The player from Australia had requested a withdrawal two weeks prior. The casino, Rocknreels, had stated that the withdrawal was processed, but the player had yet to receive the payment. Support staff had stopped responding. The player, who was fully verified and had a history of successful withdrawals, mentioned that the casino had announced its closure. Despite multiple attempts, the casino did not respond to our inquiries. Therefore, the complaint was marked as 'unresolved,' and the player was advised to contact the Curacao eGaming Authority for further assistance.
Rocknreels Casino - Player experiences delayed payout and lack of response.
Black points: 71
Amount: A$350
Rocknreels Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
Rocknreels Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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6 months ago
Rocknreels continue to say my withdrawal has been processed and sent for payment for the past two weeks.
The casino is support staff keep saying to wait within the week but never give specifics.
now they have completely stopped replying.
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6 months ago
Dear lukewilliamtodd,
Thank you for submitting your complaint. I'm sorry to hear about the issue you're facing.
To better assist you, could you please provide the following information:
- Was your account successfully verified already?
- Was this your first withdrawal attempt at this casino?
- Did you accumulate your winnings with or without an active bonus?
- Have you received any payment receipt from the casino?
It's common for withdrawals to take some time to process, often ranging from a few days to a couple of weeks. Therefore, we recommend waiting at least 14 days after requesting a withdrawal before submitting a complaint. Assuming you've successfully completed the KYC verification and had your withdrawal approved, it's likely just a matter of time before you receive your funds.
We appreciate your cooperation and look forward to resolving this issue for you. Thank you in advance for your reply.
Best regards,
Petronela
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6 months ago
Was your account successfully verified already? Yes I was fully verified as I’ve been a player on that casino for 3 years.
Was this your first withdrawal attempt at this casino? No I’ve made over 100 withdrawals from this casino in the past.
Did you accumulate your winnings with or without an active bonus? No I’ve never had a bonus on this casino as I prefer not to have to wager huge ammounts
Have you received any payment receipt from the casino? No payment receipt of the transfer only ever saying the withdrawal was processed and sent from their payments team then they keep just pushing the dates back.
They announced their closure a week ago of their casino and will cease to continue to trade as a casino. Not accepting deposits. They have said the 31/05/2024 is there last day
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6 months ago
Thank you very much, lukewilliamtodd, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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6 months ago
Hello lukewilliamtodd,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Rocknreels Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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6 months ago
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.
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5 months ago
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 contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
