Rocknreels Casino - Player’s winnings delayed by Rock'nReels.

I had requested a withdrawal on April 15th (15/04/24) through Rock'nReels and as of this complaint I am still waiting to receive the funds in my bank account.

The casino support - after numerous conflicting messages such as "We have escalated the issue to the relevant department and will email you with an update shortly", and "We are experiencing delays with our payment processor" - had eventually stated that I will have received my funds by the end of last week (03/05/24).

Unfortunately, I still haven't received any winnings in my bank account, and I have messaged them again today to which they responded "we have escalated this to the team and still haven't received any updates regarding delayed withdrawals.".

I have been depositing and withdrawing successfully from this casino for over 3 years now, so this is extremely disappointing and I - as well as others - would really like to get some closure from this, as the casino is seemingly playing games with us trying to avoid paying us our winnings.

Thank you.

Dear caaalt,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• When did you make the last successful withdrawal and how many days did it take to be processed?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Hi Kristina.

Thanks for getting back to me.

My last successful withdrawal from the casino came a month prior, 4th of March. I remember it taking no more than 2 business days to receive in my bank.

I have passed all the KYC processes and am fully verified.

My winnings were accumulated without an active bonus.

Hope this helps.

Thank you for your reply, caaalt. Which payment method to withdraw your winnings have you opted for? Do I understand correctly that you always use the same one?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Dear caaalt,

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.