Rich Palms Casino - The player struggles to withdraw his balance.

I’ve won $36k over some time. Tried to withdraw my winnings only to be told I can only do $500 every 10 days which is obviously ridiculous. While one amount is pending I’m unable to withdraw any more until it’s cleared. It’s probably important to note that I have still yet to receive any of it and would be surprised if I ever to do be honest.

not good enough!

spoken with live chat who asked me to message finance department who were also not helpful.

Hello Mickjen,

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? 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?

Based on the casino terms - While planning their withdrawals, Customers should keep in mind that the Casino’s withdrawal limit is $500 or AUD 500 per day, or $2,000 or AUD 2000 per week - there shouldn't be that low limit. Can you please advise how long is your current withdrawal pending and how many did you already receive?

Looking forward to your answer.

Regards,

Nick

Dear Mickjen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

This was the casino’s response;

Dear Michael,

Thank you for your email.

First of all I would love to congratulate you on winning such a great amount! You can request multiple $500 withdrawal requests with different payment methods, but unfortunately limits cannot be changed :(

But I will make sure to do what's in my power to expedite the payouts and send them at the earliest convenience!

i haven’t received any payouts yet. It’s still pending and while it’s pending I’m not able to apply for any more. By the rate this is going I won’t be getting the amount any time soon!

yea my account has been verified. I cannot remember if it was won with money or bonuses as I have put a lot of money into it.

Sorry I realised I had an email from them saying a third party has looked into it and after looking into it Australia online gambling isn’t authorised in Australia and decided not to proceed with withdrawal!

Do I understand it correctly that the casino decided to not pay you out? Did they offer any other solution for you to receive your money?

Dear Mickjen,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

The complaint will be now closed for the above mentioned reason.