The player from Germany had experienced an automatic cancellation of his withdrawal request by the casino, followed by subsequent delays with repeated withdrawal requests. This had been his first payout at this casino, and he had completed the KYC verification process. His winnings had been accumulated using a welcome bonus. The player's withdrawal request was still pending at the time of the complaint. However, due to the casino's history of non-responsiveness, we had been forced to close the complaint as unresolved.
Rouge Casino - Player's withdrawal was canceled and delayed.
Black points: 112
Amount: €400
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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9 months ago
Translation
So, I requested a withdrawal on 01,12,23 which was automatically cancelled by the casino on 01,03,234. I submitted a new withdrawal request and yet again, I have to wait another 7-21 working days. As always, I keep receiving the same pre-programmed responses in live chat. My email doesn't exist and my phone number is not recognized.
Automatic translation:
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9 months ago
Dear Chaser361,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals before?
- Could you please confirm that you have passed the KYC verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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9 months ago
Translation
This was the first payout at this casino and the KYC has been completed and the deposit was used to claim a welcome bonus.
Greetings Ingo and thank you
Automatic translation:
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9 months ago
Thank you for your reply, Chaser361. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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9 months ago
Dear Chaser361,
Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Rouge Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Rouge Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
