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

I sent in all my paper work and its all ok but they keep emailing me and asking different questions and making me wait longer to cash out my winnings I ask them please put it on my visa card but they keep asking questions like do you use bitcon or do you use any other banks i told them no and I'm not planing on any other ones I ask them from the start to please put it on my visa card the person name in finance is maggy I wish they would let me cash out.why am I having so much trouble with these casinoes its only been 2 weeks but within that time they should have let me cash out since they have all the paper work and its all ok.thank you for your help thank you

Dear Bradley,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Several factors such as geolocation, and contracts with the payment providers, and even actual situation in the world all have a major influence here.

Did the casino specify why are you experiencing problems using Visa as a withdrawal option?

Could you forward any relevant communication between you and the casino to kristina.s@casino.guru? (Or you can post it here).

Best regards,

Kristina

Dear Bradley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I've been waiting and waiting for them to allow me to cash out my winnings I've told them several times that my option is to please put the money on my visa its a option in there cashier

And I'm getting tired of the run around.please be advised I'm still waiting but I will have to report them further if I have if they can't pay me they have no right to be on the net letting usa players or no other players play and keep there money im still waiting for another response from them

They just emailed me they want me to create a bit con account we don't use that here please would you advise them that I want it put back on my visa if they are not going to do that I will take further actions the only reason I played there is you gave them a good rating im getting tired of casinoes ripping us all off its not right see what you can do for me please thank you brad

Thank you very much Bradley for your reply. I will now transfer your complaint to my colleague Viliam 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 Bradley,

I looked at your complaint and will do my best to help you. I would like to invite Rich Palms Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

viliam hi and thank you // im so tired of these online casinoes doing this they can take my money but dont want to give you your money you won in there casino cashier it states you can withdraw your money useing visa so why wont they let me withdraw my money. like i told kristina i think im going to stop playing casinoes on the internet cause the have excuses for everything its now been a month and it should never take that long especialy when i sent all my papers in and everything was ok if they cant pay me then they should be blacklisted so they dont keep takeing people please do what you can do before i take other steps im very sick of these casinoes doing this im 72 years old and i dont need to be treated this way especialy when ive spent thousands of dollars at these online casinoes thank you brad

Hello,

Thanks for your inquiry!

We’ve been informed by the Casino representative that the account has been enabled for the future withdrawals upon the receipt of all the required documents.

The representative had requested BTC wallet or other bank accounts because the bank account provided doesn’t accept direct international wire payments (only through intermediate bank). This type of wire is not available on our end. Since a player didn't have those, an exception has been made and the account has been already approved for payouts.

Please kindly let us know should you need any further assistance.

Best regards,

Rich Palms casino

I went to the casino and they only let me withdraw 250 dollars out of my 500 I won so I withdrew 250 and they made the other 250 disappear so if I get my 250 I guess thats better than nothing i will stay in touch and let you know if I get it also i have pics of what my withdrawel was to be and pics of what they allowed me if you need to see that I can have my daughter send them to you thank you brad they said the money would be there in 7 days

Hello,

As we've checked, the customer had been playing with a Match bonus (ASGARD coupon code) which gives 250% on top of deposit - $250 bonus on top in this case.

According to our Terms and Conditions, in Match bonuses, the bonus amount itself ($250) is to be deducted upon withdrawal:

14.3. There is no maximum cashout restriction attached to Match bonuses, but the bonus amount is sticky, and the initial bonus amount will be deducted upon withdrawal.

So, basically, $250 was the winnings and $250 was the bonus amount given on top to increase the chances to win.

Please tell me if there's anything else we can help you with.

Best regards,

Rich Palms Casino

Dear Bradley,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will mark your complaint as resolved because Casino paid out all of the winnings.

No I won 500 dollars and they took 250 of that so now they are saying I have got nothing coming to me what a rip off casino now I'm going to do everything in my power to get them removed from the internet they are a very nasty casino and should be on the black list so more people don't get ripped off im turning them in in there country for what they are doing and going to get them shut down if I can what a rip off casino they are I will have people working on this to get them shut down they are such liers thank you brad

It looks like I'm going to get 250 of my money so thats good enough I'm not going to fight with no one no more im just not going to play at most online casinoes no more so if I get the 250 for sure then we can let it go im 72 years old I fought 3 years in viet nam I was a ranger and now im tired and don't want to fight with casinoes on line no more and I thank you for your help btad

There is probably no chance that you'll get another $250 because Casino paid you your winnings and the rest was sticky bonus (which is clearly written in their TCs). Please, let me know if I can help you with anything else. Otherwise, I'll mark this complaint as resolved.