Beschwerde #59 RocketPlay Casino

Losses caused by a self exclusion that could be easily lifted

Von Jordan23x

vor 10 Monaten

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 >

Unseriöses Casino RocketPlay Casino

Betrag €5800

Diskussion

AskGamblers

• Support Team

vor 9 Monaten

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that RocketPlay Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

RocketPlay Casino

• Representative

vor 9 Monaten

Dear Jordan23x,

We want to assure you that the case has been carefully reviewed, and we fully understand the importance of transparency when it comes to responsible gaming tools.

As stated on our website, the Cooling-Off Limit used by the player falls under the Personal Limits category (see Screenshot 1). It is also clearly mentioned that the Limits can be amended any time. In contrast, Self-Exclusion by Request is a separate tool that ensures the player's access is completely blocked (see Screenshot 2).

We would also like to highlight that the removal of a Personal Limit does not take effect immediately — it is delayed by 24 hours following the player’s confirmation. This provides the user with sufficient time to either contact our support team or apply a Self-Exclusion instead.

While we aim to be as flexible and understanding as possible, it’s important to distinguish between different responsible gaming tools and how they are designed to function.

We hope this information is helpful, and thank you again for your attention to this matter.

Jordan23x

• 1 Bewertungen

vor 10 Monaten

Dear Askgamblers Team,

I hope you have received the necessary information from RocketPlay and can contribute to resolving the issue.

I truly hope that you stand on the side of the players who need to be protected from behavior like that shown by RocketPlay Casino.

I have been a player at RocketPlay Casino for a long time and was satisfied — for more than 3 years, with deposits totaling over €120,000. But unfortunately, what happened in the end is completely unacceptable. I hope RocketPlay will acknowledge their mistake so that we can soon close this complaint and I can get back the money that was lost due to the error.

RocketPlay Casino

• Representative

vor 10 Monaten

Dear AskGamblers team,

We're sorry for the delayed response. We've just sent you an email with additional details regarding this case.
Please don’t hesitate to reach out if you have any further questions — we’re here to help.

RocketPlay Casino Beschwerde-Statistik

Gelöst 9 / 9

Durchschn. Betrag $3,357

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

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