The player from Nova Scotia is facing difficulties withdrawing his funds as the casino requests additional bank information not necessary for an e-transfer. He has already provided proof that his banking details match the submitted verification information and expresses concern about the potential hindrance to his withdrawal of 600 dollars.
Richville Casino - Player's withdrawal is delayed due to extra requirements.
Amount: Can$600
Richville Casino
Safety Index:Above averageSafety Index
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7.8
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Case summary
5 days ago
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2 weeks ago
I believe that they are requesting bank information beyond what is needed for payment via e-transfer. i have already sent screenshots of my RBC profile showing that all my info matches the information i submitted to be verified. i now have 600 bucks sitting there and i am very worried that this will hinder the payment being to me. i have told them the i will not give them access to my account via the void cheque info they requested. this is because i paid the via e-transfer and that should only require my e-mail address which they already have!
this comes from their own terms and conditions-
(6.8. Withdrawals will be made to your bank account or other withdrawal methods available to you in "Cashier". The withdrawals are processed by the method used by the user to deposit funds into Account balance.)
what should i do to resolve this setback?
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2 weeks ago
Dear Beowulf,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly, and it might take a few working days to complete this thorough process.
- Could you please list which documents you have already provided and when exactly you sent the last one?
- What other information did the casino request on top of the screenshot of your personal profile in the bank?
- Could you please share with me the relevant communication from the casino regarding the requests for documents?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 week ago
Thanks for your reply.
Have you saved the communication where the void cheque is requested from you, and the issue is discussed?
Could you please share it with me as well?
Casino Guru is examining the case
