Dear Casino Guru Team,

I am writing to express my frustration with the KYC verification process for my withdrawal request made on 6/12 (700 euros in Bitcoin).

Despite my efforts to provide clear and visible documents, the KYC department has repeatedly requested verification without specifying the issues. This lack of transparency is causing unnecessary delays.

I am willing to promptly resubmit any required documents and can provide them for your review. Your swift attention to this matter would be greatly appreciated.

I trust we can resolve this matter promptly for a positive gaming experience.

Dear Mardock,

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 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

I have provide every document they need. And they keep asking documents even tho they have already accepted in the verification section. I can send you the documents that i have sent them. Just to know what they are getting and what they are asking. Every day i upload again and again different view of the same photos. I have no idea what else to do.

Thank you very much for your reply, Mardock. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I just sent it to you

Dear Dimitrios,

Thank you for bringing your concerns about the KYC verification process to my attention. Your cooperation is valued, and I understand the importance of a swift resolution to ensure a positive gaming experience.

Upon checking your account, I can confirm that most of the documents you submitted have been accepted, and I thank you for your diligence in providing those. However, it appears that we are still awaiting the copy of the card ending in ...5066, which has been used on our site. This missing document is causing a delay in the approval of your withdrawal request.

I understand the frustration this delay may have caused, and I sincerely apologise for any inconvenience. To expedite the process, I kindly request that you provide a clear copy of the above mentioned card. If, for any reason, the card is lost or stolen, you may provide alternative documents confirming ownership, such as a card statement or online banking screenshots.

Your prompt attention to this matter would be greatly appreciated, and I'm here to assist you every step of the way. If you have any questions or if there's anything else I can do for you, please feel free to reach out directly.

Thank you for your understanding and cooperation.

Best regards,

Victoria

VIP Manager

Hello Rich Casino.

I am writing to bring to your attention a recent transaction matter involving the Paysafe virtual mastercard ending in ...5066. This particular card was utilized for a deposit in your casino. Following the transaction, I promptly deleted this card and generated a new one, as Paysafe permits such actions.

In an attempt to retrieve pertinent transaction documents, I explored the Paysafe card history. However, I regret to inform you that there seems to be no available option for accessing such records on the Paysafe website. I will try and contact them and maybe they can send me a document that confirms ownership but i don't know if they can't help with this situation. Also you have already accepted my other new paysafe virtual mastercard that i made the last deposit and won. They only thing i have that shows that i have used the card is when i deposit in revolut with this specific card. Also now the withdraw amount is 950 total.

Dimitrios, I appreciate your prompt response and the effort you are putting into resolving this matter.

I understand the challenges you are facing in accessing transaction records from Paysafe, and I sympathise with your situation. We genuinely appreciate your willingness to explore all possible avenues to provide the necessary documentation.

In an effort to find a resolution, it would be extremely helpful if you could send any available information regarding the card, specifically the card number and name associated with it. This will allow us to thoroughly review the provided details and determine the best course of action.

Your cooperation is highly valued, and I assure you that we will work together to find a suitable solution. If you have any further questions or concerns, please feel free to contact me directly on [email protected]

Thank you once again for your understanding and collaboration.

Best regards,

Victoria

Hello everyone,

Thank you both for your cooperation.

Mardock, please get back to us when there is something new regarding the card verification. Thank you very much in advance.

They don't accept my skrill virtual card image that i have sent them. Even tho other casino have accepted. I have sent to skrill if they can send me a document that i am owner of the card. First time i have this complicated kyc process. That's bad

Thank you very much, Mardock, for your cooperation. I will now transfer your complaint to my colleague Natalia ([email protected]) 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.  

Hi Mardock,

I will be handling your case from now on.

Dear RichPrize Casino, could you please specify why the card image the player provided was rejected?

In case of any supporting evidence, feel free to send it to my email [email protected].

Kind regards,

Natalia

Hello and thanks for the help. I sent them the transaction history and a screenshot about the payment. I hope they accepted these documents.

Dear Rich Prize

I recently received notification that my submitted documents, outlining the date, deposit amount, and the last four digits (5066) of the card used, were unfortunately rejected. I understand the need for comprehensive verification and want to assure you of my willingness to cooperate fully.

However, it's important to note that Skrill, the payment platform used for the transaction, may not provide the specific document you're requesting. I am committed to resolving this matter promptly and am open to any alternative methods or documents that would meet your requirements.

After a positive conversation with Skrill, providing verification for the card ending in .5066, I was surprised to learn that my KYC documents were initially rejected two days ago. The casino chat advised me to await instructions from the KYC department, leaving me uncertain about the next steps.

In an effort to expedite resolution, I requested an email address for the KYC department to share the verification email from Skrill directly. However, I was instructed to wait for KYC to contact me, without clarity on what information is needed.

I value your assistance and would appreciate a prompt resolution to this matter. Your attention to this issue is highly appreciated.

Dear Dimitrios, thank you for keeping me informed about your progress. I appreciate your efforts in chasing verification with Skrill.

I'm pleased to confirm that we have received the documents, and they have been forwarded to our Risk Management team for verification. I will personally oversee the process and provide you with an update as soon as I hear back.

Your patience and cooperation are highly valued.

Best regards,

Victoria

Thank you very much for the updates, Madrock and RichPrize Casino.

Dear Madrock, please, let us know when you receive the results of the current review of your documents. Thank you.

Hello. Still nothing. Not even a reply.

Dear Dimitrios, first of all Happy New Year!

Let me chase this for you now and I will come back to you with an update.

Best regards,

Victoria

Happy New Year, i hope you bring positive news soon.

Despite my earnest efforts to comply with all necessary document requirements, it seems there is still a hurdle in the verification process. I wish to emphasize that I possess a crucial document from Skrill, explicitly affirming my ownership of the card ending in .5066. This document not only aligns with your verification standards but also serves as a robust testament to the authenticity of my account.

I'm setting the timer for RichPrize Casino for 7 days. I hope that you will share any updates in the set timeframe.

Dear Murdock,

Thank you for your message and your diligent efforts in complying with our verification process.

I'm pleased to inform you that our team has thoroughly reviewed the additional document from Skrill that you provided, and your verification is now complete. I have sent you a confirmation email to acknowledge that your withdrawal has been authorised.

Your payment request has been forwarded to our accounts department, and you will receive confirmation once the payment is processed. We appreciate your understanding and cooperation throughout this process.

If you have any further questions or require additional assistance, please feel free to reach out.

Much appreciation for your patience and cooperation.

Best regards,

Victoria

Thank you very much for the news, RichPrize Casino.

Dear Madrock, now, when verification is complete, please let us know as soon as you receive your withdrawal from the casino.

Dear Mardock,

I trust this message finds you well. I am delighted to confirm that the full payment of $700 has been successfully processed. Your patience and understanding throughout this process are highly appreciated.

With the completion of this payment, we consider the matter closed. We sincerely apologise for any inconvenience caused and hope this resolution allows you to continue enjoying the entertainment we offer at Rich Prize Casino.

Should you have any further questions or if there's anything else we can assist you with, please feel free to reach out.

Thank you for your understanding.

Best regards,

Victoria

The money have been received, and the case can now be closed. I appreciate the cooperation from the casino and the Casino Guru team. Thank you

Dear Mardock,

I'm glad to hear that you received the payout and your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

www.kpvfaw.com