Rouge Casino - The player's withdrawal is delayed.

i have been awaiting a withdrawal since the 4th of December

Hello tjkeeper1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rouge 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 is 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?

Looking forward to your answer.

Regards,

Nick

hello Nick,

My account was verified and i had completed wagering. Please find below the conversations ive had with the Rogue Support team;

#1686482 Antonio J***** - to******@outlook.com

☎ 07******

Website : 

https://www.rougecasino.com/

Attended By : Sarah

6 Feb 2023, 8:42 AM

Chat Duration : 00:08:20

Chat Transcript

 

 

Hello

 

 

Antonio J*****

Hello

8:42:54 AM

thankyou for ending the conversation while i was typing.

8:43:26 AM

Sarah

Welcome to our chat!

How can I assist you today?3

8:43:43 AM

Antonio J******

i wish to give notice that if my withdrawal is not processed by end of business this Friday the 10th of Febuary i will be taking further action, i have been waiting over 44 working working daysd

8:46:04 AM

Sarah

We can see that your case has been reported, but we haven't received feedback yet, therefore we will repeat the report now.

As soon as it becomes processed, you will be informed.

Please, stay patient, your withdrawal should be processed.

8:47:00 AM

Antonio J******

not good enough, if the funds are not in my bank for end of business friday i will be sending this and all other communication on

8:48:10 AM

Sarah

We are a chat support and we are here to share the information we receive. We are not the finance department and we have no authority over it. We cannot speed up or slow down the processes. unfortunately we are powerless during the verification process. Therefore I ask you for a little patience until the process is completed, you will be informed.

8:51:07 AM

Thank you for contacting our support team.

If that would be all, I wish you a lovely day!

8:51:13 AM

Chat Transcript

 

#1673466 Antonio j***** - to*****@outlook.com

Website : 

https://www.rougecasino.com/

Attended By : Senna

1 Feb 2023, 2:41 PM

Chat Duration : 00:06:49

Chat Transcript

 

 

Hello, after sending three E-Mails, to which i have had no replies, and having several conversations in chat, i am still none the wiser as to when my Withdrawal will be processed. i have now waited 42 Working days since i initiated the withdrawal on the 4th of December, that is double what it says on your Web Site, you will pay out in.

 

 

Antonio j******

Hello, after sending three E-Mails, to which i have had no replies, and having several conversations in chat, i am still none the wiser as to when my Withdrawal will be processed. i have now waited 42 Working days since i initiated the withdrawal on the 4th of December, that is double what it says on your Web Site, you will pay out in.

2:41:17 PM

Senna

Greetings and good day, welcome to our chat!

How can I be of service to you?

2:42:06 PM

You were absolutely right to bring this to my attention.

I will immediately send an email to our Financial Team, and I will request an update on your case.

We will inform you as soon as we receive the feedback.

I’m very sorry about the inconvenience.

2:42:10 PM

Antonio j*****

you are the fourth person to tell me this, if i could please just have some response before week end

2:43:26 PM

hello are you there?

2:47:35 PM

Chat Transcript

 

#1646915 Antonio Jaconelli - ton*****i@outlook.com

☎ 0****

Website : 

https://www.rougecasino.com/

Attended By : Miguel

23 Jan 2023, 5:05 PM

Chat Duration : 00:16:05

Chat Transcript

 

 

Hello, i have E-Mailed you Customer Services twice with no success, can you please tell me when i will receive my withdrawal, it has been 34 working days since i initiated the withdrawal

 

 

Antonio J*****

Hello, i have E-Mailed you Customer Services twice with no success, can you please tell me when i will receive my withdrawal, it has been 34 working days since i initiated the withdrawal

5:05:49 PM

Miguel

Welcome to our chat! Let me have a quick look at your account, I will be right back.

5:06:00 PM

MY apologies on the delays, it will be finished as soon as possible.

