RichPrize Casino - プレーヤーの支払いが遅れたり部分的になったりしています。

I have requested 4 withdrawals, the first is on 1/1/2024 pending, the second on 3/1/2024 which was accepted, they told me that the deposit has been made but money in my bank account has not been credited, the third on 4/1 /2024 is pending and the fourth one on 5/1/2024 is pending. Today on 12/1/2024 they sent me a message telling me that the second withdrawal of 250 euros that I have requested has been credited and talk to my bank. I called bank and I asked if the money was actually deposited but their answer was negative. They also asked me for a confirmation document of the casino's deposit to my bank. Also in the email the casino sent me, it mentioned that the weekly withdrawal limit is 500 euro.How is it possible when in the terms of the casino the daily limit is 1500, the weekly 5000 and the monthly 10000. I spoke today with the live support and he told me that the weekly withdrawal limit of 500 euro does not exist. However, because I am very confused and because I see an unfair treatment towards I personally would like your help.Also, the deposit I made was with the welcome bonus, which I didn't break any rules regarding betting. I followed their instructions faithfully. I have all the good will to solve my problem.Regarding the live support, I can say that they have helped me a lot with the above in certain problems that I faced. But I did not expect that I would have to wait 12 days and obviously much more until my problem was solved. When in other casinos the withdrawals are made in 5 days at the most.For god's sake, I'm not defaming your casino for any reason, I just feel very deprived at this moment. My registrations have been validated for 12 days now and I'm just waiting.On the other hand, if I go through the process of canceling all my withdrawals and breaking them into amounts of 500 euros, I will wait another long time until the money is credited to me and I don't like it. But why should I do that when the terms of the casino are different the amounts of withdrawals. I will be at your disposal for whatever is needed.And lastly they asked me to give them a different bank number, why? I'm not rich enough to have 100 bank accounts guys. I only have two, the one I gave you so you could credit me the money and another one which you don't accept because expires in 6 months.

Dear foukariaris,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RichPrize Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that all 4 withdrawal requests are regarding your win from the welcome deposit bonus?
• Do I understand correctly the only feedback you received from the casino was about your 2nd withdrawal request?
• Have you completed account verification in the casino?
• Please forward any correspondence you received from the casino regarding the issue to my email at tomas@casino.guru

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

Best regards,

Tomas

The payment requests I requested are for later after I completed the deposit bonus, the only comment I received from the casino (it was today) was that we are late for the crediting of the money because a strict process must go through and then the money will be credited, but today in the message they sent me informed me that my second request was credited with the money but when I spoke to the bank they gave me a negative answer, also to give them another account so that they would credit me 500 euros and that the weekly withdrawal limit is 500 euros, how this happens when the terms of the casino have different withdrawal amounts. I have completed the verification of my account more than ten days ago. I am now sending you the message they sent me.

My omission, when I made the deposits at the casino, I made them with the 'a' card and when I won I asked for my winnings to be deposited on the 'b' card because the 'a' card expires in six months and their system didn't let me .

Dear Foukariaris,

I hope this message finds you well. We sincerely apologise for any inconvenience you have experienced regarding your recent withdrawal requests. We understand the frustration and concern that can arise when financial matters are not promptly resolved, and we appreciate your patience.

I want to assure you that we take your concerns seriously, and a thorough investigation is currently underway to address each aspect of your inquiry. Our team is diligently working to verify the status of your withdrawals, including the discrepancy in withdrawal limits and the alleged receipt of the withdrawal issue.

Regarding the withdrawal limits, we acknowledge the confusion caused by the conflicting information, and we are committed to clarifying this matter promptly. Your feedback regarding the inconsistency in our communication is valuable to us, and we are taking steps to rectify the discrepancies.

In the meantime, I will be closely monitoring your case and will keep you updated on the progress. We value your continued trust and our aim is to provide a fair and transparent resolution to your concerns.

Thank you for your patience and cooperation.

Best regards,

Victoria

Dear Victoria,

My complaint only concerns the withdrawals that I have requested for 15 days now and they are still pending. And it bothered me that in the email from your team sent me and told me that the weekly withdrawal limit is 500 euro, while the casino limits were different. Your team also told me that the one withdrawal I requested of 250 euro was made by you, but the bank I spoke again today does not confirm it. And that they cannot do anything with rrn what you have given me.If the problem is the card i gave you to credit money,I sent you a email 3 days ago and I explained that the second card I gave you to credit me the money, I gave it to you because the first one with which I made a deposit at your casino expires in 6 months and your system does not accept it. If you accept to pay me the money to it that expires, we can solve my problem immediately. Your casino was recommended to me by a Greek streamer and that's why I still play at you.I will be at your disposal any time you need me to solve the problem as quickly as possible.

