Richard Casino - Withdrawal of player's winnings has been delayed.

Hi, i made deposite with 2 different Debit/Credit card. One of them has my name on it and the other one dont.

I have provide all request document and am currently waiting for my new card with my name on it from the bank.

Every tried of withdrawal was systematically cancel/rejected from the casino claiming that they need proof that i am the owner of the debit/credit car that doesnt have my name on it. I did send every required document and tried to explain that this card is link to my bank account but they keep saying that i need to gave them a statement with all the deposit made on the casino witche i gave.

But they keep denied my withdrawal.

Please help me i do not know what to do and it is very frustrating.

Dear Thelastmann,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

They do not verified my document and keep saying that they need a specific document wich i already provide.

Dear Thelastmann,

Have you received your withdrawal from the casino yet?

No

Thank you for your reply, Thelastmann. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if the card without your name belongs to you?
• Do I understand correctly that verifying this card seems to be the only issue?
• Has the casino approved the rest of your documents?

Additionally, please forward all relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Yes the card is mine,

They do not accept that this card is link to my bank account wich i provide all the deposit history but still doesnt accept it.

Some of my document have been verified and accepted but other are been pending for at least a month and a half.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Thelastmann,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.