Rich Casino - Вывод игрока был отложен.

Good afternoon,

since february i have been asking for a withdrawal from the rich casino.
Whenever I submit they tell me that I have to wait 5 working days. At the end of the 5 days, they refuse payment and return the balance to the casino account. Getting the amount available again.
supposedly my account is confirmed and I can verify it in the "my account" area. But for the second time, at the end of those 5 days and without any email sent requesting anything, I contact the live chat, which tells me that documents are missing.
The first time the proof of the extract was missing, I sent it. I waited another 5 days that ended today, they refused again and sent me a voucher to fill in regarding the card with which I made the deposits. Now they want me to wait another 5 working days. As if it were a new deposit request.

I do not think it is fair what they are doing or the way they are proceeding, this is not a new deposit request, but rather the sending of a document that should have been requested right at the beginning of the account verification.
will i wait another 5 days to tell me that something else is missing?
on the recommendation of the casino guru reviews I bet on this site as being trustworthy after all I was wrong.
it is just a Casino that does not want to pay my winnings and that are making my withdrawal difficult.
I have never had problems of this kind with other bookmakers and I do not advise you to deposit any funds in this casino that is not to be trusted.
I still have my funds pending for more than 2 weeks that I have been on this.

Boa tarde, 

desde fevereiro que ando a pedir um levantamento ao casino rich. 
sempré que submeto dizem-me que tenho de aguardar 5 dias uteis. Ao final dos 5 dias recusam o pagamento e devolvem o saldo para a conta do casino. Ficando novamente o montante disponível. 
supostamente a minha conta está confirmada e eu consigo verificar isso na area "minha conta". Mas pela segunda vez, ao final desses 5 dias e sem qualquer e-mail enviado a solicitar nada, contacto com o chat ao vivo, que me diz que falta documentos. 
Da primeira vez faltava o comprovativo do extrato, enviei. Aguardei mais 5 dias que terminavam hoje, voltaram a recusar e enviaram-me um voucher para preencher relativo ao cartão com que efetuei os depósitos. Agora querem que eu aguarde mais 5 dias úteis. Como se fosse uma nova solicitação de deposito. 
 

nao acho justo o que estão a fazer nem a maneira como estão a proceder , isto não se trata de um novo pedido de depósito mas sim de o envio de um documento que deveria ter sido pedido logo no início da verificação da conta. 
vou esperar mais 5 dias para me dizerem que falta mais alguma coisa ? 
por recomendação das avaliações do casino guru apostei neste site como sendo de confiança afinal enganei-me. 
trata-se apenas de um Casino que não quer pagar meus ganhos e que estão a dificultar todo o meu levantamento. 
nunca tive problemas deste género com outras casas de apostas e não aconselho a que depositem qualquer fundo neste casino que não é de confiança . 
Continuo com os meus fundos pendentes a mais de 2 semanas que ando nisto. 

Dear Mariana,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do so, please could confirm that you have accumulated your winnings without a bonus play? I hope we will be able to help you to resolve this unpleasant situation as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good Morning ,

this money was money generated from my own deposits.

to date the conversations I have with them in the chat is that everything is on track to withdraw the balance but last time it was too and they refused again.

thanks for your help.

Bom dia , 

este dinheiro foi dinheiro gerado com meus proprios depositos. 

até a data as conversas que tenho com eles no chat é que tudo está encaminhado para a retirada do saldo mas da última vez também estava e voltaram a recusar.

obrigada pela vosso ajuda. 

Thank you very much Mariana for providing all the necessary information. I will transfer now your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Mariana,

It seems this casino has stricter verification process, which is not unusuall. The casino has to collect all the necessery documents in order to send the winnings to the right player. I would like to know if you sent all documents in a sufficient quality to the casino. 

I would also recommend you to contact the casino and ask the support for a list of all documents needed in order to verify your account, so you can send them at once.

Good Morning,

I have already been in touch and told that everything is in order.

but they said it last time and ended up asking for extra documents.

I already asked them to tell me if the last one was approved they say yes and that they have no indication of any more!

even so, I am not guaranteed that the withdrawal will be successfully completed at the end of these new 5 business days.

Bom dia, 

já entrei em contacto ao qual me dizem que está tudo em ordem . 
 

mas já dá última vez disseram isso é acabaram por pedir documentos extra. 
 

já pedi para me dizerem se este último foi aprovado dizem que sim e que não teem indicação de mais nenhum! 
 

mesmo assim não me garantem que o saque seja concluído com sucesso ao final desses novos 5 dias úteis. 

Hello Mariana,

Thank you for this information! I know it's been a long time for you already, but I would like to ask you to wait a few more days. And if you still won't be able to withdraw your money, I will contact the casino. 

Would it be okay for you, please?

Good Morning.

We are talking about € 1025 I would like not to see my withdrawal fail again and I would like you to speak to the casino now to check the situation.

otherwise I will have to reorder, and wait another 5 business days. I've been in this since February.

Bom dia. 

Estamos a falar de 1025€ gostaria de não voltar a ver meu saque reprovado e gostava que falassem já com o cassino para verificar o ponto de situação . 
 

senão terei de voltar a fazer novo pedido, e aguardar mais 5 dias úteis . Ando nisto desde fevereiro . 

Hello Marianna,

I contacted the Rich Casino, so hopefully they will reply soon.

Good afternoon,

thank you for your commitment to the issue!

Boa tarde, 

agradeço o vosso empenho na questão! 

Hello,

We hope this message finds you well.

Please note that the latest document that has been requested by the Accounting team has been added to your account and that your withdrawal request has been approved today. The funds will reach your account in up to maximum 7 business days.

Should you need additional information or have any questions regarding your account, please do not hesitate to let us know.

Kind regards,

Rich Casino

Hello!

Thank you so much Rich Casino for time you invested to investigate this case. 

Mariana, I will leave this thread open until you receive your money. Would you be so kind and keep me updated, so we can continue resolving this case accordingly?

Good Morning .

Thank you for your help.

I'll give you news.

thanks

bom dia . 
 

obrigada pela ajuda. 
 

darei notícias . 
 

obrigada 

Good afternoon ,

thanks for your help.

o Vamos has already been credited to my account.

can claim the complaint as resolved.

thanks

Boa tarde , 

obrigada Pela vossa ajuda. 
 

o vamos já foi creditado na minha conta . 
 

posem dar a reclamação como eesolvida . 
 

obrigada

Hello Mariana,

I love to hear great news like this first thing in the morning! Thank you for contacting Casino Guru and I hope you won't come across a problem like this in the future.

I would also like to thank the Rich Casino for their help.