RocketBet Casino - Запит гравця на зняття коштів ще очікує на розгляд.

I requested a withdraw on december 26. I rolled over my deposit more than 1x as per their terms and conditions.

My withdraw request is still PENDING. I contacted live chat, opened a support ticket on the website AND sent their support team an email. They are not responding to anything.

Dear basedschalke,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

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,

What is more concerning is the fact that I am unable to get a reply from the support team at all. I have not been asked to provide any KYC documents because I have not received any emails or communication from them. And they are not responding to my messages. So I don't know the reason of the delay concerning my withdraw.

I will wait until january 9th, that will be 14 days since my withdraw request, and I will update here if I haven't received it yet.

I finally managed to get in contact with the live chat today, here is what they said :

"I can see your pending withdrawal request. Unfortunately I do not see a comment from our payments team. I will immediately forward this to the team so they can process your withdrawal request 🙂"

So going to wait for an update on that. It has been 13 days now since my withdraw request.

Thanks for the update.

• Have you received any clarification regarding why your payout is delayed?
• If the issue persists, please share a screenshot of your communication with casino support on the topic.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I am pleased to say that the payment has been received. You can close this case, thank you for the help.

Dear basedschalke,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Tomas

Casino.Guru