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 has not received any funds and is frustrated with the repeated excuses from customer service, including a VIP manager who seems to be stalling.
Rockwin Casino - Player's withdrawal is delayed.
Amount: €8,000
Rockwin Casino
Safety Index:HighSafety Index
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8.5
Rockwin Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case opened
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Waiting for Casino Guru to reply
6d 12h 43m 44s
Case summary
11 hours ago
Public
Public
15 hours ago
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:
Public
Public
11 hours ago
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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