RichPrize Casino - Der Spieler hat Auszahlungen aufgrund eines widersprüchlichen Verifizierungsstatus verzögert.

Hello and good day.

I became aware of the casino through a streamer because of the bonus offer.

Currently, I have two withdrawals around 1000 euros in process.

Now comes the verification, which is usually not a problem. They are requiring documents with additional notes like player ID, email, and date with the credit card or identification.

I already submitted all of this once and it was indicated on my profile that the process was complete.

But in the chat, I was told that this is not the case.

I have now resubmitted everything exactly as requested from all possible perspectives. But they have not told me what exactly the problem is.

They seem to be deliberately making things difficult in the hope that I would cancel the withdrawal and possibly gamble away the money again.

I've done this before so I am familiar with the kinds of documents casinos require, but the process here is quite unusual.

I hope you can help me.

Regards

Hallo und guten Tag.

Ich bin auf das Casino durch einen streamer wegen des Bonusangebots aufmerksam geworden.

Momentan habe ich 2 Auszahlungen um die 1000 Euro laufen.

jetzt kommt die Verifizierung ins Spiel, is ja auch kein Problem. Normalerweise. Es werden Dokumente mit zusätzlichen Notizen wie Spieler Id, Email und Datum mit der Kreditkarte oder Ausweis verlangt.

Zuvor habe ich alles schon einmal geschickt und eigentlich stand im Profil auch das der Vorgang abgeschlossen sein.

Aber im Chat sagte man mir das dass nicht der Fall ist.

Ich habe jetzt nochmal alles genau so geschickt wie es verlangt wurde aus jeder erdenklichen Perspektive. Aber was genau das Problem ist wird mir nicht gesagt.

Es wird einem hier unnötig schwer gemacht unter der Hoffnung das man die Auszahlung storniert und vielleicht wieder verzockt.

Ich mache das nicht zum ersten Mal und kenne mich schon damit aus was Casinos für Dokumente haben wollen aber hier ist es schon sehr speziell.

hoffentlich könnt ihr mir helfen.

lg

Dear MCLovin0312,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Dear Enrico,

Thank you for bringing your concerns to my attention. I'm here to assist you.

Upon reviewing your account, I noticed that both withdrawal requests, were submitted and canceled by you on or around the 6th of December. The funds were utilised in the casino until the 8th of December when you raised your concerns.

I understand the frustration with the verification process. I want to clarify that our risk management procedures are initiated upon the submission of a withdrawal request, and a review of necessary paperwork is standard. This process may take a couple of days.

Despite this withdrawal request being canceled by you, I want to assure you that there are no outstanding requests at the moment. For future withdrawals, I encourage you to contact me directly so I can assist and expedite the process. Your patience is appreciated.

If you have any immediate questions or concerns, please feel free to reach out directly. As it stands, there are no outstanding requests, and I believe we can consider this matter resolved.

Thank you for your understanding, and I look forward to assisting you in the future.

Best regards,

Victoria

VIP Manager

Thank you very much, Victoria, for your assistance and explanation.

Dear MCLovin0312,

I'm truly sorry but if you utilized your funds already and have no pending withdrawals, I'm afraid I will be forced to reject this complaint. Is there anything else we could try to help you with? Please let me know.

Dear MCLovin0312,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.