Money not paid since March 3rd

Hallo,

Ich hoffe auf eure Hilfe

Ich habe am Sonntag Geld gewonnen bei Casino Rocket um genau zu sein 5000 Euro.

Ich habe dort mit krypto Währung eingezahlt und wollte es dort wieder mit krypto auszahlen, was aber nicht funktioniert hat. Mir wurde darauf hin gesagt wir prüfen den Fall und zwar jedes Mal aufs Neue. Dann wurde mir gesagt Ich solle es über Bank auszahlen lasse, was ich dann auch gemacht habe, es dann aber abgelehnt wurde weil es hieß, Ich soll so auszahlen wie ich eingezahlt habe.

Seit zwei Tagen versuche ich im Livechat das Problem zu klären aber irgendwie hilft mir da keiner und wenn ich auszahlen lassen will kommt immer die Fehlermeldung NICHT MÖGLICH!

Und seit Sonntag wird es angeblich geprüft aber ich bekomme weder eine email von den woran es liegen kann oder was überhaupt das ganze Problem ist. Ich will einfach nur mein Geld was ich ganz normal gewonnen habe. Ich hoffe auf eure Hilfe.

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.

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.

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

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.