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Rich Casino - Ridiculous verification and payment process

REJECTED
Saraafzal Victoria
Posted on December 23, 2018.

i used to enjoy playing rich casino alot because they have good games and nice graphics but now once i have my money i never want to depost another cent to them.
- it all started with a few deposits with my credit card, now usually i dont take the bonus offers as you have to wager a certain amount etc
- but this time i did accept the offer and the terms of the bonus and was lucky enough to win a large amount :)
- after paying through witht eh required wager amount i attempted to start the with draw process.
- this is where it all went wrong,
- after uploading the required documents (id, creditcard and utility bill) to the site i i was waiting for confirmation of account verification and to hear about the withdraw request.
- five days goes past and i hear nothing, the money i tried to with draw is back in my playing account and i have recevied no communication why.
- i speak to the 24 hour chat window and they say they can see a with draw request and my account is not verified, im requested to send the same documents to [email protected] even though i just uploaded them, but i happlily send away because im still happy i won
- another five days goes past, after emailing my documents the support team i receive no response, and jst like before the money is moved to my playing account again. by this point im starting to get frustrated
- i speak to the 24 hour chat and they tell me to email the sam documents AGAIN but this time to [email protected] email. hoping this will be the last time i try process this request i patiently forward the documents again the lady on the chat also asks for my key number for my case, which dont have at that point because they have never aknowledged me outside the chat window.
- this time im diligent and log in everyday to ask about my request this time i ask and ask and ask and one of my emails in responded to with a key number
- thinking that this must surly be the end of the withdraw process i stop hasseling them everyday for answers and wait for my money to hit my account as the lady said my verification process was over in the chat window. i asked her to email me conformation i was able to withdrawer but she never sent it.
- another five days go past in which time the money has returned to my gaming account, they want me to send in photo copies of my creditcard and driver liscence . after having alllready emaied copies to every person in the company
- now im trying to speak to abby in the chat window and shes simply not responding


other strange things i noticed
- when i mention i feel im being scammed they move forward in the processs VERY slightly
- there were other with draw methods before but now im only able to use wire transfere
in the terms and conditions it still says cheques are available
- i think its conveniant that when ur trying to deposit the chat staff are ever ready to help but when you want to withdraw they make it next to impossible

iv waited very patiently to be paid, i could have really used that money for christmas, its now becominng a joke
i just want whats mine

AskGamblers
Posted on December 23, 2018.

Dear @Saraafzal,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on December 24, 2018.

Hello,

We hope this message finds you well.

We have looked into it and found that the Accounting team needs you to provide us with the Credit Card voucher of one of the credit cards that you used to fund your account. Please note you can send the document to security [@] richcasino.com [typed together]. All that you need to do next is to make the payout request and it will be reviewed by the Accounting team as soon as possible.

We are at your full disposal should you need help with any information and we are looking forward to hearing from you.

Kind regards,
The Rich Casino team

AskGamblers
Posted on December 27, 2018.

Dear @Saraafzal,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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