Casino Rocket - Player struggles to withdraw his winnings.

I've been a VIP player here for a long time and I've put a lot of money into my account. I've never had a really big win, so I had never withdrawn anything, until recently.

I have a $6000 payout pending, as it has been for last 2 days, and prior to that they declined my payout request of said money.

In the past I have sent them all the documents required for verification. Again, all the same documents were requested. After nearly 8hrs last night, trying to deal with my VIP manager, she finished work and ghosted me. They seem to have disabled the live chat with my account. I've sent numerous messages, the only way left for me to contact them, and have been left with absolutely no response from anyone.

Dear dpeds13,

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,

Kristina

Hi, I really appreciate your help. I understand that it can take a while to receive the funds, but my main concern, and I should of been more clear (my bad),

Is the fact they're failing to verify me. I've provided all the documentation in the past. Over the last 2-3 days I've been requested to provide documents that I supplied, to then be told that they don't accept screenshots, so I tried to upload original photos but those files were too large. I'm positive that they have disabled the live chat with my account so now I am unable to actually get real time information from them, they've requested photos of a digital/virtual Debit card. Front and back. I've explained that it's physically impossible. I've provided bank statements to them which covers the remaining cards I no longer have.

I've jumped through every hoop they've asked, only to be met with a hurdle. I've sent a bunch of emails to them asking for a response and still, nothing.

It's quite disappointing. They have been my go to site since the lockdowns during the beginning of COVID, and I've spent a heap of money there. I've even leveled up my ship in the bonus section to rocket lieutenant general. I honestly thought they would look after a VIP player, who is a regular depositing player. Even out of good faith, but no.

Thank you very much for the clarification, dpeds13. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I've sent you an email mate. Thanks again!

Hi guys, I'm assuming you had made contact with the casino, because the whole tone of the conversation changed and all of sudden I was verified. Now, while trying to make the withdrawal, they are telling me I can only get a bank transfer which will take 3-10 days. Yet, they offer a Bitcoin withdrawal which is instant. I've already been waiting days, I meet the requirements to be able to make the withdrawal through Bitcoin. Any advice on how to get them to approve my withdrawal via Bitcoin?

I am happy to hear that at least one of the issues has been resolved. Unfortunately, as long as the casino is making an effort to pay your winnings, we cannot compel them to process the withdrawal using a specific payment method. Thus, I suggest that you cooperate with the casino and adhere to their instructions in order to successfully withdraw your winnings. Thank you for your understanding, and please keep us updated.

Dear dpeds13,

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.