RocketPlay Casino - プレイヤーの撤退が遅れています。

I make withdrawal on 2nd Feb..total amount 2400AUD..the terms and condition there is mentioned take up to 5 banking day to process the payment..on the 5th day I'm still not receive the payment..I chat with the live chat agent..I send email too..the answers is they done the payment just wait bank to transfer the money to my account..I keep waiting and chat with the support agents..they can't help me at all..they only asked me to wait..from first they said wait a five days timeframe till now they can't give me a timeframe when I can receive the money..they said there was technical issue..they can't do anything.. the live chat support agents are useless.. unhelpful..I have no idea at all now how to get the money..what I can do now just wait and hope will get the money soon..

Dear HooiSiang,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if it were your first withdrawal attempt in this casino? Do I understand correctly that your payment has been processed but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi..yes..this is the first time I make withdrawal at rocketplay casino and the payments has been processed but never reached me..the support agents told me their financial department had been send the money out and it was a technical issues so the money still not in my account..they can't give me a time frame when they will resolve the technical issue and when I can get my money..the support agents can't give me an answer or help me to resolve the issue at all..they just keep asking me to wait until I get the money.. I'm very disappointed of the support agents..I feel they can't help me at all that's why I'm here and hope casino Guru can help me get the money as soon as possible..

Thank you very much, HooiSiang, for your reply. I fully understand your frustration, however, it seems to be a technical issue not caused by the casino which postponed your payment. We are left with no other option just to wait a little bit longer.

I will set the timer for additional 5 days and if there’s no development by Friday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi..I'll wait five more days and hopefully will get a good news..thanks Casino Guru..

Thank you very much for your patience, HooiSiang.

Thank you very much, HooiSiang, for the update. I will check back with you on Friday. Hopefully, you'll have some better news.

Finally I received the money ..thanks Casino Guru..

Hi, HooiSiang! Thank you for your feedback. The current situation is not typical for our casino. For our part, we did our best to quickly withdraw your winnings. Difficulties have arisen on the side of your bank. We are glad that the situation has been resolved and you have received your money. We are sorry for the inconvenience. Hope this will not happen again. We will be glad to see you again at Rocket Play casino!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, HooiSiang, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru