The player from Germany had been waiting for his payout since February 11, 2024, and had received inconsistent updates on the status of the payout from the VIP support Manager. The player reported having faced delays and inconsistent communication from the casino's VIP manager. However, the issue was resolved when the player received his €1109 payout. Despite the resolution, the player had expressed dissatisfaction with the casino's communication practices. The Complaints Team had marked the complaint as 'resolved'.
Rakoo Casino - Player’s payout is delayed.
Amount: €1,109
Rakoo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
Public
Public
10 months ago
Translation
Today, February 14, 2024
I've been waiting for my payout since February 11, 2024
The VIP support Manager (Ada) is giving a different story every day.
One day, she says the money is on its way to you
Next day, she says, the money has already been sent
Today, she says the Financial Team is still working on the payout
BEWARE !!!!
.................
...................
Please help
Automatic translation:
Public
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10 months ago
Dear quartasalvatore748,
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,
Kristina
Public
Public
10 months ago
Translation
Hello Kristina
The problem has been solved yesterday I received my €1109
But I would like to say this
I had to write to the VIP manager several times
And every day, as you can see in the screenshot, something different was always being communicated to me.
THE casino is therefore reputable, but lies and stalls customers, VIP or not makes no difference
THANKS AGAIN TO The Casin Guru Team
Automatic translation:
Public
Public
10 months ago
Dear quartasalvatore748,
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,
Kristina
Casino.Guru
