I have submitted my withdrawal request four times now! Each time I get told to wait five days for the accounting team to validate my application and they will inform me of the outcom. The first two times I found the money back in my casino account on the fith or sixth day? Eventually I was told that verification like this is only done twice a year and would not have to go through the process again.

The I was told I am withdrawal enabled and payment would be done in ten working days.... And now I have been told to start the process all over again, but no money reflecting in my account casino account and the withdrawal is still pending.

I can't seem to get a straight answer out of Rich Casino as what the hold is or reason for so many verification process?

Could you please assist?

Dear Terence,

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. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please specify when exactly you have requested your withdrawal and started the verification process? 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,

Nick

Good Afternoon Nick,

Thank you for the quick response..

The first withdrawal request was done on the 4th August 2020.

Could you please advise if you have sent all the requested documents to the casino? I can fully understand that it may seem unfair to send the documents all over again but it's a common procedure of almost every casino. Please keep us updated.

Best regards,

Nick

Yes I did, i sent it to the accounts via email. Because the application failed because they never received a screenshot of my ecopayz acc.

I got confirmation on live chat that all documents were received and in order.

Dear Terence,

Just to make it clear, can you confirm that your account has been verified? Is your withdrawal in process?

This is the conversation I had with them this morning.

I'm glad that your case is moving forward. Please inform us when your withdrawal will be processed.

Thank you, will do!

Hi Nick,

Just to let you know that Richcasino have deposited the money money into my ecopayz account and now I'm just waiting for it to clear into my bank account.

Thank you for responding and having my best interest in mind!

Have a great day!

Dear Terence,

Thank you very much for letting us know that your case was solved. I'm glad I could help. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

www.kpvfaw.com