The player from Switzerland has requested withdrawal a month ago. Unfortunately, it has not been received yet. The casino failed to respond so the complaint was closed as 'unresolved'. The player later requested that the complaint be reopened as they had received their winnings and the issue was resolved.
Rouge Casino - Player’s withdrawal has been delayed.
Amount: €1,300
Rouge Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.1
Rouge Casino has a Safety Index of 2.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Please help me. I've been waiting for a payment for 1 month. The finance department is ignoring me. Thanks
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2 years ago
Dear Sero123,
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
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2 years ago
Translation
Is not processed yet..still pending payment since 2/9/2020
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2 years ago
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Finance department has not given an answer for 10 days and live chat writes every day that I have to be patient
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2 years ago
Thank you very much, Sero123, 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.
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2 years ago
Dear Sero123,
I have reviewed your case and will 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.
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2 years ago
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Don't think that will help me..if she helps me.it will be paid out quite simply..I'll continue to help as instructed...if she can't help, it's done....
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2 years ago
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have you contacted rouge casino about my withdrawal? via email still ignoring me
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2 years ago
Hello Sero123,
I have had no response so far, when the timer expires I will attempt to contact the casino once more.
Kind regards,
Adam
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2 years ago
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.
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2 years ago
Translation
Finance department hasn't answered for months and I write every day..Live chat after 45 days writes me must be patient..when I asked how much is the maximum time for processing, they don't know..They don't know how long I have to wait. .1 year, maybe 2 nobody knows..but I'm sure they don't pay..Have you already had the same problem with other players of Rouge Casino?Has Rouge Casino even paid other players profit???Or is it just a hoax
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2 years ago
Hello Sero123,
I have tried to contact the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, I’m afraid there is not much that can be done without cooperation from them.
I will now mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I am sorry I could not have been of more help.
Kind regards,
Adam
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2 years ago
We’ve reopened this complaint at the request of Sero123.
We received an e-mail from the player stating that after 5 months they have received their winnings.
Dear Sero123,
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,
Adam
