ClubRiches Casino - Provera dokumenata igrača je odbijena.

Casino has very complicated KYC process. After providing all requested documents, even if they are of the best quality they reject them all and start requesting to provide all documents notarized, stamped and signed.

At first I provided my ID, but they started requesting other type of ID. The ID that I provided to casino is my official identification documents and is accepted everywhere. I explained it to casino and after arguing with agents they finally accepted it and verified my account. After requesting withdrawal they rejected verification and required documents confirmed ny notary.

This is not my first winning. I was playing in this casino and they used to pay all winnings before this. But the last period as I see casino makes process of verification complicated for clients.

Dear jjorusovich,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Could you please advise which documents you have already provided and when exactly you sent the last one? 
• Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hello

I provided ID, selfie with ID, proof of address. All documents were provided on time.

Thank you very much for your reply, jjorusovich. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina

I forwarded all communication regarding verification to your email address kristina.s@casino.guru

Thank you very much, jjorusovich, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi jjorusovich,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear ClubRiches Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Please, specify the reason for rejecting the player's documents for KYC. What are your requirements at the moment, have you asked for notarized documentation?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Dear all,

Our team has reviewed this case and the issue was that we received two version of the same ID with different expiry dates that triggered the rejection.

Can jjorusovich please kindly clarify?

Best regards,

Club Riches Casino Team

Sorry but I cannot agree as I have only one ID and expiry date is 28 MAR 2038.

Dear jjorusovich,

Thanks for providing the correct ID. We have approved your documents now, and you can now initiate withdrawals.

Best regards,

Club Riches Casino

Thank you for the updates, ClubRiches Casino.

Dear jjorusovich, let me know as soon as you request a withdrawal if it will be successful.

Disputed amount is paid successfully. Thank you all.

Dear jjorusovich,

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 for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Natalia

Casino.Guru