ROOPOKIES Casino - Player claims that payment has been delayed.

Roopokies claim they have paid my withdrawal via payID. However I have not received the money in my account. I normally get it straight away from Roopokies and my payID details are correct with Roopokies

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Dear Greta0202,

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,
Complaints Resolution Center

Roopokies paid me via Osko (PayID) and I have always received it one they send me notification it was processed. I understand there can be delays during processing but they are claiming that they sent the money via payID. PayID is instant. It is not a first time payment and my bank has no record and are not holding the payment.

Thank you for the clarification. I understand your concern, especially since you mentioned that your previous PayID withdrawals from the casino were received promptly and that your bank has confirmed there is no pending or held payment.

Since the casino claims that the withdrawal has already been sent, could you please provide us with any proof (bank statement) showing that the funds have not been credited to your account, as well as all relevant communication with the casino regarding this withdrawal? You can send it to jean.s@casino.guru.

Additionally, if the casino has provided you with a payment confirmation, transaction ID, reference number, or any other proof of the PayID/Osko transfer, please forward that to us as well.

This information will help us investigate the matter further.

Thank you for your cooperation.

Dear Greta0202,

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,
Jean
Casino.Guru