Rockwin Casino - Player's payout is delayed after account verification.

I have poured thousands into this casino enough actually to become VIP but ever since they made me VIP they have refused to pay me out. I have been waiting now for 31hours and in that time they have made me re verify my documents which i did so and even tho all my documents were in order, they still have not paid me and just give me automated responses to my emails and wont even connect me to a human anymore even tho i have not been abusive to any support staff, i have just been demanding my money be paid out like it should be! I didnt even wait this long for my first pay out from them which was a lot more money than $472.

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Dear Jemm,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please specify how many days ago was your withdrawal requested?
• Was your account, including the payment method, successfully verified?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you.

Thank you in advance.

Best regards,

Attila

Dear Jemm, thank you very much for your email.

To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Have you contacted the casino customer support via email to ask about the reason why your payment is delayed?

Thank you once again for your patience and cooperation

Best regards,

Attila

Dear Jemm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru