I have had numerous emails back and fourth with rich casino.

eventually all my documents ID and bank cards were all approved along with the vouchers that were needed as part of the withdrawal process.

This has been on going for almost 3 months...

I deposited a lot of money into this casino.

eventually I received an email saying my withdrawal process had been approved and that my money had been sent via bank transfer which could take up to seven business days.

low and behold on day 7 no money has been received and my account has been disabled.

I emailed them on a few occasions to let them know my bank had been contacted and were aware of the pending bank wire transfer but got only one email to say contact accounting at rich casino to ask for more information on my account.

Dear Simone,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. For how many days exactly have you been waiting for your withdrawal? It’s quite usual for withdrawals, to take a couple of days to get fully processed. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Please forward any relevant communication between you and the casino to [email protected] (Or you can post it here).

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristína

Hi Kristina,

my request was again submitted I think for the fifth or sixth time.

this time I have been waiting since approximately the 8th of September.

I have just received an email from there support team to advise if money doesn’t go in by tomorrow, to then request a bank statement from the 1st of this month up to today’s date.

I am not sure if this is possible as statements are only issued quarterly.

I do have online banking but it would just take so long to screenshot every days transactions for two weeks worth.

I will however wait until tomorrow to see if there are any deposits, before I contact my bank to request a statement.

I do however really appreciate your fast response.

kind regards.

simone.

Simone, thank you very much for your reply. This is a standard procedure - before the casino sends the transaction again, they have to make sure that you really didn't receive the money.

Please, keep me updated if there is anything new, so we can proceed with this complaint accordingly and intervene if necessary.

Thank you for those screenshots, Simone. I don't see who is the payment from on the bank statement. Are you sure this transaction has been sent to you by the casino?

Hi Kristina,

I have emailed rich Casino with bank statements from the 1st sep - 17th sep

as requested but I haven’t had any response.

Thanks

simone.

Thank you very much Simone. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Kristina,

Thank you for your reply. It’s just good to be kept in the loop, so I know I’m not being ignored.

I hope to have this resolved as soon as possible.

kind Regards.

Simone.

Hello Simone.

Thank you very much for sharing your negative experience with the Rich Casino. We will now try to get in touch with them.

Hi Josef,

all good money went in today finally!!

thanks so much for all your help.

I did email rich casino to inform them that money had been received.

Thabks again ??

Hello,

Thank you for reaching out to us!

Your withdrawal request has been approved on the 8th of September, for the full amount of 4000. We would like to apologize for the inconvenience, sometimes international transfer may experience some unexpected delays, and that is the reason for which it was reflected in your account later than usual. As for the transaction for 163, we can confirm it was not us.

We are very glad to hear that your withdrawal request has reached you, and should you require any additional information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Hello there.

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that the issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

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