RichKing Casino - Player’s withdrawal was delayed.

I have been told that my withdrawal has been approved and paid and I should wait 20 working days. I have done that and still not received my funds. Whenever I email them they just ignore me.

Dear Lucy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

It has been approved and they have told me they have made the payment

Have you received any payment receipt or transaction tracking number from the casino? Which payment method you have opted for to receive your winnings, please?

Yes I have received an email confirming they are refunding me 500 euros back to my card

Email, but not an actual payment receipt from the casino proving that they already processed your payment, is that correct?

That’s correct I have uploaded the email, whenever I contact them they just don’t reply. I also have the same issue with another casino rollnwin- do you help with them too?

Thank you very much, Lucy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Lucy,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite RichKing Casino to the conversation to participate in the resolution of this complaint.

We would like to ask RichKing 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Lucy,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter