Beschwerde #54 RocketPlay Casino

Withdrawal cancellation 2000 NZD

Von Jayne84

vor 1 Jahr

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.

Unseriöses Casino RocketPlay Casino

Grund Abgelehnte Auszahlung

Betrag $2000

Diskussion

AskGamblers

• Support Team

vor 1 Jahr

Dear @Jayne84,

Following a careful review and consideration of your case, the AskGamblers Complaint Team reached the conclusion that, unfortunately, your complaint is not compliant with the AGCCS Guidelines, section Balance played off while waiting to be paid and, therefore, is being rejected. Please keep in mind that following all AGCCS Guidelines is mandatory.

Please keep in mind that while we can understand your frustration and disappointment of probably not being paid within the time frame specified by the operator, it is up to you to refrain from playing until the processing of your payment is finalized accordingly. Instead, you kept playing and lost your balance subsequently which means that unfortunately, you will also lose the validity of your claim against the operator which led to the rejection of the complaint.

And while we understand this might not be the outcome expected by the complainant, we would like to remind you that in case of disagreement with our decision further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Jayne84

vor 1 Jahr

To Rocketplay

Yes i received automated emails after requesting refund but as I mentioned, these emails said for me to use the method I used to withdrawal (my Visa card) which I had already tried and was declined. Then I attempted to put through withdrawal using skrill and again same thing, i received an automated email of the withdrawal being cancelled and I must use the same method I used to deposit. I tried again and this time used bank transfer method and again same thing i received an automated email and it was cancelled and it said i must use the same method I deposited funds from. All these automated emails i received all mention for me to contact support department via email which I did but no response.

You are incorrect. Putting the blame on me is definitely the wrong thing to do. I have all the proof I need and can provide it if need be.
I definitely followed all the right steps but still I was declined.
So because of all that i experienced I googled RocketPlay at here I found via reviews that I wasn’t the only one experiencing withdrawal issues. Issues that still haven’t been fixed on your end. A fault of RocketPlay not me or the others.

Because I never received any response or help from support department or anyone from RocketPlay and because of all I experienced and found they are a scam website as mentioned by others on reviews I used the funds and I will not be depositing any more funds on RocketPlay and I’d like my account fully closed.

To all other players - Do not trust this website otherwise you will be wasting your time and you will encounter the same problems as me and all others. Check out reviews first before you become a customer of theirs.

Take responsibility of your wrongs and fix it RocketPlay instead of putting the blame on myself and others. Own it and fix it !!!

Jayne

AskGamblers

• Support Team

vor 1 Jahr

Dear @Jayne84,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected 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 complaints 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.

RocketPlay Casino

• Representative

vor 1 Jahr

Dear Jayne84,

We are sorry to hear about your experience. However, based on our current records, there are no funds available in your account at this time.

We have thoroughly reviewed your case and would like to share a detailed explanation regarding your withdrawal attempts:
- We contacted the payment provider and received confirmation that the transaction to your card cannot be processed from our side. As a result, our support team reached out to you and proposed an alternative withdrawal method to help resolve the issue.
- Your second attempt was rejected because you tried to withdraw funds to a different wallet than the one used for the original deposit, which does not comply with our security and withdrawal policies.
- You then requested a withdrawal to the same card used during the first attempt. At this point, our support team reached out and informed you that this card was not eligible to receive payouts. You were advised to use bank transfer as an alternative.
- You proceeded with a bank transfer request, but unfortunately, the account number was not provided in the required format for a successful payout. Our support team reached out again to assist you with this, but the guidance was not followed.

Following these unsuccessful attempts, it appears that the remaining balance was played and lost. At this stage, we are unable to refund the funds, as a valid alternative withdrawal method was offered in accordance with our site’s terms and conditions.

Should you require further clarification or assistance, our support team remains available to help.

RocketPlay Casino Beschwerde-Statistik

Gelöst 9 / 9

Durchschn. Betrag $3,357

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

RocketPlay Casino Beschwerden

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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.

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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 >

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

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