RocknReels Casino - Player's account access is restricted.

Hello, opened a new account, deposited my own 20 euros and received a bonus of 40 euros more. (200%)

Not a single game can be played, there is no live chat and on e-mail questions no answers at all last 36 hours!

Don't know what to do?

There you can see in the picture, a message in the top left corner what happens when you click on a game you want to play!

Edited by: Boris O.

Dear BorisO,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

The screenshot you provided us with shows an error related to the currency. Could you please specify if you selected only one currency in your account? Were you able to select the currency on your own, or was it selected automatically based on your country of residence?

Am I correct in understanding that you have not been able to play any games in this casino so far and your entire deposit is untouched in your account?

When was the last time you received any response from the casino customer support?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi again,

thank you for responding immediately, yes, euro was selected automatically (tried to change to another n but everything is fixed) and no contact with casino at all!

Have sent dozens of emails and no live sign from support!

Haven't played a single game because all games get blocking with message like you saw!

Tried using different browsers and even the mobile but the casino is completely dead!

Balance is untouched and stands at 60 euros. No live chat either!

Thank you for your response. Please forward me the emails you sent to the casino at veronika.f@casino.guru.

Have you received any reply from them since we last were in touch? Please let me know.

Hi Veronica, have forwarded several emails which were all unanswered! Soon my bonus will expire and there will be 20 euros left on my account which will become "worthless"!

Edited by: Boris O.

Thank you for your reply. I want to inform you that we are currently experiencing technical issues with our email servers. I hope to receive your messages soon, and I will keep you updated. Once I successfully receive your emails, I will let you know promptly.

Thank you for your patience and understanding.

Thank you very much, BorisO, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello BorisO,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and while I will certainly endeavour to reach out to the casino, I must inform you that, based on our past experience with RocknReels Casino and their lack of cooperation, the resolution of your complaint remains uncertain. I will contact the casino to see if I can help.

We would like to invite RocknReels Casino to join the conversation.

Dear RocknReels Casino,  

I would be grateful if you could provide some insight into why the player is unable to access and place bets in any game, as this has prevented them from meeting the bonus wagering requirements.

Thank you so much for your help, this has never happened to me! Deposit money, get a bonus and then it's over!

No answers at all with more than 10 e-mails, no chat, and wondering what about other players, do they have the same problem?

If it is forbidden for Swedish players, then registration must stop!

All that remains is for you, after a few days of silence from companies, to blacklist them with a reduced rating and come out with warning signals!

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.

Hello,

nothing has happened! Casino is deaf to everything, even their Facebook page doesn't work either, at least for me!

I think that some responsibility lies with Casino Guru because I trusted the good rating 6.0 which unfortunately is based on false information and the whole casino site is a big fraud for Swedish players with CasinoGuru as a sponsor!

Let me write a review!

Dear BorisO,

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. While you might think that the current RocknReels Casino rating of 6 is good, we clearly mention that this is a below average rating, meaning that there are multiple other casinos with a 

much better rating, and we do not mention that we recommend this casino. Additionally, you can check in the "Safety Index explained" tab that there are multiple unresolved complaints on this casino. Although we maintain a strong reputation in the industry and collaborate with numerous online casinos, there are still many establishments that either cannot or will not cooperate with us in resolving player complaints. This seems to be the case with RocknReels Casino. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could 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, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru