Casino Rocket - Withdrawal delayed due to account verification.

Verified my account and payment method twice recently Have deposited thousands and spent thousands here made a withdrawl just 3 weeks ago thats was approved now i request one 3 days ago of 1000 euro and the accounts team wanted to verify payment again so i did then now they are asking for proof of payment from 2022 from my skrill account that has been closed for a year now

Dear martinshinea,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I understand the verification process, but think it is unfair to want proof of a deposit from 2 years ago they have told me now they just want proof of my card used for deposits recently the same one i had approved 3 weeks ago for a withdrawl that was approved, i have sent a new screenshot exactly how i had it approved so i am waiting now to see what they say

so i sent the bank statement requested instead of the skrill payment from 2 years ago i also explained i use ewallet thats why the asked for bank statements and there response is they want my card details again now for proof of payment after them telling me they understand ewallet restrict screeshots of your cards and told send bank statements AGAIN, Too add my bankstatements clearly show the deposits made and withdrawls they have processed to the card already just in the last 3 weeks

Ive finally been verified with all documents i had already sent over the last 5 days now im told i can only withdraw 800 euro waiting to see now wen i can withdraw the rest and why i can only withdraw 800

Ive been told there is a 800 euro limit for mastercard withdrawl which i understand i am waiting now for the withdrawl to reach my account and if so i will close this account ill keep you updated

*update* still no response from accounts team on my cashout request after finally getting verified for the 3rd time in 3 weeks and my personal accounts manager is not responding now so i will follow through with my complaint

Thank you very much, martinshinea, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

I received my money in the end but went through quite a lot of hassle to be verified with the very first document I sent? You can close the complaint and I will write a review on my exhausting experience thanks

Dear martinshinea,

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,

Mirka

Casino.Guru