5:06:51 PM

Antonio J*****

im sorry that is not good enough, can you give me the name of a manager, i wish to involve an ADR, i have waited long enough

5:08:14 PM

Miguel

You will reach a manager by contacting support@rougecasino.com

5:10:54 PM

Antonio J*****

as i told you i have sent two emails to that address and had no reply, can you please give me the name or contact details of a manager

5:12:04 PM

Miguel

Kindly wait until they respiond.

5:14:04 PM

I have More

Chat Transcript

 

#1646915 Antonio J******- tonyj******@outlook.com

☎ 07*****

Website : 

https://www.rougecasino.com/

Attended By : Miguel

23 Jan 2023, 5:05 PM

Chat Duration : 00:16:05

Chat Transcript

 

 

Hello, i have E-Mailed you Customer Services twice with no success, can you please tell me when i will receive my withdrawal, it has been 34 working days since i initiated the withdrawal

 

 

Antonio J****

Hello, i have E-Mailed you Customer Services twice with no success, can you please tell me when i will receive my withdrawal, it has been 34 working days since i initiated the withdrawal

5:05:49 PM

Miguel

Welcome to our chat! Let me have a quick look at your account, I will be right back.

5:06:00 PM

MY apologies on the delays, it will be finished as soon as possible.

5:06:51 PM

Antonio J*****

im sorry that is not good enough, can you give me the name of a manager, i wish to involve an ADR, i have waited long enough

5:08:14 PM

Miguel

You will reach a manager by contacting support@rougecasino.com

5:10:54 PM

Antonio J******

as i told you i have sent two emails to that address and had no reply, can you please give me the name or contact details of a manager

5:12:04 PM

Miguel

Kindly wait until they respiond.

5:14:04 PM

Antonio J******

i have waited two weeks, stop procrastinating, please give me the contact details, and i will be getting a copy of this chat to give to the ADR

5:15:45 PM

Miguel

I am sure they will respond as soon as possible.

5:16:55 PM

Antonio J******

im not sure, can you PLEASE just help and give me the managers details

5:17:37 PM

Miguel

As explained above.

5:18:19 PM

Antonio J******

ok i will have to just put your name to the officials at the ADR Miguel, 16:19 on the 23/01/2023, so you are saying my withdrawal will be processed soon, and you wont provide a managers contact detail?

5:21:18 PM

Miguel

You will reach a manager by contacting support@rougecasino.com

5:21:52 PM

Thank you for contacting us. I am now closing this chat. If you have any more inquiries feel free to contact us again anytime! Have a wonderful day, we wish you all the best!

5:21:53 PM

#1633223 Antonio J*****- tonyj******@outlook.com

Website : 

https://www.rougecasino.com/

Attended By : Kenny

17 Jan 2023, 8:41 PM

Chat Duration : 00:07:24

Chat Transcript

 

 

hello

 

 

Antonio J******

hello

8:41:54 PM

Kenny

Welcome to our chat!

How can I assist you today?

8:42:00 PM

Antonio J*****

e had two advisors telling me i would get my withdrawal soon, one telling me it would be paid "Really Soon", can you please tell me when i will get my money, i have now waited 29 "Working Days"

8:43:59 PM

Kenny

Thank you for bringing this delay to our attention. I understand this may not have been easy to do and I am so sorry we frustrated you. I will email our finance team asking for updated information on your case. We will let you know as soon as we get the feedback. I am very sorry for the inconvenience.

8:44:06 PM

Antonio J*****

two other advisors said they would get back to me . no one has

8:45:03 PM

Kenny

Yes you will be informed via E mail as soon as its done.

8:45:21 PM

Antonio J******

do you have a date for it being done?

8:46:23 PM

Kenny

Unfortunately no you will be informed as soon as its done.

8:47:12 PM

Antonio J*****

the sooner the better please

8:47:45 PM

#1633223 Antonio J***** - tonyj*****@outlook.com

Website : 

https://www.rougecasino.com/

Attended By : Kenny

17 Jan 2023, 8:41 PM

Chat Duration : 00:07:24

Chat Transcript

 

 

 

 

More;

Antonio J******

hello

8:41:54 PM

Kenny

Welcome to our chat!

