Rich Palms Casino - El jugador está luchando para pasar el KYC.

Hello. I don't know what kind of documents the casino needs at the KYC stage in the withdrawal application now.

I would like to know specifically what kind of documents are required at Rich Palms Casino and how to describe them. Chat is connected, but there are some parts that I do not understand well because it is in English.

I have sent the required documents to the KYC department by e-mail, but they are not approved. I am thinking of withdrawing money from a bank or Bitcoin, but I would like to know specifically what kind of thing is needed and in what condition.

こんにちは。私は今出金申請でKYCの段階でカジノ側がどういう書類を必要としているか分かりません。

リッチパームズカジノでどういう書類ご必要なのか、またその記載の仕方を具体的に知りたいです。チャットは繋がりますが英語の為よく分からない部分があります。

KYC部門にメールで必要書類を記入した物を送っていますが承認されません。出金は銀行送金かビットコインを考えていますがどういう物がどういう状態で必要なのか具体的に知りたいです。

Dear M.R,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner.

Which documents have you already provided, please? Do you not understand the message in the attached screenshot?

Could you please forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello. I wrote and submitted these two documents.

I emailed two documents and a photo of the card I used to deposit. I don't know what I need after that.

こんにちは。こちらの2枚の書類を書いて提出しました。

2枚の書類と入金に使ったカードの写真をメールで送りました。あとはどういう物が必要なのか分かりません。

The message from the casino mentioned a utility bill as well. Have you already provided such a document?

Not yet provided. I was told that the utility bill had to be written in English, but I live in Japan so I don't know what it is.

まだ提供していません。公共料金の請求書が英語表記でなければいけないとありましたが私は日本に住んでいるのでそれがどういうものか分かりません。

Thank you very much M.R for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you for your support. Thank you.

対応ありがとうございます。よろしくお願いします。

Dear M.R,

I looked at your complaint and I understand the situation. I’ll try my best to resolve the issue.

I would like to invite Rich Palms Casino to participate in the resolution of this complaint.

Dear Rich Palms Casino team,

Please note that requesting proof of address in English from a player living in a country where English is not one of the official languages should not be necessary. Any document provided as proof of address can be easily translated via a translation software tool. If the casino deems it necessary, we suggest asking M.R to provide more than one proof of address.

Hello Miwata,

Thank you for reaching us out.

We have contacted the Finance Department of Rich Palms in regards to the matter you addressed us with.

Please be advised that the Casino will accept a document that proofs your physical address in Japanese. It is essential for the document to be from within two months and to have your full name, address and date of issue on it.

Please be informed that the Finance Department also needs your static BTC wallet to process the payment there.

Let us also notify you that the free bonus you won with comes with the maximum cash out of $100. Accordingly, it will be possible to withdraw $125: the maximum cash out from the no deposit coupon plus the deposit placed.

Kind regards,

Rich Palms Casino team

Thank you, Rich Palms Casino team, for your reply.

Dear M.R,

I’d like to kindly ask you to follow the casino representative’s instructions and keep us posted on any news regarding the issue.

Is it okay to use a Japanese electricity bill? We will send it once, so please check it. Thank you to Casino guru for their support. I would like to tell you about the situation again. Thank you.

日本語の電気料金の請求書で大丈夫でしょうか？1度送付しますので確認よろしくお願いします。Casino guruの方も対応ありがとうございます。また状況をお伝えしたいと思います。よろしくお願いします。

Hello Miwata,

Thank you for contacting us.

Please be kindly informed that as per the Finance Department of Rich Palms Casino, your gaming account has been successfully approved for requesting withdrawals.

Kind regards,

RIch Palms Casino team

Thank you, Rich Palms Casino team, for your cooperation.

Dear M.R,

I’d like to kindly ask you to let us know once there’s been any progress regarding your withdrawal request.

My late reply. I was able to apply for withdrawal. We are now waiting for confirmation of payment. We will let you know when the payment is confirmed.

返信が遅くなりました。撤回を申請する事ができました。今は入金の確認を待っています。入金が確認できたらお知らせします。

Thank you, M.R, for the update. I’ll set the timer for 7 days. Please keep us posted.

Good evening. I was able to confirm the payment. This solved the withdrawal problem. We may contact you if there is anything else in the future, but thank you in advance. Thank you very much.

こんばんは。入金が確認できました。これで出金の問題は解決できました。今後また何かありましたらご連絡するかもしれませんがその時はよろしくお願いします。ありがとうございました。

Dear M.R,

I’m glad to hear the good news! Of course, please don't hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Best regards,

Andrej, Casino.guru