Casino Rocket - Hráč žádá o vrácení vkladu.

Hello casino guru

I ask rocket casino to close my account as I have gambling problem but they didnt close my account and let me play and I lost so much money and wen i went to chat again and ask them again to close my account then they close my account and they told me someone will contact u for my refund of 4000$ but no one does ... so plz help me here .. I email them 2 times for my refund but they don't reply

Thanks plz look into the matter

Dear sunnykuk81,

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

Could you please forward me your self-exclusion request together with any other relevant communication between you and the casino? My email address is kristina.s@casino.guru. 

Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? 

I will be waiting for your reply patiently.

Best regards,

Kristina

Thank you for your email, sunnykuk81. I apologize, but I don't see any requests for account closure. This is essential evidence in cases like this, so please provide it as soon as possible. Thank you in advance.

Dear sunnykuk81,

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.

Hello casino guru sorry for the late reply as casino rocket email me that they are sending the funds ,,they ask for my bank info I send them , they reply me yesterday that they had already process the payment but I haven't received yet so I want you guys to plz remain open my complaint until I receive the money . I will update you as soon as I will get the money

Thanks

Thank you for the update, sunnykuk81. I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the payment, or if there is anything new.

Sure thanks as I haven't received the payment yet they told me they process the payment on 5th May but I haven't received it yet

So I will be waiting until Wednesday it will 5 working days if I still don't received I will let u know

Thanks

Hello Kristina I would like to continue with my complaint as they are making excuses everyday and giving me new dates ,, I haven't received the money I can forward you all the email that I have talk to them and also the dispute is for 4650$ that they have to send me money ,, its been 7 days now I haven't received the money wen ever I go on live chat they starting giving new dates , ad I know I always recieve the wire transfer and I received next day but here it's been 7 days I haven't received the money .. I think they never send the money

So I will be forwarding all the emails to you plz check them and help me out thanks

I fully understand your frustration, sunnykuk81. However, we always give the casino two full weeks to process each payment. I will keep this complaint opened and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Sure thanks they told me if I don't get the money today I will contact them again with my today bank statement so they can see if refund has been credit in my account or not ..I have send them my bank statement.

. So they can check I haven't got the money yet ... see wat they come up with the solution i am waiting for them to reply will keep you posted thanks

Hello Kristina I got the money today so I want to close my complaint now as resolved

Thanks for the help

Awesome news, sunnykuk81. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.