I've been waiting a month today (4-9)since I started my withdrawal process. It took 3 weeks to verify me after numerous emails requesting something they didn't ask for the time before. And they always took 4 business days to respond to 1 email. After I iniated my withdrawal with bitcoin they took 7 business days to get a reply today with more b.s. about the address. They use classic stall tactics and give you the run around when you ask them about it. I've played at several online casinos and it's never taken this long to get such a small payout! I tried to reach out today but of course no response as of yet.

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. We will contact the casino and ask for their cooperation, but, before we do that, please could you advise if this was your first withdrawal in this casino? Additionally, could you confirm that your preferred payment method is Bitcoin e-wallet? I believe 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

Yes it is my first withdrawal from this casino. And yes bitcoin is my preferred method of withdrawal,which I told them before and rejected the first time.

Thank you very much Patrick for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Hi Patrick,

I got familiar with the issue here and will now contact the casino. We'll see what can be done.

This is by far the worst casino I have ever dealt with and I've dealt with a bunch. They just messaged me because we've actually been communicating the last few days...

This is what they said...

Dear Patrick, 

Please be reminded that we have just approved the withdrawal in the amount of 250 USD to your BTC wallet provided.

Please keep us posted once the above-mentioned amount is received

Uh my withdrawal is for $500?? It'll be 5 weeks on Thursday,unbelievable. A customer service rep just said they reserve the right to do withdrawals in 'parts'..I was floored. I dont know how they have a 'very good reputation' on your site I really dont...I'll keep you posted if I get anything. 

Hello Patrick,

We have checked the claim with our Finance Team and they confirmed that the whole amount has been already sent, here is the transaction proof we got from them:

Could you please confirm that you received it?

The withdrawal process took long indeed for you and we're sorry to see you disappointed with your experience at Rich Palms. We have a lot of winners to assist and we pay particular attention to security to be sure that the winnings will reach the right person. Therefore, as it's stated in our Terms and Conditions, the documents verification might take up to 4 business days and withdrawal is being processed in 2-7 business days. According to point 9.17, casino reserves the right to send the winnings in installments.

We unserstand your fellings though, you are the winner and you would like to get the winnings ASAP. We are happy to state that the winnings has been already sent and we hope you will have bright experience and win much more with us! By the way, verification is a one-time procedure, so your next withdrawal will definitely be much faster.

Best regards,

Rich Palms Casino

Thank you Rich Palms Casino for the reply. Patrick, please let me know when you receive your winnings.

Yes I received the final payment so 5 weeks later I'm paid. 

That's good news. I'm glad to hear that you received your winnings. I hope from now on, you won't have any trouble with withdrawing your funds. I will now mark the complaint 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. 

Best regards,

Peter