RocketWin Casino - Player’s withdrawal has been delayed.

casino approved my withdraw with mifinity transfer, but i was too late to transfer the money in my bank, so mifinity send it back to casino and i cant get my money now because casino wants some mifinity transaction history. i dont know why i dont have the history so its problem now.

Hello niilo,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RocketWin Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you forward the reversal document to the casino so they can locate the funds and add them to your account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

my account has been confirmed on June 28, 2024. I sent the cancellation document to chat and later to email. the matter is being processed, but no response has been received. last time on July 13, 2024, I asked why the funds have not been located.

Hello niilo,

We would like to update you that due to Nick, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Nick has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Nick will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello niilo,

Do I understand it correctly that you do not have the payment confirmation from your Mifinity account?

Yes

Hello niilo,

If there isn't any evidence regarding the transaction, how can you be sure that it was sent by the casino at all to your Mifinity?

Dear niilo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of niilo. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

because my mifinity doesn't show transaction history, the casino hasn't paid the money.

Thank you niilo for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear niilo,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the RocketWin Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear RocketWin Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello! The casino paid my money and the matter is settled! Thanks! This case can be closed!

Dear niilo,

I'm glad to hear that your issue has been successfully resolved. I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation. Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help!

We hope you had a positive experience with our services. While we don't charge any fees or accept gratuities, your feedback is invaluable to us. We would greatly appreciate it if you could share your experience on Trustpilot (link here).

An honest review, along with any suggestions you may have for improving our complaint resolution and mediation process, would be immensely helpful. Your insights can guide others who might be seeking assistance with online casino-related issues.

Thank you in advance for taking the time to help us improve our services.

Best regards,

Kubo