Richville Casino - La retirada del jugador se ha retrasado.

I am concerned about what is happening with my withdrawal.

I requested a €300 withdrawal 12 days ago, and it is still pending. Every time I contact live chat, I receive a different explanation and a new excuse for the delay. No one provides a clear reason or a specific timeframe for when the payment will be processed.

I understand that verification and payment processing can take some time, but 12 days for a €300 withdrawal is excessive, especially when support is unable to provide consistent information.

At this point, I am worried that the casino may not intend to pay my winnings. I would appreciate Casino Guru's assistance in resolving this matter and obtaining a clear explanation from the casino regarding the status of my withdrawal.

Thank you for your help.

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Hello,

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 within 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,

Veronika

Dear Zingazun23,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru

We’ve reopened this complaint at the request of Zingazun23. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Zingazun23,

I'm sorry to hear that you still have not received your winnings. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Have you passed the full KYC verification, or at least submitted any identity documents to this casino for the KYC procedure?
• What types of games did you play to accumulate the winnings you've been trying to withdraw?
• Did you accumulate these winnings with or without a bonus?

I played with the bonus... but not first deposit bonus, but invitation bonus. Yes, I. have passed the KYC verification more than a year ago.

Please forward me the email containing the bonus offer you activated and played with to veronika.f@casino.guru.

Additionally, could you please specify which games you played while the bonus was active?

If you have any communication with the casino's customer support regarding the delay in processing your payment, please forward that to me as well.

Thank you for your cooperation.

I have sent you the screenshot with the bonus offer. I played Madame Ink and Mythic Maiden slots. I had a couple of conversations with Richville casino support chat , both times I received useless copy/paste replies from them.

Before we proceed with the investigation, please forward me the communication between you and the casino’s customer support regarding the delay in processing your payment at veronika.f@casino.guru. Alternatively, you may upload screenshots directly here in the thread.

I wait for this withdrawal for more than 3 weeks already.

I have just sent you 3 screenshots.

I would like to ask to change the country of this complaint. I am from Azerbaijan, not Austria. I just used the austrian VPN to access your website.

Dear Zingazun23

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Ayberk (ayberk.a@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Zingazun23,

My name is Ayberk, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Richville Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Ayberk

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.