What excuse did they give you after you gave them your statements? Coz they tried to tell me that they need my statements in order to escalate to withdrawal team, to prove I didn’t receive my withdrawal. It’s ridiculous coz they refuse to provide proof that they even processed payment and keep telling me the proof is my transaction history in rocknreels. I told them transaction history is not proof, a receipt is and they just repeat the same thing about needing my statements.
Yeah I sent my statements in a pdf version last week but no one has got back to me still
The key point of how we define safer casinos is based on your direct interaction through our Resolution Complaint Center. To put it really straightforward here, if the casino fails to pay out legitimate winnings, there will be consequences. As a final result, such casinos may end up with a terrible reputation which will have a negative impact on their trustworthiness.
Though I understand it may feel like a waste of time, we deeply care about the whole process and truly do our best to save what can be saved.
Quoting from the manual:
Step 1: Player fills out a complaint form and submits it.
Step 2: We analyze the complaint and player's responses in the form and take a look at the casino and its T&Cs.
Step 3: We write a complaint description for our system and ask the player any additional questions to understand everything well.
Step 4: Based on everything we know, we try to give advice to the player to see if the situation can be resolved easily, without contacting the casino.
Step 5: If it is needed, we invite the casino to join the conversation and provide their side of the story.
Step 6: Based on the outcome, we close and classify the complaint, which will influence how the casino's Safety Index will be affected.
(https://casino.guru/how-we-resolve-casino-complaints 👈)
Since the whole process is free, the only investment will be your goodwill to cooperate, I wouldn't hesitate.
Please consider it.
Yes all of us here have been told same thing as well as a few others I'm speaking to elsewhere. My complaint is filled however have not heard back from you guys. Like other person has stated really what can you guys do there obviously not paying I've been told dates that money will be in and it just comes and goes and then they start again. The casino will shut and there gone. The weird thing is why string us along and give us false hope is there some sort of punishment if they just shut the doors where all verified all withdrawals had been processed apparently the. Reprocessed I've provided bank statements as asked. I've had multiple withdrawal for years before this happened as has everyone else too. They are liscensed to Curacao.
Kindly mind my response to a fellow player.
We may not be capable of saving the money, but your efforts may help others evade the same disappointment.
This is something we can't achieve without player's cooperation.
I was just about to file one, I don’t think rocknreels are properly licensed? One of the questions ask if there is the CEG logo on the website. I can’t find a logo on the website but think if we click no then it’s an automatic reject.
If I may add a detail concerning this CIL license - it's actually a piece of "paper".
The more detailed explanation is in the guide 👈 if you mind.
"As the C.I.L. does not have a website, there is no list of authorized operators available. Instead, some (not all) C.I.L. licensed casinos display the authority's logo and a link to a license certificate. This is usually just an image that has been added by the casino themselves and can have any URL as one is not provided by the authority. Consequently, this can easily be falsified and the only way to completely guarantee the authenticity of this license is to contact the C.I.L. directly."
I’ve been trying to submit the complaint but the bar that says "submit complaint" won’t work when I go to submit everything
There shutting down though so no one else will be in our situation it's very wreckless of them
I’m guessing no one has received their withdrawals today either?
Has anyone spoken to support today? What’s their reason since they reassured us it’ll be in our accounts within this week. I’m still waiting for them to respond to me
Said wait for this Arvo tonight come back to me tomorrow so lies more lies
I’m waiting a response as they said it would be in within the week. No specific day.
Last week they said before the end of this week to me mate .
it was rescheduled on the 23rd apparently
Yeah I’ve been waiting since the 19/3 and they said it would be finally transferred and received within this week but it’s 4:30pm on Friday so I’ve lost hope now
Same mate usually I get payments by 3.30 I’ve been waiting since the 11/04
Have about 8 withdraws since then around 8-11k
Fucking dogs , there’s not much we can do I can’t find who the ceo or what other company’s they’re linked to
Just received this 
then this
That’s just a generic reply, I’m starting to think those supports are bots and not real people. It’s the end of the week so what do they mean within the week. Money won’t be in over the weekend coz it’s not a business day
Yeah honestly if they had transfered last week like they said we all would have it by now , unless a miracle happens and it comes in later tonight
Since 19/3? Wonder when did they stop paying people out
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