The player from Germany had reported an issue with Casino Rocket where he had been unable to withdraw his winnings of 6000 Euros despite depositing via cryptocurrency. He had confirmed that his account was fully verified and there had been no reported error from the cryptocurrency provider, Coinspaid. However, the casino had been unresponsive to his queries. After the intervention of the Complaints Team, which had requested assistance from the casino, the player confirmed that his issue had been resolved and he had received his payout. The complaint was then marked as 'resolved' by the Complaints Team.
Casino Rocket - Player's withdrawal of winnings is being delayed.
Amount: €6,000
Casino Rocket
Safety Index:HighSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
Translation
Hello,
I hope for your assistance
On Sunday, I won money at Casino Rocket, to be precise, 6000 Euros.
I deposited funds there using cryptocurrency and intended to withdraw it the same way, but it was unsuccessful. They told me they would investigate, and I keep hearing the same response each time. I was then advised to withdraw through a bank transfer, which I attempted, but it was declined because I was told to withdraw the same way I deposited.
For two days I've been trying to settle the issue via live chat, but no one is assisting me. Whenever I attempt to withdraw, I consistently receive an error message that says 'NOT POSSIBLE!
Since Sunday, they've claimed to be investigating the situation, but I've received neither an email explaining the cause nor any clarification on the actual problem. I just want access to the money I legitimately won. I'm hoping for your assistance.
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3 months ago
Dear Artonic001,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Casino Rocket. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm that you passed the full KYC verification?
Could you kindly send here the screenshot of the error you receive when you try withdrawing your funds via cryptocurrency?
Has the customer support provided you with any information regarding the technical error of the payment system, i. e. whether it's just temporary, when it will be fixed, etc.?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 months ago
Translation
My account is fully verified there because I already made an unpaid withdrawal in November. I was told in the live chat today that it was the provider Coinspaid and that I should contact them, which is what I did. They replied to me that there are no errors that they are aware of. It's up to the casino, that's what Coinspaid told me. This is just harassment what they are doing to me. I can no longer access the live chat or no one answers me anymore.
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3 months ago
Translation
This is the email from Coinspaid!!
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3 months ago
Thank you very much, Artonic001, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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2 months ago
Translation
I'm no longer being answered in live chat and my emails aren't being responded to either. I don't know what else to do anymore...
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2 months ago
Hello there,
Thank you Artonic001 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Casino Rocket for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.
Thank you!
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2 months ago
Translation
You can close the case! They finally paid out, thank you for your help 🙏🏼
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2 months ago
Dear Artonic001,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
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