Casino Rocket - Player’s winnings haven’t been received yet.

Unprofessional Withdrawal Process and Poor Customer Support at CasinoRocket

I initiated a withdrawal of $1,800 on 17/10/2024, and I am still waiting for the funds to be processed. Despite having deposited funds through multiple methods, no alternative withdrawal options have been offered to me.

During my attempts to resolve this issue, the customer support team has continually closed chats, seemingly to avoid addressing my concerns. This has made it extremely difficult to get any clear answers or resolutions.

There is also a lack of transparency on their website. There’s no mention that payouts aren't processed on weekends, nor is there any information about a 24-hour processing period being reset if documents are rejected. These crucial details should be made available to customers upfront, but unfortunately, they are not.

I am very disappointed with this experience and the overall lack of professionalism shown by CasinoRocket. I would advise potential players to be cautious when considering this casino.

Dear chichi8888,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear chichi8888,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear chichi8888,

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 has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.