Beschwerde #12 Rakoo Casino

Delayed payment for 17 days

Von Myrthe1992

vor 1 Jahr

Hello,

I am waiting for a 600 Euro payment from rakoo casino wich i submitted on 3rd of april. It was 2nd april but i took 150 playing again from the initial 750 payout on 2nd april.

I verified my profile with all needed documents wich took little time but is confirmed by casino. After that needed to verify the E Wallet for the crypto payment with support also did that. That was all the 3rd april From that point on i was in good contact with support they always react quick and friendly no problems with that and offcourse i understanded their checks etc that needed to be done so it can take 7 days mayb. At this point we are 200 mails further and multiple times i got we are in the final stage for payment nothing to worry about your funds Will appear soon. Only this mails keep on going i really want to finalize payment and just play again but in this way I have a bad feeling about the situation when you did all what asked and still its checking and lot of auto reply mails back

I added one example from a mail 7 days ago already and now again I het a mail that i need to wait that all payment are in queue. They confirm continu that i Will receive my funds only not when. How can i solve this

Unseriöses Casino Rakoo Casino

Grund Verzögerte Auszahlung

Betrag €600

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear @Myrthe1992,

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.

Rakoo Casino

• Representative

vor 1 Jahr

Dear Team,

Thank you for forwarding the feedback regarding the user.

We have carefully reviewed the case and would like to provide some clarification.
The withdrawal request submitted by the user was based on winnings generated from a no-deposit bonus. According to our Terms and Conditions (Clause 6.14), a withdrawal becomes possible only after the player has made at least one successful deposit. In this case, unfortunately, no deposit was made, which is why the withdrawal request could not be processed.

Additionally, it is important to mention that the user independently cancelled their withdrawal attempts and chose to continue playing with the balance. As a result, the previous withdrawal requests were voided automatically.

We fully understand that this situation may have caused disappointment, and we sincerely regret any confusion.
Our customer support team has been in regular communication with the user, providing assistance and information throughout the process. We remain available 24/7 and are more than willing to further guide and support the user should they wish to continue enjoying our services.

We kindly assure you that we are committed to maintaining a fair and transparent gaming environment and always do our best to resolve any concerns with understanding and respect.

Thank you for your attention and continued cooperation.

Best regards,
Rakoo Casino Team

AskGamblers

• Support Team

vor 1 Jahr

Dear Rakoo 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.