RichPrize Casino - El jugador aún no ha recibido las ganancias.

Hello. They are scammers. They constantly were asking for new documents, even though i already had sent them all and my account was already verified. They were trying to delay the withdrawal.

You can see this clearly on the screenshots of emails with them. Every single time they were asking something new.

Dear baldurrr2322,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear baldurrr2322,

Have you received your withdrawal from the casino yet?

Hi Aldo,

I understand your concerns, and I appreciate you bringing this to our attention. I want to assure you that we take all customer feedback seriously.

During the registration phase, we aim to keep the process as smooth as possible and do not require any documentation. However, when it comes to withdrawals, we must adhere to the KYC (Know Your Customer) procedure to ensure the security and integrity of our platform.

I apologise for any inconvenience caused by repeated requests for documentation. I'd like to clarify that the ID you provided hasn't been approved by our risk management team, and we kindly ask for your cooperation in providing proper identification.

Additionally, I wanted to inform you that the withdrawal request you initiated has been canceled on your end. You played and unfortunately lost, and as of now, there are no open, active, or ongoing withdrawal requests.

We genuinely value your trust, and I want to assure you that our goal is to provide a fair and transparent gaming experience. If you have any further concerns or if there's anything specific you'd like to discuss, please feel free to reach out.

Thank you for your understanding.

Best regards,

Victoria

Of course I cancelled my withdrawal and i lost my money in purpose. I wanted to be done with you. To close my account and never play on your casino again.

Hello everyone,

Thank you both for your replies.

baldurrr2322, I am sorry to hear that. Sadly, since you have played/lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. 

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.