Casino Rocket - Se ha retrasado el pago de las ganancias del jugador.

Hello, I requested a withdrawal of 1000 Euros but had to resubmit it yesterday, on 11/08, as my withdrawal keeps getting cancelled. I'm not sure if the documents I submitted are correct because I've requested a withdrawal several times in the past and it's always been cancelled. Nobody is responding to the emails I've been sending for the past 2 weeks to confirm whether everything is correct or not. Who can help me?

Hallo, ich habe eine Auszahlung gestellt von 1000 Euro habe die aber gestern11/08 nochmalsgeschickt weil ich immer wieder storniert werde mit der Auszahlung,bin mir leider nicht sicher mit den Dokumenten die ich eingereicht habe ob die korrekt sind weil ich schon öfters Auszahlung angefragt habe und mir immer wieder storniert wurde, auch auf meine Mails die ich seit 2 Wochen schicke antwortet niemand um mir zu helfen ob alles korrekt ist, wer kann mir helfen

Dear pellerc1983,

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 pellerc1983,

Have you received your withdrawal from the casino yet?

Dear pellerc1983,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.