Complaint #275 Rich Casino

Withdrawal issue, purposely wasting time

By Enjoy24

4 years ago

Submitted all my documents for verification purposes and submitted a withdrawal, waited 5 days for it to be cancelled saying I needed to email a bank statement,

Ok first point why didn’t they request it earlier, instead they purposely made me wait 5 business days for nothing only for it to be cancelled, 2nd point I already submitted the bank statement in the rich casino profile, however they insisted they need a seperate emailed copy, ok that’s fine but again why didn’t they ask for it earlier during the withdrawal pending stage, or even why didn’t they leave my payment on pending then ask for the statement, as I will do it immediately and the withdrawal can move to next stage, instead they don’t tell me anything, make me wait 5 business days then cancel my withdrawal then ask for the bank statement and make me submit a new withdrawal to wait another 5 business days,

Ok fine, so I submitted the bank statement and I even spoke to the support staff at rich casino named Tom, this time I asked him to assure that no other documents are outstanding, he told me nothing else is required and I re submitted the withdrawal and proceeded to wait 5 business days,

5 business days later it was cancelled again, apparently they needed more documents which was vouchers, this is ridiculous and when I say this I got no issues with sending them required documents I got everything they need, it’s ridiculous how they requested it, they didnt even bother to tell me that I needed the vouchers and just cancelled my payment and asked for it after wasting another 5 business days,

So why wasn’t I asked to do the vouchers when my first withdrawal was cancelled when they asked for the bank statements, instead they tell me everything is fine and just made me submit another withdrawal only to wait 5 business days to be told vouchers are missing,

Already re submitted a withdrawal for the third time after doing the vouchers and god knows what they going to say is missing this time

I got no issues with sending the documents it’s the way they purposely cancel my payment after waiting 5 business days over and over again to say something is missing, why didn’t they just ask for all required documents in one go or earlier in the withdrawal waiting time.

Disputed Casino Rich Casino

Reason Delayed payment

Amount $980

Discussion

AskGamblers

• Support Team

4 years ago

Dear @Enjoy24,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Enjoy24

4 years ago

Hi rich casino, appreciate your approval for the withdrawal, however your are missing the point, as I have said many times via our email communications and your live chats the your support team

I HAVE NO ISSUES with sending you verification documents, I am more than happy to send as much required documents at all there is no complaint about this

I am more upset how you purposely delay my payment by making me wait 5 days then cancel to say that a document (bank statement was missing) THE BANK STATEMENT WAS ALREADY UPLOADED ON THE DOCUMENTS SCREEN ON YOUR WEBSITE BUT YOU GUYS INSISTED I SEND AN EMAIL VERSION, that is a ridiculous reason to cancel my withdrawal

Anyways , Firstly why couldn’t you guys just keep the payment on pending while you get me to email the bank statement, instead you cancelled it and made me wait 5 business days

Secondly ok your saying the bank statement was sent but the vouchers were missing, DONT EVEN GET ME STARTER ON THIS, you guys only told me a bank statement was missing which was why the withdrawal was cancelled after waiting 5 business days, you guys didn’t even request the vouchers and I re submitted the withdrawal and had to wait another 5 business days then you guys cancelled it again to tell me then I needed the vouchers

WHY was I not told that you guys needed the vouchers when you guys canceled in the first place and asked for the bank statement?

Thirdly, after it was cancelled after you guys unreasonable requested an “email version” of the bank statements although it was already uploaded in your documents website and was verified. I spoke to your live chat support team TOM which I asked him is there any other documents required other than emailing this bank statement because I don’t want any more delays, and I had asked multiple times, he insisted that all documents were 100% sufficient and nothing else is needed,

I re submitted the withdrawal and waited another 5 business days for the 2nd time, only to be told that vouchers we’re missing by, why was I not told earlier????

Again I HAVE NO ISSUES WITH THE SENDING DOCUMENTS FOR VERIFICATION, I am more than happy to comply, it’s the way you guys purposely told me that all documents were sufficient made me wait 5 business days over and over again to tell me that this document and that document was missing , when it was never even requested in the first place, why was I not told that the bank statement and the vouchers were needed all at the same time you guys purposely tell me 5 business days after then cancel it then tell me again after another 5 business days

In addition you guys probably knew that the vouchers needed to be requested way back before I re submitted but purposely didn’t request it so you can make me wait 5 business days over and over again and cancel my withdrawal over and over again and slowly requested it to delay the process.

Rich Casino

• Representative

4 years ago

Hello,

We hope this message finds you well!

Kindly note that your initial withdrawal request was declined because we were missing some documents. As per our Banking page, if we require additional verification, we may ask for the following:

• Credit/Debit Card Vouchers of all cards used in the past six (6) months;
• Proof of ownership of payment method - depending on the method used, this may include a copy of a recent bank statement or a screenshot of the e-wallet;

At the time of review of your subsequent withdrawal request, we had received the bank statement, however the vouchers were not on file.

We are happy to inform you that your latest withdrawal request has been approved, and the winnings should be reflected in your account in a maximum of 15 business days.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,
Rich Casino

Enjoy24

4 years ago

The amount is $980

Rich Casino Complaint Stats

Resolved 92 / 97

Avg. Amount $3,154

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

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