Richard Casino - Player's account verification rejected and winnings denied.

Subject: Complaint Regarding Account Verification and Payment Denial

I am writing to express my frustration and disappointment regarding my recent experience with your platform. 

To provide context, I recently won $200 on your casino platform, which was an exciting moment for me. However, my joy quickly turned into frustration when I was asked to verify my account. I promptly updated my documents as requested, only to be repeatedly told that my documents were cropped and not approved.

Despite my numerous attempts to rectify the situation, providing all necessary documents upon request, I was met with further obstacles. Upon contacting your live chat support for clarification on which documents were required, I promptly submitted everything requested, only to be informed of yet another reason for refusal: supposedly, another account had been played on your website using my device.

While I explained that it was possible my partner had used my phone to play, I couldn't be certain. Nonetheless, this reason was used to deny my winnings. I requested evidence to support this claim, but none was provided. Eventually, I was assured that payment would be made, only to receive an email hours later stating that my payment had been canceled.

This experience has left me feeling frustrated and undervalued as a customer. I believe I have complied with all necessary requirements and deserve to receive my winnings promptly. I kindly request a thorough review of my case and a resolution that upholds the integrity of your platform and honors the winnings rightfully earned.

I appreciate your attention to this matter and look forward to a swift and satisfactory resolution.

Sincerely,

Nhu T

Dear nhu23T,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Richard Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you confirmed with your partner, whether he created another account in the casino? Has he used your device to log in a play in the casino?
• Could you please explain if you played in the casino using bonuses? Were your winnings accumulated with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear nhu23T,

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.

They have paid me. The problem has been solved.

Dear nhu23T,

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 issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru