Richard88 Casino - Isplata dobitaka igrača je odložena.

Hi I deposited $20 of my own money and won $50.. the withdrawal was rejected and the reason they gave me was money laundering which is ridiculous.. I messaged them to dispute then they said I had to provide my id - passport and front and back of my drivers license..

they said I could resubmit which I did then the withdrawal went to processed then completed and they sent me a receipt for the amount..

I waited for the money to go into into my account which it didn’t and still hasn’t 5 days later.. the first 3 days they were saying since I’m a new payee it can take up to 3 days for it to clear into my bank but they assured me numerous times that it would.. after the 3 days they are now saying they are having technical issues with there banking but Thankyou for my patience and understand dear!!! They just keep fobbing me off with the same computerised automated messages about their banking issues. I know it’s only $50 but honestly it’s not even about the money it’s the principle of the matter.. they need to be held accountable for what they are doing to people!!

please help 🙏

Dear Lolanaomi,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Ok thanks nick I will wait till the 14 day period is up.. just seems like they are making excuse after excuse

Dear Lolanaomi,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi nick no my withdrawal has not been received nor have I had any update from the casino

Hi nick so I am still waiting on my withdrawal to go through. The casino is still saying they are having issues with there bank..

Thank you Lolanaomi for all the information provided. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Lolanaomi, 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 once they reply.

Dear Richard88 Casino, I'd like to invite you to join this conversation and help us resolve the player's complaint. Could you please share more information regarding the case? Please, specify the current status of the player's withdrawal request and when Lolanaomi can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Hi Natalia thanks for your reply and for your help.

My name is actually [hidden by Casino.Guru team] is my middle name.

Shall I send through screenshots of my communications with the casino including my bet history/transactions?

Dear Lolanaomi, please feel free to send me anything related to your case to natalia.b@casino.guru. Thank you. Your cooperation is appreciated.

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.

Still haven’t received the money although they said it had been sent but then they keep saying they are having banking issues

This is the receipt they sent but the money had not gone through into my bank which I have confirmed with bank

Dear Lolanaomi,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Natalia