Casino Rocket - Hráč se snaží vybrat své výhry.

Hello, my attempts to successfully make a withdrawal were prevented by various measures.

1. A withdrawal back to my credit card does not work on the website. A red error bar without text appears. I reported this to support and they passed it on to the technicians (for 4 weeks)
2. After that, I should make a withdrawal via bank transfer. Since I got this information from support, the button "Payout by bank transfer" has disappeared on the website. I reported this to support and they passed it on to the technicians (for 4 weeks)
3. Now I'm supposed to pay out via Neosurf, for which I have set up an account there. This withdrawal request was also rejected, new reason, I would have made a deposit that first has to be converted 3 times. I didn't make this deposit, which the support confirmed to me.

This now takes a month, I made the first withdrawal request on September 1st. One end is not foreseen....

Hallo, meine Versuche erfolgreich eine Auszahlung durchzuführen wurden durch verschiedene Maßnahmen verhindert.

1. Eine Auszahlugn zurück auf meine Kreditkarte funktioniert auf der Webseite nicht. Es kommt ein roter Fehlerbalken ohne Text. Dies habe ich dem Support gemeldet und er hat es an die Techniker weitergeleitet (seit 4 Wochen)
2. Danach sollte ich eine Auszahlung per Banküberweisung durchführen. Seit ich diese Info vom Support bekommen habe, ist der Button "Auszahlung per Banküberweisung" auf der Webseite verschwunden. Dies habe ich dem Support gemeldet und er hat es an die Techniker weitergeleitet (seit 4 Wochen)
3. Jetzt soll ich per Neosurf auszahlen, dafür habe ich mir dort ein Konto eingerichtet. Auch diese Auszahlungsanfrage wurde abgelehnt, neuer Grund, ich hätte eine Einzahlung gemacht, die erst 3 mal umgesetzt werden muss. Diese Einzahlung habe ich aber nicht gemacht, was mir der Support auch bestätigt hat.

Dies dauert jetzt einen Monat, erste Auszahlungsanfrage habe ich am 1. September gemacht. Ein Ende ist nicht abzusehen....

Dear Christian,

Thank you very much for submitting your complaint and for forwarding relevant communication along with all the screenshots. I’m sorry to hear about your problem.

Please understand, that a variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers and bank restrictions, all have a major influence. Could you please advise this were your first withdrawal attempt in this casino?

I have checked your cashier history. Could you please advise if your NeoSurf deposit of €25, from 26th of September, had to be wagered? Have you played since this last deposit?

I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello and thank you for opening the complaint. Regarding the question: Yes, that was or is my first payment. I received the first two deposits with a bonus and implemented all wagering requirements. I made the 3rd deposit of 25 EUR via Neosurf so that I can also withdraw via Neosurf. I also converted this EUR 25 significantly more than 3 times afterwards.

The problem is that the casino (supposedly) accepted a withdrawal request by bank transfer on September 2nd and booked it back into my casino account as a deposit the following day. From this 1865 EUR are the current turnover requirements. The support has already confirmed that I did not make this deposit.

Hallo und danke für die Eröffnung der Beschwerde. Zu den Frage: Ja, das war bzw. ist meine erste Auszahlung. Die ersten beiden Einzahlungen habe ich mit Bonus erhalten und alle Wettanforderungen umgesetzt. Die 3. Einzahlung 25 EUR über Neosurf habe ich vorgenommen, damit ich über Neosurf auch wieder auszahlen kann. Auch diese 25 EUR habe ich deutlich mehr als 3mal im Anschluss umgesetzt.

Das Problem ist, das das Casino am 2. September eine Auszahlungsanfrage per Banküberweisung (vermeintlich) angenommen hat und mir gleich am folgenden Tag als Einzahlung wieder auf das Casinokonto gebucht hat. Aus diesen 1865 EUR sind die aktuellen Umsatzanforderungen. Dass ich diese Einzahlung nicht vorgenommen habe, wurde mir auch schon vom Support bestätigt.

Thank you very much, Christian, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Christian,

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

Hi Christian,

Please understand that we are the support team for our affiliates and we have limited access to your account information, but we will always do our best to provide you assistance and to find you an answer.

We contacted the Casino Support team and we have been told that there is no issue with wagering, the issue is with the processors in processing the withdrawal to your account.

The support team is investigating with the banking team the reasoning for this to be happening. We were informed that the funds are being reversed with a message asking for the cash out to be made in smaller amounts.

We are still waiting for the outcome of that investigation to get a final solution.

For now we recommend you to split your total amount you want to withdraw in smaller amounts, and see if that works.

The payment to web wallet are usually immediate and there is no history of those to bounce back, so in your case when it did the casino assumed it was a deposit, therefore the 3x wagering required.

We will be back when we get more information, meanwhile let us know if smaller amounts withdrawals were successful.

Kind regards,

Rocket Team

Hello Rocket Team,

Thank you very much for your information. I wonder how long they will investigate this problem? The investigation has been going on for a week

I just tried to withdraw 100 EUR from my balance but it was canceled 15 minutes later. 🙁

Looking forward to hear from you.

Kind Regards Christian

Hi Christian,

Just got back from the casino management regarding your cashout.

From the casino side is all looking good, the issue is with the banking processors.

They recommend you to try it again with Neosurf, a small amount, €100-200 is fine.

Please do it and let us know.

Regards,

Rocket Team

Hello Rocket Team, thanks for your information. I just request a small withdrawal of 100 EUR and it was successful. But when I try another small withdrawal, now an error appears "cant be blank" and I can see there is no more field to input my Neosurf email adress. The next issue? Kind Regards Christian.

HI Christian,

Thanks for the update.

On that issue I would recommend you to clear your browsing data and try again.

That should sort it out. Also try a different amount now, you can request a higher amount and see how it goes.

Please keep us posted.

Regards,

Rocket Team

Hallo Rocket Team, I cleared my browser data and cookies, I tried different browsers (IE, Firefox, Chrome, Edge) on different devices (PC, phone, tablet). Everytime the same behavior. If I go to cashout, then choose Neosurf and input the cashout value, the field with my email adress has disappeared and after clicking "cashout" button a red error message box appears "cant be blank" (I guess the non existing Neosurf adress field can not be blank).

Hi Christian,

We have spoken to the Casino Team and they have informed us that they are not only investigating the matter but they are in contact with you.

Please note that this is not a matter that can be solved by the support team, but they have escalated to the relevant team and they are looking at it.

What you are facing is definitely something very unusual and therefore is being difficult for the teams to understand it and solve it.

Let us know of the progress.

We will get back to you if we hear from the support team with any news.

Regards,

Rocket Team

Dear Christian,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I now had the option to deposit bitcoins and withdraw my money in bitcoins. This was successful. Thank you Casino Guru for your support. The complaint can now be closed.

Ich hatte jetzt die Möglichkeit Bitcoins einzuzahlen und mein Geld in Bitcoins wieder auszuzahlen. Dies war erfolgreich. Danke Casino Guru für die Unterstützung. Die Beschwerde kann nun geschlossen werden.

Dear Christian,

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