Rouge Casino - Player’s withdrawal has been delayed.

I made a withdrawal at the beginning of February for £200, after making the withdrawal was told it would take up to 21 business days (even though there website stated 24-48 hours) this is mentally long to wait for your money when they take it in seconds. Anyway they keep either ignoring me or sending a generic response to be patient. It has now been 21 days and no one has responded. Please help

Dear Philippa,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Thank you very much, Philippa, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Philippa,

I have reviewed your case and will now contact the casino to see if I can help.

We would like to invite Rouge Casino to join the conversation and aid in the resolution of this complaint.

We would like to ask Rouge 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Philippa,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from their side.

I will mark the complaint "unresolved" in our system. I understand that this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could have been of more help.

Best regards,

Adam