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

I had previously 1 2 second place chips that I was never able to redeem. The 2 weeks prior to this event. I deposited and lost went to customer service to get my chip and was given a 10 dollar free chip instead of the 50 or 25 dollar tournament winnings. So with that 10 dollar chip the cash out is 6x however the min allowed withdrawal period at the casino is 100 the employee knew this. I’m being told that I beed yo deposit 40 to get the minimum even tho I won almost a thousand dollars with that free chip of 10 when I should have been given the 50 or even 25 one. When I asked staff about this they said that I have to still deposit to ge to the 100 then I can come back and collect my winnings from the tournament. This is absolutely unfair I haven’t touched my account balance in almost a month I’m afraid if I do my winnings will be void. The employee who chose to give me the 10 chip is at fault I want what I’m entitled to or I’m not cashing out at all and I’m not playing there ever again. I’m respectful to customer service even tho I’m upset that this happened I believe they should pay or fix the mistake I’m not paying when they knew what would happen I wouldn’t meet the requirements to withdraw anyways.

Hello vtgirl010,

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

Could you please advise if your account is already verified and is yes, since when exactly? Isn't there any other withdrawal option where the minimum amount is lower than 100€? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I have been waiting about a month for it to be verified. I have sent all documents and confirmed with them again this past week. Since then i have not gotten a response. I have spoken to 3 different employees on chat regarding the minimum amount to withdraw and they all state that that’s the lowest amount. And would have to pay 40 dollars to pull out the 100.00 my balance is just over 800 but I’m not entitled to that only 60 apparently. The last conversation I had with them regarding the issues mentioned above was the transcript I attached in the original complaint on Tuesday feb 7th.

Thank you vtgirl010 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear vtgirl010,

I am so sorry to hear you are unable to withdraw your funds. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Rich Palms Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Rich Palms Casino,

Could you please state why the player is unable to withdraw the funds?

Thank you in advance for providing the information.

Kind regards,

Stefan

I was finally able to get my account verified. I did put in a request for 500 I’m just waiting to see if they approve or deny it. Thank you

Hello,

Thank you for addressing your query to us!

As per the casino cashback program, which is explained to all customers upon the phone verification and through email, 100% cashback is given on the two first deposits, 50% - on the third purchase, and 20% - on all the further ones. The last deposit placed constituted $29, and the amount of Free Chip granted was $10 in accordance with the terms.

Regarding the payout, as we have checked, the withdrawal request was set yesterday, so the finance department will check it within the timeframes. Please keep in touch with them in case of any further questions on this.

Kind regards,

Rich Palms Casino team

Dear vtgirl010,

Are you satisfied with the casino's explanation? Could you please let us know once you receive the payment?

Thank you very much in advance.

Kind regards,

Stefan

Dear vtgirl010,

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.

I was told I needed to deposit 40 to get 100 because that’s the min. I’m frustrated that they would give out a 10 dollar chip - when I had a 50 that I won. If the min is 100 but for a free chip the max is 6x so 60. I don’t think I’ll be depositing to withdraw it does not set right with me. Thank you for looking into this regardless of the outcome. My suggestion to the casino is to get rid of the 10 dollar free chip it’s misleading and wrong to make someone deposit when they are a paying customer already in order to withdraw. Or Change the terms for the lower free chips. Other then this issue the casino is great and I hope the terms could be fixed so this doesn’t happen to someone else it’s hard enough to win so when you do and aren’t able to really win due to the terms. You shouldn’t have to pay money to get your winnings it feels like a loose loose.

Dear vtgirl010,

Please be kindly advised that the amount of cashback is always predetermined by the amount of the last deposit(s) made. However, the casino respects your preferences, and it has been decided that your gaming account will not be credited with the Free Chip lower than $17 (unless you ask for it), which will allow to cash out $100 without the additional purchase.

Please feel free to contact Casino Support 24/7 in case you'd like to change that anytime, or you have any other queries.

Kind regards,

Rich Palms Casino team

Dear vtgirl010,

Did you manage to request a withdrawal?

Thank you very much in advance.

Kind regards,

Stefan

I have not received it. I haven’t gotten any communication on it so I’m not sure what’s going on I’m hoping to hear back by Friday the latest!

Dear Rich Palms Casino,

Could you please state why the player is unable to request a withdrawal?

Thank you very much in advance.

Kind regards,

Stefan

Sorry yes I was able to request it it’s not been processed yet I’m hoping to see movement by Friday. Sorry I worded my last message the wrong way

Dear vtgirl010,

Thank you for your response and the information provided.

Please let me know once you receive the payment.

I am looking forward to your response.

Kind regards,

Stefan

Still no payment it still shows pending on my account which is on day 9 now. I requested it on the Feb. 26th.

Dear Rich Palms Casino,

Could you please state why the player's withdrawal has not yet been processed and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hello,

As we have checked, the customer's withdrawal was approved and sent yesterday within the timeframes. The confirmation email was sent by our Finance team too.

vtgirl010, please let us know when you receive the payment.

Kind regards,

Rich Palms Casino team

Dear vtgirl010,

Please let us know once you receive the payment.

Thank you very much in advance.

I am looking forward to your response.

Kind regards,

Stefan

Dear vtgirl010,

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.

I did receive the payout I apologize I forgot to respond! Thank you 😊

Dear vtgirl010,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Stefan