The player from Australia had requested multiple withdrawals totaling $9000, which had been pending for months. The casino, Rock’n’Reels, only provided automated responses to his queries. Despite his repeated attempts to contact the casino, he received no response, and the complaint was marked as 'unresolved'. The player was advised to contact the Curacao eGaming Authority for further assistance.
Rocknreels Casino - Player’s withdrawals are delayed.
Black points: 242
Amount: A$2,000
Rocknreels Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
5 months ago
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5 months ago
I Haven’t received my withdrawal. I’ve contacted rock’n’Reels and I just get automated responses. I now have 3 withdrawals that I’m yet to receive. The amount and date are as follows,
14/04/24 $2000
17/04/24 $1000
20/04/24 $6000
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5 months ago
Hello brandonwood095,
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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5 months ago
Hi Nick, yes my account is verified and I have received multiple withdrawals from Rock’n’Reels dating back over 12 months. No bonuses were used to accumulate any of the money I’ve tried to withdraw. I last spoke to Rock’n’Reel support on Friday (10/05/24) and was told I should receive the funds no later than Sunday (12/05/24) which unfortunately wasn’t the case.
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5 months ago
Thank you brandonwood095 for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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5 months ago
Hello brandonwood095,
This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Rocknreels Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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5 months ago
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.
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5 months ago
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 contact the Curacao eGaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (dominika.l@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Dominika
Casino.Guru