Dear Foukariaris,

I wanted to inform you that I've sent you an email regarding the recent concerns you raised about your withdrawals. In the email, I've explained the next steps we are taking to address and resolve the issues.

Could you please check your email at your earliest convenience? If you have any questions or need further assistance, feel free to reply directly to that email. I am here to help and will do my best to ensure a swift resolution to your satisfaction.

Thank you for your cooperation, and I appreciate your understanding.

Best regards,

Victoria

I have carefully read the email you sent me and I have replied

Thanks to both parties for their response.

Dear foukariaris,

Please let us know if the matter was cleared after you informed the casino via email or in case there are further obstacles in receiving your winnings.

I'll await any news from you.

Both sides are trying to find a solution, as soon as a deposit is made by the casino I will inform you immediately. I hope my problem will be solved soon.

Dear foukariaris,

Was the process successful? Have you received your funds?

We are trying to find a solution both with the casino and with the bank. The casino claims that it has made me a deposit of 250 euros since 5/1 but the bank denies it. The casino has sent me two codes, a rrn and a arn which I presented to the bank, but it cannot do anything at all with the specifics. I have asked the casino for the official bank deposit slip with all the details listed and I am waiting for their response. The casino replied that if they are not found the money of 250 euro will not proceed to the subsequent withdrawals that I have requested. So we are waiting. The bank definitely informed me that there is a delay of 7-15 days for foreign deposits, but from the moment the casino claims that the deposit was made on the 5 /1 13 working days have passed. My next move will be to bring the casino into direct communication with the bank. I believe that a solution will be found if the casino gives me an original proof of deposit from their bank with all the details.

It's been 5 days since the last email I received from the casino and I still haven't received an answer, since I asked them for an original deposit receipt from their bank with all the details for the deposit they claim to have made of 250 euro. I also haven't understood the reason why the rest of my withdrawals have also been frozen. I have asked to proceed with the withdrawals of the rest of the money and honestly, if these 250 euro are found, that's fine, otherwise I don't know what else to do and say. Honestly, I'm starting to get tired of the whole process and to have some doubts...

Dear Foukariaris,

I trust this message finds you in good health. I wanted to address the concerns you raised in your recent email regarding the 250 euro payment and the associated delays in withdrawals.

Firstly, I want to assure you that we take your concerns seriously, and we understand the urgency of your situation. However, it's important for both parties to approach this matter with a clear understanding of the facts.

We have thoroughly investigated the payment of 250 euros that you mentioned. Our records, supported by a screenshot provided to you, confirm that the transaction was successfully processed. Additionally, we have liaised with our payment provider and obtained the ARN and RRN codes, universally recognised by banks worldwide, to track the transaction.

Given the sensitive nature of financial transactions, we must adhere to strict privacy and security protocols. Regrettably, we are unable to provide further details, including account numbers, due to these privacy constraints.

We understand that this situation is not ideal, and we acknowledge that a resolution is overdue. It's important for both parties to collaborate and resolve this matter amicably.

Please understand that we cannot proceed with further payments until we can address and resolve the discrepancy surrounding the 250 euro transaction. We genuinely value your cooperation and are committed to ensuring a fair and prompt resolution to this matter.

Your cooperation and understanding during this process are greatly appreciated. We anticipate your response and cooperation in reconfirming the receipt of 250 euro and resolving this matter to our mutual satisfaction.

Best regards,

Victoria

Thanks for the reply.

We firmly believe it's only a matter of time before the funds are located and received in the player's bank account.

We'll wait a week and if the funds are not received, we'll need a bank statement from the player demonstrating the money was not yet received by him.

Thanks to both parties for ongoing updates on the situation.

Dear foukariaris,

I'll await news regarding this and any further withdrawals you attempt on a new card.

Good evening Tom

I made my position clear to Victoria that if the 250 euro are not found, let's leave them aside and proceed with the rest of the withdrawals that I have requested. I can also upload this moment if you want to check both sides an image from the e-banking of my bank so that you believe that no deposit has been made by you.And how is it possible that the casino cant give me an original copy of their bank statement since you have all my details, identity etc.I dont know what else to do and say right now...

A solution was found for my problem, a 'trial' deposit was also made to my account, which was credited today 3/2/2024. As soon as the rest of money is credited, I will inform you so the complaint can be closed. For now, I would like to remains open until my withdrawals are completed if its possible.

That is great news.

I'll await your confirmation and permission to close the complaint as resolved, once your money is received.

Greetings to your team,

I would like to inform you that a third deposit of a larger amount was made to my account on 7/2/2024. I have not received all the money yet because I communicated with Victoria and every week to ask for a specific limit of money to be withdrawn. I believe until the middle of March to have received the full amount. After the first casino deposits were made to my account and I confirmed them, I believe that we can close the complaint as resolved.

Dear foukariaris,

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 and RichPrize Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru