RocketWin Casino - Player's withdrawal is delayed due to excessive verification.

Hello,

I registered with rocketwin in the 9th of November. I deposited a total of €300 in ethereum. A bonus was added to my account however after re-reading the terms of the bonus, I cancelled it and requested a withdrawal of my cash balance.

on attempting to withdraw my initial deposit, I was informed I need to wager my deposit x3 in order for a withdrawal to be permitted. I dutifully did this, and fortunately through this process my balance increased to €470.

i uploaded my verification documents and submitted a further withdrawal request.

my withdrawal was rejected, and I was informed that I was randomly selected to undergo additional verification steps.

i was then asked to upload a selfie with my passport alongside a piece of paper with Rocketwin, the date and a unique one time code that was emailed to me. I uploaded this and submitted a further withdrawal request.

my request was rejected again, and I was then asked to submit further ID documents. I sent them a copy of my Canadian citizenship document, and once again submitted a withdrawal request.

once again my withdrawal request was rejected and I was asked to upload a video of myself, showing my surroundings, stating the date and performing various tasks including waving my hand in front of my face, showing my passport as well as another piece of paper with Rocketwin written on it.

I Emailed this video and again submitted a withdrawal request.

Again, my withdrawal was rejected and I have now been asked to submit a notarzied copy of my passport. I submitted this on 26/11/24. This document remains pending for review - despite in their T&Cs stating upto 5 days for a document to be reviewed.

This process is exhausting. I understand the need for KYC and AML regulations. However this process by Rocketwin comes across as an effort to utilize excessive KYC steps to avoid paying out withdrawals, or as a delaying strategy in the hopes a player continues to wager their balance in frustration whilst waiting for their lengthy verification process.

At this point I am under the impression Rocketwin has no intention of paying out my balance and will continue to ask for more and more verification steps. I would be grateful to casinoguru if you could help resolve this matter.

Dear waikika,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Has the casino approved any of the documents you provided?
• Have you provided all the required documents as soon as possible and in the correct format?

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,

Kristina

Hello,

Yes all documents asked of me were supplied. My passport and address documents were approved, my Canadian citizenship document were approved. My selfie photo with my passport was approved. My notarised passport remains pending.

i believe I have supplied all the documents as soon as possible, however I don’t know what would be the expected timeframe? I did have difficulty in obtaining a notary for my passport (As an aside issue, if a casino is going to ask you for this, they should re-imburse you the cost, anyway I digress).

It took me maybe 4 days to organise a notary.

Yes, I appreciate the importance of KYC, however this has been ongoing for well over 3 weeks

Thank you very much for your reply, waikika. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Kristina I have emailed you my email chain from Rocketwin thank you

Thank you very much, waikika, for your cooperation. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear waikika, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Now, I would like to invite RocketWin Casino representative to join this conversation. 

Dear RocketWin Casino, could you please provide more information about this case? 

Looking forward to your reply.

Dear CasinoGuru,

Let us inform you that the additional documents were requested by the Verification Department only for security purposes and in accordance with our Terms and Conditions, specifically clause 5.1.:

"Know Your Customer is the procedure according to which we reserve the right to request additional documents, which include, but not limited to: passport or ID; Proof of Address (Passport address page, Utility bill, Bank or Payment institution statement), selfie with passport or ID; or other documents upon RocketWin Compliance Department discretion. Please note that Driving License cannot be accepted as ID and/or Proof of Address."

Kindly note that these measures help ensure the safety and security of both parties. 

Dear waikika,

Please accept our apologies for any negative feelings this situation may have caused. Our team constantly works to improve our services and ensure you receive the best possible service.

Please note that we aim to process winnings as quickly as possible and do not intend to delay processing.

At this time, we are pleased to inform you that your account has been verified and the withdrawal request has been approved successfully.

We appreciate your patience throughout this process.

Best regards,

RocketWin Casino Team

Hello,

I can confirm my withdrawal has been received and this case can be drawn to a close.

i will say that i am unimpressed with Rocketwin as a casino and would caution anyone with registering to their site. A quick review of previous disputes of theirs and at their sister sites show that withdrawal delays and lengthy verification is common.

interestingly they have this in their terms and conditions

5.1 iv

In case of refusal or evasion of the KYC/AML terms (provision of forged, edited documents, non-provision of documents etc.), RocketWin has the right to charge from suspended RocketWin Account monthly maintenance fee in an amount of 100 (one hundred) EUR, cancel wholly or partially the Client's bets, winnings and Bonuses on all RocketWin accounts, refuse to return the deposited funds, block the RocketWin Account, compensate all costs incurred from the balance of the Client . If Client’s RocketWin Account remains suspended for more than 365 (three hundred and sixty five) days and/or the balance is 0 (zero) EUR, no further charge will be incurred and we may close your RocketWin Account at our sole discretion

My impression is that they routinely have difficult and lengthy verification processes in the hopes that players will give up, allowing rocketwin to confiscate the funds in the account

Dear RocketWin Casino,

thank you for your message.

Dear waikika,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Katarina Duboak 

Casino.Guru