RockySpin Casino - Player’s withdrawal request is delayed.

I can't withdraw my money because they asked for proof of address and transaction of my deposits, but they refuse to look at or reply to my email.

Unfortunately, this casino is not reliable, I have had withdrawals before, they didn't ask for such documents, only an ID and a selfie, but even then I had to request the withdrawal three times, because it was always canceled citing technical problems, so they deliberately backed down from solutions. Unfortunately, I notice that there are hardly any reliable casinos that don't use such vile methods.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear boka8911,

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

• Could you please advise which documents you have already provided and when exactly did you send the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Could you please provide the exact date of your initial verification request?

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,

Katarina

I sent everything as requested, but they are just wasting their time.

They lie to each other that the inspection will be in 1-2 hours and it still hasn't arrived, they just say it's been several days.

Why is my account not verified?

the deadline has passed

Peter, no worries, let me check your account, please! ❤️

ok

It might take up to 48 hours, could you please wait for it?

You said 24 hours so far.:XDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDDdddd

You said you'd look at it today.

No worries, please, it should be done soon, Peter, I will try to escalate the issue and speed it up for you! ❤️

you are lying

Read

I speed it up for you, Peter! ❤️

Lara 

20:00

My pleasure! If there's nothing else I can help you with, I would really appreciate it if you gave the chat 👍 by closing it from the ❌ button. It really means a lot to me! 😇

They lie about this every day and nothing happens.

Hello, Peter!

 

We are contacting regarding your account.

 

We are writing to formally notify you that your account has been permanently closed as per the decision of the administration. This action has been taken in strict adherence to our Terms and Conditions. Please be advised that this decision is final and is not subject to review or reconsideration. We appreciate your understanding in this matter.

 

Should you have any questions regarding this decision, we encourage you to refer to our Terms and Conditions for further clarification.

 

We appreciate your understanding. Should you require any further assistance, please do not hesitate to inform us.

 

Best regards,

Dan

Casino Support Team

After my account was verified and I received my money, I received this email and was banned from the casino and all other similar casinos.

Dear boka8911,

thank you for messages and updates.

• Do I understand correctly that you have received your funds, please?
• Is there any balance left on your player's account, please?

Looking forward to your reply,

Katarina

I got money, I have no balance, I can't log in, and no other similar casino.

Dear boka8911,

We're glad to hear that your issue with a withdrawal has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

Regarding the blockage of your player account, I regret to inform you that we may not be able to proceed further with this matter. As with any business, the casino reserves the right to discontinue service to a customer at its discretion. Since there are no funds remaining in your account, we are unable to take any additional action on your behalf. I am sorry we could not assist you further.

Best regards,

Katarina

Casino.Guru