Won 26th Jan contacted after 7 days they said it can take up to 21 business day so I waited no email only to advertise there bonus game I contacted them as it said it is still pending on my account they just said no update that's it nothing more couldn't tell me when I recieve it.

I ask them to send an email to update me on when I will recieve it, nothing has arrived.

Dear Susan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm that you passed the KYC verification?

If there is any relevant communication between you and the casino, please forward it to [email protected], or alternatively, post it here.

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

Best regards,

Kristina

Thank you very much for your email, Susanfoster. Do I understand correctly that you requested the withdrawal via bank transfer?

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello

The only option to withdraw was bank transfer I gave them my Bac details

It is still showing that it is pending.

Thank you for your help

Susan

Thank you very much Susanfoster for your reply. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Susanfoster,

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 fully processed yet and when can she expect 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.

Dear Susanfoster,

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.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, www.kpvfaw.com