RichPrize Casino - Player’s winnings payout delayed.

Dear Casino Guru,

I won again at this casino. However, now it is a larger amount that has not been paid to me. I've been waiting for the prize to arrive for 8 days, but I keep getting the message (if I can reach customer service) that "still under review and we will update you ASAP". Of course nothing happens and I am not informed. I can't reach them by e-mail, it's very painful to contact them via chat.

Even though my last prize was paid out, I think I was a victim of a scam.

Can you help me?

Dear alterhun,

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,

Petronela

My account is fully authenticated (KYC). I also had a payment of 1100 euros before. So everything is fine with my account.

This case can be closed, because I received my prize.

Sorry for my impatience and my worries. I'm a little too abrupt, sorry.

Thanks for the help!

Dear Roland,

I wanted to reach out to address the payout delay issue you recently experienced. Firstly, I want to extend my sincerest apologies once again for any inconvenience or frustration this delay may have caused you. We understand how important it is for our players to receive their winnings promptly, and we're committed to ensuring a smooth and hassle-free experience for all our users.

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.

If you have any further questions, concerns, or require assistance with anything else related to our platform, please do not hesitate to reach out.

Thank you for choosing our platform, and we look forward to providing you with a seamless and enjoyable gaming experience in the future.

Warm regards,

Victoria

Thanks Victoria, and I’m sorry for my argument. This case can be close!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, alterhun, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru