Beschwerde #11 Casino Rocket

Unable to Withdraw Despite being Verified, running in circles

Von athatcher82

vor 3 Jahren

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.

Unseriöses Casino Casino Rocket

Grund Verzögerte Auszahlung

Betrag €1000

Diskussion

AskGamblers

• Support Team

vor 3 Jahren

Dear @athatcher82,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 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

vor 3 Jahren

Dear ATHATCHER82,

Thank you for taking the time to share your concerns and feedback with us.

After reviewing your account and the recent communications, I noticed that there has been quite a bit of back and forth with the Support team regarding cashing out your winnings.

I am sorry for the difficulty you experienced through this process. I can assure you that we do our best to process withdrawals as fast as possible, provided that all details are correct and the verification process is complete.

After reviewing your account we found a few events that caused the delay.

First, the verification process was incomplete.
Once the verification process was completed, the payment method used to request your withdrawal was not one that the Casino is able to process back to (the payment method you used to deposit funds into your account may not be available for withdrawal)
Support then requested that a withdrawal be initiated using the bank transfer option
Lastly, Support advised to re-request your withdrawal through bank transfer using full beneficiary names and no abbreviations

All of this back and forth ultimately resulted in a delay and since then your winnings were played back. I understand how excited you must have been and how frustrating the verification process delaying the process was. I sincerely apologize for the misunderstandings.

Would you be open to receiving assistance in getting ready for your future winnings and withdrawals?
We will do our best to turn your experience into a positive one.

Kind Regards,
Casino Rocket

Casino Rocket

• Representative

vor 3 Jahren

Hello everyone,
Thank you for the details provided!

Dear ATHATCHER82,
We're investigating the case and will get back to you as soon as possible!

Sincerely, Casino Rocket

athatcher82

• 1 Bewertungen

vor 3 Jahren

In addition, all of the required HSBC account details are on the bank statement I sent to you as POA.

Casino Rocket Beschwerde-Statistik

Gelöst 5 / 5

Durchschn. Betrag $2,344

Durchschn. Dauer 9 Tage

Durchschn. Antwortzeit 2 Tage

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Keine Hilfe bei der Auszahlung

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.

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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.

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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

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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.

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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.

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