RockySpin Casino - Гравець досі не отримав свій виграш

I deposited 31,500 HUF and won 108,982 HUF on Rockyspin.

My account was fully verified and I provided every document they asked for.

However, when I requested a withdrawal, they started delaying it — first saying it would take "24 hours", then "3–5 banking days", and now they’re telling me to wait until Monday.

It’s been more than a week and my account was even suspended. Each time I contact support, they just repeat the same phrases like "be patient" or "the responsible department will contact you".

This is unacceptable — if I don’t receive my money by Monday, I will report Rockyspin to Skrill and my bank for non-payment.

Be careful — they are operated by Rossobash S.R.L. under Costa Rica registration and don’t seem to hold a valid gambling licence.

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Dear fszabolcs,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear fszabolcs,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear fszabolcs,

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.

Update (2025.11.06.)

I would like to provide a detailed update regarding my case, as the situation has unfortunately not improved and communication from Rockyspin has essentially stopped.

On 12 October 2025, I deposited 31,500 HUF through my Skrill wallet, processed via Apple Pay, which uses my Skrill virtual card.

My account was fully verified. I submitted all documents they requested, including ID, selfie verification, proof of address, 90-day Skrill statement, 90-day bank statement, and income documentation. Support confirmed that my account was fully verified and that I had a "green flag for withdrawal."

On 25 October 2025, I requested a withdrawal of 108,982 HUF.

However, instead of processing the withdrawal, Rockyspin repeatedly delayed it. First I was told the withdrawal would be completed within 24 hours, then 3–5 business days, and finally I was told to wait until Monday. At one point, my account was even temporarily suspended without clear explanation. Whenever I contacted support, I received generic phrases such as "Please be patient" or "The responsible department will contact you." No real information or timeline was provided.

After this, the withdrawal was manually approved, then canceled, and then rejected again. The stated reason was that "the deposit and withdrawal methods do not match."

This explanation is incorrect.

To clarify:

My deposit was made from my Skrill wallet, but through Apple Pay tokenization of my Skrill virtual card. The withdrawal I requested is to the same Skrill account. Apple Pay is not a different payment method — it is simply a device token for the same card. Therefore, the payment methods do match, and the rejection reason is invalid.

On 31 October, Rockyspin requested verification to prove the Skrill card is indeed in my Apple Wallet. I immediately provided:

Apple Wallet screenshot showing the Skrill virtual card

A 90-day Skrill transaction history including the deposit

A screenshot of the deposit itself

The official deposit confirmation PDF

The support agent confirmed that these documents were received.

Since then, there has been no response.

No update, no explanation, no progress, and the withdrawal has still not been processed.

More than two weeks have now passed since the withdrawal request.

Because Rockyspin stopped communicating, I have already taken steps to escalate this matter.

A formal complaint with Skrill / Paysafe Merchant Compliance is now active.

I have also submitted regulatory complaints to Curaçao, Cyprus, and Costa Rica authorities.

I am prepared to escalate further to game providers and also payment partners if necessary.

Additionally, if no resolution is reached, I will begin public documentation of the evidence I have gathered, including:

multi-domain brand network structure,

inconsistent licensing claims,

shared backend & support infrastructure between Rockyspin / Spinline / Morospin / Winaura,

and transcript records showing repeated withdrawal obstruction.

This will be published in community reports and consumer safety platforms to warn other players.

I want to emphasize that I have cooperated fully at every step and complied with every document request. The withdrawal delay has no legitimate explanation, and the shifting reasons for rejection strongly suggest deliberate obstruction.

I will update this thread immediately if I receive my withdrawal or if any meaningful communication occurs.

Thank you for your assistance.

— S******* 🇭🇺

Dear fszabolcs, thank you very much for providing this overview. Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi Attila, thank you for your response. I have just sent the documents to your email. In a separate message, I also forwarded the written summary that I submitted to Skrill during the merchant complaint process. This explains the full timeline and the repeated withdrawal cancellations in detail.

Please let me know if you need any document resent or formatted differently — I can provide everything immediately.

Thank you again for your help.

— ********

Dear fszabolcs,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila Gorkij

Hello fszabolcs, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of RockySpin Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear fszabolcs,

Please note that the deposit was made using Apple Pay as the selected payment provider. Skrill withdrawals are only possible when the initial deposit has been made directly using the same payment method.

