Rockwin Casino - El proceso de verificación del jugador está retrasado.

This is about verification.

I have at least 20 documents (bank statements, invoices of all kinds, etc.) which are constantly being refused for flimsy reasons. (Screenshots from customer support attached). They keep contradicting themselves to delay everything. I request mediation.

More screenshots available upon request.

Hier geht es um die Verifizierung.

Ich habe mindestens 20 Dokumente (Konto Auszüge, Rechnungen aller Art etc.) diese werden jedoch ständig unter fadenscheinigen Gründen verweigert. (Screenshots mit dem Customer support anbei). Es wird sich ständig widersprochen um alles Hinzuhalten. Ich bitte um Schlichtung.

Noch mehr Screenshots gerne auf Anfrage.

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Dear Rakiouzo,

Thank you very much for submitting your complaint. I’m sorry to hear about the ongoing difficulties with the verification process and the repeated refusals of your documents.

Before we proceed further, I would like to clarify a few points so we can properly understand the situation:

• If I understood correctly, is the proof of address specifically the main issue the casino is rejecting, or are there other documents being refused as well (for example ID or payment method verification)?
• Could you please confirm what type of documents you have already submitted as proof of address (e.g., bank statement, utility bill, official letter, tax document, etc.) and the date of issuance of each?
• Did the casino explain in writing what the exact problem is with each rejected document, or are the reasons unclear or inconsistent?
• Have you been given a deadline or timeframe by the casino for completing the verification?

If possible, please upload the most recent rejection message or forward it to petronela.k@casino.guru, along with any screenshots that show conflicting information or instructions from support.

Your cooperation in providing these details will help us investigate and work towards a resolution. Once we have all the relevant information, we will be in a better position to contact the casino and try to assist you.

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,

Petronela

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 72 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 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Petronela,

I sent bank statements from two different banks I use, after being told that Revolut statements are not accepted. (Strange, since I paid with my Revolut card.) Then I sent various invoices from different companies and finally an official letter from my local council.

The ID was accepted, but proof of payment was also frequently refused; the casino offered no explanation for this.

The reasons were not explained, there was frequent contradiction, and then I was simply told in pre-written word snippets that I should upload proof of my address.

No deadline was given for completing the verification.

I also received a message from my VIP manager earlier today (December 26th at 8:22 AM) stating that a bank statement from my card should be submitted; this has already been done.

Best wishes and Merry Christmas/Holidays

Dennis

Hallo Petronela,

meinerseits wurden Kontoauszüge von 2 verschiedenen Banken, die ich verwende gesendet, nachdem mir gesagt wurde, dass Kontoauszüge von Revolut nicht akzeptiert werden. (Seltsam, da ich von Revolut aus mit der Karte gezahlt habe). Dann verschiedene Rechnungen von etwaigen Firmen und schlussendlich ein offizielles Schreiben von meiner Gemeinde.

Der Ausweis wurde akzeptiert, aber auch die Zahlungsnachweise wurden öfter verweigert, hier gab es auch keine Erklärung seitens des Casinos.

Die Gründe wurden nicht erläutert, es wurde sich oft widersprochen und dann nur wieder im vorgefertigten Wort Schnipsel gesagt ich solle eine Nachweis meiner Adresse hochladen.

Eine Frist zur Abschluss der Verifizierung wurde nicht genannt.

Ich habe auch vorhin(26.12. um 08:22 Uhr) eine Nachricht von meinem VIP-Manager erhalten, dass ein Kontoauszug von meiner Karte hinterlegt werden soll, dies ist schon geschehen.

Viele Grüße und frohe Weihnachten/Feiertage

Dennis

Dear Rakiouzo,

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, Michal (michal.k@casino.guru). 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.

Hello Rakiouzo,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rockwin Casino to join the conversation.

Dear Rockwin Casino,

We would be grateful for your help in clarifying the current status of the player's verification process. The player submitted the various documents for the verification process, and I am eager to know the reasons behind the delay and the reasons why certain documents were not accepted before. If there are any additional documents required, could you kindly specify exactly what is needed?

If there are any factors affecting the situation that cannot be disclosed publicly, please do not hesitate to communicate them directly with me at michal.k@casino.guru

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses.

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

Dear Rakiouzo and Casino Guru Team,

Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation.

For withdrawal verification, a statement for the card you used to make deposits was required, showing the first six and last four digits, as well as the cardholder’s name. The statement you provided did not show deposits made to our platform and could not be accepted.

In addition, a valid proof of address was required to complete full verification. Previously submitted documents did not meet the requirements. The document needed to be issued within the last 90 days and clearly show your full name and address, for example, on a bank statement or utility bill in PDF format.

All documents were carefully reviewed as part of our standard verification procedures to ensure compliance.

At present, your account is closed at your request. If you decide to return in the future, you will be able to continue the verification process at any time.

If you need any assistance or further clarification, our support team is available at support@rockwin.io.

Best regards,

Rockwin Casino Team

Thank you for your response, Rockwin Casino Team.

Dear Rakiouzo,

Can you please comment on the above?

Hi,

I've tried at least 3 times in cooperation with the customer support to submit different documents of all shapes and sizes and with all the information they claimed they needed. In the end I gave up, lost my winnings and asked the casino to close my account, which was then met with incredulity by the customer support and attempts to make me change my mind.

For me, this is done and I stand by my assessment that these are stalling techniques to make gamblers forfeit their winnings. I presume this case can be closed, but I would advise Casino guru to amend their rating of this casino on their site.

Dear Rakiouzo,

I understand that your experience in this situation was far from ideal. However, it is an industry standard for players to provide clear and valid documentation confirming ownership of the payment method used, along with any other documents required for KYC and AML verification. This requirement applies to the vast majority, if not all, licensed online casinos.

Given that, rather than fully cooperating with the casino’s verification process, you chose to continue playing and, unfortunately, lost the remaining balance, there is little basis to keep this case open. As confirmed by you, I will therefore proceed with closing the case.

Should you encounter any issues in the future with this or any other casino, please feel free to contact our Complaint Resolution Centre, and we will try our best to assist you.