Hi, i made a withdrawal with this casino after completing the wagering. My account was verified straight away as i sent all documents on the KYC section. I was told to wait between 7-21 working days for my cash out. I made the request on the 20th March 2022 and the casino has stopped responding to my emails. They used to respond a couple of times a week saying they had too many requests and we working through them but they havent replied for over 2 weeks.

Dear Mitch,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Have you accumulated your winnings with or without an active bonus, please?

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

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. I go the winnings after wagering a deposit bonus

Thank you for your reply, Mitch. Do I understand correctly that this was your first withdrawal attempt? What payment method to withdraw your winnings have you opted for?

Hi. Yes I made a lot of deposits first. My first withdrawal request through bank transfer

One last thing, Mitch - could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Hi. It still says awaiting. When you contact live chat they say that they are nothing to do with the payment team so don’t have any updates

Thank you very much Mitch for your reply. I will now transfer your complaint to my colleague Viliam ([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 Mitch,

I looked at your complaint and will do my best to help you. I would like to invite Rouge Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

We would like to ask the Rouge 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.