Rich Casino - Delay tactics and holding money back

RESOLVED
Sumnuts14 United Kingdom
posted on November 3, 2015.

I have deposited twice with Rich Casino. And at first It seemed all good. I got offered a bonus with a deposit which I took. And after playing through 7500 pounds worth of bets I was sitting well on £3400. I asked to withdraw £3000. Which got denied as I needed to send 4 sets of paperwork and I'd to release funds! (Funny how they can take money with none of this information). So I sent the all over and they said that was good and my od had been verified. They then said the accounting department need to clear the funds... but they only work weekdays 7 till 3. I have sent 4 emails to there account department and heard nothing back. I then see that I will be limited to £500 per week which is outrageous! How can any casino hold back money? I have not had this ever before. I won the money us8ng my money and the bonus which came with it fair and square. This site does not highlight any of these ts and cs. I'm still waiting for a response and I want the money I won! I'm I being unreasonable?

posted on November 5, 2015.

Dear AskGamblers,

Thank you for bringing this matter to our attention.

Please be advised that as per our terms and conditions, the player must submit all payment information to our accounting department prior to
requesting the withdrawal. Sumnuts14 had requested his payment be made through a bank wire transfer, but never provided us with the bank wire information.
This is the reason why the payout was declined. Once all the information and paperwork is provided by the player, we will be more than happy to process the
payout for the weekly amount of GBP 500 as per Sumnuts14 's VIP level.

Regarding the player's comment about the interactions he has had with us, we have in our records 3 e-mails sent by the accounting department informing the
customer of the status of his requests, for which we would gladly provide confirmation ticket numbers if needed.

At the moment, we still require paperwork for one of the two cards the player registered on the account. We invite him to submit the paperwork to
[email protected] .

We look forward to hearing from Sumnuts14.

Regards,
Rich Casino Team.

Sumnuts14 United Kingdom
posted on November 5, 2015.

Ok.
1. You told me everything was complete and that all paperwork was complete.
2. Will you decline this withdrawal again or just send 500 and place 2500 back into my casino account.
3. As you take 3 days to process and a further 7 days to send money I'm guessing I can place withdrawals when exactly? 7 days after you process or what?
4. Morally you should highlight issues within 24 hours not wait 3 days decline and wait for the customer to contact you.
5. Why do you hold funds? I won money fair... So your saying I must spend and lose over 10000 pounds so I can release 3000?
6. Why do you need 3 different departments to deal with withdrawal? Support accounting and security. Yet no one has phones nor can each department speak to each other.

The complaints you have are all the same. When dealing with complaints, you should look at trends and become more customer focus. As in fix the repeating problems

Still waiting for a reply on the now 6 bits of information requested is all ok. As you have lied about this before. And still waiting for a response on how the 500 a week works out. I know have to wait (with there long processING and transfer costs each time) over 2 months for my money. Is this legal????????

posted on November 5, 2015.

Dear AskGamblers,

We would like to thank Sumnuts14 for the reply.

We do not have complete paperwork on file for your account at the moment. We invite you to submit to [email protected] the front copy of your card ending in 9003, as well as the voucher form for it, which you can find on the terms and conditions page: https:­//w­ww.r­ic­hca­sin­o.c­om/­terms

Once the full set of required documents are on file, your payout request will be reviewed by our accounting department.

The payout request will be processed in up to 72h from the submission date. Please be advised your weekly limit is currently GBP 500 as per your VIP level.

Regards,
Rich Casino Team.

Sumnuts14 United Kingdom
posted on November 5, 2015.

And the lies start again. Please see attached screen shot from support saying I'm bronze level and can have 1000 per week.

Funny how you reply to this site but none of my emails!

Bad bad custimer service.

Sumnuts14 United Kingdom
posted on November 5, 2015.

You also havey other details. I would say if you have time to reply on here... what don't you look at your emails and process my £1000 as I'm a bronze level member. Confirmed by support. As pictured above.

posted on November 5, 2015.

Dear AskGamblers,

We would like to thank Sumnuts14 for the screenshots provided.

We have been able to verify that the customer has been misinformed regarding the VIP level in chat, and therefore take full responsibility for this. Although the player is not VIP level bronze, and is currently entitled to GBP 500 per week, due to the fact that Sumnuts14 has been misinformed, we have reviewed and approved the payout request for the amount of GBP 1000.

We would like to apologize for the miscommunication on behalf of our team, and are happy to inform him the funds should be available in his bank account in maximum 5 days.

Regards,
Rich Casino Team.

Sumnuts14 United Kingdom
posted on November 5, 2015.

Firstly. Thank you for the response. I have had no repose for 3 days on the matter of the other funds... will these be put back into my casino account or paid back over a further 4 weeks? Mason said back into the account but as I was mislead before I need absolute confirmat ion

Sumnuts14 United Kingdom
posted on November 5, 2015.

Ok. I have been told that there is no terms and conditions for how to get to bronze level nor any other level on there website or terms and conditions. So I can I know pre deposit and how can this be fair? Please find attached screenshot

Sumnuts14 United Kingdom
posted on November 5, 2015.

And the last 2 parts of the conversation are here for you.

posted on November 6, 2015.

Dear AskGamblers,

Please be advised that a player's VIP level is based on the activity on their account.
Regarding Sumnuts14's VIP level and the requirements necessary to reach the desired level, we invite the player to contact their account manager on chat.

The remaining funds in your Rich Casino account will show as your active cash balance. So if you have a total of GBP 3000 and you have been approved for GPB 1000, the remaining GBP 2000 will go back into your Rich Casino cash balance. You can then submit a new payout request for the desired amount, which will be reviewed by our accounting department in up to 72h.

Regards,
Rich Casino Team.

Sumnuts14 United Kingdom
posted on November 7, 2015.

Until I have my money in my account this isn't settled

AskGamblers
posted on November 11, 2015.

Dear @Sumnuts14,

Did you receive your withdrawal? Any updates regarding the complaint? Please be informed that if you fail to respond within the given time frame we will consider this complaint as resolved and officially closed. Thank you.