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

Hello I have been trying to make a withdrawal from rocket casino, I won 450 and provided them with my MasterCard,A bank statement with my name and address and a drivers license as well as a current gas bill. I have given more than asked but everyday they cancel my withdrawal saying not enough documents. I have sent many emails to ask what the problem is but I can never get anyone on their chat and support won’t answer me. I thought it was an Australian casino, I have had this problem years ago with slots inferno they didn’t pay me 1500 and I have noticed that rocket is in Malta. The same place slots inferno were from. Can you please tell me what I can do. Thanks Unlucky Lea.

Dear luck4lulu4,

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 advised what specifically seems to be a problem in verifying your account?

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

Hello again, I have still had no emails. I looked today and it’s first time I haven’t got an refusal today. I looked at documents and they still say pending. Yet it was all the right things that they asked for. I have never had to put 5 secure documents. It says 3 MasterCard bank statement with name and address and the deposit for there casino then I have even sent my business license. I don’t know why they have not been approved. I have a bad feeling because about 5 or more years ago I won 1500 aud from slots inferno and they got shut for not paying. I am with king johnnie. As well as woo casino I have only ever needed the bill my card and bank statement. There is nothing more I can give. I can’t seem to ever get them on chat , I have emailed them more than 3 times asking what I have done wrong, I can never get anyone. Is there anyway I can fight this. Thanks heaps for listening to me. Lea.

I will wait to see if they cancel it again today. But I have given them more than enough identification and exactly what was asked. I really need this, I am a single mother and have a 17 year old who is starting to go to trade school. He doesn’t get money and I only get a pension. It’s not right how quickly they take your money but what a mission to get ur winnings. I will keep my fingers crossed. Thanks for ur help.

Thank you very much, Lea, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear luck4lulu4,

I’m sorry to hear about your negative experience. I will try my best to resolve the issue as soon as possible.

I would like to invite Casino Rocket to join this conversation and let us know why luck4lulu4’s gaming account has not yet been verified.

Hi guru well I finally got hold of their chat and she said it’s in progress. They have not put it back so I might be in luck. Thanks for your help, I will keep you posted and see if they are sending it. Lea.

Thank you, luck4lulu4, for the update. We will wait for the casino representative’s official statement. In the meantime, please keep us posted.

Hi Luck4lulu4,

Well done on your win at the casino!

Please note that we are the support team for the affiliates, and we will always do our best to chase up any player queries coming through.

Let us know how is goes this time, if payment doesn't go through we will contact the casino team to get a better understanding on the issues.

Best regards,

CasinoRocket Affiliates Support Team

Thank you, CasinoRocket Affiliates Support Team, for your reply.

Dear luck4lulu4,

I’m setting the timer for 7 days. I’d like to kindly ask you to let us know once there’s been any news regarding the issue.

Hi well they finally approved my documents and I got paid, Thankyou so much Andrej, If you had anything to do with me getting my winnings I thank you so much 😊

Thank you, luck4lulu4, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru