The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, his payout hadn't been received at that time. The player had expressed frustration over the constant need for verification, as he only had an ID card. The casino had clarified that the payout request was initiated in March, not February, and KYC verification was mandatory. The casino confirmed that they had completed the payment of €151, which the player confirmed he received.
RichPrize Casino - Player’s winnings haven’t been received yet.
Amount: €151
RichPrize Casino
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8.4
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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9 months ago
Translation
Dear Team, I wanted to file a complaint because I can't seem to get my payout there.
I have used the welcome bonus and wanted / want to cash out €151. I have been waiting for my payout since 04.02.2024. All documents have been sent, my address and payment method have been accepted, but my identification has not, so to speak. I received an email asking for a photo with ID, etc., which I did and sent, but it was *not* accepted, because I was asked to send a photo with the same documents / requirements, but with a different form of proof (passport, driver's license etc). Unfortunately, I do not possess a passport or driver's license. Furthermore, it was claimed that my documents were supposedly accepted, but then they were not. Then I was asked to submit a new request, and nothing happened. I am seeking assistance. I am attaching a few documents for your reference.
Automatic translation:
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9 months ago
Dear Tekkfried,
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
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9 months ago
Translation
Hello, on the one hand the problem isn't even the payout, but rather that I have to constantly verify myself, but unfortunately I have an ID card, nothing more.
And now they want photos again with a driver's license/passport, but I don't have them.
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9 months ago
Dear Tekkfried,
Thank you for reaching out to us regarding your payout concern. We appreciate your patience.
Upon reviewing your case, we would like to clarify that the payout request was initiated on the 4th of March, not the 4th of February as mentioned in your complaint. As a new player, we would like to inform you that KYC verification is mandatory for all our users, and we must adhere to the established guidelines.
We have successfully completed the payment today, and you should receive the €151 in your account shortly. Kindly confirm receipt of the withdrawal once it reflects in your payment method and that this complaint can be closed.
Kind regards,
Victoria
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9 months ago
Translation
Thanks so much !
Am I now fully verified or will I have problems again when making a withdrawal?
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9 months ago
Dear Tekkfried,
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 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.
Best regards,
Kristina
Casino.Guru