How can I assist you today?

8:42:00 PM

Antonio J******

e had two advisors telling me i would get my withdrawal soon, one telling me it would be paid "Really Soon", can you please tell me when i will get my money, i have now waited 29 "Working Days"

8:43:59 PM

Kenny

Thank you for bringing this delay to our attention. I understand this may not have been easy to do and I am so sorry we frustrated you. I will email our finance team asking for updated information on your case. We will let you know as soon as we get the feedback. I am very sorry for the inconvenience.

8:44:06 PM

Antonio J******

two other advisors said they would get back to me . no one has

8:45:03 PM

Kenny

Yes you will be informed via E mail as soon as its done.

8:45:21 PM

Antonio J******

do you have a date for it being done?

8:46:23 PM

Kenny

Unfortunately no you will be informed as soon as its done.

8:47:12 PM

Antonio J******

the sooner the better please

8:47:45 PM

#1633223 Antonio J*****- tonyja*****@outlook.com

Website : 

https://www.rougecasino.com/

Attended By : Kenny

17 Jan 2023, 8:41 PM

Chat Duration : 00:07:24

Chat Transcript

 

 

hello

 

 

Antonio J******

hello

8:41:54 PM

Kenny

Welcome to our chat!

How can I assist you today?

8:42:00 PM

Antonio J******

e had two advisors telling me i would get my withdrawal soon, one telling me it would be paid "Really Soon", can you please tell me when i will get my money, i have now waited 29 "Working Days"

8:43:59 PM

Kenny

Thank you for bringing this delay to our attention. I understand this may not have been easy to do and I am so sorry we frustrated you. I will email our finance team asking for updated information on your case. We will let you know as soon as we get the feedback. I am very sorry for the inconvenience.

8:44:06 PM

Antonio J******

two other advisors said they would get back to me . no one has

8:45:03 PM

Kenny

Yes you will be informed via E mail as soon as its done.

8:45:21 PM

Antonio J******

do you have a date for it being done?

8:46:23 PM

Kenny

Unfortunately no you will be informed as soon as its done.

8:47:12 PM

Antonio J******

the sooner the better please

8:47:45 PM

#1614787 Antonio J****** - tonyj******i@outlook.com

Website : 

https://www.rougecasino.com/en/banking

Attended By : George

9 Jan 2023, 11:41 PM

Chat Duration : 00:03:26

Chat Transcript

 

 

hello can you tell me when my withdrawal will be processed, it has been 24 working days since i initiated the withdrawal

 

 

Antonio J******

hello can you tell me when my withdrawal will be processed, it has been 24 working days since i initiated the withdrawal

11:41:47 PM

George

Hello and welcome to our live chat session!

Let me just check your account quickly, I will be right back.

Thank you.

11:42:50 PM

Antonio J******

thankyou

11:43:00 PM

George

This was reported to our financial department, but we still have not received feedback from them.

I will contact them again and as soon as we have new information about your withdrawal request, you will be contacted via mail. We apologize for wait, this should be sorted soon.

11:45:00 PM

Thank you for contacting our support team.

If that would be all, I wish you a lovely day!

11:45:12 PM

Sorry about the volume Nick; Do you have an e-mail address i can forward the E-Mails,i sent to Rogue?

Please send it to nikolas.b@casino.guru together with any additional evidence you have. Also I would like to ask you to please not include any personal information to the complaint - use the e-mail for it.

Dear tjkeeper1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello NICK

thankyou for extending the timer, do i wait till i hear from you again?

Dear tjkeeper1,

As you asked for an e-mail address where you can forward additional evidence, I was expecting to receive the e-mails from you but nothing has arrived.

Can you please clarify if you did send them?

Dear tjkeeper1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hi guys

do i have to reply? is my case still ongoing?

regards Antonio

Dear tjkeeper1,

Unfortunately, the casino decided not to cooperate with us in resolving any complaints from the player so 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 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,

Nick, Casino.Guru