RocknReels Casino - La cuenta del jugador se cerró.

I deposited $197 into Rock'nReels Casino, which I had deposited into before, but they had, unaware to me closed my account. This was on the 15th January, and they have since then kept telling me that they have sscalated the issue to payments department, but clearly nothing is being done. I have sentr them multiple messages over the past few months, have contacted them via email ( with no response ), and have tried to maintain my composure about it but clearly they are not going to return it.

Hello buzzacat,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rock'n Roll Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that you have deposited into the casino and they blocked your account right after? Did you try to request a chargeback at your payment provider? When was the last time you spoke to the casino and what was it about?

Is it possible to send a link directly to the casino as I could not find it?

Looking forward to your answer.

Regards,

Nick

Ok, so I played on their site, depositing maybe $700-$1000 successfully around 9-12 months ago until January 15th, when I deposited, and then when I went to go on, it said my account was permanently closed. When I asked them, they said it was at my instruction. Natùrally I said "why would I deposit into an account that I closed?", anyway, I just said bugger it, and just refund the money, and it's all good. Since Jan 15th. I have messaged them through the Zendesk feature on the site, which is www.rocknreels2.com, probably every week, and asked what is going on, and I get the same usual response of, we have escalated it or we have sent it to the payments department. I was pretty calm for a bit but have lost my s^#* a couple of times and just said I'd rather them just tell me that they were stealing my money than to give me this sort of treatment. I just wanted the money back, or my account reopened. None of this has been done.

Hello buzzacat,

Can you please forward the communication between you and the casino to nikolas.b@casino.guru for further review?

I've only ever had communication through the chat part of the site. They have never responded to emails, so I can't really forward anything. It's all good, I give up on it now anyway...

Hello buzzacat,

Are you sure you want to close the complaint? We did not contact the casino yet and did not make any conclusion. Please let me know so we can take further steps.

Well of course i would like my money back, but I have no more evidence than what I have given. When I try to contact, i get no response. When I speak on the chat portion of the site, they do nothing to assist me. If you can help of course I would appreciate it....

Thank you buzzacat for all the provided information so far. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello buzzacat,

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

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

Dear Rocknreels Casino,

Can you please provide any reasons why the player's account has been blocked and funds withheld?

Thank you.

Kind regards,

Tomas

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.

Dear buzzacat,

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

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

Best regards,

Tomas