Complaint #28 Club Riches Casino

Account closed and verification delayed after requesting 70,000 CAD withdrawals

By Beautiful1970

3 years ago

Hi, Good day.

I would like to file a complaint on ClubRiches Casino about the uncommon delay of my payment and the requirements they are getting on me.

I filed a withdrawal on May 21,2023 and it cost about 70,000$ I use e-transfer and the limit is 6000$ so I did request a withdrawal 12 times. like what I used on my deposit. After that, I uploaded the files that needed to be verified. Yes, it was already validated. They disable my account after I'm verified I'm so worried and stressed out because they close my account but I take screenshots of my withdrawal and winnings on my phone. I email them why my account is disabled and someone email me she said to clear the cache and cookies of my browser and try again tomorrow as I might have reached the maximum limit of attempts today. "Your account is currently closed for play and for deposits, as you requested to close it but is active in general so your withdrawal can be processed." Then they email me that I need proof of address so I send like 15 documents for proof of address.

Then today I got an email that they do not accept bank statement screenshot. Now, I didn't receive any response from ClubRiches Casino. Please help me to get my winnings as I'm worried no sleep and stress out thank you so much AskGamblers Support Team. Hoping for your help. Thank you.

Disputed Casino Club Riches Casino

Reason Delayed payment

Amount $70000

Discussion

AskGamblers

• Support Team

3 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Inactive user

3 years ago

Dear askgamblers money has been received from clubriches and they have been resolved my situation.  Thanks askgamblers for publish this for fair game.   Thanks clubriches for paying out and being fair bit slow on answering but patience is the key.  This is resolved thank you so much .

Inactive user

3 years ago

Hi Good day , I received 3 withdrawals this morning and that is worth of 18,000$ . I will message it back when I receive all my withdrawals thank you .

Club Riches Casino

• Representative

3 years ago

Good afternoon,
Thank you for bringing this case to our attention Askgamblers.
We have taken a look over the case and can now confirm the following:
"They disable my account after I'm verified I'm so worried and stressed out because they close my account but I take screenshots of my withdrawal and winnings on my phone"- on the 22/05/23 the player reached out to us within an email subject and stated "Delete my account please", on receiving this type of request we did what was within our normal procedures for the safety of the player and their money when a request comes like this and the account was closed. We then received a message back shortly after and the account was reinstated as per the players request.
We have been speaking with our Payments team over the last few days and they confirmed on the afternoon of the 24/05 that all documents had been successfully validated, but due to additional security checks which is in place for larger withdrawal amounts/KYC verification it could result in a delay, this was communicated to the player straight away in our next email to them stating - "I have spent some time with our verification team today and they have confirmed that your documents have all been accepted and nothing further is needed from you.
With all withdrawals, there could be a possibility that additional security checks might need to be taken and this will be why at present your withdrawal has not been released. This might cause a little delay, but please be assured the team are completing their checks on your withdrawal"
We have been speaking with our Payments team again this morning and everyday since this matter came to light we have been chasing. The good news we have had today is that all withdrawals have been successfully released from our side, however the payment method used is interac and this payment provider is currently processing them. Once they are released on our side we are reliant on interac processing and inputting the funds, which could take a few days to happen. Nothing is being stopped from our side, all checks have been completed and our Payments team have processed the withdrawals for the player.

The players account is currently with status 'active' so the withdrawals could be processed but is closed for gameplay and deposits as per the initial request of the player to 'delete' their account. All of their withdrawal as stated above are now processed on our side and the player can reach out if they want to have their account fully closed or they want to be able to have full access to their account again.

We want to thank the player for their time, patience and understanding while we investigated this matter but we have been able to find a solution to this case and everything is in hand and released as of this morning.
If you have any further questions, please let us know.

Kind regards
ClubRiches Support

Club Riches Casino Complaint Stats

Resolved 13 / 14

Avg. Amount $5,210

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

Club Riches Casino Complaints

See all complaints for this casino

Bonus not awarded

I made a deposit of 20 new zealand on the 28th of january whilst opted into a 400 percent match promotion that blatantly says in its terms 20 dollars new zealand would activate. It is now 4 days later and I stil have no resolution this should be an easy fix and its getting unreasonably stretched out and I want what I paid for. I am aware the date of the picture im opted into the bonus is after my deposit who does a picture beforeclaiming a promotion? You assume the casino will hold up to their terms and conditions, I was definitely opted into that bonus at the time of my deposit. I have used the site before and know how it works. Just look at my bonus history pic.

Unresolved

Not paying out 2200

Dear AskGamblers Complaint Team,

I hope this message finds you well. I am writing to provide you with an update on my ongoing issue with Club Riches Casino and seek your continued assistance.

Since my initial complaint, I have obtained a driver's license and promptly submitted it to Club Riches Casino to fulfill their latest document request. Unfortunately, despite my efforts, I have not received any response from the casino, and they are not addressing my concerns.

I find it extremely frustrating that Club Riches Casino is unresponsive and not providing any information or updates on the status of my verification process. As a player, I believe I deserve clear communication and transparency regarding the steps being taken to address my situation.

I kindly request your intervention once again to:

Follow up with Club Riches Casino on the submission of my new driver's license and request an expedited verification process.

Advocate for timely and transparent communication from Club Riches Casino regarding the status of my account and the resolution of my concerns.

Emphasize the importance of treating players fairly and respectfully, ensuring that the verification process is conducted in a reasonable and efficient manner.

I appreciate your ongoing support and assistance in this matter. I hope that with your intervention, we can bring about a swift resolution to the challenges I am facing with Club Riches Casino.

Thank you for your attention and diligence.

Rejected

$2,200

Unable to process my withdrawal

I have been verified by the casino and received 2 payouts on the day I requested my 3rd withdrawal. I requested the payment of €160 on the 7th September and have not yet received it.

I have been back and forth with customer support. This is the response I got.

We are contacting you regarding the withdrawal you have requested.
Unfortunately, your last withdrawal request can`t be released at the moment because we are having a payment service provider issue which we are working on. If you don`t want to wait, you can cancel this withdrawal and request a new one via crypto.
We are sorry for any inconvenience caused to you.

On the website I have no option to cancel my withdrawal.

Please can you investigate this.

Resolved

€160

Error Withdrawal Error sending documents cant reach customer support

Hey. I have a problem with club riches casino. I can't get hold of them I'm trying to use Thei'r contact form to ask If my documents for verification are ok so I can proceed to my withdrawal of around 1000 Euros. It's always Errors for everything I'm trying to do regarding to my withdrawal.

Al from loading up documents, to contact support to trying to take a withdrawal.

Can you please help to get me in touch with this casino? I have sent them an email but nobody answers.

Rejected

kr9,500

Not paying my winnings for months

Hello,

A good casino club riches what get 7 stars on this site.

Is the hardest casino I ever played on. I was lucky to win 5000 euro. They keep asking for extra documents.

First ID card then a driver license if else they wouldn't pay which is ridiculous. I did everything they said now there unresponsive for months.

Could you please make contact with the reprehensive and ask me why they no responding to my emails. Asking me for 2 id's when one isn't enough is weird enough and now they are not responding.

Resolved

€5,000

Having issue with my withdrawal

Dear Askgamblers I have been waited almost 3-4 for withdrawal my 2400 Euro that I won and wagered is done. The bonus was used by Askgamblers site.

I'm fully verified for 2 weeks.

I have issue withrawing on this site I keep getting same answer technically problems that they trying find solutions.

I deposited with visa card.

All the withdrawal methods has been tried and I getting this message (There was a system error. Please contact support.)

I've been touch with clubriches they telling me too use another methods but all the methods giving me the same message

Astropay/Banktransfer/ all the crypto methods and so on

So I've been waiting almost 3 weeks too get a solution too withdraw my money. No prober answer has been given.

I written too to Club Riches and they still taken their time like 1 week with the same message.

I hoping for a resolving and a solution cause I have no idea where this is going and how i can get my money out and how long this will take probably another weekend with same answer that they trying find a solution or technically problems.

Resolved

€2,400

Delayed withdrawal because of not verified selfie

I made a withdrawal request got $200 and was asked for verification of identification and address and to take a selfie. I uploaded the documents of bank statements and my drivers licence and took a selfie. The bank statements and drivers were accepted. Right away. But the selfie has been rejected numerous times. I have asked the casino for direction as to how to correct the problem. I have gotten a standard form reply with general information.

Can you please help me get verified so I can get my withdrawal.

Resolved

$200

Delays 2000e payment for weeks

Hello,

I registered at Club Riches, played there nearly a month and won 2 000 euros. I completed my verification process ( I even uploaded selfie) and then I tried to withdraw. An embarassing process followed. The thing is that Club riches answer to e-mails once on 2-3 days. So here I share my issue.

1. When I tried to withdraw, an error occured. I sent an e-mail to their support , I waited 2 days and I received the answer that bonus requirements are not fullfilled

2. But bonus requirements were fullfilled, I sent screenshot and after another 2 days of waiting, I received an answer that everything is okay and i can proceed with withdrawal

3. But the same error occured. I sent again an e-mail and I waited again 2 days for their reply. They told me to send screenshot again.

4. I sent screenshot, waited another 2 days and I received an answer to split my withdrawal into 2 parts.

5. I followed their instructions but again the same error occured

6. I sent another email anf after 2 days, I received an answe that " the relevant department is looking into this"

7. A week passed after that and there is no reply

I am ready to attach screenshot of our correspondation, give any documents and proves.

Would you please help me

Resolved

€2,000

No withdrawal possible

Dear Sirs,

I am complaining about clubriches.com. I paid in 203 Euros at clubriches. I do not ask for a bonus, I never do! But after my first bet clubriches splitted my money as follows: 182.50 (winning) to real money, my 203 Euros deposit to bonus money. So I was unable to payout anything.

I tried to contact them but did not get hold of anyone. Their emails do not work properly, ie [email protected] does not work.

But I got hold of them and they did the following:

a. they closed down my account

b. they checked the situation and came back with "yes, you are right. We moved your money back to real balance, reopened your account so you can withdraw".

I received the latest email on the 3.02.2023. Since then nothing happened, ie my account is closed and I am unable to withdraw my 197.50 Euros. Also they are not responding to emails.

Please resolve the situation.

Best

Resolved

€198

Casino doesn't pay out my winnings

I won 5400 Euros at Club Riches Casino.

My Account is fully verified and i withdraw before without a Problem.

Live Chat is not available for Weeks.

Email Support answer very Slowly.

Waiting for my money for two days and nothing happens. Nobody speaks to me.

Please Askgamblers help me to get my money.

They say That withdrawal will be done on the next working day. But they don't pay out.

Resolved

€5,400