RichPrize Casino - A retirada do jogador foi adiada.

I submitted documents for verification and received confirmation that they were accepted over a week ago. I was told it might take up to 5 working days to receive my withdrawal in bitcoin, it’s now over that period and nobody can give me a straight answer on when I’ll get my money. Use caution if you play with these guys!

Dear Jwc888, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

Thank you in advance for your reply.

Best regards, 

Kristina

Dear Jwc,

We deeply regret the delay you've experienced with your withdrawal at Rich Prize Casino, and we apologise for any inconvenience this has caused.

Please be assured that we take this matter seriously, and we are actively working to process your payment promptly.

We understand your frustration, and we value your feedback. Our team is committed to improving service quality.

Please check your email as I have reached out to you and will keep you updated directly.

Thank you for your patience, and we hope to have the opportunity to assist you better in the future.

Best regards,

Victoria

I made the first withdrawal request on Sat oct 14th. Your website says 3 days to process a withdrawal, but I was told 5 business days, so by the end of last week. I initiated a second withdrawal last week, not sure what day. But I’m still waiting on the first request to be processed. I keep getting vague responses that there’s been a delay and yada yada yada. This is not how people do business.

Yes I received your email referring to some vague issue with a third party vendor that has absolutely nothing to do with me. You guys are running a casino and sportsbook, so you literally have a license to print money, why is it such a huge hassle to process a withdrawal? This should be a very elementary function of the business you’re in, you all are acting like you’ve never done this before. This is crazy!

Hello everyone,

Thank you both for your replies.

Jwc888, as I already explained, we always give the casino two full weeks to process each payment. 

In the meantime, could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I wanted to share some positive news with you.

We've successfully resolved the situation that was raised by our player.

I'd like to extend my gratitude to the player for his understanding and cooperation during this process. It's players like him who make our community special.

As a token of my appreciation, I'd like to personally invite the player to join our Loyalty program and become a VIP client. I believe he deserves all the perks and benefits that come with it.

I look forward to many more happy days ahead and are excited about the player's continued journey with us.

Victoria

Dear Jwc888,

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.