Ripper Casino - Player’s withdrawal is delayed due to verification issue.

On May 30th, I sent in my verification documents to verify my account before making a deposit at Ripper Casino. Just a few hours later (8 I think), I received a response informing me that my documents were approved and my account is now verified. The following day, June 1st, I make a deposit and end up winning! I request my withdrawal of $1842.83 and wait the mandatory 48 hour for processing. I even went to chat to confirm my account was verified and I was told indeed it was. Today, June 3rd, I receive an email stating my account is not verified, my documents cannot be accepted and that I need to send alternative documents in order to verify my account and receive my winnings but my withdrawal will remain "processing" until it’s verified. I responded with a screenshot of the previous email stating I was verified and documents were approved and also pointed out that the documents I submitted follow the requirements they provided perfectly. I hope this was an oversight and not an attempt to delay payment as it is a larger withdrawal but the fact that they did this so close to end of the 48 hour period is really suspicious. I need assistance in making sure I receive my winnings. Also the screenshots would not upload so I tried uploading it here. If you have any questions or need me to send my evidence elsewhere, please let me know. Thank you.

Hello Ngg360,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Ripper Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and as you deposited after your initial verification, the casino needs to verify your payments as well.

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for your prompt response. To clarify, I sent all required documents (drivers license, selfie holding license and proof of address) to their documents team on May 30th. I received a response from them hours later stating that all documents were approved and my account is now fully verified. It wasn’t until after I made a deposit and submitted a withdrawal request for $1842, that I suddenly received an email claiming my account was not verified because my documents could not be accepted— despite receiving an email previously confirming they were accepted and my account was now verified. I waited to make a deposit until my account was fully verified. I included screenshots of both emails with the dates I received them on below.

The documents I submitted were up to standard— clear and uncropped, showing all corners of my license and my proof of address document. If this wasn’t an oversight and clear mistake on their part, my concern is that they are backtracking and making excuses in attempt to delay payment. According to their withdrawal policies, my withdrawal should be processed today and I should be receiving my winnings so their timing is quite suspicious. I appreciate your assistance and look forward to your response.

Best Wishes,

NG.

I’m actually having issues uploading the screenshots of both emails I received from Ripper Casino. I’d like you to see them because the dates are listed which prove they had already accepted my documents and fully verified my account before I made my first deposit. And since submitting a withdrawal requested, they’re now claiming my account is not verified. Is there an email I can send them to? Please let me know.

Hello Ngg360,

Which was the e-mail you first forwarded your documents to and which e-mails did the casino provide to you?

Hello Nick,

I’ve had correspondence with both documents@ripper.casino and support@ripper.casino but I initially submitted my US Drivers License, required selfie and US Military bank statement (as proof of address) to the documents email.  

UPDATE: I went back and forth with both departments demanding to know why & how my account suddenly wasn’t verified anymore and my original documents were no longer accepted. 

Despite exchanging several emails, they offered me no answers or explanations and instead requested alternative documentation, which I did not have. The support dept stated I could submit my birth certificate instead. I was reluctant at first, but ultimately submitted it alongside my updated proof of address and required selfie. I was later asked to resend the docs without attaching them as they apparently weren’t able to view everything, and I quickly obliged to avoid further delays. 

I continued to meet every request efficiently and effectively and I’ve submitted more than enough documentation proving my identity. Any additional attempts at delaying this process will be considered an overt effort to deny payment because I’ve provided everything conceivable.

Thank you Ngg360 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ngg360,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Ripper Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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.

Dear Ngg360, we have received information from the casino that the withdrawal has been processed. Could you please confirm once you have received the payment?

Dear Ngg360,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.

Dear Ngg360,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru