HomeComplaintsTombRiches Casino - Player’s withdrawal delayed due to document requirements.

TombRiches Casino - Player’s withdrawal delayed due to document requirements.

Amount: €100

TombRiches Casino
Safety Index:Very high
Submitted: 28 May 2024 | Case closed : 02 Jul 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 months ago

The player from Greece had a problem with a withdrawal delay. After undergoing verification and approval, the casino required another bank statement, which had already been provided in Greek. Despite this, the casino then asked for another document after an additional 11-day delay. We attempted to assist the player by requesting further details and contacting the casino. The casino confirmed the account verification and approved the withdrawals, stating they would be processed within 7 business days. However, the player did not respond to confirm receipt, leading us to reject the complaint due to lack of communication.

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5 months ago

I have already verified my account got approved for a transaction and after the 7 days passed I asked again why it hasn't come through they told my I had to give a new document from my bank that I have already provided in Greek my bank doesn't do statements in English and they told my to contract support again I send an email to support and they told my that my transaction was approved after another 11 days I ask again and now they want another document again.

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5 months ago

Dear Giwrgos995,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

  • When exactly did you request the withdrawal?
  • Could you please advise which documents you have already provided and when exactly you sent the last one?
  • Have you provided all the required documents as soon as possible and in the correct format?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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5 months ago
Translation

I have given all the documents that were requested from the beginning and my account was certified after 7 days of waiting for the withdrawal I was asked for some additional documents which I gave but they are written in Greek the withdrawal I requested a long time ago 20 days ago at least.

Automatic translation:
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5 months ago

Thank you for your reply, Giwrgos995. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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4 months ago

Dear Giwrgos995,

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.

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4 months ago

So my current status is awaiting withdrawal file

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4 months ago

Thank you very much, Giwrgos995, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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4 months ago

Dear Giwrgos995,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite TombRiches Casino representative to join this conversation.


Dear TombRiches Casino,

Could you please provide clarification regarding this case?


Thank you in advance,


Mirka


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4 months ago

Dear Giwrgos995,


We apologize for the possible misunderstanding and hereby confirm the successful verification of the account. The 2 withdrawals of 50 EUR each were approved from our side and shall be processed in up to 7 business days.


Kind regards,

The TombRiches Team

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4 months ago

Dear Giwrgos995,


I'm glad it seems like your withdrawal process is moving forward.


Please notify me, when you receive the withdrawals.


Thank you.

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4 months ago

Dear Giwrgos995,

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.

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4 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

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