RESOLVED: Ripper Casino Complaint

I studied their TOC's and verification document requirements before submitting my personal documents to guarantee that they fall within and follow their requirements perfectly.

I later received an email stating my documents have been approved and my account is now verified on May 30th. I proceed in making a deposit, got lucky and won! I submitted my withdrawal request for $1842.83. They have a mandatory 48 hour processing period before your withdrawal is processed. On June 3rd, nearing the end of that 48 hour time frame, I receive an email stating my documents are no longer accepted, my account is no longer verified and they requested alternative documents. 

I responded by informing them that I had already been verified and provided a screenshot of their previous email confirming my verification. I received no response. 

I emailed their support team explaining my situation and received a response confirming my verification and estimating that I would receive my winnings end of day June 4th (today). I also went to the chat and asked who I could speak to about the status of my withdrawal and was told there was no one available and my account is no longer verified and I will not be receiving my winnings until I provide alternative documents. 

This is a clear attempt to delay payment, if not a tactic to prevent making payment all together. I was meticulous in taking the proper measures to ensure my account was verified before making a deposit to avoid running into issues like delay in payment. I'm considering emailing the Pitboss but have reached out to the complaint forum first in hopes of some assistance.

USERNAME: *****

Hi Ngg360,

Sorry to hear you expereinced issues with verification and withdrawal when playing at Ripper Casino.

We have contacted the casino rep and check what has happened. Once they repky, we will inform you here on the thread.

Thank you so much for your prompt response and your assistance in this matter. It is greatly appreciated! 
 

I'd like to add that they never specified why or exactly what about my documents made them unacceptable, as they fall in line with their listed requirements completely.  I've used them in all the casinos I play at and have never been turned down for verification. In fact, they were acceptable to Ripper Casino as well.... until I made my withdrawal request.

Hi Ngg360,

You're most welcome. We will update you when we receive any feedback, hope to receive it soon.

Hi Ngg360,

You're most welcome. We will update you when we receive any feedback, hope to receive it soon.

You agree that this seems like an attempt to delay payment and/or refrain from payment all together, right? Like I took the necessary actions to ensure my account was verified before making a withdrawal and I followed their TOC's. And this is surely unfair? I feel like I'm going crazy. Lol.
 

Anyway, you are so awesome, thank you so much for your help 😎 I look forward to your response!

Hi Ngg360,

We'll see what the rep will say, once they reply, we will let you know here on the thread.

Hi Ngg360,

We sent the reminder to the casino rep. If they respond, we will inform you here on the thread.

Hi Bixy,

Let me give you a current update:

Since deciding my documents were no longer accepted, they requested alternative documentation which I have since provided. Everything I have submitted is more than sufficient to prove my identity.

They have delayed payment at every step of the way. I’ve met every request efficiently and effectively but there has been a huge lack of communication on their part. For example: I’ve sent several emails in the past 24 hours and only received 1 email back that was completely irrelevant and unrelated to the matter at hand. I’ve also continuously requested updates on the status of my withdrawal but have yet to receive a response. The support team has been a bit more supportive, consistent and pleasant to deal with. Yet, I feel both the documents & support team lacked a sense of urgency. 

It’s unbelievable how brazen they’ve been in delaying my withdrawal— suddenly deciding my documents are no longer accepted and account no longer verified after submitting withdrawal request. It’s now been 2 weeks since my initial withdrawal request and I feel like hardly any progress has been made....... and it was literally already verified before I made my deposit. 

Hi Ngg360,

Thanks for your update. Let's wait for their feedback, perhaps we will have some new information. Please be patient and we will update you here on the thread once we have any response.

Hi Ngg360,

We have received the update from the rep.:

Due to an error the account should have been closed from the beginning due to player’s location.

However, the payout has been approved by them so it won’t take long for the funds to be sent out. Once the winnings have been payed out, the account will be closed. The player will be contacted soon regarding the matter.

Hi Ngg360,

Can you please confirm you got your funds?

Thank you.

Hi Ngg360,

Since we received no feedback from you and got informed about the positive outcome from the rep, we would need to close this complaint and mark it RESOLVED.