Casino Rocket - Zahtevi za povlačenje igrača se više puta odbijaju.

Customer vip management and finance departments. Decieved, mislead scamed regarding withdrawal policies, withdrawal limits that and the process. Clearly states in my cashier section that $6000 Aud is max withdrawal but I wastold I had to make $1500 requests over 2 days and 1 $1000 request day 3. After submitting to there refusal to honour the information stated on there site I submitted 2 x 1500 and instead of clearing 1 request and denying one request denied both again. And returned all funds again....... failed to change my bank account to ensure a smooth withdrawal. And still today,has not been adjusted Countless withdrawal requests rejections, and no regard or any protection in order to safeguard my ballance, rejecting amd returning wveryvwithdrawal attempt i comunicated my concerns of delays and bullying tactics being used ,n attempt to pray on a customer's gambling addictions and or frustrate them out if continuing with effort to claim winnings. I have proof of incidents vip management transcripts and screenshots. I have tried resolving this matter internally ,but it has now apparently been in review for 2 weeks and 5 days and my ViP managers are have recently started ignoring all my emails even after stressing the need for a reply to enable me to begin proceedings with other avenues, and seek some type of professional help, and relieve me from this high stress and anxiety thats been compounding and starting ro affect my mental health. This is not the 1st time that delays and tactics have been practised to sabotage withdrawal attempts. which brings me to be 100 percent positive I've been victimised in the same way previously and they should be held accountable, for taking account of my game history and habbits to reject and frustrate me down the path of a loss and chase till a withdrawal is no longer. Required.

I have all transcripts and evidence to support my claim

Dear Tera,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

The maximum withdrawal limits per transaction / in 24 hours / week / month are determined as follows:

per transaction: €1000 or equivalent in other currency;

in 24 hours: €1000 or equivalent in other currency;

per week: €5000 or equivalent in other currency;

per month: €15 000 or equivalent in other currency.

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do you currently have any pending withdrawals?
• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?

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

Best regards,

Kristina

Hi Kristina, thankyou for your reply.

Changes to your terms and conditions regarding decreased withdrawal limits need to be updated in the websites cashier pages. The screenshot I have attached clearly states the Australian withdrawal max request is $6000. Either your supplying false withdrawal limits to attract draw on customers. That is red flag scam alert behaviour and immediately I became suspicious as I have encountered multiple issues trying to withdraw before, and my game history will show that previous issues withdrawing has seen me play winnings through, and they are fulky aware itjis is a possibility and exploit this through delays amd misleading bully tactics. Afterc4 weeks plus requesting my bank details be changed and submitting all relevant documents....... that where approved 2weeks ago, my bank details have not been corrected and I'm unable to even successfully submit a request without a delay from the start.

Yes I have been fully verified and have been a active VIP member for over 10 yrs. I have made successful withdrawals a long time ago one to the amount of $8,000 by memory. And my withdrawal is not pending anymore as I was refused repeatedly until I played it back through.i now have a complaint pending over the request of $4,0p

And there lack of safeguarding and deceitful processing. Like I said they knew exactly what they where doing and outcome the where trying to achieve... never bebefore had I tried to assure a safe and quick withdrawal as this tine and was still blocked , rejected mislead decieved and supplied false information. I involved my vip manager immediately after winning and asked him aro assure a quick and easy process which he assured me i also expressed concerns of there delaying tactics currently and previously experienced..... delays have continued theough the review of the situation and has now been 3 weeks under review,hoping I go away.

After submitting my withdrawl for $4000, I contacted my " VIP " Manger and requested he over seen the process to avoid previously experienced tactics. I then submitted my bank statement as new account and proof of deposit and address and final submitted all valid debit cards. I then contacted VIP and confirmed my document submissions and further asked him to if anything else was required. I revieved a reply telling me no further documents where required but he SUGGESTED that I cancel my request and resubmit 2 requests for 1500 and 1 for 1000 as these amounts where essier to process and avoid the security checks ..... I then submitted 3 different requests and the 3rd of $1000;was returned to my wallet and I was emailed with an apology for his explanation in email, but it's 1 transaction per day and 3 days to withdraw $4000. I then exoressed disappointment in his tactics being displayed and told him I wanted all money withdrawn and I would resubmit $4000 and the back and forth debate over the max limit ensued. Finally I gave in and resubmitted the 2 request for $1500. Without any more email contact these requests where rejected and returned to My wallet again. I asked if there was a problem why didn't they approve one and deny the other instead of rejecting both?? I was then told ro resubmit 1 request for $1500 i once again accused them if tactics used to purposely delay praying on people addictions or frustrate them into a brain explosion and loss of any funds or withdrawal need....i was then informed of thr weekend after hrs period and Xmas holidays so it would now be a while till I get a responsebon the sittuation....... my head once again exploded and like the wanted I ended up playing amd losing the entire balance without any further reply.... this is ongoing from this scam casino

Any updates on this matter?

Thank you very much for your reply, Tera. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi Kristina, I have forwarded emails through to your address. Please advise me if you require anything else

Could you please clarify how much money you currently have in your casino account? Do you have any pending withdrawals?

I have a ballance of $A 0.01 with no withdrawals pending.

Do I understand correctly based on the communication between you and the casino that you lost all funds after they were returned to your casino account?

Yes

I am sorry to hear that. Sadly, since you have lost your winnings, I’m afraid, there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if you could withdraw on the first attempt but at this point, we cannot ask the casino to refund your lost winnings. We would really like to help, but it is impossible this time.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.