Having to provide necessary documentation 3 times now and still no withdrawal approval. 2 weeks of chats, phone calls and emails with no resolution.

Dear Jan,

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 casinos takes KYC lightly. It seems that the casino has a strict verification process, but it's not unusual. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Could you please advise if you have received any list of documents required for the account 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

They did provide me with a list of necessary documents but after I submitted them they told me they needed them in better quality when there was no issue with the quality. I submitted again, same thing. Then again. Waiting.

Thank you very much Jan for your quick reply. I will now transfer your complaint to my colleague Zuzana 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 Jan,

I am very sorry to hear about your issue. I will do my best to help you.

I would like to ask Rich Palms Casino if there is any problem with Jan's documents.  Thank you very much in advance for your reply.

Hello Jan, 

Hope you are doing great! 

We have checked your request with our Finance team and we've been informed that all the documents have been finally approved and the customer just needs to provide some minor clarification in regards to the bank details provided.

Therefore, could you please reply to the email that finance sent you? Once the above mentioned clarification is submitted, you will be able to request withdrawal. We appreciate your patience and as this is a one-time procedure, we're glad that you're almost good to go and will be able to request the withdrawals anytime further on.

Please kindly let us know if you need any further guidance on our end.

Best regards,

Rich Palms Casino

Thank you Rich Palms Casino for your quick answer.

Please Jan, let us know whether there is any update. I hope all will be solved soon to your satisfaction.

I replied to the email they sent confirming additional banking information.

Please let us know once you receive your withdrawal. I will be waiting for your reply patiently.

Dear Jan,

We are extending the timer by 7 days. Please, let us know if you've received your withdrawal so we can proceed further in your case.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.