The player from Australia had been waiting to withdraw his winnings since the 13th of April but received no response from Rocknreels. Despite being a long-term player, his current withdrawal issue had been unresolved for three weeks, and chat support only responded with automated messages. The player's account had been verified for over 2.5 years and he regularly played at the casino. His last successful withdrawal was the week before the issue started. The player had used a bonus to win his current withdrawal amount. After the Complaints Team's intervention, the casino had paid out the withdrawal, thus resolving the player's issue.
Rocknreels Casino - Player's withdrawal is significantly delayed.
Amount: A$1,800
Rocknreels Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
Rocknreels Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
My payment amhas been delayed b my rocknreels aswell. I have been waiting since the 13th of April and nothing. The chat is useless all they can say is the same automated messages after each other I've got screenshots from the chats. I've played rocknreels for nearly 3 years only ever had one problem. Waited exactly 21 days for 150 aud. But this problem is a joke.
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6 months ago
Hello Hedgie06,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rocknreels Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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6 months ago
Hey mate I've been verified for over 2.5 years and I played on the caino regularly. The last withdrawal was the week before this issue started and the payment went into my account within 18 hours. I used a bonus for which I won my winnings but played through all the bonus money needed. I'm litteraly in there chat every 8 to 10 hours until this issue is resolved. As far I heard along the grape vine theg lost thousand and thousands of people's withdrawals. But when I spoke to them.this morning they reckon all lost funds have been recovered and reprocessed but I've heard that before.
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6 months ago
Thank you Hedgie06 for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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6 months ago
Dear Hedgie06,
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
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6 months ago
Dear Hedgie06,
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,
Mirka
Casino.Guru
