HomeComplaintsRockwin Casino - Player's withdrawal is delayed.

Rockwin Casino - Player's withdrawal is delayed.

Amount: €8,000

Rockwin Casino
Submitted: 25 Dec 2024 | Resolved : 16 Jan 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Germany won €8,000 and divided the withdrawal into parts, expecting it to be processed within an hour according to the casino's FAQ. However, four days later, the player had not received any funds and was frustrated with the repeated excuses from customer service, including a VIP manager who seemed to be stalling. The issue was resolved when the player received all his winnings after further communication with the Complaints Team, who facilitated the process. The complaint was marked as 'resolved' in the system.

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Translation

Hello,


Four days ago, I won €8,000 at the casino and divided the withdrawal into several parts according to the limits. The casino's FAQ states that withdrawals should take an hour, and a live chat representative informed me it should take a maximum of 48 hours. Neither timeframe has been met, and when I ask where my money is, they always provide the same excuse. I am worried I won't receive my money as it's my largest win to date. They even assigned me a "VIP MANAGER," but he is just stalling me. I hope someone here can help me. Thank you very much.

Automatic translation:
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Hello justins99js,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rockwin 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?


Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick



Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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Translation

Hello,




The account was already verified on the day of the withdrawal request. I didn't get a bonus. I spoke to the casino for the last time today but they're just stringing me along.

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Translation

The casino continues to keep me waiting.

They have now paid out €1000 of the €8000 and are justifying the long wait by saying that the winnings have to be checked first. So why has part of my winnings already been paid out if they have to be checked first? Can you please help me? I'm worried that the casino is just holding onto the money in the hope that I'll cancel the payout and lose the money.

What can we do?


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Hello justins99js,

Currently I would advise to wait only.

As previously mentioned, withdrawal may take up to 14 days to be processed (current holidays may even prolong it a little more).

Let us know during next week if there will be any update and if not, we will try to intervene.

Will be awaiting your response.

Regards,

Nick

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Dear justins99js,

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.

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Translation

I received all my winnings. Thank you for your help and for providing this forum.

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Dear justins99js, 


I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 


As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 


Best regards, 


Casino.Guru 

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