RocketPlay Casino - La solicitud de retiro del jugador está retrasada.

I have made multiple withdrawals from this site and I was never asked to verify my account but a few weeks ago I was asked to verify my account but one of the cards that I have has been lost for a very long time. The new card doesn’t match the old details. I have contacted my bank And they said that they do not give out information with my name and card details on it. I verified everything else and they let me withdraw the money at a lower amount. I won a large amount of money again and they won’t let me do the withdrawal at all because of the card that I now have closed the account on with proof, but they are still saying no. I have emailed them every single piece of information that they actually need to see that that card is mine and it’s still not good enough and I honestly feel it’s because it’s a large amount of money and they don’t want to lose it and I really think that that is a not a legit company and if you don’t actually do something about it soon, I will find someone who will

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Dear 19kellie84,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

• How long have you been a player at this casino?
• Have you made any deposits with your new card, please?
• Have you accumulated your winnings with the help of bonus, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Dear 19kellie84,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru