Complaint #11 Casino Rocket

Waiting 19 days for $500 payment

By Walker.nz

4 years ago

Message on forum

On the 6th of June 2021 I made a withdrawal request for 500NZD via Bank transfer expecting a 3-5 day turnaround as clearly stated on there website, I had previously tried to withdraw via Visa but for some unknown reason even after the drawn out verification process this casino put me through, they continually declined my requests. Its worth noting that I've never had any trouble withdrawing funds to this same card from any other Online casino.

After 10 long days my withdrawal request had finally been accepted 16/06, I thought great 3-5 days and ill have this money finally. Not the case.

After Waiting a further 5 days I messaged the customer support team requesting documentation of the payment, once again another drawn out painful process, and after asking the person very clearly 5 or more times to provide this information, they have not provided it.

There website offers no receipt or documentation of the payment being sent other then a small text based transaction line with NO information.

I have ZERO information to check this payment with my bank, they have informed me they do not hold international payments at all as soon as it comes in it goes out.

Disputed Casino Casino Rocket

Reason Delayed payment

Amount $500

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team was informed that the Submitter played off all funds. Therefore, the case has been rejected.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

4 years ago

Dear @Walker.nz,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Casino Rocket

• Representative

4 years ago

Hi Walker,

That is a very strange error. Usually these type of errors are cause by data in the cache or in the cookies.

Please, log out of the casino. Clear your browsing data, if you are in a mobile we also recommend you to restart the phone.

Now you should be able to request the withdrawal without any issues. If the error persist, please contact the Customer Support.

Meantime, we will get in touch with the casino to see if there is something they can work around from their side if you keep having the same issue.

Please keep us updated.

Kind regards,

CasinoRocket Affiliate Support Team

Walker.nz

• 1 reviews

4 years ago

Now i'm being shown a prompt to enter my name correctly ( I have ) but the system has locked me out from manually entering my details and I am given no option to change or check my details?

Casino Rocket Complaint Stats

Resolved 11 / 11

Avg. Amount $1,319

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Casino Rocket Complaints

See all complaints for this casino

Declined payment back to my verified payment method

I started with a no deposit bonus, which I always find a good measure of a casinos ability to follow through with payouts before committing my $$. After a bunch of withdrawal attempts, going through the Ts & C's, reaching out to support I finally got instruction as to the minimum deposit I had to make to unlock the bonus winnings of $74 for withdrawal. So deposited, and submitted my withdrawal for the $74 and played through the deposited amount, only to find the next withdrawal attempts failed.
Attempted to withdraw to my verified visa card, still no luck, declined and they continue to request me to cash out to bank account, which has a min cash out of $200. Upon contacting support again and explaining the situation, I got told once more to use bank transfer method, and after explaining AGAIN, the agent said this was escalated to a team to look into it further. I have contacted support 2 more times since that interaction and just get the same message of it's being looked into and they'll email me back. It's been over a week, I've not heard anything apart from my contact info support. Currently would suggest people to keep away from the casino, as their issue resolution is poor.

Resolved

$74

Money not paid since March 3rd

Hi,

Well, I played with this casino for a while, won some money, and did 3 withdrawals of a total of 1700 euros, 200, 500 and 1000 euros. The last 1000 was apparently sent but never got, they told me to ask my bank...as need to have proof of transfer to ask my bank asked for that to the casino, to that request complete silence.

They have no online chat, customer service is practically nonexistent, responding after days when they do at all...

Since my complaints suddenly the casino isn't reachable anymore from my country(Hungary)

I will never see that money ever that's obvious now but has to be said as this casino is a scam and rated over 8, no idea how that is possible but that's a misguidance for players to see that.

Here are my cashouts only paste them as I can't log in to my account anymore.

1373546 03-01-2023 17:51 accepted cashout Bank Transfer € 200

1355348 02-19-2023 10:29 accepted cashout Bank Transfer € 500

1378064 03-03-2023 16:36 accepted cashout Bank Transfer € 1000

Rejected

€1,000

Refuses to pay the winnings of 5,800 Euros without explanation

I registered in the end of September on casinorocket and won 5800 Euros. I uploaded my documents for verification and my account was blocked. There were no statements about why my account was blocked. The casino support doesn’t answer my emails. I hereby attach my chat screenshots with the casino. I would like to state that I haven’t broken any rules. I sincerely ask you to help me resolve this situation.

Resolved

€5,800

Unable to Withdraw Despite being Verified, running in circles

I recently registered at Casino Rocket, made a €100 deposit and proceeded to play. Was lucky enough to build up a €1000 balance which I decided I wanted to withdraw. Straight away I uploaded all of the required verification documents, ID, POA, Front/Back of Card, Proof of Payment etc. It took a few attempts but I was eventually verified.

I was then told that I couldn't withdraw back to my card and that I had to request a bank transfer. I found this a bit weird so jumped onto live chat to get clarification. No one told me why I couldn't withdraw back to my card (even though its a VISA debit) and that I had to request a bank transfer. I then asked if they wanted my VISA bank details or the details of my other high street bank (HSBC) account, they confirmed its probably best to use the HSBC account, which I did but have since been told the details are incorrect (which they are not).

Now after several live chats and almost a week, I have been unable to edit or add new bank transfer details. I keep being told that it needs to be passed onto the payments team for them to remove. Not sure why something so simple has taken so long and as it stands I still cant update my bank transfer details to make a withdrawal.

I don't know why this has been so difficult, the help and comms I have had have been poor and it seems like you are reluctant to pay out my winnings. Can someone please look as resolving this ASAP.

Rejected

€1,000

Cancellation of withdrawal without reason

Hey Gamblers,

I hope all is well during these unprecedented times. I am attempting to withdraw 700AUD into my bank account, and even though my account has been fully verified, the withdrawal request has been cancelled without any reason given to me.

This is extremely disappointing since I was recommended this site by a friend, and they have only ever spoken extremely well about Casino Rocket and their quick withdrawal process.

I hope I am able to have this issue fixed in the nearby future, or Casino Rocket are able to provide me with a reason as to why my withdrawals are cancelled without reason.

Resolved

$700

Withdrawal declined without explanation

I have been declined my winnings for now the 15th or 16th time. My account is verified, my ID documents approved and I have successfully withdrawn from casino rocket before.

This time however there have been some “technical issues” which I have been told have been resolved. The withdrawal at one stage was accepted and I was told my bank had to accept this and it will take only a few days. It’s been almost 3 weeks since first withdrawal attempt.

I’m certain there are no bonuses attached as I have never selected them.

I do try to live chat with them to no avail. I have tried emailing over 30 times and used to get replies about technical issues and the standard reply with no explanation of why my withdrawal was discarded.

I’m not sure where to go from here, I’ve tried everything and all my avenues have been exhausted.

Any help would be appreciated.

Thank you

Dan

Resolved

Problems with withdrawing

I've been trying to withdraw my funds for over a week now. My account is verified and I have withdrawn before but now I can't they keep telling me there is a problem with bank transfers but it is taking so long I feel like I'm never going to be able to get my funds. Whenever I try to withdraw u enter my bank details and it comes up with can't be blank even though it's filled incorrectly.

Resolved

Technical issue withdrawal

I've been waiting 10 days now to be able to withdraw my winnings, I've been contacting the support team every day in regards to when this technical issue will be resolved so I can withdraw my winnings.No help, no updates from them and when I do get a reply from the support team all they say is that they are working hard and fixing this issue. It's been 10 days the problems are still not fixed! I don't understand if they were fixing this 10 days ago as they said then why isn't it fixed yet! This casino seems to not care about their loyal customers and the stress they put onto them. Just want my winnings, I'm extremely disappointed and doubtful that I'll be able to receive my winnings anything soon. Biggest letdown.

Resolved

Not paying my winnings

Casino rocket is completely ignoring my emails of why bank Transfer is not working to withdraw my winnings and there is no other way I can use to withdraw my winnings.. I have sent them over 10 emails with no response careened shot issue showing that bank transfer is not working. Everytime u fill it out it keeps saying fields can’t be blank yet I have filled in all correct answers.

Resolved

$699

Turning verification into a nightmare

Hi. I have tried to solve my issue without coming to askgamblers for help but I’m now at my limit with this company. After wagering my welcome deposit bonus I attempted to withdraw my $700 winnings. This is where the nightmare began. I’m very familiar with the verification process and documents required and supplied them all. However, my first issue was supplying a mobile phone bill (of which they clearly stated they accepted or I would not have sent it) , only to reject it and say a mobile phone bill was not acceptable? I didn’t say anything nor make a complaint, I simply uploaded another bill (utility this time). That was my first flag of unprofessionalism. Then the nightmare started. The very simple task of uploading my Visa with correct numbers visible (as requested - first six and last four & the CCV number on back crossed out & card is signed) of which all done. However, it keeps getting rejected. Sometimes it’s the front of the Visa that’s getting rejected multiple times (approx 9 now) and then they switch to the back of the Visa being rejected. I am now tearing my hair out. Please help. I’ve never ever encountered anything like it and no one from support returns a single email. One last thing, when I joined this casino only last week (as I saw it was a finalist) it accepted players from my country (Australia) but today I see on askgamblers that it is now saying players from my country restricted? I don’t understand any of it. Thank you for your time and please excuse my frustration.

Resolved

$700