UNRESOLVED: Rich Casino - verification issue

i was playing at Rich Casino with a free bonus and after a bit I deposited with a 20$ neosurf. 
i had some wins on Chinese Dragons and another game and my balance was over $800 in withdrawable funds (I had played all day and already met my wager requirements).

i had a dinner date and then went home to bed and next day when I went to log in, red text told me my account had been disabled. No explanation, 'More details' could be given by contacting Live Chat (not available unless logged in and I can't log in) or by contacting their support team at [email protected].

I have sent multiple emails to them with absolutely NO REPLY WHATSOEVER not even a courtesy email or automatic reply to tell me my email has been received.

I actually just wanted to keep playing and was not planning to withdraw funds yet but as  they have prioven to be unreliable/untrustworthy and as it is nearly Christmas - I now want to withdraw my winnings.

Certainly: I require them to stop ignoring my emails to the support team they have advised is the proper channel to reach them on.

They have no listed phone number.

please be wary of this Casino and please help me LCB.org!

thesassmachine

Hi thesassmachine,

Could you please private message me your casino username? We're going to get in touch with the casino rep and ask them to look into your case. 

Hi Melissa thanks for your reply. Unfortunately I have no idea how to private message you as clicking on your profile doesn't bring up any 'direct message' option or similar - none that I can see anyway.  

In any case my username at Rich Casino is also: thesassmachine

Thank you for your help with this

Oh sorry forgot to add the link to the private message. I'll send you a message with an explanation of how to message someone. 

Thanks for sending the account detials. The casino rep will be infomred. 

Hover over MelissaN's image and you will see a button that shows 'Private message'

@thesassmachine

Hello,

We hope this message finds you well!

Your account was temporarily suspended pending account verification. Our Security department reached out to you in order to complete the verification. Once we have all the necessary documents on file, your account will be reinstated to the previous status.

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

Kind regards,

Rich Casino

Thanks richcasinorep for your feedback.

@thesassmachine please keep us posted. 

Yes thankyou Melissa and thanks Rich Casino rep for the reply here: it's certainly a more  satisfactory response than Ive managed to get by emailing the casino support which is not really 24/7 to people who can't log in to their account.

it's also a strange thing to do: to lock somebody out of their account and ignore their emails asking for support when the normal thing would have been: to ask me to verify my account WHILST I AM STILL ABLE TO LOG IN and easily communicate with casino and upload documents. 

It should be noted here also that I had only opened my account with Rich Casino a couple of days before being locked out of my account and I had NOT REQUESTED A WITHDRAWAL so there was no need - OR EVEN ENOUGH TIME YET - to verify my account by uploading personal data.

I have (several days ago) sent Rich Casino available proof of ID and photoscan of my debit card and copy of my rental lease and recent bank statement so fingers crossed...

Would be really great to hear back from casino rep on here telling me my account was reactivated already and waiting for me to enjoy myself gambling with my nice big (by my humble standards anyway) balance of funds in there.

I will definitely keep u posted!

Regards

Emelda thesassmachine Moncelet

Thanks for that Melcb, it doesn't seem to work for me (I don't have a mouse unfortunately. Just my phone.)

I appreciate the help and look forward to having a computer soon and enjoying full functionality on this and every other worthwhile site)

:) 

Thanks for your feedback, thesassmachine. Please keep us posted. 

Hi thesassmachine,

Could you please tell me if your account has been verified so we can close the topic? 

Thanks. 

Hi thesassmachine,

Since we haven't got a reply from you, we contacted the casino and they informed us that they were still waiting for you to submit relevant documents. They are still waiting for proof of identity (valid, govt-issued Picture ID). 

Please provide them as soon as you can so they verify your account and process your withdrawal. 

Hi thesassmachine,

Since we never received an update from you regarding this case we are going to close this topic. 

Hi! 

Sorry for late reply. I never got a reply from my last attempt with rich casino so would love the rep to get back on here and confirm which email address I should send my photo id to to have my account and funds reinstated. 

thanks for ur help!

Emelda

Thanks for getting back to us. Okay, we'll check with the casino rep. 

Hello,

We hope this message finds you well!

Kindly note that the last email we received was in December and it contained only the expired documents. In order for the account to be reinstated, we would kindly request the following documents:

- proof of identity: driving license, passport or proof of age card;
- proof of address: bank statement or utility bill.

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

Kind regards,

Rich Casino

Thanks so much for your help MelissaN!

Thanks RichCasinoRep I will try now.

Please try again and let us know as soon as your account has been verified. 

Hi MelissaN :)

so i sent through my photocard etc to their security email and bcc's [email protected] still waiting for a reply but was only day or two ago so I will give them longer before I lose faith. 

I'll keep checking my inbox and spam box and give you an update by wednesday next week (sooner if I hear from them which hopefully i do.

Thanks for your help here this is a great forum!

regards, I'll keep u posted!

emelda

So, still no reply or acknowlegement of my email with requested documents attached  that I sent wednesday 3rd March. Just sent another one now...

*fingers crossed

We'll check with the casino rep if they received your documents. 

Hello,

We hope this message finds you well!

Unfortunately we have not received any new messages since the one in December from the address registered on the account. In case you do not receive a Ticket ID from the automated system, please reply to the original email thread from December to reopen the previous ticket.

Kind regards,

RIch Casino

hi richcasinorep. Thanks for thst but I DID reply to the original message thread and I KNOW it was delivered ok because I received no error message from postmaster.

plus I ALSO sent the documents (after receiving no reply on original thread) in 2 new emails addressed to both [email protected] and [email protected].

So perhaps at this stage of this long and entirely unnecessary ordeal, you could perhaps see fit as a representative of Rich Casino to email me yourself at [email protected] and I will respond by resending to you personally the documents (I already sent multiple times through usual and suggested channels).

I do think that would be the easier and more efficient way to assist me rather than give me instructions via this forum on how to do things I already did, if indeed assisting me is something you are trying to do.

regards 

emelda thesassmachine

Hi thesassmachine,

Are there any updates regarding your verification? Please keep us posted. 

Hi MelissaN

unfortunately the only thing I can report is the continued failure by Rich Casino to respond or even acknowledge my emails.

They know that eventually I will just give up and go away but at least, thanks to jswqzs.com, other players can be forewarned.

thanks MelissaN

Thanks for the update. We'll check again what's going on. Did you follow the instructions the casino rep gave you in their previous post? 

Since the player fails to provide the relevant docs and since this case hasn't been sorted yet, we'll mark it as Unresolved.