RichPrize Casino - El jugador experimenta un retraso en el retiro después de cargar los documentos.

I played through a bonus and was able to bring about a payout of 178 Euros. I uploaded my documents 6 days ago. Unfortunately, since then, nothing has happened. I haven't received any emails, just empty promises. Since there are 35 complaints here, I'm assuming that the delay is being done on purpose.

Ich habe einen Bonus durchgespielt. 178 Euro zur Auszahlung gebracht. Dokumente hochgeladen vor 6 tagen .Leider passiert seit dem nichts. Keien Email nur vertröstungen. da Es hier 35 Beschwerden gibt. Gehe ich davon aus das es verzögert wird mit absicht.

Dear wennertom, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

Yesterday I was asked to take a selfie with a paper in my hand with my player ID and my signature. I did that. I still haven't received my payment. I also sent proof of address and proof of payment

Ich wurde gestern gebeten noch ein selfie mit einem Papier in der Hand mit meienr spieler id und meiner unterschrift zu machen. das habe ich gemacht. meine auszhalung habe ich trotzdem nicht erhalten. ausserdem habe ich adressnachweis und einzahlungsnachweis gesendet

Dear Wennertom,

Thank you for reaching out, and we sincerely apologise for any inconvenience you've experienced. We understand the importance of a smooth withdrawal process and would like to provide you with the necessary information regarding your request.

We acknowledge that your withdrawal request was initiated on January 19th, and we regret any delay in processing it over weekend. On January 22nd, our risk management team requested additional documentation, which was promptly provided by you. Subsequently, on January 23rd, after a thorough verification process, your account was approved, and the withdrawal request was also approved just a few hours ago.

Our internal procedures stipulate that the withdrawal process commences once all required documents are received and verified, and in your case, this was successfully completed this morning. As such, no deadlines have been breached, and we assure you that your withdrawal will be processed in the next day or two.

We understand the frustration caused by the delay, and we sincerely appreciate your patience throughout this process. We value your trust and are committed to ensuring a swift resolution to your withdrawal request.

If you have any further concerns or if there's anything else we can assist you with, please feel free to let us know. We are here to ensure that your experience with us is as seamless as possible.

Thank you for your understanding.

Best regards,

Victoria

Nothing has arrived so far. And 35 complaints speak for themselves

Bis jetzt ist nichts angekommen. Und 35 Beschwerden sprechen für sich

Dear RichPrize Casino representative,

Thank you very much for getting in touch with us and providing a more detailed insight into the player's case.

Dear wennertom,

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 a high volume of withdrawal requests or other external factors. 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.

Why does the casino say one to two days? Then why should I wait 14 days?

Wieso das Casino sagt doch ein bis zwei Tage. Warum sollte ich dann 14 Tage warten?

I've been waiting for my payout since January 19th and I'm just being held up. On the internet you read that the machines weren't real and the chat can't even tell you whether my account is verified. That's strange, isn't it? And the statement that I would get my money in 1-2 days was not kept either. All in all, a casino that cannot be recommended

Ich warte seit dem 19 Januar auf meien Auszahlung und werde nur hingehalten. Im intenret liesst man das die automaten nicht echt waren und der chat kann einem nichtmal sagen ob mein account verfiiziert ist. Das ist doch schon komisch oder?Und die Aussage das ich mein Geld in 1-2 Tagen bekomme wurde auch nicht eingehalten. Alle in allem ein nicht zu empfehlendes Casino

Rich Prize writes: and the withdrawal request was also approved just a few hours ago.

That was 2 days ago🙂 and you advise me to wait 14 days. Congratulations

Rich Prize schreibt: und auch der Auszahlungsantrag wurde erst vor wenigen Stunden genehmigt.

Das war vor 2 Tagen🙂 und ihr ratet mir 14 Tage zu warten.Gratulation

Dear Wennertom,

I am writing to confirm that your recent withdrawal request has been successfully processed, and the funds are on your designated account.

We appreciate your patience throughout this process. As a standard procedure for all new clients, the verification of accounts and the processing of the first withdrawal may take up to 14 days. I would like to take this opportunity to explain that this timeframe is part of our due diligence in ensuring compliance with Know Your Customer (KYC) regulations and maintaining the highest standards of security.

While we understand that this process may seem lengthy, please be assured that we always strive to conclude our due diligence as quickly as possible. Our commitment to making thorough checks is not a reflection of a lack of trust, but rather a demonstration of our dedication to the security and integrity of our platform.

We take our responsibilities seriously and believe that these measures are essential to create a safe and trustworthy environment for all our clients. Your understanding of this matter is highly appreciated, and we want to assure you that your experience with us is of utmost importance.

If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out. We are here to provide support and ensure that your experience with us is positive and secure.

Best regards,

Victoria

Dear Victoria, Thank you for letting us know that the player's winnings should now be in his account.

Dear wennertom, can you please confirm that you received your winnings and this complaint may now be closed?

Dear wennertom,

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 have received my money. Thanks for your great gilfe

Ich habe mein Geld erhalten. Danke für ihre tolle gilfe

Dear wennertom,

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

Veronika

Casino.Guru