I would first like the start with compliment to the great customer service provided by Rich Casino's live chat operators. They have also answered my questions in a timely manner. The casino has a nice variety of games and depositing is very hassle free.
With that said, my complaint is the stalling of legitimate $3000 cash balance. I understand that based on my vip bronze I will only be able to withdraw $1,000 per week. However I am allowed to place the entire cash balance in to the pending withdrawal state.
I had submitted all verification documents on Jan 27th (Ticket #SX60F: CC voucher) and Jan 30th (Ticket #2R2NC). On January 31 an e-check withdraw request was denied. I had already submitted my voided check to the accounting depart as required in the terms and conditions. When inquiring, I was told that I did not type the checking and routing number in an email to to the accounting depart and did not send a canceled check to the security department. I then sent the information requested to the departments.
To avoid any more complications, I emailed support to formally provide notice of my paper check withdraw (Ticket #P0393). I received this response:
We thank you for your reply. Please offer us more information regarding the question, and we will assist you further. If you are asking if there is any documents fur Paper check specifically, there are no documents require for this method, apart from all of the ones require for all withdrawals and specified in our Terms and Conditions.
have a nice day! "
I switched to my withdraw request to paper check on Feb 1st. On Feb 3rd the $3,000 paper request was declined.
I contacted Live chat support and removed the name of the agent to respect his privacy:
09:23 maverickjkh: I was wondering why my withdraw got declined
09:23 (name removed): let me check
09:36 maverickjkh: I sen the the Documents Ticket #SX60F: CC voucher
09:36 (name removed): ok
(name removed): wait pls
09:38: maverickjkh: sure take your time (name removed)
(name removed): all docs approved Jon
09:48 maverickjkh: Thanks for checking that (name removed).
09:49 maverickjkh: So Why was my withdraw declined? 54959262
09:50 (name removed): verification process
(name removed) takes up to 10 days to be completed
09:51: maverickjkh: Haven't I already submitted all the documents required?
(name removed): yes
Proof of the conversation is attached to this complaint.
As stated in the email to support and live chat conversation, I have had all verification documents approved and therefore should have been paid out the first installment of $1,000 on Feb 3rd. Prior to my withdraw requests there was no mention of an additional 10 verification process apart from all of the ones required for all withdrawals and specified in the Terms and Conditions. (All documents required in the terms and conditions were approved)
Because the payment was declined and an "additional verification process" was added. It causes a 10 day delay on the payment.
I believe that Rich Casino is a reputable business and does not practice unfair stalling tactics. I hope this is just a misunderstanding and Rich Casino will have a chance to fix the error. Rich casino is my favorite place to play and I look forward to continuing this wonderful relationship.
Thank you for you're time
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