The player from Germany had made a deposit at Rich Casino, used a bonus, and requested a withdrawal of €900.00. Despite the casino support having stated that withdrawals would take 24-48 hours, the player hadn't received the payout. The casino had offered a bonus for the delay and partially paid €300 out of €900. The player had declined the bonus and requested the full amount. After the player contacted a Twitch streamer who had advertised the casino, the player's payout was expedited. The casino had processed the full amount of €900 and the player had confirmed receipt of the payout.
RichPrize Casino - Delayed withdrawal at Rich Casino.
Amount: €900
RichPrize Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
Hello dear Casino Guru Team,
Unfortunately, I find myself needing to reach out to you once again.
On 30th November 2023 at 23:57, I made a deposit of €50.00 at Rich Casino.
I availed a bonus of 200%.
I have successfully utilized this bonus.
My KYC verification was successfully accepted & my documents have been verified.
That is -> bank card, a selfie with ID, date, casino website, residential proof.
A withdrawal amounting to €900.00 was requested on 01.12.2023 at 09:35.
According to T&Cs & Support it was stated that a withdrawal would take 24-48 hours.
Despite repeated inquiries to Support, I keep getting the same response as "It seems your withdrawal request is still being reviewed by our finance team. Due to a high volume of incoming request, withdrawal request is taking a little longer than usual,"
Today is the 7th of December 2023 and tomorrow is the 8th December 2023. To date, I haven't received a payout from this casino even though I have fulfilled all the required conditions.
I hope you can assist me further.
Automatic translation:
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4 months ago
Dear Ronnie,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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4 months ago
Dear Ronnie,
I hope this message finds you well.
Firstly, a heartfelt thank you for your cooperation in fulfilling all necessary requirements, including the successful completion of your KYC verification. I understand the frustration associated with delays in the withdrawal process, and I genuinely apologise for any inconvenience you've faced.
Please know that I am personally looking into the status of your withdrawal request to expedite its resolution. Your concerns are a top priority for us, and we are actively working to ensure a swift and satisfactory outcome.
To express our gratitude for your patience, I would like to extend a special offer: a 50% top-up bonus if you choose to transfer a part of your withdrawal request back to your balance. This bonus will be credited immediately, allowing you to enjoy our offerings while we expedite the processing of the remaining withdrawal amount.
Your satisfaction is paramount, and I am here to assist you throughout this process. If you find this offer appealing or if you have any additional questions, please feel free to reach out to me directly. I have sent you an email as well.
Thank you for your patience and understanding. I am committed to ensuring a speedy resolution to your concerns.
Victoria
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4 months ago
Translation
Dear Thomas,
First of all, thank you very much for your answer.
I can understand the decision that a complaint should only follow after 14 days. However, I am very frustrated with this casino. Finally, a well-known Twitch streamer advertised this casino and I became aware of it.
I will continue to wait.
Dear RichPrize Casino,
First of all, thank you for agreeing to answer.
I hope there will be a quicker review.
Thanks for the offer, but I decline this bonus offer. I'll wait until a payout is made.
Please understand my concerns too.
Ultimately, I want to have good trust in a casino where I also have the security of making deposits and, among other things, paying out.
I hope that a payment will be made promptly.
Best regards
Ronnie
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4 months ago
Dear Ronnie,
Your trust is paramount, and I want to assure you that we value your concerns.
I completely understand your decision to decline the bonus offer at this time. Your comfort and confidence in our casino are of the utmost importance. Rest assured, we respect your preferences, and we are committed to addressing your concerns promptly.
I'm pleased to inform you that the first installment of your payout will be processed today. We appreciate your patience, and we are working diligently to ensure a smooth and timely payment experience.
If you have any further questions or if there's anything else I can assist you with, please feel free to reach out. We are here to make your experience with us enjoyable and trustworthy.
Thank you once again for choosing us, Ronnie. We look forward to delivering the service you deserve.
Best regards,
Victoria
VIP Manager
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4 months ago
Translation
Dear Victoria,
Thank you for paying out a portion, but why only a portion of €900? I received the €300, but why not €900?
I just applied for the new payout again.
I ask for full payment and no installments.
I also ask that it should not take two weeks.
Best regards,
Ronnie
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4 months ago
Thanks to both parties for continuous updates.
Dear Ronnie,
Do I understand correctly your payout was partially paid out to you and the rest was returned to your casino balance? Have you requested a new withdrawal of the remainder of your winnings?
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4 months ago
Translation
Hello Thomas,
Yes, you understood that correctly. Of the €900, only €300 would be paid out and the remaining €600 would be credited back to the account. I requested a new withdrawal of €500 today.
Best regards,
Ronnie
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4 months ago
Dear Ronnie,
Thank you for your message, and I'm pleased to inform you that the full amount has been processed.
I sincerely apologise for any inconvenience caused during this process. Your patience and understanding are greatly appreciated. I'm delighted that we could resolve this matter to your satisfaction, and I hope you continue to enjoy the entertainment on our site.
If you have any further questions or if there's anything else I can assist you with, please don't hesitate to reach out.
Best regards,
Victoria
Dear Tomas, I can confirm that full amount has been paid now and with permission of Ronnie we can close this complaint.
Thank you
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4 months ago
Translation
Hello,
After I contacted the Twitch streamer, the payout was expedited.
I received the full payout.
Here I would like to thank Casino Guru, Twitch Streamer, RichPrize Casino again for their cooperation.
I still have a request for RichPrize Casino - please do not delay any payout or in installments. This reflects badly on you. This scares many players away from playing there.
The case can be closed.
Automatic translation:
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4 months ago
Hi Ronnie,
Thank you for your understanding and cooperation throughout this process. Your feedback is invaluable, and we appreciate it. Rest assured, we will take it on board to enhance our services.
We look forward to having you in our Loyalty Program soon.
Best regards,
Victoria
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4 months ago
Dear Ronnie,
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 and RichPrize Casino for your cooperation.
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
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