Rocknreels Casino - Player claims that payment has been delayed.

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

Dear Prowling1,

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,
Complaints Resolution Center

Dear Prowling1,

Have you received your withdrawal from the casino yet?

No still waiting last thing I received is this email bear in mind they have said the same multiple times

Any news as to resolving complaint it's goin' to take a miracle to recieve funds if you have a look at the thread on here under rocknreels you'll see full picture of what the casino has done to all people withdrawing

Thank you very much, Prowling1, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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.  

Hello, Prowling1!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Thank you mate it's not just me waiting all the people in the discussion thread of rocknreels on casino guru are In the same boat and tells the whole story we all were told it would be this week to receive payments and none of us did now they are saying next week and stalling again

Has any contact been made from rocknreels at all seems very quiet from there side they are still saying same things and another week slides by. Thanks for your help

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Which I'm guessing will happen as there closing anyway and they couldn't care less about a negative rating as from the forum on rocknreels they promised everyone waiting the end of this week and yet again no funds have shown up. Thank you I appreciate your efforts even if I'm not fortunate to be successful 👍

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you submit a complaint with Curaçao eGaming authority. The complaint form is available through the Curaçao eGaming License validator on the official casino's website or through this link: https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Pavel