Rocknreels Casino - Player's withdrawal is delayed.

Hi Casino Gurus, I just had a case resolved with this casino and now it's on pending after withdrawal that was done on the 2nd, I got in contact with them on the casino chat about my phone number change whether this would be an issue and have had no reply back from them, can you please look into this for me? I can send the pending screenshot now.

Dear wobble757,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of Rock'n Reels Casino and this is what I found:

After the registration, customers may change their personal data at any time (with the exception of the surname, first name, date of birth, country, and user name and nickname). Every customer has to update his personal data without delay once information provided to Rocknreels are no longer correct or are incomplete.

I believe the change in your phone number should not cause any problems unless there are more accounts linked to the same phone number.

However, from the screenshots you sent here, it seems that your withdrawal has been pending only since 16 May. Could you please confirm that this is the date you requested your withdrawal?

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

Yes my withdrawal has been pending from the 16th and hasn't changed to success. I do not know why as Ive had all my withdrawals pretty fast in my bank account.

I 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, please, let us know and we will intervene and try to help you. Thank you for your patience and understanding.

Dear wobble757,

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.