Casino Rocket - プレイヤーが撤退のリクエストで問題を経験している。

I cannot withdraw my winnings

Dear Zoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?

Have you tried discussing this problem with the casino directly? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Hi Kristina. I have only recently joined and I've never done a withdrawal. I have passed all the verification. I have spoke with a Diego and Chris. On the 24/7 chat. Diego said he would inform me when the system is up running fine and asked if I'd use another withdrawal method. The other two methods are Myfinity and Bitcoin. I put my own money into it from my bank, without any bonuses so I would have liked it back into my bank account.

I haven't since received any email.

I haven't got a screenshot of our chats.

Thank you very much Zoe for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Zoe,

I looked at your complaint and will do my best to help you. I would like to invite Casino Rocket into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hi Viliam. Thank you so much. Hopefully we get an answer soon.. I tried to withdraw again yesterday with no luck still.

Hello Zoe,

Congratulations on your win at the casino!

Please note that we are the support team for the affiliates and we will always do our best to chase up any player queries coming through.

We've reached out the Casino team to assist us with the issue you are facing, but for that I will need you to send us a private message with your registered email.

Meantime, we will suggest you to clear your browser history (including cache) and please try again, other suggestion is for you to try using chrome instead of Safari. If this resolved your issue, please let us know.

It seems that this issue is shared with other players, unfortunately this issues is not replicating on our end so it seems that as to be address case by case, at least until the teams can find out what can be casing this issue.

Thank you for your patience and understanding.

Warm regards,

CasinoRocket Affiliates Support

Hi Viliam. Just writing to let you know the case can be closed, I have received my winnings thank you to everyone who helped.

Dear Zoe,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru