Rich Royal Casino - O saque do jogador está atrasado devido ao KYC (Conheça Seu Cliente).

I requested a withdrawal of five hundred euros on December 1st and 2nd. The following day, my withdrawals were frozen and a KYC verification process was requested. I uploaded the required information, but it hasn't been processed for over two weeks. Support keeps giving the same answer that it will take longer.

Ich habe am 1. und 2. Dezember eine Auszahlung von fünf hundert euro beantragt. Einen Tag danach wurden meine Auszahlungen eingefroren und ein Kyc Verfahren angefordert. Ich habe die daten dann hochgeladen doch sie werden seit über zwei wochen nicht bearbeitet. Support immer die selbe antwort das es noch dauert

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m truly sorry to hear about the difficulties you’re experiencing.

Please understand that KYC (Know Your Customer) verification is an important and mandatory process designed to ensure the security of both players and the casino. Since online casinos cannot verify identities in person, this is the only way to confirm that the account and funds belong to the rightful owner. Licensed and reputable casinos treat this step with great care, and although it can sometimes take a few working days to complete, it is carried out to protect you and prevent any misuse of your account.

To better understand your situation and move the process forward, could you please provide the following details:

1. Which documents have you already submitted to the casino, and when exactly did you send the most recent one?
2. Were you able to submit all required documents promptly and in the correct format?
3. Has the casino requested any additional documents recently, and if so, which ones?
4. Are there any documents in your account that are currently pending verification?

I truly hope we will be able to help you resolve this matter as quickly as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

1. I submitted all the required documents on December 3rd. My identity verification with my ID card was confirmed immediately. However, the selfie with my ID and the casino website in the background, and the confirmation of my transaction history (which only concerns a €50 deposit) have not been processed since.

2. I uploaded all the documents on the same day I was asked to do so.

3. The casino did not request any further documents.

4. Yes, the transaction history and the selfie with the casino website in the background.

Under review since December 3rd without a response from the casino

1. Ich habe alle benötigten dokumente am 3. Dezember eingereicht. Der Identitätsnachweiß mit Personalausweiß wurde sofort bestätigt. Das Selfie mit Ausweis und der Casinoseite im Hintergrund und die Bestätigung von meinem Transaktionsverlauf was nur eine Einzahlung von 50€ betrifft werden seitdem nicht bearbeitet.

2. Ich habe am selben Tag an dem ich dazu aufgefordert wurde alle dokumente hochgeladen

3. Das Casino hat keine weiteren dokumente angefordert

4. Ja der Transaktionsverlauf und das selfie mit casino seite im Hintergrund.

Seit 3. Dezember unter Überprüfung ohne Antwort vom casino

Hello zerfix,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your patience and for the information provided. To continue with the investigation, kindly forward the documents you sent to the casino to me at veronika.f@casino.guru, and include all the communication between you and the casino customer support that could be relevant to your complaint as well.

I sent everything to her email address.

Ich habe alles an ihre Email adresse gesendet

Dear zerfix

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear zerfix,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rich Royal Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified and his withdrawals are frozen?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Best regards,

RichRoyal Team

Thank you Rich Royal Casino for the response! I am truly glad, that technical issues regarding responding to the thread were already fixed, and you were able to see this complaint.

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

Dear all,

We would like to inform you that no additional documents are required at this time, and the player is currently able to submit a withdrawal request.

We appreciate your patience in this matter.

Best regards,

RichRoyal Team

Thank you Rich Royal Casino, for the information!

Dear zerfix,

Did you have a chance to request a withdrawal? Please keep me updated!

Dear zerfix,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru