Rocknreels Casino - Player’s withdrawal has been delayed.

Withdraw 1500 on 10/04/2024 and then withdrew 500 on the 14/04/2024 all I get told is that the money will be in within a few days or it’ll be in this week told me to wait till they email me haven’t received one email from them, I have verified everything done withdrawal with them before PayID and Banktransfer there site is shutting down soon are they trying to hold out till they close there casino down and not pay me out is the question ?

Dear Jeanmarie,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Yes I have confirmed my kyc and have done plenty of withdrawals through them I’ve been waiting for almost a month and the keep prolonging the withdrawal

I did use a bonus but I have met all the requirements to be able to withdraw the money wager was completed

this is my withdrawal form

was told last week my money will be in within the week and still nothing now I’m being told the same again today

I message them everyday

Thank you very much, Jeanmarie, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.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 Jeanmarie,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rocknreels Casino representative to join this conversation.

Dear Rocknreels Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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.

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 (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka