Rich Palms Casino - The player's unable to withdraw.

I have made an account in this casino, wagered the bonus, deposited and sent my doccuments for verification porpuses on October 10th. On October 29th it was approved. They made my wire transfer on December 9th but still haven't reached my account. They said that I should call my bank, I did and my bank said that the transfer never made it here, that it must be blocked and the Rich Palms should talk to their bank. I passed this information to Rich Palms that asked me to send an email to the financial department with screenshots proving that I haven't receive anything. I mean!!!! Horrible! Why don't they just talk to their bank since it's there problem? Very unprofissional, very slow. I have sent the email but I haven't sent screenshots. Should I do all the work?? I am waiting on this since October 10th!!!! Please, Guru Casino, you are the only one who can help me.

Hello cscllamaral,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Rich Palms Casino. Allow me to ask you a few more question before we would move forward.

What payment method did you use for the withdrawal? Did you use any bonus to accumulate your current winnings? When was the last time the casino respond to you? Did you play/deposit or claim any bonus since you requested the withdrawal?

Please forward any relevant screenshot or chat to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Thank you for your response. The payment method I used was wire transfer. The winnings are from the welcome bonus and the last time I talked to the casino was yesterday. And I haven't played or deposited or claimed any bonus since my withdrawal request.

The casino responded saying that wire transfer takes longer, but the time was 5-7 business days I think. They suggested making a BTC wallet. I asked them if I would need to confirm it with a deposit cause that would make me pay more taxes. Anyways, I would prefer the wire transfer and I don't understand why it's taking so long and the casino didn't explained as well.

Thank you.

Hello cscllamaral,

Many casinos in the last few months suggest to withdraw with a crypto wallet. However, they still should delay the payment by over a month if the player chose an other way to withdraw. Did they respond you to your question about depositing from the wallet or you won't even consider to create one?

Hi,

They did respond but I don't know about the BTC adress yet. Even being a internacional wire trasnfer it's taking too long.

Thank you.

Hello again cscllamaral,

Even if you refuse to create the wallet, the delay is already too long even for the bank transfer. I will now forward your complaint to my colleague Viliam who will be assisting you from now on.

Good luck resolving it.

Regards,

Nick

Hello cscllamaral,

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

I have decided to make the bitcoin adress and I have send it trough e-mail as suggested, although they said the transfer would be made in the same day but it hasn't.

Dear Carla,

Thank you for addressing us with this query.

We were advised by the Finance Department representative of Rich Palms that your wire payment from 12/9 has bounced back and was re-sent 1/6, using the same bank details.

Please kindly submit the bank statement to the Finance Team, so that they assist you with locating of the transaction.

Kind regards,

Rich Palms casino team

Dear cscllamaral,

follow the Casino's instructions and let me know about your progress, please.

Dear cscllamaral,

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.

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