RickyCasino - El jugador cree que el reintegro se ha retrasado.

I have provided all possible verification evidence, and they keep telling me I need to supply more. I do not have a screenshot of my bank with full name and address alongside the transfer; this is not done in Quebec. I've provided a screenshot of my bank along with those of my player account and confirmation emails, yet they still request more..... I have played at many casinos and never has it been this complicated. I am very disappointed because I feel like I'm being robbed, and I have referred to you, CASINO GURU!

J'ai fourni toutes les preuves de vérification possible et ils continuent de me dire que je dois fournir plus, je n'ai pas de capture d'écran de ma banque avec nom complet et adresse en plus du virement ça ne se fait pas au Québec... j'ai fourni capture d'écran de ma banque avec celles de mon compte joueur en plus des courriels de confirmation et ils me demandent encore plus..... j'ai jouer sur beaucoup de casino et jamais ça n'a été aussi compliqué...je suis très déçu car j'ai l'impression de me faire voler et je me suis référé a vous CASINO GURU!

Dear nathaliepab,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear nathaliepab,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear nathaliepab,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.