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RocketPlay Casino - Took my funds after wagering requirement has been met

RESOLVED

Complaint Info

Disputed casino

RocketPlay Casino

Reason

Bonus removal

Amount

€ 1116.36

danjo2008 Switzerland Message
Posted on March 1, 2022

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.

Posted on March 3, 2022

DANJO2008, hello! We have credited €1116.36 to your account. Thanks for your feedback. It helped us further improve the work of our support specialists. In the future, we will make the marketing activities description more transparent and clear.

AskGamblers
Posted on March 3, 2022

Dear @danjo2008,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

danjo2008 Switzerland Message
Posted on March 4, 2022

Good day, I have receive the credits.
This case is solved, thanks RocketPlay casino for the fast respond and taken action.

Have a good day everyone.

AskGamblers
Posted on March 4, 2022

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

RocketPlay Casino Complaints

  • 5 of 5 resolved
  • 1 day avg response
  • 4 days avg complaint life
  • 2,240 USD avg amount

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