TombRiches Casino - Player is delayed in completing KYC verification.

Unable to complete KYC verification

I want to cooperate with the casino's KYC submission, but

MEXC Exchange does not offer a service that provides transaction history and name together. When I mentioned this, it was declined.

Dear hirokann0525,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you're experiencing. I would like to ask a few questions to better understand your situation and explore possible solutions.

•   Has the casino's customer support suggested any alternative methods for verification since you’re unable to upload a document that includes both your name and transaction history?
•   Have you tried reaching out to your payment provider to request a document that confirms your ownership of this payment method?
•   Additionally, have you proposed the option of uploading a video that demonstrates your legitimate ownership of your MEXC exchange account?

Your answers will help us determine the best way to move forward. Thank you for your cooperation, and I hope we can resolve this issue quickly.

Best regards

Veronika

Verified

Withdrawal not yet made

Please support me until the withdrawal is complete.

thank you

I'm really glad to hear that your account verification is complete! Fingers crossed that your winnings come through smoothly now. Could you let me know if you've already submitted your withdrawal request and what the current status shows? This way, we can keep track and follow up as needed.

Withdrawal not completed

Please continue to support us

Don't worry, this complaint will remain open until you receive your winnings.

Is your withdrawal request still pending or has it been canceled? You can provide me with a screenshot from your casino profile showing the withdrawal request.

Five business days have passed

Thank you for providing the screenshot. I completely understand your frustration regarding the delay in your payment. However, please keep in mind that it is quite common for withdrawals to take a few days or even weeks to be fully processed. Various factors can contribute to this delay, including a high volume of withdrawal requests, a review of your gameplay, or other external circumstances that the casino may not always be able to control. That's why we advise the players to be patient and wait at least 14 days after requesting their withdrawals for their winnings to appear in their bank account.

If you do not receive your winnings by November 20, or if your withdrawal request is canceled, please don’t hesitate to reach out to me, and I will continue to investigate the matter further.

Thank you so much for your patience and understanding during this time.

After all, the money is not withdrawn

I have requested support dozens of times.

Only standard responses are returned

Thank you for your reply. Please forward me the conversations with the casino customer support team and their explanation regarding canceling your withdrawal request. My email address is veronika.l@casino.guru.

It's not been cancelled

The money will be withdrawn soon

Repeated process

Could you please let me know if the money has reached your bank account yet? Thank you for your cooperation.

Okay!

was done

thank you

Dear hirokann0525,

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, 

Veronika

Casino.Guru