RichKing Casino - Player’s winnings haven’t been received yet.

I won £500 and tired to withdraw the money but it’s still pending, I have tired to contact them but they have stopped all contact with me. This is illegal.

Dear Huddo123,

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

Dear Huddo123,

Have you received your withdrawal from the casino yet?

Hi, no I still haven’t received my withdrawal.

Hi, no I still haven’t received my withdrawal.

Thank you for your reply, Huddo123. Have you made any successful withdrawals before? Could you please advise if you have passed the KYC verification?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Thank you in advance.

Hi, yes I had previously withdrew £100 with no issue. I spoke to richking casino on the 24th August and they ask me to send a selfie with my passport, I did that but still haven’t received the payment or heard anything from them.

Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before? When exactly did you make your last successful withdrawal?

Hi, it was a bank transfer, it was the same method as before and that was 16th June 2022

Thank you very much Huddo123 for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Huddo123,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite RichKing Casino to join the conversation and participate in the resolution of this complaint.

Dear RichKing Casino,

Can you please update us on the player's withdrawal status?

 

Best wishes,

Tomas

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Huddo123,

 

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I wish I could be of more help.

 

Kind regards,

Tomas