Rockwin Casino - A retirada do jogador está atrasada.

Hello,

Four days ago, I won €8,000 at the casino and divided the withdrawal into several parts according to the limits. The casino's FAQ states that withdrawals should take an hour, and a live chat representative informed me it should take a maximum of 48 hours. Neither timeframe has been met, and when I ask where my money is, they always provide the same excuse. I am worried I won't receive my money as it's my largest win to date. They even assigned me a "VIP MANAGER," but he is just stalling me. I hope someone here can help me. Thank you very much.

Guten Tag,

Ich habe vor 4 Tagen 8000€ in dem casino gewonnen und diese gemäß den limits in Auszahlungen aufgeteilt. In den FAQ des casinos steht das Auszahlungen eine Stunde dauern, ein live Chat Mitarbeiter schrieb mir es dauert maximal 48 Stunden. Beide Zeitrahmen wurden bisher nicht eingehalten und auf Fragen wo mein Geld bleibt weichen sie immer mit der gleichen ausrede aus. Ich habe Sorge mein Geld nicht zu bekommen da es mein größter Gewinn ist. Sogar einen "VIP MANAGER" Haben Sie mir gegeben aber auch dieser hält mich nur hin. Ich hoffe hier kann mir geholfen werden. Vielen Dank.

Hello justins99js,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rockwin Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

The account was already verified on the day of the withdrawal request. I didn't get a bonus. I spoke to the casino for the last time today but they're just stringing me along.

Hallo,

Das Konto ist schon am Tag der auszahlungsanfrage verifiziert gewesen. Bonus habe ich keinen gehabt. Ich habe heute das letzte mal mit dem casino gesprochen aber sie halten mich nur hin.

The casino continues to keep me waiting.

They have now paid out €1000 of the €8000 and are justifying the long wait by saying that the winnings have to be checked first. So why has part of my winnings already been paid out if they have to be checked first? Can you please help me? I'm worried that the casino is just holding onto the money in the hope that I'll cancel the payout and lose the money.

What can we do?

Das asino hält mich weiterhin hin.

Sie haben jetzt 1000€ von den 8000€ ausgezahlt und begründen die lange Wartezeit damit das der Gewinn erst geprüft werden müsste. Wieso wurde dann schon ein teil meines Gewinns ausgezahlt wenn er doch erst geprüft werden muss. Können sie mir bitte helfen ich habe die Befürchtung das casino behält nur das geld so lange ein, in der Hoffnung ich storniere die Auszahlung und verspiele das Geld.

Was können wir tun?

Hello justins99js,

Currently I would advise to wait only.

As previously mentioned, withdrawal may take up to 14 days to be processed (current holidays may even prolong it a little more).

Let us know during next week if there will be any update and if not, we will try to intervene.

Will be awaiting your response.

Regards,

Nick

Dear justins99js,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I received all my winnings. Thank you for your help and for providing this forum.

Ich habe meinen gesamten Gewinn erhalten. Vielen Dank für die Hilfe und das sie dieses forum bieten.

Dear justins99js, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru