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

want to withdrawal $450. Sent the documents for the withdrawal verification process 11/16. Sent follow up emails 17th and 18th wanting a confirmation of receipt of documents. No response. Sent email on 19th and they told me what the process was again for verification. I was confused and irritated so I resent documents again just to be safe. Live chat said I would have an email by the 19th but it never came. Contacted live chat on the 20th and they explained to me that since I resent the same documents on the 19th they would need another 7 days to review them even though they are the same documents I sent on the 16th. Per their own T&C they needed to respond by the 20th regarding my verification documents. They are now making me wait until 11/26 for a response. If they accept them by then it will be another 7plus days for me to receive my withdrawal. Btw I can’t deposit on the site until my withdrawal is completed so I can’t play on their site at all until the verification process is completed. Customer service called me "illogical" for questioning this whole process and dismissed my concerns. Once I get my withdrawal I’m out!

Dear Chris,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Subsequently, it’s quite usual for a 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 especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Dear Chris,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.