Rich Palms Casino - Player’s withdrawal has been delayed.

Have  been trying for two weeks to submit forms for verification - keep getting the runaround or they just do not reply to emails. I have various emailed chat transcripts where advisors say one thing and the site itself states another (there is a definite false advertising whereas they state on their banking page that withdrawals take 7 days - I have been told by three advisors that its 10-12 days).

I have been waiting since 26th March for a sum of 245 (this did not require documentation as was a depositing error - I put in 25 and it took 245 (!).

Also - they will not answer the question as to whom they are licensed with (chat transcript will show i asked repeatedly).

Dear Alistair,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. I understood from the Live chat transcript, that you have forwarded, that the funds have been sent already. It’s quite usual for withdrawal, 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. I will set the timer for 7 days and ask you to keep us updated, please. Surely, you will receive your winnings soon. Thank you in advance for your reply. 

Best regards,

Petronela

It is now the 14th March and still nothing into the bank. I have spent days with their so called 'concierge chat' and just been told to wait over and over again - and the supposed processing times that they keeping telling me get longer and longer. 

Tonight I tried again and was told I have to send a screenshot of my banking to their finance department to prove I have not received anything. This I cannot do as only have bank app on my mobile and it will not let you take a screenshot due to security issues, so I cannot. I was then told I have to contact my bank to get a paper copy of the statement proving I have not had money from them. This is a huge undertaking as wait times on the phone due to the virus are about 3 hours. i will try tomorrow, but even if i get one I will then have to send it to them, have them dilly dally around, and if anything ever does get approved I will have to wait anther 19 days to see if it turns up?? (!)

However - I also tried to make a withdrawal on the 9th March and it is still sitting in their cashier, awaiting approval. Surely this indicates some kind of a scam, when funds have not arrived, or they hold onto them for so long that people just reverse it and spend them????

I even asked the other week to have a cool off period while I waited for my withdrawal to go through (so i did not spend the money) - and was told this was not possible (!)

It all reeks of scam artists to me.

Please advise

Thank you very much Alistair for providing all the necessary information. I will now transfer your complaint to my colleague Kristína 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.

I would like to ask Rich Palms Casino to comment on this case. We would like to know what should Alistair do in order to successfully receive his withdrawal.

Hello Alistair,

We have checked your claim with our Finance Team and the matter is that the first $245 transaction had been sent long ago by them and you should have received it to your credit card. They got your bank statement, but not the credit card statement they asked for. You will definitely get your winnings, and the finance will send it once more through bank wire in case nothing was received, but they need to check whether the amount has not been credited indeed. They are also checking it with the bank representative.

Regarding your last withdrawal request made on April, 9, it takes up to 7 business days to process the payout, and we are glad to inform you that it has already been approved and you should get it through bank wire within a few days.

We are sorry that you had to go through so many stages and contact your bank, but we can ensure you that you will receive all the winnings and we truly believe that lots of bright experience is still awaiting for you at our casino. Please just keep in touch with our finance team, they will help you to resolve everything. Thank you for your patience and understanding!

Best regards,

Rich Palms Casino

As I have pointed out in emails before - it is not a credit card that was used, it is a bank card from my bank account - and that has been provided.

Today I received this email from yourselves - 

Dear Alistair,

Thank you for your reply and providing us with tha statement.
Due to the fact that the transaction is the international one, it may take longer than 10 business days for the funds to be delivered.
We would kindly ask you to wait until Wednesday. If you do not receive the refund, we will send the money to your bank account.

Hope for your understanding.


Best regards,
Maggie Wilson
Finance Department
Rich Palms Casino

So - in effect you have the proof that has been requested and are now saying I have to wait a further 5 days before the 'missing' funds will be sent? - and will I then have to travel to the bank once again to get a statement to show I have not received it in that time (causing further delays again)?
 

Have had an email today - 

Re: [Ticket#7949783] Proof of Deposits made to Alistair Kenworthy (alikenwo1234)

Yahoo/Trash

Rich Palms - Finance office <accounting@richpalms.com>

To:alistair kenworthy

Tue, Apr 21 at 3:11 PM

Hello Alistair,

Thank you very much for your emails and cooperation with us. As we can see, you didn`t receive the refund to your card that is why we have just approved the withdrawal in the amount of $245 to the bank account.

Please be kindly informed that it may take approximately 7 business days for the funds to reach your account.


Best regards,
Maggie Wilson
Finance Department
Rich Palms Casino

Unfortunately their finance department has made a major, further error - 

I  have been trying to get this 245 since 26th March. In the meantime I  have been depositing (because I like the games) and won some money a couple of days ago (300) - i withdrew this. I logged in today to find 55 sitting in my player account and a withdrawal has been processed for 245 - so they have taken the 245 from 26th march from  my winnings of 19th April and refunded 55 to my account. 

In total i have made 3 withdrawas - the first of 245, the second for 150 and the third for 300 , making a total of  695 - they have sent 245 and 150 - which leaves 300.

I swear that this casino is just mistake after mistake after error.

So now I am trying to get my 300 from 19th April!

Dear Alistair,

Please be kindly advised that yesterday our software provider was running planned maintenance to install some of the upgrades - therefore the amount of the refund that has been re-sent to the customer’s bank account has influenced the gaming balance. However, our Finance office has looked into the matter and we can confirm that the $300 bank wire for the amount of your withdrawal request has been initiated.

In other words, both your $245 that was resent due to not receiving it previously and your last $300 withdrawal have been sent through bank wire and will reach you within 5-7 business days, depending on your bank.

We will be waiting for your confirmation that the funds are credited, thank you for cooperation!

Kind regards,

Rich Palms Casino

Having just checked the cashier section on your site I can see the amount of 245 from yesterday has been sent, the 55 that was sent back to my account has now been sent also (making a total of 300). The 245 which never arrived however has not been resent.

Also been told again that funds take 7 days to arrive - and I still have not received the 150 withdrawal made on the 4th April!.

So in all - I have not as yet  received a single dollar from this casino.

Please advise

Sorry - that should say the 150 from the 16th April has not arrived yet either.

Dear Alistair,

The Cashier will not reflect the amount that was resent, however, I may assure you that all the winnings have already been sent in full: $150, $245 and $300. Unfortunately, we cannot influence the speed of the process at this stage as it depends on how fast your bank processes it. The money should be received in 5-7 business days and we will be waiting for your confirmation. As you see, we are ready to cooperate and resend the money in case something was not credited.

The Finance will now send you the confirmation of the payment (invoice) in private messaging. We truly hope it will resolve the issue and you will receive all the winnings very soon!

Best regards,

Rich Palms Casino

Hello Alikenwo,

Have you received your winnings, please?

Finally this week got all funds to my bank account.....thanks guys for your help.

Hello!

Thank you all for cooperation, I am very happy to hear that this problem is solved now. I am closing this complaint as resolved and, Alikenwo, I hope you won't come across a problem like this again.