Rich Palms Casino - Player’s winnings haven’t been received yet.

Hallo Casinoguru, I have been having a frustrating experience with Richpalms casino. Been having problems ever since I deposited the initial fee on October 11 to waiting 2 good weeks for account to be fully verified in order to make a withdrawal which was on the 27th.

On that same day (October 27th)I made a withdrawal request that has not been processed or sent, they say they take upto and not more than 7 business working days. Its been now 6 working days no communication no nothing, only the customer service telling me to wait as usual. They don't want to pay me

Dear cecewanda,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hallo richpalms casino just conned me

Please be reminded that we have just approved the withdrawal in the amount of $116 to your BTC wallet provided. Please kindly note that $178 was deducted from the gaming balance as per maximum cash out of the promo AIRES50 that is $100.

Please keep us posted once the above-mentioned amount is received.

Once I fulfilled the AIRES bonus terms and conditions . I deposited to the account 25 dollars which is their minimum and also wagered the first deposit of which I believe the winnings had nothing to do with the bonus because the money was reflecting as real money and not bonus. The whole 294 was real money. Please help me they have scammed me

They already deducted maximum cash out when I reached the bonus limit, why then would they deduct it from the real money balance and when I requested the whole amount of 294

Please help me out

Dear cecewanda,

Have you received your withdrawal from the casino yet?

They deducted the winnings they conned me. Please help Kristina

Thank you for your reply, cecewanda. I checked the General bonus T&Cs and I see that the free chip of this value has a maximum withdrawal of $100:

"23.4. No-Deposit Welcome Bonuses in the amount of $39 or less carry a maximum withdrawal of $50. Bonuses in amounts of $40 and higher have a maximum withdrawal of $100 except where explicitly stated otherwise."

Do I understand correctly that the winnings were capped two times - first right after you finished the wagering requirements, and the second time after you accumulated more winnings with your deposit?

Have you tried contacting the casino regarding this issue? 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.

Dear cecewanda,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes they capped the winnings two times first after fulfilling the wagering requirements then second after I deposited,won then they capped the winnings when withdrawals was being processed.

Basically I made more winnings after depositing and I had already fulfilled the wagering requirement which was capped. They basically stole my winnings

I'll send everything

Dear cecewanda,

I have not received any emails or further information from you. We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.