Rouge Casino - El jugador no está satisfecho con el apoyo del casino.

I'm only put off in the chat, the support doesn't even get back to me...in the reviews of other players you can read that they've been waiting for their payout since January...in the chat you always get the same answer and nothing happens

ich werde nur vertröstet im chat der support meldet sich nicht einemal zurück ...in berwertungen anderer spieler kann man lesen das sie schon seid januar auf ihre auszahlung warten ...im chat bekommt man immer die gleiche antwort und nichts passiert

Hello thereserombach,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Rouge Casino.

Please allow me to ask you a few more question before we would move forward.

Is there any specific issue why you want to get in touch with the casino? Are you trying to request a withdrawal or verify your account? Did this issue caused any money loss for you? When was the last time the casino responded to you?

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

I have to say briefly that the chat reacts but always puts it off and the support doesn't even get back to me after several letters ... yesterday I was promised a confirmation email in the chat about my payment, which I supposedly should have had without success ... today I became a bit more sudden and then the email came in a somewhat unprofessional way...I read through the reviews because I had a strange feeling and asked about my winnings being paid out. It keeps coming up that the test takes 7-21 days what I can not understand ... I have the feeling that they hold back the profit

ich muss noch kurz dazu sagen das der chat reagiert aber immer vertröstet und der support sich nach mehrmaligen anschreiben nicht einmal zurück meldet ...gestern wurde mir im chat eine bestätigungsmail über meine auszahlung zugesagt die ich angeblich schon haben sollte ohne erfolg ...heute wurde ich dann etwas plötzlicher und dann kam die email dann auch etwas unprofessionel verfasst...ich habe mir die bewertungen durchgelesen weil ich ein komisches gefühl hatte und habe nach der auszahlung meines gewinn gefragt es kommt immer wieder das die prüfung 7-21 tage dauert was ich nicht nachvollziehen kann ...ich habe das gefühl das sie den gewinn zurück halten

Hello thereserombach,

I can understand that you might be worried about it - as the casino has bad review on our site as well, but sometimes it is really just delayed and there can be many reasons for it. Did you receive the confirmation from the casino since your last post? If not, we will try to intervene.

Regards,

Nick

Good morning, I got an answer from support...always the same that my payout is being checked and I should be patient

Guten morgen ich habe Antwort vom Support bekommen...immer das gleiche das meine Auszahlung geprüft wird und ich geduld haben soll

Hi there,

Your withdrawal request is pending and will be reviewed by our technical department.

We cannot give a time frame or other details at this point.

Please have extra patience.

The entire process can take up to 21 business days.

Once a withdrawal is requested, the relevant department will generally initiate it within a few business days after reviewing your gaming, financial and account history. This may take a few more business days depending on the withdrawal amount and volume that my colleagues need to verify as all withdrawals are currently undergoing thorough verification.

Kind regards,

Sylvie

Rouge Casino

customer service

Hallo,

Ihre Auszahlungsanfrage steht noch aus und wird von unserer technischen Abteilung überprüft.

Wir können an dieser Stelle keinen Zeitrahmen oder andere Details angeben.

Bitte haben Sie zusätzliche Geduld.

Der gesamte Vorgang kann bis zu 21 Werktage dauern.

Sobald eine Auszahlung beantragt wird, leitet die zuständige Abteilung diese im Allgemeinen innerhalb einiger Werktage ein, nachdem sie Ihren Spiel-, Finanz- und Kontoverlauf überprüft hat. Dies kann je nach Auszahlungsbetrag und Volumen, das meine Kollegen überprüfen müssen, einige weitere Werktage dauern, da alle Auszahlungen derzeit einer gründlichen Prüfung unterzogen werden.

Mit freundlichen Grüßen,

Sylvie

Rouge Casino

Kundenservice

Hello thereserombach,

As the casino is still responsive towards you, I would recommend to wait at least 1 more week before we would move forward. If there will be no update in your withdrawal status, we will try to intervene.

Please let us know in case of any news.

Regards,

Nick

Good morning I thank you very much for your answer and I am glad that you are there for me

guten morgen ich danke ihnen sehr für ihre antwort und bin froh das sie so für mich da sind

Hello thereserombach,

The timer is running out soon. Could you please advise if there is any update regarding the issue? Does it still persist?

The 21 days are over since yesterday and I still don't have my prize and am only being put off

Die 21 Tage sind seid gestern um und ich habe meinen Gewinn immer noch nicht und werde nur vertröstet

my winnings are still not paid out

mein gewinn ist immer noch nicht ausgezahlt

Hello thereserombach and thank you for the update. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, thereserombach,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rouge Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rouge Casino Team,

Could you please state the reason why the player's withdrawal has not been completely processed yet and what is the estimated time frame for processing the payment?

Thank you in advance for providing the information.

We would like to ask Rouge Casino Team 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 will have a negative impact on the casino's rating.

40592153Payout (Bank transfer) 20 Mar 2022 04:03 -2000 In progress

Nadia

Your withdrawal request has the status Pending . Still being processed. We truly apologize for the delay. Sometimes the withdrawal process takes a little longer or less than 21 business days depending on the verification process, current withdrawal volume and banking process. We are sure it will be processed soon, the whole team always do their best to process any withdrawal request as soon as possible.

40592153Auszahlung (Bank transfer) 20 Mar 2022 04:03 -2000 In Bearbeitung

Nadia

Ihr Auszahlungsantrag hat den Status In Erwartung . Wird noch bearbeitet. Wir entschuldigen uns wirklich für die Verzögerung. Manchmal dauert der Auszahlungsprozess etwas länger oder weniger als 21 Arbeitstage, abhängig vom Überprüfungsprozess, dem aktuellen Auszahlungsvolumen und dem Bankprozess. Wir sind sicher, dass er bald bearbeitet wird, das gesamte Team tut immer sein Bestes, um jede Auszahlungsanfrage zu bearbeiten so bald wie möglich.

That couldn't be further from our intentions. We are doing everything in our power to expedite the process. However, as we receive a large number of fraudulent requests, our finance team is very careful and detailed and thorough, which in turn causes delays.

We are very sorry that you are affected by this.

Das könnte nicht weiter von unseren Absichten entfernt sein. Wir tun alles in unserer Macht Stehende, um den Prozess zu beschleunigen. Da wir jedoch eine große Anzahl betrügerischer Anfragen erhalten, ist unser Finanzteam sehr vorsichtig und geht detailliert und gründlich vor, was wiederum zu Verzögerungen führt.

Es tut uns sehr leid, dass Sie davon betroffen sind.

Dear thereserombach,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any news regarding your issue, feel free to let me know about it at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru