I have been waiting 15 business days, I have received approval that all my documents have succesfully been verified, however everytime the 5 days passes, the casino comeback saying I need to submit a new document, then another 5 days passes and then still they comeback and say that there is a different document missing? Will I ever get paid or is this merely a scam?

Dear Alan,

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.

Have you been advised what specifically seems to be a problem in verifying your account? Did you try to request a full list of documents required to complete the KYC verification?

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,

Petronela

Hi Petronella,

To date I have confirmation that they have the following documents on record,

• South African Identification Document
• South African Passport
• South African Drivers License
• Front and Back of credit card I use
• Picture of me holding my identification card
• Proof of residence (Utility Bill)
• A separate email to accounting team confirming my bitcoin address

Surely that should be adequate?

Thank you very much, Alan, for providing all the necessary information. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Alan!

From now on, I will be taking care of your complaint. I would like to invite Rich Casino's representatives to join this discussion in order to resolve the issue.

Thank you

Hello,

We hope this message finds you well!

We are glad to inform you that your withdrawal request has been approved and it should be reflected in your account later today. Please let us know when the withdrawal has reached you.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Thank you funds received, if you want me to be loyal to your site in the future please ensure I don’t have to escalate to receive my winnings, thanks Casino Guru for helping without your help think I would still be chasing my own tail,

You can consider the case resolved

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.