RichPrize Casino - Player’s winnings have been delayed.

The casino has not paid me my winnings for 7 days, stopped responding to my messages, chat completely ignores me when they see me texting them

The casino contacted me after reading my negative comment, but now again it does not respond to my numerous messages

Dear kaczka381,

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

I understand ma'am, However, the casino does not respond to my messages at all ... For several days he has been asking if everything is okay, if any documents are needed, he does not get any reply

When the consultant writes to the chat, the consultant only writes a greeting, he does not answer my questions at all and after some time the chat disconnects, that's why I decided to file a complaint because I think that this is very bad treatment of customers and I would like some consultant to comment here

So far I have not received any response from the casino despite having already written to them about 30 times

Could someone from you write to the representative of Richprize Casino and ask them about me?

I don't know if I need to send any documents or do something else because I don't get any response from the casino

Hello... The casino has yet to give me any information on my payout.... It's been 12 days now and I don't know what to think

I understand your frustration. However, as I mentioned in my first reply, we usually recommend players wait up to 14 days for the winnings to appear in their account.

Based on your previous comments, could you please advise if you passed the KYC verification in this casino? Have you made any successful withdrawals from this casino in the past?

Yes, I sent all the necessary documents and made several withdrawals earlier at this casino

I wrote whether I need to send any documents, but I did not receive any response from the casino

Dear kaczka381, have you received your withdrawal yet? Please let me know.

Unfortunately, no... So far, the casino has not paid me the funds, they have not even contacted me about it, even though I wrote to them every day about it, both by e-mail and via chat.

Thank you very much, kaczka381, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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 in the near future.

Hi kaczka381,

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear RichPrize Casino, I'd like to invite you to participate in the resolution of this complaint. Can you please share more information regarding the case? Can you please specify what are the reasons for delaying the player's withdrawal? Was it already processed from your side? I also wonder how can you explain the bad communication from your support team the player experienced.

I hope that you can assist in this matter. If you have any supporting evidence regarding the payment methods used by the player, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

Thank you Mrs. Natalia.

I would like to ask Richprize Casino for a response and willingness to enter into a dialogue, because not so long ago they encouraged me to return to the game.

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’ which may negatively affect its rating.

Has Richprize Casino still not replied to my case?

Dear kaczka381,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Natalia

We’ve reopened this complaint at the request of both parties. After the complaint was closed, the communication between the player and the casino was ongoing in the casino user reviews section, so I'd like to quote the messages from the participants.

Dear kaczka381,

I'm pleased to inform you that your payout delay has been fully resolved, and you should have received your winnings in full. I appreciate your patience and understanding while we worked to rectify the situation. Your satisfaction is of utmost importance to us, and we take any issues that may arise seriously.

Once again, I apologize for the delay and any inconvenience it may have caused you. We value your trust and continued support, and we are committed to continuously improving our services to ensure a better experience for all our users.

Warm regards,

Victoria

The player confirmed receiving the money:

Thank you for your help, Mrs. Victoria 🙂

The funds have been transferred to my account. I am asking Casino Guru to remove my complaint.

Though it took some time, the channel of communication between the player and the casino was settled, and I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Dear kaczka381, thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.