Rich Palms Casino - The player struggles to verify.

TERRIBLE EXPERIENCE AT THIS CASINO!!! I won a welcome bonus at this casino, fulfilled the wagering requirements and made my first deposit to claim my cashout. Then I sent the documents to verify my account and it's been more than 30 days since they released my account to withdraw. In other words... this casino is a fraud that prevents the withdrawal even if you fulfill all the requirements for it. Customer service is terrible and doesn't help us at all because they say that only the financial department can release the account verification, a department that requires 4 business days to verify the account but that actually doesn't respond or when they send a response it's asking some document that you have already sent just to save time and not release your withdrawal. I've already sent 6 emails with all the documents and they don't verify the account and keep asking for another 4 business days and so your account is blocked to withdraw. DO NOT DEPOSIT ANYTHING IN THIS CASINO AND DO NOT PLAY HERE 👎

Hello Deboracsgg,

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 which documents are already verified and which are still requested by the casino?? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that it might take up to 14 days to receive your first payout after finishing the verification. Also it is common that the casino requests multiple documents and even the same ones multiple time if there is something incorrect or less visible on them.

Looking forward to your answer.

Regards,

Nick

The documents I sent on the 8th of June were Driver's License, Proof of Address (VIVO phone bill issued 30 days ago), Completed and signed Withdrawal Request Form, Bitcoin key address. In the last email that the casino replied to me was on the 20th of June. Requested again Proof of Address and BITCOIN key, I sent it again on the 20th and after this date no one replied regarding account verification and online support does not help us with this question. As soon as it completed 4 business days I sent an email asking for a return but no one responds. I registered at the casino and received a Free Bonus, fulfilled the wagering requirements of this bonus and was informed that I had to make a minimum deposit of $25 dollars, I deposited $29 dollars and fulfilled this requirement as well. Since the 8th of June I have been waiting for the withdrawal to be released and I have fulfilled all the requirements requested by Casino Rich Palms.

Also remembering that the casino's support department has already contacted me by phone on the 8th of JUNE to confirm my data and even so, I'm still waiting for the release of the withdrawal.

...

Thank you Deboracsgg for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Deboracsgg,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rich Palms Casino to join the conversation and participate in the resolution of this complaint.

Dear Rich Palms Casino,

Can you please provide an update on the status of the player's verification/withdrawal?

Kind regards,

Adam

Dear Debora,

We contacted the Finance Department of Rich Palms regarding the matter you've addressed us with. Please be notified that your gaming account has been approved for requesting withdrawals.

Please let us know, should you have any questions.

Kind regards,

Rich Palms Casino team

The account was verified and the withdrawal was requested on the same day 04/07/22. I'm waiting for the withdrawal to complete. Could you speed up the completion of the loot?

Thank you for your response, Rich Palms Casino.

Dear Deboracsgg,

I am glad to hear that your account has been verified. Please be aware it may take some time for your payment to reach your account. I will extend the timer for seven days, please let me know of any developments in the meantime.

Kind regards,

Adam

Good evening!

My account has been verified but today Rich Palms Casino is not opening the site and all the emails I send go back to my inbox with an address not found. I haven't been able to receive my withdrawal until today. The casino is down, help me please!!!

Dear Deboracsgg,

That's great news!

I'm glad to hear that your payment has been received and the issue has been resolved. I will now mark the complaint as 'resolved' in our system. Regarding accessing the website, I have been informed by the casino that they are working to resolve the issue.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam