RocketBets Casino - La retirada del jugador se retrasa debido a problemas técnicos.

They didn't pay me, making up some technical issue excuses and they've deceived me. They have not responded to my queries. I'm devastated. The treatment I received was not good and they've disappeared with my money. They do not pay people and do not respond.

Não me pagaram inventam desculpa problemas técnicos e não pagam me enganaram não me respondem estou arrasada não fui bem tratada e sumiram com meu dinheiro não pagam gente não respondem

Dear alessandra80oliveira,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you made any successful withdrawals from this casino in the past?

Could you please confirm if you passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with the casino and what was it about?

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

Best regards

Veronika

Dear alessandra80oliveira,

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.

Thanks for listening

I have never made a successful withdrawal

I didn't use bonus

yes I passed the verification

the next day the casino went offline and the page can no longer be found

I was deceived and a fraud it is important that people get information and not end up at a loss like I am

Obrigada pela atenção

nunca fiz um saque bem sucedido

nao usei bônus

passei sim na verificação

no dia seguinte o casino saiu do ar a página não é mais encontrada

fui enganada e uma fraude é importante que as pessoas peguem informações e não fiquem no prejuízo como eu estou

I have checked the casino's website. It seems that the casino is under maintenance currently.

Could you please specify when exactly you submitted your withdrawal request?

When did you notice that the website is not working for you?

The next day the casino website went offline, the prints I sent show the date and time I made the payments and when I played

No dia seguinte o site do casino saiu fora do ar nos prints que enviei está a data e horários que fiz os pagamentos foi qd joguei

Thank you for your reply. From the screenshot you sent me, you requested a withdrawal on October 5. 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.

The page is down, they no longer respond to emails, I don't know what to believe anymore, I can't even enter the casino

A página está fora do ar não respondem mais e-mail não sei mais no que acreditar não consigo nem entrar no casino

The page disappeared they don't respond to emails they disappeared with everything

A página sumiu eles não respondem e-mail sumiram com td

The page disappeared

A página sumiu do ar

Thank you very much, alessandra80oliveira, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much, keep an eye out for people too, that the page has disappeared and they haven't paid

Muito obrigada fica alerta para as pessoas tbm que a página sumiu do ar e não pagaram

Hello alessandra80oliveira,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite RocketBets Casino to join the conversation and participate in the resolution of this complaint.

Dear RocketBets Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

Thank you very much Guru casino for your support and help!!!!!!

Muito obrigada Guru casino pelo apoio e ajuda !!!!!!

I paid for pix I don't have access to anything they disappeared from the air I can't speak I won 3000.00 reais and I'm waiting for them to pay me for pix

I didn't receive anything from this casino

Paguei por pix não tenho acesso a nada eles sumiram do ar não consigo falar ganhei 3000,00 reais e estou aguardando me pagarem por pix

nao recebi nada desse casino

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

They disappeared with my money, nothing or email responds account blocked

Sumiram com meu dinheiro nada nem e-mail respondem conta bloqueada

Dear alessandra80oliveira,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at tomas.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas