Casino Rocket - Player’s withdrawal has been delayed.

After wining 1700 euro , 3 cashouts 500,200 and 1000 euro ,first one over a month old .no money ever arrived to me ,

first response i had but also after days as no online chat there ...was that money was sent ,they only mentioned 1000euro tough ,not 1700 and i should ask my bank where money is 🙂

so i asked for a proof of transfer from them so can show something to my bank and complete silence since ..

so didn't receive my money ,no communication from casino side ,no proof of transfer for my money .

So all my apologies if am wrong but so far looks like a a big scam .

asked casino guru a simple question recently "how , and based on what they rated this casino 8.2? " like lots of players i based my choice on their review! here again complete silence from casino guru this time...

Just in case if anybody wants to learn from my bad experience there 🙂

Dear tamasalex71,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal was processed by the casino by never reached you? Have you withdrawn any winnings from this casino in the past?

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

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, 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

PS: If you wish to learn more about how we review casinos, please check the following article. Additionally, this casino doesn't have any unresolved complaints and they cooperate in resolving any outstanding issues with players and us.

Dear tamasalex71,

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.

hi,

never withdraw before from this casino .

and yes ,money never reached me ,and honestly based on communication they provide customers and now casino not anymore even reachable from Hungary its obvious ,its just a scam site.

Dont expect to get this money, but will make sure to place enough info about it to avoid other to be tricked like this.

Thank you very much, tamasalex71, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) 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.  

Hello, Tamasalex71!

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!

Hello, Tamasalex71 and Pavel,

I hope you are both doing well and my apologies for the wait.

Upon further checking, I can see we have requested a bank statement from you so that we may investigate what has happened regarding the withdrawal. I am keeping a close eye on this case moving forward to ensure we find a resolution as soon as possible and I will also notify you here if we get any updates from the relevant team regarding your concern.

If you require anything else, please do not hesitate to ask.

Kind Regards

Casino Rocket

Hi .

that is right ,i got a mail from this site requesting a bank statement and a link where am supposed to upload that.

The site isn't reachable from Hungary for sometimes now so cant do anything.

but no reason to send them anything really as they said early March that the money was sent and should asked my bank ,but ask my bank based on what??? therefor i requested them to send me a proof of transfer for my 1700 euro , proof that never came obviously and will never come as this money was and will never be paid to me .

Giving high credit to sites like this is participating in their scam.

wasting my time here obviously .

Tamasalex71, it is usual practice for casinos to request bank statements from players in cases like yours. It is done to ensure that player have not received their funds and they are lost between the casino and the player. Please, let us now here, when you will provide bank statement so we can move further with this complaint.

I asked the casino for a proof of transfer ,if get that will be a pleasure to provide a bank statement . as the site is not reachable from Hungary anymore and link to upload the statement cant be opened .this is anyway impossible .

Casino Rocket team, thank you for your response!

Could you let me know if there is a possibility for player to submit the bank statement in any other way, for example, through the e-mail? Also, can you send me the confirmation that funds have been sent to the player to my e-mail: pavel.k@casino.guru ?

Hello, Tamasalex71 and Pavel,

We have sent a recent email asking you to please forward the PDF bank statement via the email address associated with your gaming account and we have not yet received a response. Once we have that, the relevant team will be able to escalate the matter as well as provide proof of receipt

If you require anything else, please do not hesitate to ask.

Kind Regards

Casino Rocket 

As usually i shall repeat the same ,this casino told me that money was sent already on 3th of march therefore i keep asking for a proof of transfer!!!

Tamasalex71, as casino has mentioned, they firstly need to receive the proof that money has not landed your account, and then they will be able to provide with a proof of transfer. I understand the frustration and agree that you should receive bank statement from the casino, however, I do not see the reason why you could not provide the casino with the similar document from your side.

Dear Pavel,

would you send a bank statement to a trickster casino as this one ??be honest here .

No way I send them anything .I didn't and will obviously never get any money from there anyway they are just playing here .

They told me first that money was sent and i have to ask my bank, so claim of a proof of transfer is the only thing i can do here and have been asking for over a month .why they don't send it ??simple answer ..its just a scam.

and a trickster site rated by you over 8 . congrats to casino guru by the way.

Answering to your question, I would send the bank statement. There would be no information that could be used against me in that case, and it would help to get my funds out of the casino.

If there is no possibility that you will send the bank statement, I would like to ask the casino to provide the proof of transfer from their side once more. If they decline, I would be forced to reject the complaint, because I see no reason why the player that has not received their money would not want to confirm it.

Casino Rocket team, is there a possibility for you to provide the proof of transfer before player provides bank statement?

And do you see why the casino who claimed that money was send and themselves aske me to ask my bank where money is don't want to send me a proof of transfer from their side over a month now???

Hello, Tamasalex71 and Pavel,

As much as I would like to provide you the proof of transfer but our relevant team can only furnish it after receiving a bank statement. Thank you for your understanding.

Kind Regards

Casino Rocket

Well , its more than enough .they simply deny the proof of transfer. its obvious that they never sent it , i know for sure as never received it .Money stolen ,that's it. if this sint saying all to the casino Guru team but i suppose these people pay for their reviews anyway so nothing to prove here.

Tamasalex71, I would like to mention, that we are not paid for the reviews, there is a sophisticated system of evaluation. You can read more about it here: https://casino.guru/our-casino-reviews .

For now, please, let me know if you are willing to send the bank statement proving that you have not received the funds. I understand that you wanted to receive proof of transfer first, but casino has this particular condition, to which you have no choice, but to adhere. Simply, if you want the proof from the casino and further escalation of this case, you need to provide the proof first, otherwise, casino will not cooperate.

Thank you for your understanding!

Would you send a bank statement to a trickster casino as this one ?? Since you wont give me a rational and honest answer anyway will do it for you: NO

What reason would i have complaining if would have received any money.

they never payed me and playing here. this isn't a casino ,its a scam . fall into it , my loss .

In main time you review them and gave them over 8

Enjoy .

Tamasalex71, thank you for your response! Therefore, as I do not see the way in which this complaint could be proceeded further, I must reject it. I am sorry that I could not help more.

Casino Rocket, thank you for your cooperation and participating in this issue!

If any of you would like to contact me to reopen this complaint or for any other reason, please, write to my e-mail: pavel.k@casino.guru .

I am wishing all the best to both sides!

Respectfully,

Pavel K

Casino Guru Team

They are lying and you guys are useless here .

Giving credibility to scam sites .

Great job guys.

nothing to add.