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


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Casino en conflicto

RocketPlay Casino


€ 5700

Publicado el 17 de junio de 2022

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.

Publicado el 20 de junio de 2022


We sincerely apologize for the inconvenience this issue has caused you.
Your balance is now restored with 4919,91 EUR on a real balance.
Thank you for drawing our attention to the problem of the absence of the maximum cashout for this certain promotion. We solved this issue and indicated the maximum win amount on the T&C page (clause 26).
We will take steps to prevent it from happening again by paying strong attention to T&C details.

RocketPlay should be a comfortable place to spin, and because of your feedback, we are able to improve and provide you with better services.

Publicado el 20 de junio de 2022

@rocketplay thank you for your quick reaction, your apologies and the measures you have taken in order to prevent such things from happening again.

@askgamblers thank you for your service

This case is solved.

Publicado el 20 de junio de 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.

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