They blocked the account and do not pay the deposit and winnings

Dear Sir or Madam,

On July 19, 2025, after a win, I placed a one-month self-exclusion at RocketPlay Casino. Due to my gambling addiction, I immediately attempted to cancel this exclusion — and unfortunately, it was very easy to do. I was simply able to click “delete,” and by July 20, 2025, my account was reactivated.

Following that, I deposited approximately €5,800 and lost everything. I am truly desperate, as I urgently need this money. In my opinion, it is highly irresponsible that I was able to lift a time-limited self-exclusion so easily by myself. This has nothing to do with proper player protection, and I am asking for your help in getting the money back.

I hope you agree that the casino acted improperly in this matter and failed to take player protection seriously. Please, I kindly ask for your assistance.

As evidence to support these claims, I am attaching several screenshots. These show my account details at RocketPlay, the deposits made after the self-exclusion was lifted, and the emails I received — one confirming the creation of the timeout, and another the following day confirming that it was canceled.

In conclusion, I would like to emphasize that it should not be possible to cancel a self-exclusion so easily. The purpose of self-exclusion is to protect players like me. If I can simply remove it myself, it becomes completely ineffective. I hope you understand this and can help me recover the losses caused by the casino’s failure to uphold proper responsible gambling practices.

Kind regards,

< full name removed >

My verification process has been accepted on this website.

I have tried different attempts to withdraw my funds, but it keeps coming back “Withdrawal Cancelled” and says for me to withdraw to the payment method I used to deposit. So I tried this again, then it was declined again.

I have just put a request through to withdraw via bank transfer and am awaiting a response, but I am putting through this complaint to have the issue resolved so I can receive my funds.

I have emailed you multiple times about withdrawal, but no response.

Please kindly resolve the issues on this website for the withdrawal.

Please, Rocketplay, it really needs to be sorted as it can be frustrating for me and a lot of other players with the same problem.

I deposited $30 on the 16th April via Paysafe to rocketplay.com the money was gone from Paysafe and not credited to my account. I've made numerous pleas with them to remedy this and have contacted Paysafe with no response after numerous attempts and nothing in return.

I'm very frustrated at this I am a very loyal player and find it very frustrating also with contacting Paysafe as they have limited options in doing so.

The casino should refund me and they can get compensation from paysafe as paysafe work for them as a payment provider.

I had a very bad experience with RocketPlay casino.

I opened an account, deposited money, got the bonus and after playing some slots I hit a $1500 prize after which when I tried to make a withdrawal I was asked for every possible kind of documentation which naturally I provided.

My account is verified and after that, they asked for a selfie which I also made and loaded then again my withdrawal was not processed.

Now they are asking for a selfie with my eyes moving or showing an eye movement. This is when I lost all my sanity and I do not understand how someone can be so manipulative in order not to pay me my winnings. Has anyone gone thru a similar hardship?

Please advise

Hi I was congratulated on a prize and then denied and told it was a mistake.

I feel mislead I have deposited a lot of money into Rocketplay and have not made a withdrawal and it has left me thinking if I won big they would say the same that it was a mistake apologize but still keep all the money I deposited.

I feel scammed and hurt.

Good day,

I made a deposit on the 23..2.2022 using the bonus code I have receive.

As always I went through the T&C to make sure there are no issue while wagering the balance. I could not find a max possible winning after wagering anywhere, not on the E-mail I have receive or on the T&C or anywhere under my bonus profile.

Once I have completed the wager, to my surprise around 1100 Euro has been removed from my balance, I contacted the support ASAP. In which he told me he can see in "his" panel that there is only a possible winning of x2 of bonus amount(on a x40+ wager req. or something, which is absurd). I told the supporter that there is ZERO info for the client to see that there is a max winning amount from this deposit bonus anywhere and if there was, nobody would bloody make a deposit to wager a x40+ fold for just a messy double the bonus deposit winning.

It's clearly false advertising and the client NEED to be inform if there is such a max winning T&C, but in this case there just wasn't any, any that's possible for the client to see, to read and agree to it.

Since it is not within the supporter decision to return the removed fund to my balance, I would like to publish the complaint to get in contact with the casino manager and also to have my missing 1100(possibly even a bit more, since it happened unexpected, but whatever.)

I'm attaching the files of the E-mail promotion, balance status and the conversation with the supporter.

Looking forward to RocketPlay Casino reply.

Best regards.

*Support chat file order: 7 - 6 - 5 - 4 etc.

I've been waiting for my payout, I won $4900 (ish) 28 Hours ago, Spoke to support about their payout times and they stated 0-12 Hours, then I followed up in 12 Hours and they said it can be up to 24 hours. I uploaded and verified my documents upon sign up, submitted proof of payment and everything immediately. They state in their terms and service the time for pending is 24 hours and we are well past that. When I spoke to support the second time yesterday they were very unprofessional, childish, and dense to any questions I had as getting any answer out of them is like pulling teeth. I wanted to clarify if the documents I uploaded were correct without mistakes as they are not clear on which are approved and which are, they won't mark them all "adopted" but when you speak to support they confirm they are all good to go, I simply asked if there was anything I can do to help my withdrawal to let me know. In return all they do is copy and paste a script of Jaded Points of TOS and put no effort into assisting your issue and giving a human response.

They told me a time, I did everything I needed to do promptly, they still have not paid me and its past their Stated Timeframe, I won fair and square so I expect them to pay up.

They don't use any timestamps on their site and they don't provide chat logs conveniently, I'll provide the proof I can in my account.