Rockwin Casino - Player believes that their withdrawal has been delayed.

Hello

I requested a withdrawal

They have been contact me for 3 days with many excuses, they did not accept my documents, then my documents were accepted again and again, they told me that I could withdraw money after my documents were accepted, then they made up another excuse, they said they could not send money via bank transfer, they told me to withdraw via Skrill or international bank method, and I told them to withdraw money via international bank method. I submitted a withdrawal request and this time they said they are reviewing the pending games. As far as I understand, they are trying to avoid sending the money. Until today, I have always subscribed to the sites with your reference.

Please help, they are not sending my money

Dear felixxx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello

Interestingly, right after I wrote the complaint to you, they sent me 1500 euros, but 1998 euros and the 500 euros I earned later have still not been sent.

I just withdrawn this 500 euro, okay, let this wait, but 1998 euro has been waiting since June 7.

The thing is, every time I connect to the chat, they offer me different misleading information. As far as I understand, there are 4 or 5 people working on the chat support line, all of them providing different and false information. Sometimes they say you should wait, we are checking your games, sometimes they give information that the money will arrive within 7 business days, and sometimes our finance department gives me the money. They say they haven't approved the withdrawal request yet, please wait. They said they sent the money today and asked me to contact my bank, but this is a lie because my money still shows as pending in the system and there is an option to cancel. If I cancel, the money is transferred to my gaming account immediately, but they say we have already sent the money to you. Now go talk to your bank

please help

Kind regards

Dear felixxx,

Have you received your withdrawal from the casino yet?

Hi Kristina

Thank you for your interest. I wish Rockwin employees were as competent as you.

First of all, I still haven't received the 1998 Euro, it's been waiting since June 7, so they haven't done anything yet.

Telling your troubles to the employees here is a different problem, I mean so much false information has been given in the last 10 days.

I just talked to them and they said that I did not have a pending withdrawal request. Then, when I proved the situation, they said we are sorry, we are transferring it to the relevant department. 

I'm still waiting now

Thank you again for your interest

Hello

i received money thank you problem solved

wish all of happy and succesfull live

best regards

Dear felixxx,

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,

Kristina

Casino.Guru