Casino Rocket - Hráč má potíže s výběrem výher.

Hello everyone,

I did my 1st (and only) deposit with Casino Rocket on 15.04.2022, 11:13 in the amount of 184 EUR.

I received the 1st deposit match bonus, wagered it and requested a cashout of 800 EUR on the same day, 15.04.2022, 13:32 via bank transfer (payment provider: INPAY).

The withdrawal is in the status 'pending' ever since, for more than 120 hours (= 5 full days now). It has not been approved or processed and certainly not been credited to my bank account.

My account is fully KYC-verified since 15.04.2022, 13:54 (see email confirmation attached).

I use to play at dozens of Hollycorn NV / Dama NV casino that all use INPAY as a bank wire payment provider. Bank wires do not take longer than 1-5 hours during bank working days. Not to speak of that Casino Rocket has NOT even processed my cashout.

I kindly ask Casino Rocket to finally process my withdrawal no. #730643 with highest urgency.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. 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 by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, hello everyone,

thank you for reviewing my complaint.

My account is indeed fully KYC-verified pretty much from the moment of my withdrawal on 15.04.2022:

Nevertheless the withdrawal was showing the status "pending" up until this morning - for full 6 (!) days now:

It just went from "pending" to "accepted" right now.

To me and luckily to most casinos it is not "quite normal for a withdrawal to take couple of days or even weeks". In fact in this day and time that is utterly unacceptable.

I as a private person can send a wire transfer to anyone within Europe right now and it will hit the recipients bank account today (!). If the recipients bank account supports real time transfer, it will even be with him within 5 seconds.

If I can pay anyone across Europe within hours, surely, a casino can do at least the same, if not better. Its just a lame excuse used by bad casinos.

Casino Rocket did not sent the payment up until today, six days after my withdrawal request. That's a fact. There is no mysterious auto-approval that banks have to do on incoming transfers, which Casino Rocket tells you. Its just total rubbish. Everyone knows that.

As soon as the payment reaches my bank account, assumably todays afternoon, I will update this complaint.

So far, until I have received my funds, it is still UNRESOLVED.

Hi everyone,

as I guessed in my previous post the wire transfer was credited to my bank account this afternoon, about 5 hours after Casino Rocket approved (= sent) the payment.

Therefore this complaint is now resolved.

Dear Casino Rocket,

this whole complaint would not have been necessary if you would not have taken 6 entire days to approve a simple cashout on a verified account.

You had to pay the amount anyway, but with your bad behaviour you just caused an official complaint, a bad review and a customer, who will not play with you again.

It is unacceptable to wait longer than 24 hours until a cashout is approved, especially if you are already KYC verified.

Also, you should not lie to your customers with ridiculous statements about "necessary auto-approvals of costumers banks" etc, to hide your slow payment management.

Dear casino.guru,

thanks a lot for your wonderful website and complaint management service. It is very appreciated!

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much for your confirmation and kind words. Please don’t hesitate to contact our Complaint Resolution Center 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