The player from Germany had requested a withdrawal less than two weeks prior to submitting the complaint. Their money hadn't been received yet. The player expressed dissatisfaction with the casino's customer service and claimed that despite winning a significant amount, only three deposits were received. In response, the Complaints Team had advised the player to provide all necessary documents and forwarded the complaint to a colleague for further investigation. The casino confirmed that a withdrawal of 640 EUR had been processed. However, the player insisted on missing winnings. After a thorough investigation, it was found that the disputed winnings were made from free spins with a maximum cashout of 50 EUR. The casino had paid out the player's real funds of 640 EUR. Therefore, the complaint was resolved.
Casino Rocket - Player believes that their withdrawal has been delayed.
Amount: €640
Casino Rocket
Safety Index:HighCase closed
RESOLVED
Case summary
A rip-off 😡😡😡😡😡😡😡😡
Deducting from my account is no problem, but paying out my winnings is 😱😱😱😱😱😱😱😱😱😱😱😱😱😱😱😱😱😱😱
They don't pay out the winnings.
After the 3rd payout, you suddenly have to identify yourself
Which is fine, and then they keep your winnings!!!!!!!!!!!!!!!!!!!!!
Don't expect any help from customer service.
I am very disappointed that no one is helping
so be careful!!!!
Dear qmfs8v7dwq,
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
I don't get a proper answer from customer service and I was told in the live chat that the money would come and not to worry and that I wouldn't get anything because I lost it
despite evidence
If you want I can send my entire status
they simply have my winnings 
Thank you for your reply, qmfs8v7dwq. Could you please advise if you have provided all the required documents? If yes, when exactly?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Ok, I'll send you everything via your email
Thanks for your help
Thank you very much, qmfs8v7dwq, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.
Hello, qmfs8v7dwq!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
Good Day qmfs8v7dwq and Pavel,
Thank you for your feedback.
We are sorry that you have had an unpleasant experience with our platform.
I have reviewed the account and see that the most recent withdrawal of 640 EUR was successful and processed on the 9th of November. If you are referring to a different withdrawal, please advise accordingly. If you have yet to receive this withdrawal, we will require you to upload a bank statement for further investigations on our end.
I hope this information was helpful and if you require any further assistance, please do not hesitate to let us know.
Kind Regards,
Casino Rocket
Good evening
I received the 640€
It's about the remaining profit that was simply canceled
you can see it in my status.
I emailed Kristina from Guru all of my winnings
Where is my remaining profit please
If Casino rocket wants to, I'll send everything I have again
You can see that I still have a lot of winnings and I didn't gamble them away because they were simply gone
Casino Rocket, could you, please, clarify on why player's winnings have been confiscated? If there has been any wrongdoing from the player's side, we would need to receive proof of it. You can send it to my e-mail: pavel.k@casino.guru. Also, note, that all received information will remain confidential.
Good Day qmfs8v7dwq and Pavel,
I would like to inform you that our relevant team is actively checking on your concern and we will get back to you as soon as we have an update.
If you require any further information, please do not hesitate to contact us.
Kind Regards,
Casino Rocket
Good Day qmfs8v7dwq and Pavel,
We have investigated this matter thoroughly with our payments team to find any error on our end, and based on what we can see, all the withdrawals were returned to the account after they were declined. This was the case until the total amount of 640 EUR was withdrawn.
Based on this information, there were no missing funds to be found. If you feel this is incorrect, please provide us with more details, such as when you had the entire balance you are enquiring about, such as the date and time.
I hope this clears up any confusion, and if you require further assistance, please do not hesitate to contact us.
Kind Regards,
Casino Rocket
Thank you, Casino Rocket! As far as I see from the player's information, their winnings have been confiscated and only the deposit of 640 EUR has been left in the account and, then, withdrawn. Therefore, I have adjusted the disputed amount to the 660 EUR, given that the initial disputed amount had been 1300 EUR. Could you, please, clarify the confiscation of the winnings or, if there has been no winnings, provide me with the proof of it (game and transaction logs from the player account) to my e-mail: pavel.k@casino.guru?
Good day Pavel,
We have sent the needed information to the email address given.
If you require any further information please do not hesitate to ask.
Kind Regards,
Casino Rocket
qmfs8v7dwq, we have reviewed your playing logs, that the casino has provided to us, and came to the conclusion, that confiscated winnings that you are referring to, have been made from free spins. These free spins and no deposit bonuses have maximum cashout of 50 EUR, so every time your winnings have been cut, there had remained 50 EUR (maximum cashout). The casino has paid out your real funds of 640 EUR, so, therefore, we can close this complaint as "resolved". If you will have any questions, do not hesitate to contact me through my e-mail pavel.k@casino.guru.
I would also like to thank the casino for the help and cooperation!
