Rich Casino - Still haven't answer me about verification process although all required documents have been sent

RESOLVED
posted on November 23, 2015.

I have earned 1801.00 on the casino and try to deposit twice $25.00 and was denied. They ask me about required documents wich I send to [email protected] and still haven't answer me back. This was since last 11/19/2015. I have also contact live support and customer service and they said I still have to wait till security bit that they dont know when they gonna contact me. I have send 3 emails to [email protected] ticket #SEC2370447 and one also from support #CSR2371719. I want to be able to deposit those $25.00 and cash my earnings so I can keep playing. I send the Id card picture, Visa debit card picture and proof of residence letter picture. My actual balance is 1801.00

posted on November 24, 2015.

Dear AskGamblers,

Thank you for bringing this matter to our attention.

We apologize for the delay in replying to the customer's email. A response has been issued, please check your inbox regarding the paperwork submitted.

We would like to inform the player, that the balance they are referring to does not represent cash winnings, but their current bonus balance.

If the player wishes to make a withdrawal, they are required as per our terms and conditions to make at least 1 successful deposit.

7.12.6 "Sign-Up Bonuses" are funds in the form of incentives, added to the Member’s account once the registration process is completed and the profile information is updated.

7.12.6.1 In order to request a withdrawal from a Sign-up bonus, the Member must wager a minimum of 75 times the bonus amount and the maximum withdrawal limit from a Sign-up Bonus is $100.

7.12.6.2 In order to request a withdrawal from a Sign-up Bonus, the Member must have at least one approved deposit transaction into his/her Account.

As the player has already completed the wagering requirement, we invite him to make a deposit on the account, and as per our T&C, he will be eligible to withdraw $100.

Regards,
The Rich Casino Team

posted on November 24, 2015.

I started from $25.00 dollars bonus... the rest I earned playing from those $25.00 on fair play. I understand thai if u gave me 25.00 unless I hit $100.00 I cant withdrawal but I am already on 1,801.00 fair playing from scratch of those $25.00 that u credited on my account. Plus I been try twice to deposit and didn't went thru.

posted on November 25, 2015.

I send the copy of ID,proof of residence and the form voucher that u guys send me thru email to [email protected] I like your casino and understand about the bonusses. But I only used that credit from $25.00 everything was win from scratch intil I hit that amount 1,801.00. I will keep playing on your casino I just hope to have a fair treat because I am an honest player and will love to recomend your casino. Thank you!!!

posted on November 25, 2015.

The proof of residence was with address and date printed.

posted on November 25, 2015.

Here are the Terms and conditions wich really proof clearly that I am available to withdrawal a lot more than $100.00 having a balance on my account of 1,801.00 after my first deposit of $25.00 go thru.

posted on November 26, 2015.

Dear AskGamblers,

As previously explained, the balance the customer is referring to represents bonus money.

The player received a free sign up bonus of $25, which he played, completed the wagering requirements, and has submitted complete paperwork necessary for payout purposes. Please note that once you will select a payout method, you will have to submit additional information in order to facilitate the payment.

As mentioned in our terms and conditions, a player can withdraw winnings from the sign up bonus up only after they have made at least 1 deposit on the account. The player has made no deposits, therefore he is not eligible to withdraw at the moment. Also, since the winnings came from a sign up bonus, as per our T&C the player can only withdraw $100.

We invite the player to make 1 deposit on their account, in order to have their withdrawal submitted and reviewed by our accounting department.

Regards,
The Rich Casino Team.

posted on November 27, 2015.

I receive an email explaining that my documents were aproved... wento to try to deposit the $25.00 dollars and were declined again. I summited a $100.00 withdrawal and the account were put to $0.00 balance. Please let me know why cant deposit if my documents are aproved😕

posted on November 27, 2015.

Here's the picture... my card is aproved and still can't make a deposit.

posted on November 30, 2015.

Dear AskGamblers,

Please be advised the reason you are currently left with $100 in your account, is because this is the maximum amount you can withdraw from the sign up bonus. Once you submitted your request, the system left your withdrawable balance of $100 and voided the rest of the money which cannot be cashed out.

Please be advised that the customer has no approved deposits in our system.

If the player gets declined, they should contact their issuing bank, as sometimes international transactions are blocked by the financial institution for security reasons. Please contact your bank and let them know you are the account holder, and you wish to make that purchase in order for them to unblock the transaction, then try again from your Rich Casino depositing page.

Kind regards,
The Rich Casino Team.

AskGamblers
posted on December 3, 2015.

Dear janso2006,

Have you checked with the bank what may be the issue in question?

Thank you.

posted on December 3, 2015.

Yes I just did and they told me that there's nothing wrong with my card. They also told me that they don't have any declined transaction from Rich casino or other identities on my account. That such card declined blockage must be internal with rich casino or from
rich casino website. I am a little upset with this, Rich casino also declined my e check and reset the balance to only $100.00 on my account. So I guess I would probably used online thru them and close my account or just leave it just for fun without playing for real money. Since they don't allow me to deposit they would not allowed me to cash out my winnings either. So I better take my business somewhere else AND DO NOT RECOMEND this casino. I was hoping they could fix the issue but I guess they only expect people just to loose.

AskGamblers
posted on December 7, 2015.

@janso2006,
Upon bonus rules for aforementioned bonus a maximum withdraw is 100.

@Rich Casino & @janso2006,
Please find an alternative way for player to make a deposit, so he can claim his winnings.

posted on December 8, 2015.

Dear AskGamblers,

Please be advised that the player can deposit using VISA, Mastercard and AMEX.

The customer's last attempt to deposit was on November 26th, prior to our reply here.

We would like to invite him to try to deposit again and if he encounters any issues we will monitor his account in order to provide on the spot assistance via chat.

Kind regards,
The Rich Casino Team.

AskGamblers
posted on December 11, 2015.

@janso2006,

Are you satisfied with the casino's response, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will mark this case as resolved and officially closed. Thank you.