Casino Rocket - Player’s struggling to complete account verification.

Hi, I am absolutely disgusted with casino rocket. You guys also advertise for them. I have $800 sitting there that’s mine to cash out. You advertise that they have 24/7 support yet I have sent numerous of emails and also tried the online chat and noones answering. And noones responded to my emails either . I just want

My money. They asked me to send through my verification ID which I did, that was a few days ago and they still haven’t verified it so I can get my money out. They keep cancelling my requests to cash out instead of fixing the issue. I have had enough. If this is not rectified in the next 24 hours I will be getting my lawyer involved. They can easily take our money quickly to play the online games but then stuffing me around when trying to cash out . I’m about so angry about this

Dear Ainslee,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you’ve requested a withdrawal and started the account verification?

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

Dear Ainslee,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.