Reclamação #4 RocketPlay Casino

Premio nao recebido, me dar os 100 euros

Por evelinc

há 3 anos

No dia 9/2 recebi um e-mail me informando que havia ganhado 100 euros na loteria do dias dos namorados, que era para que entrasse no meu perfil que o premio estaria lá disponível. mas quando entrei não havia nada.

tentei entra em contato com suporte no cassino ao qual não obtive resposta, então enviei ume e-mail para suporte pois pelo cassino nunca tem atendentes disponíveis, o suporte respondeu meu e-mail dizendo que foi um erro premio que eles haviam se enganado e que me dariam 15 rodadas grátis em um sloot, rodadas grátis ao qual não são grátis pois só estão disponível mediante deposito, entrei novamente em contato com suporte mas sem resposta como sempre.

Quero o premio que ganhei e não vou pagar por nenhum bônus que me enviaram como compensação por não me dar os 100 euros tenho todo os email com a comprovação do premio só não conseguir colocar aqui pois diz que não aceita meu tipo de arquivos

Cassino em disputa RocketPlay Casino

Motivo Outros

Valor €100

Discussão

RocketPlay Casino

• Representative

há 3 anos

Hi EVELINC !

Queríamos animar-vos e desejar-vos um feliz Dia dos Namorados, mas por causa do factor humano, em vez de emoções positivas, fizemos uma pequena confusão.
A nossa equipa reparou que, por engano, o boletim informativo desactualizado foi enviado a um grande grupo de jogadores. Por isso, pedimos prontamente desculpa a todos. Não há batota nisto - foi um erro humano.
Reconhecemos isto e voltamos a pedir-vos desculpa aqui. Esta situação obrigou-nos a rever os nossos processos de trabalho e a assegurar que isso não voltará a acontecer no futuro. Continuamos a preparar actividades excitantes para lhe trazer emoções mais positivas e divertidas.
Obrigado pela vossa compreensão e pelo vosso feedback. Ajuda-nos a melhorar.

Atenciosamente seu, RocketPlay Casino.

AskGamblers

• Support Team

há 3 anos

Caros,

A reclamação foi reaberta por conta da solicitação do RocketPlay Casino, e a Equipe de Reclamação do AskGamblers gostaria de oferecer mais uma oportunidade e ajudar ambas as envolvidas na disputa a alcançar uma solução satisfatória.

Raio-X do RocketPlay Casino

Resolvido 8 / 8

Valor médio $3,143

Duração média da reclamação 7 dias

Resposta média 2 horas

RocketPlay Casino Reclamações

Veja todas as reclamações deste cassino

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.

Resolvido

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.

Resolvido

$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 >

Resolvido

€5,800

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.

Rejeitado

$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

Resolvido

$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.

Resolvido

$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

Rejeitado

$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.

Resolvido

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.

Resolvido

€5,700