Casino Rocket - Player facing issues with cryptocurrency withdrawal.

Deposited by litecoin from my crypto wallet on Feb 10.

Attempted to make first withdrawal request on Feb 12. As per the terms request was made same as depositing method, each time I placed my crypto address in I received an "is invalid" "can not be blank" error.

I made contact with support and followed all instructions but it still wouldn't accept.

I then made a request through bank transfer, which was cancelled and requested I make withdrawal by coinspaid. I have never had nor can I create a coinspid account.

I emailed this to support and received a generic reply some days later with no response.

I have tried everything.

To date I have made 8x attempts for assistance through lengthy live chat and 3x request through support email. Each time no one can help and I am told my matter has been escalated and support will contact me. To date I am yet anything other then they referred it to the right department and still get the same error when placing in my litecoin address for a withdrawal even when I use a different address from another wallet

Dear Naomibbb,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessary, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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,

I understand everything you said, however I have not had anyone give me any further advice in relation to this. I have not been offered to withdraw by an alternative method, I have made attempts to withdraw with all different methods available. I have actually had no one from support contact me at all despite being told I would on 8 occasions.

Thank you very much, Naomibbb, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Naomibbb,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casino Rocket representative to join this conversation and participate in resolving this complaint.

Dear Casino Rocket,

Could you comment on this?

Thank you in advance for providing the information.

Good Day Naomibbb and Stefan,

My apologies for the wait but we do appreciate your patience while working on this issue.

I have escalated this matter to our payments team and they have advised that we have been facing an issue with our Crypto withdrawals and it is currently still an ongoing issue. Based on this, our payments team has approved the bank transfer withdrawal which is currently in progress.

I hope this information helps and if there are any other updates, I will be sure to notify you here.

Kind Regards,

Casino Rocket

Dear Casino Rocket.

Thank you for your response and the information provided.

Do I understand the situation correctly that the player can request a withdrawal via bank transfer or he already has requested a withdrawal?

Thank you very much for providing the information in advance.

Good Day Stefan,

Yes, the latest withdrawal was done via Bank Transfer and has been approved on our end.

Kind Regards,

Casino Rocket

Hello Naomibbb,

Could you confirm if you have received the payment?

I am looking forward to your response.

I'm guessing it could take a few days to hit my account, the request still states "pending" and im yet to receive anything officially, although I have just noticed that the request no longer has the cancel option available, I assume this is because it has been actioned.

Thank you so much for your replies

Hello Naomibbb,

Thank you for your response.

Could you let me know once you receive the payment?

I'll be awaiting your reply.

Dear Naomibbb,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.