Rich Palms Casino - Player's struggling to withdraw his winnings.

So it has. Been almost 2 weeks and i have sent in all my documentation that the financial team asked for. I currently have 3000 that im tryna withdraw. On website they state it takes 4 business days to get verified. This is ridicoulus

Dear turnermantina,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that the delay has been caused by incomplete verification? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Yes i completed everythjng they wanted for verjfication.Yes i sent all documents they asked for hem my personal accountmanager says it takes 4 business days so is been almos t 2 weeks.

Thank you very much for your reply, turnermantina. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Thank you very much, turnermantina, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello turnermantina,

This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.

I'd like to invite Rich Palms Casino to join this conversation and participate in the investigation.

Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?

Thank you.

Best wishes,

Tomas

Hello,

Some of the documents required for setting up a gaming account for withdrawals were missing. That was the reason for a delay. However, all the customer's emails were responded within the established time frame of 3-4 business days. After the last peace of information had been received today, the account has been approved for requesting the payment. @turnermantina, congrats on your winnings! You're welcome to submit a withdrawal request.

Regards,

Rich Palms casino

Thank you, Rich Palms Casino, for providing the information.

Dear turnermantina,

Could you please confirm once you have received the payment?

Kind regards,

Tomas

Account was finally approved i submitted request this morning Ford bitcoin hopefully it's fast I will definitely let you know when I have received my payment thank you so much

Still have no received payment which is odd because its bitcoin payment i dont understtsnd

Dear Rich Palms Casino,

Could you please provide an update on the status of the player's withdrawal?

Thank you.

Kind regards,

Tomas

Dear turnermantina,

As we have checked, your withdrawal request was submitted 3/29, meaning today is the 3rd business day, and the payout requests are being processed for up to 7 business days.

We have asked the Finance team to check yours as soon as possible though, taking into account your long documents validation process. Thus, we would kindly ask you to wait a bit until they notify you that the payment has been processed.

Please also note that the bonus you played with had a maximum cashout Free Chip amount * 6, so the winning amount is $1200, and the rest will be automatically deducted as per bonus terms.

Kind regards,

Rich Palms Casino team

Ok that would be amazing because bitcoin should be a faster process and yes i know that 1200 is the limit

Dear turnermantina,

Please update us once you have received the payment. Thank you.

Kind regards,

Tomas

I definitely will

So happy i received my payment today at 4 am nice and early thanks so much rich palm casino and casino guru you guys are the best

Dear turnermantina,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas