The player from Australia had requested a withdrawal of $1000 more than two weeks ago, surpassing the casino's advertised 5-7 business day payout window. The casino's responses had been slow and uninformative, continually advising the player to be patient. After the player lodged a complaint, we had asked her several questions to fully understand the situation. The player confirmed she had made many successful withdrawals with the casino in the past, had not been asked to complete KYC verification, and had wagered the full amount of a bonus prior to requesting her withdrawal. She also informed us about another pending withdrawal of $3500. After our intervention, the casino eventually paid out both withdrawals to the player. Consequently, the player requested to close the complaint as the issue had been successfully resolved.
Rocknreels Casino - Player’s withdrawal is significantly delayed.
Amount: A$1,000
Rocknreels Casino
Safety Index:Below averageCase closed
RESOLVED
Case summary
ROCKNREELS
I withdrew $1000 on the 13th of April and have not received my withdrawal, they take days to respond to my chats, I have sent multiple emails that have not been responded to and they just keep telling me to be patient and that it will be paid this week. This casino promotes payment 5-7 business days and I am well past that time.
Dear Tarz881980,
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 before?
- 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,
Yes, many withdrawals with this Casino and never an issue.
KYC Verification process has never been asked to completed via RocknReels in my experience. They used to use payid and then went to bank transfer. Withdrawals have been anywhere from a few hours to a maximum of 2 days if that.
Yes, I used a Bonus but I wagered the full amount prior to requesting my withdrawal.
Thank you
Thank you for your reply, Tarz881980. Could you please advise when exactly you made the last successful withdrawal? Do I understand correctly that you used the same withdrawal method in the past?
Do I understand correctly based on your withdrawal history that the transaction appears to be successfully processed?
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
Hello,
I made a withdrawal successfully of $900 on the 3/4/24 the same payment method.
I requested $1000 on the 13th April 24
I requested $3500 on the 20th April 24
The casino is saying there was an issue with the "provider" and that those two transactions were re processed on the 28th of April 24 and they will be in my account by the end of the week. That was yesterday. I still have not got either withdrawal. I message them each day to more lies and a general message of "as soon as we have an update we will advise" no email communication has come through to me.
Thank you very much, Tarz881980, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@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 Tarz881980,
This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Rocknreels Casino to join the conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
Hi Dominkia,
I have been paid my withdrawal YAY!! Can you please close my complaint. No further action required. All I wanted what was rightfully mine and I have received it.
Thank you for your time and due diligence ❤️
Dear Tarz881980,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Dominika
Casino.Guru
