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

Dear Team, I wanted to file a complaint because I can't seem to get my payout there.

I have used the welcome bonus and wanted / want to cash out €151. I have been waiting for my payout since 04.02.2024. All documents have been sent, my address and payment method have been accepted, but my identification has not, so to speak. I received an email asking for a photo with ID, etc., which I did and sent, but it was *not* accepted, because I was asked to send a photo with the same documents / requirements, but with a different form of proof (passport, driver's license etc). Unfortunately, I do not possess a passport or driver's license. Furthermore, it was claimed that my documents were supposedly accepted, but then they were not. Then I was asked to submit a new request, and nothing happened. I am seeking assistance. I am attaching a few documents for your reference.

Sehr geehrtes Team, ich wollte eine Beschwerde einlegen, da ich dort meine Auszahlung nicht bekomme

Ich habe den Willkommensbonus umgesetzt und wollte / will 151€ auszahlen. Ich warte seit dem 04.02.2024 auf meine Auszahlung. ALLE Dokumente hingeschickt, es wurde Adresse und Zahlung akzeptiert, aber nicht meine Ausweisung sozusagen. Habe eine Email bekommen, dass ich ein Foto mit ID, Perso etc machen soll, dies gemacht und hingeschickt, wurde *nicht* akzeptiert, da ich ein Foto mit den selben Dokumenten / Anforderungen schicken soll, mit einer anderen Beweisart ( Reisepass Führerschein etc ) Leider besitze ich keinen Reisepass und Führerschein. Zudem hieß es, dass die ´Dokumente angeblich akzeptiert werden, dann doch nicht. Dann sollte ich eine neue Anfrage senden, und es ist nichts passiert. Ich bitte um Hilfe. Ich hänge ein paar Dokumentationen an.

Dear Tekkfried,

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

Hello, on the one hand the problem isn't even the payout, but rather that I have to constantly verify myself, but unfortunately I have an ID card, nothing more.

And now they want photos again with a driver's license/passport, but I don't have them.

Hallo, das Problem ist auf der einen Seite gar nicht mal die Auszahlung, sondern dass ich mich andauern verifizieren muss, nur leider besitze ich einen Personalausweis, mehr nicht.

Und jetzt wollen die nochmals Fotos mit Führerschein / Reisepass, aber diese besitze ich nicht.

Dear Tekkfried,

Thank you for reaching out to us regarding your payout concern. We appreciate your patience.

Upon reviewing your case, we would like to clarify that the payout request was initiated on the 4th of March, not the 4th of February as mentioned in your complaint. As a new player, we would like to inform you that KYC verification is mandatory for all our users, and we must adhere to the established guidelines.

We have successfully completed the payment today, and you should receive the €151 in your account shortly. Kindly confirm receipt of the withdrawal once it reflects in your payment method and that this complaint can be closed.

Kind regards,

Victoria

Thanks so much !

Am I now fully verified or will I have problems again when making a withdrawal?

Vielen lieben Dank !

Bin ich nun vollständig verifiziert oder bekomme ich bei einer Auszahlung wieder Probleme ?

By the way, payment has arrived 🙂

Zahlung ist angekommen übrigens 🙂

Dear Tekkfried,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru