Account closed when requested withdraw without any explanation

Dear @Legenstein,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint 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.

Dear LEGENSTEIN,

First and foremost, we sincerely apologize for the delay in addressing your complaint from last year. We deeply regret any inconvenience this may have caused, and assure you that we are committed to responding promptly to such issues in the future.

Upon reviewing your account, we found that it was closed in accordance with our licensing regulations. Unfortunately, you were not permitted to register and play with us as you were flagged by our system. However, due to a delay in our system's response, your account was closed after you had already made deposits totaling 70 EUR and subsequently won your winnings.

We would like to inform you and the Askgamblers forum manager that your payment of 2,760.20 EUR was successfully processed and sent to you on 2023-07-18 at 09:15:19 UTC. We appreciate your patience during this time.

Please understand that the verification process can sometimes take longer than anticipated, despite our best efforts to complete it as quickly as possible. There can be unforeseen delays, but we strive to minimize these and ensure a smooth experience for our players.

If you have any further comments or questions, please feel free to share them. We are more than happy to hear from you. Additionally, if the Askgamblers forum manager has any further inquiries, we are ready to respond promptly. Should proof of the payment be required, we will do our best to provide it upon request.

Thank you again for your feedback, and thank you to the Askgamblers team for reopening this complaint and for your cooperation.

Best regards, RockWin Casino Team

Dear all,

This complaint has been reopened as per Rockwin Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Dear Rockwin Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.