Rocknreels Casino - general discussion

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Hi I've played at rocknreels for a long time had many withdrawals without issue they use to pay into my account within a few hours when payid was available however it's not now. This ment a bank transfer to withdraw and usually appear in account within three days. Well I won again withdrew 3k on the 14/4/24 it's now the 23/4/24 and I'm still waiting upon contacting them they said it would be today however it's not in account a have screenshots of all chats and withdrawals as I also withdrew on the 15/4/24 1.1k and of course I'm now waiting on both to appear in my account. All conditions and playthrough a were met and the withdrawals went from pending status to success within a couple hours of them being placed. Not sure what more I can do now. Help

Hi, since you were used to the money always arriving quite early, I can understand why you are worried now. However, I would say that if you have always received it without any problems and the other withdrawals are processed, I would give it some more time and try to stay calm. We give the casinos 14 days to sort out everything around the withdrawal and if they don't, then our team will step in and try to help since you have open complaint.

So let's keep a cool head and see what happens. I'll keep my fingers crossed that you'll see your money as soon as possible and if you hear anything new, be sure to let us know. 

They told me I'd see it no later then the 23rd and if I didn't to contact support. Which I did, now they have requested bank statement from when withdrawal was lodged up to current date. I. Currently waiting for my bank to send that statement to forward it on. There's a lot of people in same situation as there's a page on Facebook with about 8 players still waiting. Thanks for your reply appreciate it. Thought I'd give you an update.

It's not very pleasant when a casino gives a timeframe and then fails to meet it. I would find that irresponsible. 

However, at least something seems to have moved on, since they asked for a document from you, so when you upload it, I wonder how long you will wait for approval. So I'll be holding out for when you have something new. 

Hey mate ,

exact same thing has happened to me haven’t been paid out from the 11/04

I had to send my bank statements in a pdf so they could escalate it .

usually it was 3 days max till hit bank account now it’s been over 10 days owe me 8k

All I’ve received from them is there could be an affected game . ( I was majority playing dog house )

but still I’ve had bigger wins then I have lately . So im not sure what’s happening it’s been with them for 3-4 days now with no one contacting me with information .

I have all the information screen shotted of processed payments and withdrawals also

Yep I had too send my statements which I have today I've read somewhere that all withdrawals from 10 to the 15 April are being reprocessed due to something with the provider that processes them. however when I enquired on that while submitting my statements they didn't say anything now I'm waiting on an email to know what's is happening with mine.

Yeah likewise they said to wait for an email. But today they told me the same thing you just said about the 10-15 but I have withdraws up until the 22nd . So we are I’ll wait and see if it doesn’t come in by Monday Tuesday .

weird cause this is the first time I’ve had problems with withdrawing since it changed from

payid to bank account

Hi, I think that since it's been 14 days I would also think about filing a complaint. 

If you are interested you can do so here on this link. 

From what I can see, it's quite late that the casino asks for a bank statement, but as I said, if you provide it and everything will be fine, I firmly believe that it will be just a matter of time before the money comes in. When did you send the document to the casino ? Have they accepted it yet?

Does this casino make any checks within the slot you played on ? I was wondering if the game provider is perhaps also checking this, because with higher wins this can sometimes happen and that's why there can be a delay in the withdrawal until the investigation is over.

I have submitted a complaint on here already mate it has a timer waiting for 14 days I think

What’s the Facebook group called mate ?

Smart Pokies

as of yet I have not received any email or response I did ask however and this is what support said so as of now I still wait and wait this is what support told someone else waiting though but wouldn't comment anything to me why is there difference between what communication a player gets that has made me slightly peed off.

Hello I sent the document to the casino on Tuesday afternoon , but they were telling me it should be in my account within 7 business days then I noted one payment should already be in then (11/04) that’s when they asked for my bank statements to escalate it .

Money should arrive today ? Surely they wouldn’t just be leading us on one day at a time lol

weird no one that sent the pdf of their statements had had any reply back via email though