Hello, I submitted a withdrawal request on Friday and my documents still have not been reviewed. The support staff assured me it would take a maximum of 24 hours. But now, it's already Monday.

Hallo, und zwar habe ich am freitag eine auszahlungsanfrage gestellt, und meine dokumente wurden bisher immernoch nicht überprüft. Die supporter meinten das es maximal 24std dauert. Mittlerweile haben wir montag.

Hello AleKing44,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RichPrize Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Dear Maria,

We understand your concern regarding the delay in reviewing your documents and would like to provide some clarification.

It's important to note that we typically review documents once a withdrawal request has been made. However, in this case, we observed that your account is not yet verified, and documents were submitted proactively on your part, without any request from our side. Unfortunately, the documents provided do not match the specific requirements we need for verification.

Moreover, your withdrawal request was made on Friday, and it is important to consider that over the weekend, not all departments are fully operational. This might contribute to a slight delay in the review process.

We kindly request that you provide the necessary documents as per our verification requirements, and our team will expedite the review process as soon as we receive the correct documentation. We are committed to ensuring a secure and efficient withdrawal experience for all our players.

We apologise for any inconvenience this situation may have caused and appreciate your understanding as we work to resolve this matter. If you have any further questions or need assistance with the verification process, please do not hesitate to contact our support team and mention my name.

Thank you for choosing us, and we look forward to resolving this issue to your satisfaction.

Sincerely,

Victoria

Hello, I paid out, went to support shortly afterwards and they told me that I should upload my documents and that they would be verified within 12-24 hours. I was not told by email or in live chat that my documents had not been accepted.

Dear Maria,

Thank you for your response, and I sincerely apologise for any misunderstanding or miscommunication that occurred with our customer support team.

I understand that you were not informed via email or live chat about the status of your document verification. This is an oversight on our part, and we apologise for any inconvenience it may have caused.

In an effort to ensure your satisfaction and address your concerns, I would like to kindly suggest closing the complaint on the Casino Guru site. I genuinely appreciate your understanding and would like to assure you that your feedback is invaluable to us.

Furthermore, if you have any questions or require assistance in the future, please feel free to contact me directly at any time. I have sent you an email, so feel free to reply when it's convenient for you. I am here to help and will do my utmost to provide you with the information and support you need.

Once again, I apologise for the previous confusion, and I look forward to assist you better in the future.

Sincerely,

Victoria

You see for yourself, a week ago they apologized. To this day I'm still 500 USD short. That's not fair and very embarrassing..

Sie sehen selbst, vor einer woche haben sie sich entschuldigt. Bis heute fehlen mir noch 500USD. Das ist nicht fair und sehr peinlich..

Hello AleKing44,

As I stated above, verification and withdrawal process may take up to 14 days so unless it's been less, we can recommend to wait only. Please let us know in case it would take longer.

It's all taking longer than 2 weeks

Es dauert doch schon insgesamt alles l?nger als 2wochen

You can close

Hello AleKing44,

Do I understand it correctly that the issue has been resolved?

Hi Nick, yes issue has been resolved and the matter could be closed. Thank you

Hello again, yes I received my money in full after 3 weeks. Thank you

Dear AleKing44,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

www.kpvfaw.com