The player from Germany is experiencing difficulties withdrawing his funds due to temporarily limited availability of payment methods. The issue was successfully resolved, the player got paid by bank transfer.
RocketPlay Casino - Player’s struggling to withdraw his winnings.
Amount: €1,000
RocketPlay Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I have already deposited with this provider with bitcoins and successfully made a withdrawal on bitcoins wallet. My account is fully checked. I then paid in with Cashtocode and paid out a few times later on Bitcoin Wallet, it worked smoothly. Yesterday I paid in again using Cashtocode and won 1000 euros, but my payout keeps getting canceled with the reason (I should first pay in with Bitcoins... ) I have saved all the evidence, please clarify
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2 years ago
Dear Tuscani090283,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
Could you please advise if you contacted the casino regarding this issue already?
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,
Petronela
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2 years ago
Translation
I deposited at this casino with Bitcoins...and then deposited a few times with Cashtocode and won something..I was able to pay out a few times afterwards with Bitcoins...now I have deposited again with Cashtocode and won 1000 euros..Now the payout is cancelled with the justification (that can only be paid out to the last deposit method...) After I explained to the casino employee via live chat what Cashtocode is and how it works...and that you can't pay out to this deposit method (hope Guruteam knows how Cashtocode) works. My payout via bitcoins is now in a queue for the 3rd time after it was canceled twice by the casino..so I unfortunately assume that it was canceled again..my account is completely vetted and as I said my side was paid in bitcoins and paid out but suddenly the payment is canceled although this payment method is still available..lg
Edited
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2 years ago
Thank you very much, Tuscani090283, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Tuscani090283,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite RocketPlay Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Hello Tuscani090283
If you made a deposit from your crypto wallet, which you haven’t used on our project for a long time, you could withdraw your winnings to it. Since the deposit was made via Cashtocode, we have withdrawn your winnings via bank transfer.
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2 years ago
Thank you RocketPlay Casino team for your reply.
Dear Tuscani090283,
Have you received your winnings by bank transfer?
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2 years ago
Translation
Hi there,
the money has been transferred.can you please close the case.thank you
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2 years ago
Thank you Tuscani090283 for the update.
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
