Hello,

Honestly, I'm writing this email because I'm finally at the end of my patience.

I have been playing on this site for a very long time and initially their payments were very fast. I also have VIP status, very funny. ?? But then they suddenly told me that I had reached the withdrawal limit "set by them" and that I needed to verify my account. Yes, I can agree with this, but the events I experienced really completely overflowed my patience. They asked for a photo of my ID card, I sent it and it was accepted. They then asked for a proof of address.

Although there is no article such as "it must be sent as pdf" in the site rules, they asked for an address record in pdf. I sent my letter from the insurance, I sent a screenshot of my bank account statement with my address, name and creation date, but they rejected this too.

Although I sent the original pdf of the receipts of my payment, they also rejected this with reasons such as "already sent, not necessary".

I think the person working in the account verification department has ulterior motives. Although everything is very clear and clear in the images, he deliberately rejects my files.

Later, when I connected to live support or spoke to the Vip manager, they told me that I had to send my full monthly bank statement as a pdf. Why should I share such a private document? I have other personal money transactions there.

In addition, Richard Casino site is not a betting site that is legal and recognised in my country.

The site never wants to pay money or wants to have the information. I feel this is malicious.

When I asked for help and to speak to an authorised person, live support constantly redirected me to another line and this line never connects. I want my victimisation to be resolved as soon as possible and I demand that the money be deposited into my account.

Best Regards

Dear mitsav,

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 takes KYC lightly, and it might take a few working days to complete this thorough process. 

Please check the terms and conditions:

Typical KYC documentation required to consider the verification complete is listed below. Please note that the Casino reserves the request for additional documentation at its sole discretion.

proof of identity: government-issued identification that must contain the following info: full name, date of birth, issuance/expiry dates, and the photo;

Examples: passport, identity card, driver’s license.

proof of address: the document confirming Your place of residence stated during the registration process showing: your full name, residence address, and the issuance/expiry dates. Please note that You should submit the proof of residence no older than 90 days (3 months) of issuance.

Examples: utility bill, bank statement, insurance.

proof of payment: the document confirming that You sent the payment to the Casino. In principle, it must show the sum debited, the name of the payment account holder, and the payment date. However, given the variety of payment methods available, their verification procedures might be slightly different.

• Could you please specify when exactly verification started?
• 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 resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

The sole purpose of your site was to save time and make me lose money completely and you have achieved your goal. This is the second time this has happened. Despite the fact that I had previously won 700 euros and now 300 euros, you constantly "deliberately" refused my request to verify and thus provoke the user to save time and lose money. Yes, I got angry because I realised that you were not going to give me the money and I lost all the money with ridiculous bets on purpose.

I sent all my evidence for the verification process to your KYC department in full. Firstly I proved my ID card, then I proved my address registration with both my bank statement and a current letter from my insurance, and I sent you 4 separate transaction receipts as .pdf that I paid you. All the evidence I sent was constantly rejected in a unserious way with reasons such as "already sent, dont need". Afterwards, when I asked for the e-mail of an authorised person, my communication with live support was blocked. I reached a support person by e-mail, who told me that I had to send them my bank statement for 1 month. Why do I have to share my private expenses with a site that is not even licensed in Germany? If the purpose is proof of address, my name, address and date were clearly visible on my bank statement in all the images I sent. The nonsense is that the date I sent the money was 02.06.2025 and account statements are always sent at the end of the month. So it was necessary to wait for the end of the month to make the transaction and they did not offer any other middle ground. This is malicious and raises doubts about the reliable storage of information.

I never plan to play on this site again and frankly, I opened this complaint because I don't want other people to be victimised. There are many sites, please try your luck in other casinos. Especially don't waste time on a site that doesn't even have a licence in Germany.  I think it is a malicious site that stole my efforts and money. I am definitely complaining about the KYC verification team.

Dear mitsav, do I understand correctly that you have lost all your money before completing KYC verification? Do you have any funds left on your casino balance at the moment?

Yes, I lost my entire balance because this is the second time you are doing this and you were not going to pay me anyway. If you examine the log records and the documents I sent you, you can see that the KYC unit had ulterior motives and rejected the documents completely on its own initiative.

Everything was very clear in the documents

Dear mitsav, sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could complete KYC verification faster but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time. 

Please let me know if there is anything else I can assist you with, or if this complaint may be closed.

This site don't even give people the money they deserve and earn. I didn't think you would pay back any loss or regret money anyway. ?

?I just want all players to be careful. After paying earnings for a certain period of time, this site puts obstacles in order not to pay bigger winnings and aims to make you angry and lose your money. Please be careful!

Dear mitsav, thank you for sharing your experience. As mentioned earlier, we cannot ask the casino to refund your money as it was lost during the gameplay.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.