration date with dispatch.

The casino did not respond when I sent the explanation that here in my country they do not have an expiration date on the document. That's been 2 days now.

Thank you very much for your reply, vitoria2143. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

Hello Kristina

I will be sending all emails exchanged with the aforementioned casino right now.

So that you can locate me, it's the same email I use here, ok?

Thank you very much vitoria2143 for your cooperation so far. I will now transfer your complaint to my colleague Nick (nikolas.b@casino.guru) 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.

Hello vitoria2143,

I'm Nick and I'll be assisting you from now on.

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

Best regards

Hello Simone,

Thanks for your request!

I am glad to let you know that your gaming account has been approved for requesting withdrawals. You are welcome to submit a cashout request, so that the team starts working on it as soon as possible!

We have also been informed by the Finance Department representative of Rich Palms that none of your emails was ignored, and each request got a response. Please feel free to join the Live chat of Customer Support 24/7 should you have any questions further on.

Kind regards,

Rich Palms Casino team

I greatly appreciate the collaboration of everyone, including the casino that promptly responded to my request

There was a delay on the part of the casino to respond, but it solved the problem and I thank you very much for that.

I made a withdrawal request using the bitcoin method and I'm waiting for the payment.

As soon as it's paid, I'll come back again to finalize the case.

Thanks!

Hello vitoria2143,

I'm glad to hear that your account is now verified. Please let us know as soon as you receive the money or in case of any other update regarding this case.

Hello.

I'm still waiting for the withdrawal payment.

Hello

I finally received payment.

You can close the case.

I am immensely grateful for the collaboration of all involved.

My greetings!

Thank you vitoria2143 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick