On the 20th of october, I made a deposit, and completed the wagering requirements. I then made a withdrawl request on the 22nd of October. My account had just been "Fully Verified" so I thought I was good to go. Then on the 28th of October my withdrawls were cancelled, and placed back into my account. I asked chat why, and they told me that they needed a selfie of me holding my ID. This was not communicated in anyway during the week. I sent the document to [email protected], and the next day i received an email from support saying my account was now fully verified., I made the withdrawl requests again. A week later my withdrawls were cancelled again. I asked why this time, and was told they needed that same selfie with my ID, I pointed out that this was sent a week ago, and that i received notification that my account was fully verified. They asked that I send it to both [email protected] and [email protected], and later received notification that it was approved and added to my account. They said they would fast track payment since my withdrawls were rejected for no good reason, but over a week has now passed, and they are STILL sitting as pending.

I've been playing at this casino for years, and this is the first time I have managed to request a withdrawl.

Dear scottM,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

No it sits in pending for a week, then gets rejected, and my funds placed back in my account with some new extra KYC document they require, I've been fully verified 3 times now, and today they rejected it again, and asked for source of wealth. I've sent them my payslip, and made yet another withdrawl request.

Thank you very much, scottM, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) 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 scottM

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Rich Casino to join the conversation.

Dear Rich Casino,

Can you please provide some information regarding the player's withdrawal delay? What other, if any documents are needed to successfully finish the verification process and proceed with the withdrawal?

Withdrawl Cancelled again. This time I have been randomly selected for a "verification process". This is really beyond the pale.

Dear scottM

I fully understand your frustration, but please understand, that before every withdrawal the casinos undertake a gameplay check as well as KYC and AML check that in some cases can take even weeks. This is a standard procedure and although I can agree with you that the whole process can be done more quickly or more user-friendly, casinos need to follow certain regulations and processes.

At the moment I can only advise you to be please patient and cooperate with the casino.

I'm a patient man, and have enough discipline not to go and lose my winnings in frustration. They have a very good reputation rating here, so I assume I will get paid eventually.

Hello,

We hope this message finds you well!

Kindly note that at the time of review of your latest payout request, your account was entered into the Verification Process. As per our Banking page, the process includes but is not limited to a review and authentication of the paperwork that has been received; verification that Account information matches the documents on file; and a thorough review of the Game sessions.

As soon as the Verification Process is completed your withdrawal request will be entered in the regular review flow.

Kind regards,

Rich Casino

Dear scottM

As per the Rich Casino response, please be patient until the process finishes. Usually, the casinos notify the players by email once this is done.

Dear Rich Casino

Can you please give us an estimated timeframe for how long this process will take?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We hope this message finds you well!

Kindly note that the Verification Process may take up to 10 business days to be completed.

Kind regards,

Rich Casino

I just received a partial withdrawl of $4000 to my BTC wallet. The rest was returned to my account due to weekly withdrawl limits. I've remade the withdrawl request for the remaining $4000.

Good news, scottM. I'm glad that you've received your first withdrawal. Please let us know once you received all the funds.

Yep will do, cheers.

Dear scottM

When you receive all the funds, let me know and I will close this complaint as resolved.

I have received the remaining $4000. Thanks for your assistance, please close the complaint.

Great news, scottM. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal