Rakoo Casino - Играчът се сблъсква със забавяне при проверката на акаунта.

Hello,

On 2025-01-30, I deposited 20 EUR and won 1900 EUR, but I didn't receive any bonus because Sweden is restricted. I couldn't make a withdrawal because I needed to verify my account, and that's where the problem began. I uploaded my passport, proof of address, images of my Visa card from both sides, and a bank statement. Yesterday, they sent a message requesting proof that I deposited 20 EUR into their casino, which I provided. Today, they asked for another bank statement showing that the payment to their casino was completed, which I have also submitted now. The strange thing is that the deposit proof I initially sent should be sufficient. I am now waiting for a response from them. I have been playing online for over 20 years and have never been asked for so many documents. I have a screenshot of the chat showing all communication with the casino if needed.

Hej ,

2025-01-30 satte jag in 20 eur och vann 1900 eur, jag fick ingen bonus eftersom sverige är restricted. Jag kunde inte göra ett uttag för jag var tvungen verifera kontot och här börjar problemet . Jag ladde upp pass, adressbevis och mitt visa kort fram o bak och bank statment , igår skickade dom ett meddelande att dom vill ha bevis som visar att jag satte in 20 eur till deras kasino vilket jag skickade till dom , idag begärde dom ett till bank statment som visar att betalningen till deras kasino har genomförst vilket jag också gjort nu . det konstiga är att insättninbevis jag skickade till dom borde räcka, nu väntar jag på besked från dom , jag har som sagt spelat online i över 20 år och aldrig fått förfrågan om så många dokument. Jag har skärmdump från chatten som visar all konversiation med kasino om det behvös

Hello saralundgren32,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rakoo Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi, they have now verified my account but it was the worst I have ever experienced, I have requested a withdrawal of 2000 Eur which is pending, we will see what happens with it, the strange thing is when you request a withdrawal by bank you cannot fill in your bank details but they will send you a link with it which they have not yet done

Hej dom har nu veriferat mitt konto men det var det värsta jag varit med om, jag har begärt wtt uttag nu på 2000 Eur som är avvaktande får se vad som händer med den, det konstiga är när man begär ett uttag med bank så kan man inte fylla i sina bank uppgifter utan dom skall skicka en länk med det vilket dom.ännu inte har gjort

Hi we can close this case now becuse i will make new case regarding my withdrawal issue this casino is catastrofic

I dont understand this casino first i hade so much difficult to get my documents approved. Now i have issue with withdrawal, they weird thing is when making withdraw chosing bank information customer cant set their bank details insted you get email link from the casino witch you fill in your bank details witch i did but it did not worked so now im fighting this

Hi please close this case i need to start another case about this casino i have much proof against them regarding my withdrawal

this i recvied yesterday , and today when i ask them the tell me my withdraswal is still processing they are given me diffrent information excuse to not pay out my wins

Hello saralundgren32,

There is no need to open a new case - we can just continue here.

Please keep in mind that just as verification, withdrawals may take up to 14 days as well.

I would advise to wait a week more.

In case the withdrawal would take longer, please let us know and we will try to intervene.

Looking forward to hearing from you.

Regards,

Nick

Dear saralundgren32,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.