As this is not the case, a direct withdrawal to your Skrill account cannot be processed.

You may, however, request a withdrawal through an alternative payment method. Please be aware that verification of the selected payment method will be required before the funds can be released.

If you choose to withdraw to a bank account, a bank statement showing your name and IBAN will be necessary for verification purposes.

Thank you for your understanding. If you have additional questions, please let us know.

Dear Matej,

We have sent you an email with further information. please review it at your earliest convenience.

Best regards,

RockySpin Casino

Dear Matej,

Thank you for your continued assistance.

I would like to clarify a few essential points regarding the casino’s statement, because the explanation they provided is not accurate and contradicts both the information given to me earlier and the actual payment setup of their own platform.

The casino claims that a Skrill withdrawal is not possible because my deposit was made "using Apple Pay instead of directly using Skrill".

However, this is not a valid justification for several reasons:

1. Direct Skrill deposits are NOT even supported on their website.

The casino only offers: (proof attached)

– Visa

– Mastercard

– Apple Pay

– Google Pay

– Crypto

There is no option to deposit directly from a Skrill account.

Therefore, if someone wants to deposit using their Skrill wallet, the only possible method is the Skrill Virtual VISA card used via Apple Pay, because that is the only way to route the Skrill funds to their platform.

In other words: this is the only technically possible way to deposit using Skrill, because they do not provide any other option.

2. Apple Pay was used only as a container, the actual card was my Skrill Virtual VISA card.

The card issuer is Skrill.

The owner of the wallet is me.

The transaction belongs to Skrill.

This is fully verified by:

– The Skrill transaction history

– The screenshot of the card inside Apple Wallet

– The official deposit confirmation PDF

– The 3-month statement showing this exact deposit

All of these documents were already requested and submitted, and the casino confirmed multiple times that they were forwarded and under review.

Nothing has changed since then.

3. The casino previously requested Apple Wallet proof – and confirmed receiving it.

On October 31, the casino explicitly asked me to prove that the Skrill card is indeed in my Apple Wallet.

I provided exactly what they asked for.

Now they are stating the opposite, implying that this method is not acceptable.

If this method was invalid from the beginning, then why did they request Wallet verification in the first place?

It is quite shameful that after 1.5–2 weeks of no response, they still cannot provide a consistent explanation nor a proper response. The lack of communication alone is extremely unprofessional. This inconsistency raises concerns about whether the process is being handled properly.

4. The account is currently suspended, so I cannot deposit with any other payment method.

The casino suggests withdrawal to a bank account, but this is not possible because:

– I cannot make a matching deposit using a bank card

– My account is suspended

– Therefore, the required "same payment method rule" cannot be satisfied

This again shows that the proposed solution is not realistic.

Given all of this, the casino's explanation does not align with the facts.

I have fully verified my identity, provided every document requested (multiple times), and proven beyond doubt that the deposit originated from my Skrill account.

All I am requesting is a fair and transparent processing of my withdrawal.

If you need any further documentation from my side, I will be happy to provide it.

Thank you again for your support, Matej.

I truly appreciate the time and care you are putting into this case.

Best regards,

fszabolcs

Dear fszabolcs, thank you for the additional details.

I have checked our review and the casino website itself, and it seems like the Skrill is available as a payment option. It is highly likely that you can't see it due to the country or account limitations; in some casinos not all payment methods are available for players from every country or within certain VIP levels. This mostly depending on contracts they have between their companies, but that is not the main focus here. I just wanted to clarify that the casino representative is not lying to us.

Moving on, I have some good news! I have received a message from the casino representative, and have been advised they are happy to process your withdrawal. Only Skrill will not be an option here. Now this is only my thought process, but I would guess this means you won't be able to withdraw the money the same way you have deposited them, since Skrill is not available and according to the system screenshot I have received, the deposit has been marked as Apple Pay payment. Maybe that is the root of the whole problem here - where it works one way but not the other. Luckily, if you can request the withdrawal via bank transfer, and pass a quick KYC verification confirming you are the account holder, it is my understanding the money will be credited to you in no time.

Please, let me know if your account is accessible and if you can request a bank transfer withdrawal (or maybe direct Apple Pay withdrawal) or if there are further issues preventing you from initiating the funds transfer. If so, we'll try to sort it out as soon as possible with the casino.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear fszabolcs,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Matej