Complaint #66 RocketPlay Casino

Won't let me verify

By HomeEven

1 day ago

I recently signed up for Rocketplay Casino, and after some deposits I thought I should verify myself, as I usually do after playing for a while. They have an automatic Verification tool "Sumsub", basically upload the required documents and it'll auto-scan and so on. From the very first upload I got declined, only for the passport though, it gave a green check-mark for the Proof of Address (a bill) and Liveness Check, though it gave no reasoning or anything for declining the passport, just "Declined and Contact Support". Which I did of course, and that's where the email chain(s) start, with "EmailChain1.png".

I had one chat initially, before the emails, but as I didn't think there was a bigger problem I didn't take screenshots of that chat, though they more or less just said try again and email us if not working. Everything after that is what's documented in the screenshots.

Chat1-10 are after the email chains, NewChat1-3 is after the former, and ChatIgnored1-2 after "newchat". All chats are from the day it transpired, Friday 23.10.26. At the end of the chat I highlight with my mouse-cursor the timestamps.

For me personally I wished it was all solved, and as you can see I have a positive balance, and if the verification went through this message and claim wouldn't even exist. I offered every solution to the extent I could (e.g video chat), but it's like talking with a -repeating- brick wall.

After the, especially last, answers in EmailChain1 I genuinely suspected that's it's a scam driven by some guys running it all with AI bots, though if so I have no idea how they seem so organic on other media (your site, Trustpilot etc), but I've only been given this kind of treatment by rogue casinos in the past..

My claim is that as long as I can't get verified, as willingly as I am to be so, I wouldn't be able to withdraw any possible winnings, and as such the service itself is rendered useless for me and I would want my deposits back at least.

I added all the different passport photos I sent them, plus email exchanges etc. Though I wasn't able to upload the .dng (RAW photo) file of my passport as it is about 50mb large, but I can forward it to you in an email if you reach out to me with an address.

Thank you!

Best regards,

< full name removed >

Disputed Casino RocketPlay Casino

Reason Verification issues

Discussion

59 hours left for RocketPlay Casino to respond.

There are no replies at the moment.

RocketPlay Casino Complaint Stats

Resolved 9 / 9

Avg. Amount $2,584

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

RocketPlay Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 7 days, while the average duration across all operators is 8 days.

Complaint Status

59h left

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RocketPlay Casino Complaints

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Withdrawal blocked by impossible demands and IBAN discrimination

I am reopening/filing this complaint because Rocketplay is making it impossible for me to withdraw my winnings of 25,000 NOK. I have tried to resolve this in chat multiple times, but I only get robotic, copy-paste answers.
The issue with my deposit method:
I deposited 6,000 NOK using a virtual Revolut Mastercard. This card is now terminated and closed and its only for one time use for my own safety. But the issue is that they wont pay back enyhow to my original Revolut card ore back to my Revolut bank.

The Casino’s unreasonable demands:
The casino refuses to pay out to my Revolut account (IBAN), even though they accepted my deposit from this bank. They claim they can only pay to a bank in my registered country Norway.

I have explained to them multiple times that Norwegian banks are legally required to block transfers from gambling sites. By forcing me to use a local Norwegian bank, the casino is knowingly sending my money into a situation where they will be blocked or lost.

Lack of solutions:
I have been very proactive and offered several safe alternatives:
Manual SEPA transfer to my Revolut account (LT-IBAN).
Withdrawal via Crypto (LTC/USDT).
Withdrawal via E-wallets (MiFinity).Jeton ore luxonpay.

The casino refuses all of these and just repeats the same script about local bank transfers. It feels like they are intentionally obstructing my withdrawal.

I want Rocketplay to act responsibly and let me withdraw my 25,000 NOK via a method that actually works for a Norwegian player (Crypto, E-wallet, or Revolut SEPA.

In Norway, the government has strictly instructed banks to block all transactions to and from gambling companies. This is why a local bank transfer is not a viable or safe option for me, and why I used Revolut in the first place.

As a licensed operator, the casino has a Duty of Care to provide functional withdrawal methods. Insisting on a method they know will fail (a terminated card) or a method that is legally blocked (local bank) is a breach of this duty. I have attached all my evidence about this issue from the chats and you can clearly read between the line that it is no cooperation.

