Rich Casino - Der Spieler hat Probleme, die Kontobestätigung abzuschließen.

・ I received a free FS offer by e-mail and cleared the required bet amount with the bet amount according to the rules.

・ I made an inquiry via chat and made a deposit of $ 10 because one deposit is required for the first withdrawal.

・ For inquiries and withdrawals via chat, a bet of $ 1 and identity verification are required.

Make a bet above the above and submit the following three types of confirmation processing.

① Driver's license

② Resident's card

③ Credit card photo

I did not do it.

・ After a while, when I looked at the authentication procedure screen of the casino, the resident card of ② was "rejected".

・ Even if I write that in the chat, there is no reply at all.

Therefore, send the electricity bill person

・ After a while, when I looked at the casino certification procedure screen, the electricity bill in ② was "rejected".

・ Even if I write that in the chat, there is no reply at all.

So, send a screenshot of the electricity bill of the web screen

・ After a while, when I look at the casino authentication procedure screen, the screenshot of the electricity bill in ② is "rejected".

・ There is no reply when I contact the chat.

In addition, the documents specified by the casino side include

Government-issued documents whose address can be confirmed

Address can be confirmed in recent documents such as electricity and gas

Even if I inquire about why it is not good and what is wrong, there is no reply.

I had no choice but to send the government-issued resident card and electrical statement several times, but after a while I went to see the site and it was "rejected".

・ There is no answer in chat, so I will submit a complaint.

Thank you.

・無料FSのオファーがメールで届き、規約上の賭け金額で、必要賭け金額をクリーしました。

・チャットで問い合わせ、初回の出金には、一度の入金が必要との事で＄１０入金しました。

・チャットで問い合わせ、引き出しには、後＄１の賭けと、本人確認が必要との事。

上記以上の賭けを行い、下記３種類の確認処理を提出。

①運転免許書

②住民票

③クレジットカード写真

を、行いまいした。

・暫くして、カジノの認証手続き画面を見ると、②の住民票が、「却下」されていました。

・チャットに、その旨を書き込んでも、一向に返事が有りません

そこで、電気代明細者を送付

・暫くして、カジノの認証手続き画面を見ると、②の電気代明細書が、「却下」

・チャットに、その旨を書き込んでも、一向に返事が有りません

そこで、web画面の電気代のスクリーンショットを送付

・暫くして、カジノの認証手続き画面を見ると、②の電気代のスクリーンショットが、「却下」

・チャットに問い合わせしても返事が無い。

また、カジノ側で指定している書類には、

政府発行の書類で住所が確認できるもの

電気・ガス等の最近の書類で住所が確認できるもの

と明記されているに、何故ダメで、どこがダメなのか問い合わせても、返事か有りません。

しかたなく、政府発行の住民票、電気明細書を何度か送りましたが、暫くしてサイトと見に行くと、「却下」されいます。

・チャットで回答が有りませんの、クレーム提出します。

よろしくお願いいたします。

Dear sai1331,

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 takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been advised what specifically seems to be a problem in verifying your account?

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,

Petronela

Thank you for contacting us.

Even if you upload the documents specified by the other party many times, they will be rejected.

Furthermore, even if I inquire about the incompleteness of the documents I sent, I do not receive a reply.

It's a very difficult situation.

The following are the documents specified by the casino, but you cannot send them.

If the resident's card / electricity usage statement is rejected, there is no other document to prove the address.

Thank you for contacting us.

Even if you upload the documents specified by the other party many times, they will be rejected.

Furthermore, even if I inquire about the incompleteness of the documents I sent, I do not receive a reply.

It's a very difficult situation.

The following are the documents specified by the casino, but you cannot send them.

If the resident's card / electricity usage statement is rejected, there is no other document to prove the address.

ご連絡ありがとうございます。

何度も先方の指定の書類をアップロードしても、却下されます。

さらに送った書類の、不備状況を問い合わせしても返事がもらえません。

たいへん、困った状況です。

下記はカジノで指定している、書類ですが、送ってもダメです。

住民票・電気使用明細が、却下されては、住所を証明する書類が他に有りません。

Thank you for contacting us.

Even if you upload the documents specified by the other party many times, they will be rejected.

Furthermore, even if I inquire about the incompleteness of the documents I sent, I do not receive a reply.

It's a very difficult situation.

The following are the documents specified by the casino, but you cannot send them.

If the resident's card / electricity usage statement is rejected, there is no other document to prove the address.

Thank you very much, sai1331, for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello sai1331,

I looked at your complaint and will do my best to help you. I would like to invite Rich Casino into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

thanks you.

Thanks to you, the certification has passed.

However, the bonus money, which has reached 100% this time, will not be added in real life.

It's a small amount, so it's a hassle, so I'll end here.

Thanks to you, we have solved the problem.

Thank you for your cooperation.

Please fix this case with this

ありがとうございます。

お陰様で認証は通りました。

しかし、今度は１００％到達となっている、ボーナスマネーが、リアルに追加されません。

少額なので面倒ですので、ここで終了します。

認証に付きましては、お陰様で解決しました。

ご協力ありがとうございました。

今回の件は、これでFIXお願いします

Hello,

We hope this message finds you well!

In regards to the chat, we have checked the archive and your questions did indeed receive a reply. We would suggest checking for a connection problem, alternatively clear the cache and cookies in your browser in order to reload the chat.

Concerning the documents, the Proof of Identity was accepted, as well as the front copy of the card. The initial submission of the Proof of Address displayed the wrong address so it was rejected. The second submission was a cropped document and unfortunately could not have been approved.

We are happy to inform you that the latest submission for the Proof of Address was verified and accepted, and your account is now enabled for withdrawals.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Rich Casino

Dear sai1331,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru