Richard Casino - 28 October 2024

Dear Richard Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear Elizabeth,

We sincerely apologize for the inconvenience regarding your recent withdrawal request. We understand that this situation may have caused frustration, and want to provide you with clarity and assistance.

Here is an update on your case: your initial withdrawal was successfully approved and processed on our end. Unfortunately, the transaction could not be completed by the payment provider due to incorrectly entered information, which resulted in the funds being returned to your balance. Following this, a second attempt to process the withdrawal was made. However, it was not successfully processed by the bank.

Please be assured that our team has escalated this issue to the relevant department, and we are actively investigating the cause of the delay. We are working closely with the payment provider to obtain a clear answer and expect to receive further information soon.

Once we have received an update from the payment provider on the reason for the transaction failure, we will contact you promptly with the details.
We appreciate your patience, and please know that resolving this matter is a priority for us.

Kind regards,
Richard Casino

Good day I hope you are doing well? I appreciate your respond what I don't understand is why it's taking your team more than an month to solve the problem. My banking details what's correctly the first time and the second time I try the other banking code because you decline it the first time. Then you decline it again and when I try to withdrawal again the transfer option wasn't available anymore and I don't want to do the cripto option.

I will really appreciate it if you can sort this out as soon as possible.

Kind regards.

< name removed >

Dear Elizabeth,

We would like to apologize for the situation that happened with your withdrawl once again. We genuinely empathize with your experience and are truly sorry to hear that you faced difficulties while cashouting your winnings.

Let us inform you that, unfortunately, your withdrawal via Bank Tranasfer can't be processed due to some issues on the payment provider's side. We want to assure you that we are diligently addressing this issue and are committed to finding a resolution as quickly as possible. Our team is currently investigating all aspects of the matter.

However, we can try to process your withdrawal using Mifinity. For this purpose, please upload to your casino profile a screenshot from your Mifinity wallet with your name and email address (or wallet ID) are visible.

Please don't hesitate to contact our support team via suppor­t@r­ich­ard­cas­ino.com directly if you have any additional questions or require help with document uploading.

We sincerely hope for a swift and seamless resolution to this matter at hand.
We appreciate your patience and cooperation on this matter.

Kind Regards,
Richard Casino Team

Good day I hope you are doing well? I appreciate your respond what bothers me from your support team is they never get back at you but when they rejected something they respond in seconds. I did try loading my Mifinity account but theirs no category to load it under I try the bank account option but my documents what's decline as aspected. I email the support team back with the screenshots of my account you asked for and yet I didn't receive any response from them.

I will really appreciate it if you can sort this out as soon as possible.

Kind regards.

< name removed >

Dear Elizabeth,

We sincerely apologize for the inconvenience you've experienced. We understand how frustrating it can be when things don't go as smoothly as expected, and we truly appreciate your patience.

Regarding the screenshot you provided, we regret to inform you that it was not accepted as it was cropped. To clarify, we require a full screenshot with the address bar visible for verification purposes. We have sent an example of the correct format to your email.
Let us note that your withdrawal will be processed as soon as the correct screesnhot is provided.

Please know that our support team is always available and ready to assist you with any concerns you may have. We strive to respond as quickly as possible.

We are looking for your cooperation.

Kind Regards,
Richard Casino Team.

Good day thank you for your reply. I did send the screenshots you requested again and didn't crop it this time. Please let me know when my withdrawal was suksesvol because I am more than just frustrated with this trying to withdrawal my money for more than an month now

Good day support team I just want to asked before you get another reason not to pay out my money. You see at first you rejected my withdrawal because my bank code was not right so I thought maybe you asked for the swift code so I try that and rejected my withdrawal again the code numbers you asked must have been the right one that I always use when. I make an withdrawal and never before have I ever had so much trouble. So I took screenshots of every step making the withdrawal so you can't rejected my withdrawal again with the same reason because I now everything I had fill in was the correct details. Gues what you rejected again saying everything is good but my bank provider was the problem strange huh? So I try again and Al of an sudden the money transfer option wasn't available anymore so I had to open myself an account with Mifinity as that was the only option you had give me other then cripto what I refuses to use. So after I reported you at Askgamblers you responded that I just have to send:"( screenshot from your Mifinity wallet with your name and email address (or wallet ID) are visible)" this was you excact words. Wich I did and yes I crop it so I understand that you rejected it again. I had done this so many times there isn't an other way I can took the screenshots from my mobile phone but what I did had make sure of was that you can see my name my account number and email address. That's the 3 things you had asked for to verify my account. Now you said my screenshots are wrong and I must do it from an computer what I don't have so I asked an friend he send me the screenshots as you asked for showing my name account number and email address but still it's not right. Why when I had made my withdrawal to my Mifinity account you didn't came back to me telling me the. Like in 3 weeks ago that this is what you need to verify my account why are you giving me Al this reasons that don't make any sense why you rejected my withdrawal? Why is your technical team still working after an month on my account to found out why I can't make an withdrawal why don't you tell us beforehand that you need an computer other wise you won't be able to make an withdrawal because your account would not be verify because although Al the details you asked for is in the screenshots the screenshots is just not right. I am really disappointed in you support team and I don't think I will ever see my own money because this started at the 24 September 2024 and we are on the 7 November 2024 already and still you couldn't give me my money? This is frustrating really and it does make you angry because it doesn't matter what you try or do you just rejected and gave another useless explanation why you rejected my withdrawal. I put the screenshots you rejected again from the computer and from my phone.

Dear Elizabeth,

We are gretful for your message. First of all, we would like to thank you for your patience while we’ve been working to resolve this issue.

We sincerely apologize for the inconvenience caused by this situation. Your feelings and frustrations are completely valid and understandable.

Let us explain the situation once again. Your first withdrawals were rejected due to incorrectly entered data, which prevented the system from processing your requests properly.

Further attempts were declined due to issues on the payment provider's side, which were not under our control.
After further investigation, we found the issue and it has been already fixed.

As an alternative method, we offered you to use Mifinity wallet to withdraw your winnings.
In order to verify your wallet, we needed a screenshot of your profile showing your name, wallet ID, and email address clearly. This step was essential to confirm the payment method and finalize the withdrawal process.

Now we have received all the necessary information and the withdrawal has been successfully processed to your Mifinity account.

Once again, we truly appreciate your patience, and we hope this situation is now resolved to your satisfaction.
If you have any further questions, please don’t hesitate to reach out.

Best regards,
Richard Casino Team

Dear @Vissie12,

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.