Resolved

kr25,000

Delayed payment of 7k

I signed up for, got fully verified and then made many deposits totalling 8k to this casino. I won and lost, finally setting on withdrawing 7k via 3 deposits. One on July 27, the other 2 on July 29. They were accepted and went to processing status. Where there’s been no movement. This is where things get interesting, I have several chat agents telling me 1-3 days to wait for interact withdrawal, another telling me 7. And nobody wanting to inquire. Today is day 5 and once again, I was told to wait.
This feels like a delay tactic. I’ve played at many casinos and all previous Interac withdrawals are done almost immediately.

Resolved

$7,000

Losses caused by a self exclusion that could be easily lifted

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 >

Resolved

Withdrawal cancellation 2000 NZD

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.

Rejected

$2,000

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

Hello. About 4 weeks ago I registered and decided to play at Rocketplay casino. I made a deposit of $1,000, played and won $4,000 with small bets. I put money up for withdrawal and they cancelled the withdrawal and asked me to send documents for verification, I sent everything that was required and the verification lasted about 2 days, then I received a letter that my account was verified and I could withdraw money. I put money up for withdrawal a second time and I received a letter that my withdrawal was approved and the funds would be credited to the specified wallet within 24 hours. But more than 24 hours passed and no money was received. I wrote to support and they replied that my withdrawal was still being processed and I had to wait some more. After some time, I decided to log into my account and imagine my surprise when I logged into my account, I saw the inscription your account is blocked. I started writing to support and they replied that your account was closed based on rules 11.3. I asked to provide the exact reasons (because I was completely confused and simply did not understand the reason for the blocking, I read all the rules and conditions of the casino and once again made sure that I did not violate anything). I also asked when they would withdraw the money from my account? Support replied that I needed to go through verification again, under the fictitious pretext that my full name was not indicated in one of the documents (before that they sent me a letter that my account was fully verified), I checked all the sent documents again and my full name was visible everywhere. But I went to meet them, thinking that incompetent people work in the support service and for several days I sent documents, selfies with documents, selfies with documents and signs, etc. (and each time they hypocritically wrote that you are one step away from completing verification) As a result, two days ago I received a letter that, based on some point of the rules, Player Account and suspend and/or cancel all payouts to the player. Without explanation, without violating any rules on my part, they stole both my deposit and my winnings.I have selected 9 screenshots that show the chronology of events. I also have screenshots of the correspondence in the online chat (there are many of them) which show the full picture of what happened.

Ivan Ivanov

Resolved

$4,336

I deposited $30 and the money was gone from Paysafe and not credited to my account.

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.

Resolved

$30

RocketPlay does not want to verify my account

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

Rejected

$1,500

False and misleading information about Valentine's Day

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.

Resolved

Balance was reduced from €5.700 to 700 after meeting wagering requirements

On june 15th i received an promotional-offer from RocketPlay. The offer was available after login without entering any specific code or similar while depositing.

Before i made the concerned deposit I studied the T&C's (https://rocketplay.com/de/bonus-terms-and-conditions) to make sure i fully understand the conditions which are attached to the previously received promotion.
I was not able to find a max cashout for this certain promotion, not in the E-mail I received, nor anywhere on the Site itself. Only max. bonus amount, max. bet, and wagering itself we're transparent and clear.

Wagering requirement was a little over 12k, which I managed to achieve. At this moment my balance was up to approximately €5.7k - after the last spin to fulfill the wagering-requirement was done, my balance was reduced automatically to €700.

Immediately I approached a support-agent via livechat, which was not as supportive as i expected. The agent told me that us, as users, need to contact Livechat and ask for the specific bonus conditions - never heard of such a thing before. Within the conversation i asked for my complaint to be submitted to the management of RocketPlay. The answer I received is similar to the one from the support-agent i received earlier in live-chat, which is clearly not acceptable for me.

A user needs to be informed about the particular conditions of a promotion within the promotional-mail itself or the websites t&c's. This was obviously not the case, so I have to consider this as false advertising.

I kindly ask the management of RocketPlay to reply to my complaint, respectively to restore my balance of round about 5.700 €

chat-transcript, mail from management-staff and promotional mail are already attached.

Resolved

€5,700

Took my funds after wagering requirement has been met

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.

Resolved

€1,116