Losses caused by a self exclusion that could be easily lifted

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.

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.

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

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.