Rocknreels Casino - Player's withdrawal routed to closed bank account.

Hello I have deposit via PID then when I withdraw I thought they were going to send it back via pid but they sent it via bank transfer but the details they had was my closed account they told me it would take 30 days and I should have it it was 3 withdraws 2 X 8999 1 X 2500

Hello michaelmaio245,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Royal Reels Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? How did they get the information of your bank account if it was closed? When was the last time you spoke to the casino and what was it about?

In such cases, you should try to contact your bank in order to find out what happen with the balance sent by the casino.

Looking forward to your answer.

Regards,

Nick

I did not use bouns money and I have called my bank and bec the account was closed it gets sent back to them the casino today me it could take up to 30 days it been nearly a 100 now

The account number that was closed was the one that was on there file but when I won they were pid so it should of been sent back that same way back

It's not royal reels it's rocknreels

Hello michaelmaio245,

Can you please forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

There's is 200 + emails

Hello michaelmaio245,

Did you try to contact your bank to ask what happens with the money forwarded to the closed account? Do you have any official confirmation that the bank account is closed?

Yes I spoke to the bank they told me it would bounce back straight away and have sent the bank statements that it is closed and bank statement for the new account clearly shows I haven't received them and even circle the payments on the casnio pages the ones I didn't receive

Hello michaelmaio245,

If the balance was refunded from the bank to the casino, it may take up to 2 weeks for the casino to locate the funds and process a new withdrawal.

Please keep in mind that it is also up to the bank how fast the payment will be refunded back to the casino and then the casino has to process it by matching the funds with your account so for now I would only recommend to wait.

I have my the pokies net VIP manager is shorting it out they told me they had nothing to do with them but they must bec she is shorting it out she reckons you got to remember this happen in late October

Hello michaelmaio245,

As stated above, it takes time until the balance bounces back to the casino so I can only recommend to wait. Meanwhile please forward a statement from the bank that your account got really got closed to nikolas.b@casino.guru.

There sorting it out I think

Hello michaelmaio245,

We have received no e-mail from you so far so can you please forward it to the above given e-mail address?

Dear michaelmaio245,

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.

Hello michaelmaio245,

Did you receive any kind of payment confirmation from the casino that they have really sent the money to your account? Also the confirmation from your bank that the account is closed and the money bounced back to the sender.

Please forward it to nikolas.b@casino.guru.

Yes my bank sent the money back they said because the bank account is closed they can't see it it just bounce back

Hello michaelmaio245,

Please forward both confirmations to the above stated e-mail.

Dear michaelmaio245,

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.

Dear michaelmaio245,

Can you please advise how does this prove that the account is closed? It looks like a monthly bank statement and even at the time of submitting your complaint, you had still some transactions there.

That's what the bank gives u

That is right because it's closed

Dear michaelmaio245,

Isn't there any official statement that your account is closed?

No just that wot I sent and they have ok that there just saying there payment provider doesn't operate anymore

Dear michaelmaio245,

Unfortunately, there is still very little evidence in order for us to contact the casino. There isn't any proof that the money did bounce back from your closed bank account and no official statement regarding the closed account. This matter is more likely related to your payment provider not the casino as if they paid out the money, it is entirely up to your bank what did they do to the balance received from the casino.

Unless there is written evidence from your bank that the money bounced back, we can do nothing.

Please try to request it from your bank in written form and forward it to us otherwise we will be forced to close the complaint.

Dear michaelmaio245,

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.

There the bank statements that it was closed in march or something and the win wasn't sent until October they sent me 2500 one of three wins and then said they don't deal with that payment provider no more good bye I don't no wot you can do different to me I wrote over 300 + email it drove me crazy

Dear michaelmaio245,

As stated above, we need evidence from the bank where they confirm the closure of the account and that the money was sent back to the casino. As it hasn't be provided so far, the complaint will be now closed.

You can reopen the complaint by forwarding the requested information to nikolas.b@casino.guru as unfortunately, until then we can do nothing.

Regards,

Nick