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I have had withdrawals from the 11/04 - 22/04

$8200 all up they keep saying it has been rescheduled but I’ve received nothing

Dear Jwalks94,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost one month is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

The payment says it has been processed

i have been in contact with rocknreels support chat everyday ( they told me the payment was rescheduled last week and I would receive it this week )

my first payment owing was on the 11/04

They have not told me why , but I know it’s just not me it’s the many other customers . Have been told the casino is closing the end of may .

They were accumulated without and a few would of been with but I played through the wager which is 30x until it was okay to withdraw

So long story short - they have told me the payments from the 10/04- 15/04 was rescheduled last week , but that was a lie cause I haven’t received anything this week . Every time I contacted them this week they kept telling me to be patient it will in my accountant latest today .

Thank you for the help !

Thank you very much, Jwalks94, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Jwalks94,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I attempted to reach out to Rocknreels Casino via their official email address last Sunday, but I haven't received a response yet. As per our policy, the casino has seven days to reply to our inquiries before we proceed with our second appeal.

Best Regards,

Jakub

Okay mate , no worries

keep me updated

thanks

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jwalks94,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Gaming Authority (https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jakub.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jakub