Casino Rocket - Player believes that their withdrawal has been delayed.

I deposited $5000 into the casino after I played it through and requested a cash out the KYC team immediately emailed me requesting information as to why the sudden increase in my deposit history I explained that this is due to my bank account approving me for an overdraft account, they also requested 3 months of bank statements which I provided to them, the following day I logged into the casino to find that my account has been temporarily suspended with no warning or explanation and after providing them with the documents they have requested. My cash out is still pending and my account is still temporarily suspended no one will provide me with an explanation and I want what is rightfully mine my cash out.

Dear Corleni,

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

Dear Corleni,

Have you received your withdrawal from the casino yet?

Hello no I haven't and since making this initial complaint they reinstated my account and when I went on to request a cash out they cancelled my cash out reason being due to the casino wanting to cash out to the bank account that was used to deposit with, after me explaining to the casino that the account has been closed due to it being overdrawn and an arrangement has been made between myself and the bank so that I can pay off the overdrawn amount but that it is not accepting incoming our outgoing payments the casino disabled my account, my account has now been disabled for 1 week with no explanation given and no indication whether my account will be reinstated. I have never had such issues with the casino in the past nor have I ever had an issue cashing out to a different account in which I deposited with

Hello is there any updates on this please

Thank you very much for your reply, Corleni. Before we contact the casino, 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 have emailed you the requested documents thankyou

Hello please confirm if you have received my email with the attached correspondence please

Thank you very much, Corleni, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.d@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.  

Thankyou

Hello Corleni!

From now on, I will take care of your complaint. I would like to invite representatives of Casino Rocket in order to help us with resolution of the issue.

Hello thankyou for your assistance in this matter

Hello everyone!

Dear Corleni,

Thank you for reaching out to us with your feedback.

We're sorry to hear about your experience. We aspire to develop high-quality customer support service.

Concerning your recent withdrawal, we had to do a supplementary security check as part of the process, therefore it may have caused a bit of a wait.

Also, we can see that the personal manager is already aware of the situation and will provide you with updates as soon as possible.

If this is not the case, you can reach us again if there are still any questions. The support team works 24/7.

Feel free to do this via chat or email here: support@casinorocket.com

Again, we apologize for the inconvenience this may have induced, and we would like to thank you for your kind patience and understanding.

Sincerely, Casino Rocket

Casino rocket, Thankyou for your prompt response, although this still does not provide me with clarity as to where my account stands nor my cashout.

My account is currently disabled as has been since the 24th of November, my manager Timothy had not provided me with any updates or reassurance,

Hello Corleni,

Thank you for your consideration and patience.

We sincerely regret any inconvenience this has caused.

Please understand that we haven't received any updates from the relevant team as of yet, but we have sent a follow-up. Once an update is available, your manager will contact you as soon as possible.

Again, we appreciate your understanding and we are grateful for your patience.

Apologies but this has been an ongoing matter since the 17th of November and I have not been given an explanation. There must be a certain time frame that all checks must be completed by the casino?

Martin I believe the above message from the casino was rather unclear, my account is still disabled with no updates regarding my account or my cash out it has now been 1 month since I deposited and met the wagering requirements and had my account closed, I believe it is the casino managers in itself which need to be contacted to reach a resolution not the support staff

Dear Corleni,

I understand your concerns well, but please note that according to the all information about the situation we have received from you, this is somewhat unusual situation and we also understand that the casino needs to follow their procedures. I am well aware of the quite extensive time frame and understand your frustration. Since the representatives has been already notified, I sincerely believe, we will be able to get more information in the near future.

Dear Casino Rocket,

Thank you for your reply. Please note, that we will be looking forward for any news regarding the player's account and we would really appreciate if you would bring some news and more detailed explanation very soon.

Hello Martin,

Apologies for non communication the past few days I have been without my phone.

Two days ago I received deposits into my bank account that was used to deposit with, the account that I requested the cash out to not be paid to under the description of "refund of deposits to rocket casino account" to the value of the deposits made to the casino on the 17/11, I have also received an email from the casino stating that they have refunded the deposits and that my account will remain closed.

I am confused by how they legally can do this as they accepted my cash out until I requested it to be made to my previous account in which I used to cash out with, also as to why they transferred the deposits as under the description of "Refund of deposits" when a refund was not requested by either myself or the bank.

I would like to take further action please get back to me with what can be done regarding this.

Thankyou Elleni

Hello Corleni!

Thank you for providing us with some news. If I recall correctly, you have mentioned earlier, that your old and overdrawn bank account was closed and not able to receive any payments. Could you please explain how it is possible that the casino has managed to refund your deposits on this account?

Also, for a better orientation in this case, could you please once again explain how much did you win after your deposits of $5000? Could you please specify the amount of the refunds received on the bank account you used to deposit with?

Dear Corleni,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player hasn’t responded to our messages and questions. Even if we’ve assumed that the issue has been resolved, without a confirmation from the player, we are forced to reject this complaint.

The player can reopen this complaint anytime.