The player from Austria is dissatisfied with the withdrawal process. We rejected the complaint because the player didn't respond to our messages and questions. The complaint has been reopened as per the player’s request. Later, the complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint.
Rouge Casino - Player's withdrawal has been delayed.
Black points: 128
Amount: €1,800
Rouge Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Waiting for payment...used 400% bonus and deposited 20...so played with 100 eur and 50 free spins...
After days I managed to implement everything...was down to 2,400..then down to 1800...I wanted to pay them out...great..probably won't work...why is that allowed?? Why ?
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2 years ago
Dear Alen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Could you please clarify when exactly you requested this withdrawal?
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
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I applied for it on March 4th, 2022
Sry, I should have waited longer...but since I've only read negative reviews...I thought the sooner the better...
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2 years ago
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You are super fast with the answer...nice
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2 years ago
Thank you for your reply, Alen. In this case, I would recommend that we wait for a little bit longer. I will set the timer for additional 7 days to give the casino 2 full weeks to process the payment, and if there is no development by the end of this time frame, we will intervene. Please, keep us updated in the meantime.
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2 years ago
Dear alleenn1,
Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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2 years ago
Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.
The player can reopen this complaint anytime.
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2 years ago
We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
Have you made any successful withdrawals before? Could you please confirm that you passed the KYC?
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2 years ago
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Hello..
No payout received...
What is KYC???
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2 years ago
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Account is verified
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2 years ago
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Payout still in process...up to 21 days it says .
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2 years ago
Have you accumulated your winnings with or without an active bonus? What payment method to withdraw your winnings have you opted for, please?
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2 years ago
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Bonus 400% and I deposited 20 and then played with 100...
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2 years ago
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It's the same with Maximum Casino...the same...400 eur paid out...nothing has come up yet...
Regards. Alen
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2 years ago
Thank you very much alleenn1 for your cooperation so far. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
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Thank you very much....but I think I'll get nothing here and I'll never see my winnings.
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2 years ago
Hello, alleenn1,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rouge Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Rouge Casino Team,
Could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
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Hello CasinoGURU team
Thank you again for your effort and help .. you are top ..
Today I sent another request to Rouge Casino regarding the withdrawal and for the first time I received an answer..
I'm sending this to you now so you can read it too. 
THANK YOU CASINO GURU!!!
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2 years ago
Great news, alleenn1!
Thank you for letting us know about the progress. I am glad the things moved forward. Although we have not got any reply from the casino, they have likely read my emails.
At this point, I sincerely believe it should only be a matter of time before the payment comes to you.
However, I would like to keep this complaint open until your confirmation regarding successful withdrawal or an update.
Please let us know once you receive the payment.
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2 years ago
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Hi
Ok, I will..
But I think Rouge Casino won't pay...
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2 years ago
Hello, alleenn1,
I am sorry for my delayed reply.
Is there any progress on your issue? Did you receive any other information from the casino's customer support?
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2 years ago
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Hi
No...
No response from Rouge Casino
That will probably not work with the payment....(((
Thanks for your effort...
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2 years ago
Unfortunately, the casino did not contact us. I am sorry there is no progress on your issue at all.
We would like to ask Rouge Casino Team to reply to this complaint, especially to my post from the 6th of April. 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 will have a negative impact on the casino's rating.
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2 years ago
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OK thanks
For me it was immediately clear that Rouge Casino does not pay out winnings...
But it's not just Rouge Casino...
Casino Maximim also owes me a profit of 400 euros.
The same problem
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2 years ago
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I got this email again after my 10th request. (see photo)
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2 years ago
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Casino Maximum I've been waiting for 400 euros for 1 month...if you're interested.
Regards. Alen
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2 years ago
I am sorry about your situation and I understand your frustration.
However, if you are experiencing troubles in any other casino, I recommend you file a new complaint separately.
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2 years ago
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I have...but whatever...Rouge Casino should finally pay out my winnings...
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2 years ago
Dear alleenn1,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I recommend you to be patient and to wait. In case of any progress, feel free to let me know about it at branislav.b@casino.guru
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
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