RocketPlay Casino - Pelaajan kotiuttaminen on estetty.

I tried to have my balance transferred to a total of five different accounts at the aforementioned casino. For some reason, it's not possible. Even with MiFinity, it's not possible. Verification worked perfectly. Now I've read that German banks are blocking withdrawals from Rocket Play due to the State Treaty on Gambling, as Rocket Play doesn't have a license for Germany.

Deposits totaling approximately 2,000 euros were processed without any problems...

Unfortunately, I was not aware that there was no license here.

Is there no way to get the money? I'm at my wit's end.

Ich habe bei dem o.g. Casino versucht mein Guthaben auf insgesamt 5 verschiedene Konten mir überweisen zu lassen. Irgendwie ist es nicht möglich. Selbst mit MiFinity ist es nicht möglich. Verifizierung alles anstandslos geklappt. Nun konnte ich nachlesen, dass deutsche Banken Auszahlungen von Rocket Play aufgrund des Glückspielsstaatsvertrages blockieren, da Rocket Play für Deutschland keine Lizenz hat.

Einzahlungen von insgesamt ca. 2000 Euro gingen ohne Probleme...

Leider war mir nicht bekannt, dass hier keine Lizenz vorliegt.

Gibt es denn keinerlei Möglichkeiten an das Geld zu kommen? Bin mit meinem Latein am Ende.

Dear Denilson1980,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you’ve been having with withdrawing your funds. It must be incredibly frustrating to go through successful verification and deposits, only to face difficulties when trying to access your winnings.

To help us better understand your situation and move forward with the case, could you please provide some more information?

• Did the casino clearly explain why the withdrawal attempts were unsuccessful?
• Were you offered any alternative withdrawal options by the casino, such as cryptocurrency?
• When did you first attempt to withdraw your balance, and have there been any updates from the casino since then?
• Could you please clarify whether your account is currently active and accessible?

If you have any emails, screenshots, or other communication from the casino regarding the failed withdrawals or licensing concerns, please feel free to forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello Dennis,

Thank you for your feedback and for the further clarification.

We understand your disappointment and are here to help you resolve this matter as smoothly as possible.

Please note that the transaction for EUR 3,000 was successfully processed by us. However, if your bank declined the payment, please send us a PDF bank statement dated April 16, 2025, to date, clearly showing that the amount has not been received. This is necessary so that we can escalate the case to our payment service provider for further investigation.

We would also like to clarify that while we do our best to process withdrawals promptly, the acceptance of these funds by your bank is unfortunately beyond our control. If the bank declines transfers, it is the player's responsibility to ensure that valid and compliant banking details are provided.

👉 You are free to use an alternative bank account, as long as it is registered in your name and located in Germany (DE). This could help you avoid the rejection issue you mentioned.

Please note that your withdrawal limit will reset at 00:00 UTC. After that, the remaining balance of EUR 1415.05 will be available for withdrawal.

We look forward to hearing from you.

Best regards,

Hallo Dennis,

vielen Dank für Ihre Rückmeldung und für die weitere Aufklärung.

Wir verstehen Ihre Enttäuschung sehr gut und sind hier, um Ihnen zu helfen, diese Angelegenheit so reibungslos wie möglich zu lösen.

Bitte beachten Sie, dass die Transaktion über 3000 EUR von unserer Seite aus erfolgreich bearbeitet wurde. Sollte Ihre Bank die Zahlung jedoch abgelehnt haben, bitten wir Sie, uns noch einmal einen PDF-Kontoauszug vom 16.04.2025 bis heute zu schicken, aus dem eindeutig hervorgeht, dass der Betrag nicht eingegangen ist. Dies ist erforderlich, damit wir den Fall an unseren Zahlungsdienstleister weiterleiten und weitere Nachforschungen anstellen können.

Außerdem möchten wir klarstellen, dass wir zwar unser Bestes tun, um Abhebungen umgehend zu bearbeiten, die Annahme dieser Gelder durch Ihre Bank jedoch leider außerhalb unserer Kontrolle liegt. Wenn die Bank Überweisungen ablehnt, liegt es in der Verantwortung des Spielers, sicherzustellen, dass gültige und konforme Bankdaten angegeben werden.

👉 Es steht Ihnen frei, ein alternatives Bankkonto zu verwenden, solange es auf Ihren Namen registriert ist und sich in Deutschland (DE) befindet. Auf diese Weise könnten Sie das von Ihnen erwähnte Problem der Ablehnung umgehen.

Bitte beachten Sie, dass Ihr Abhebungslimit um 00:00 Uhr UTC zurückgesetzt wird. Danach steht Ihnen das verbleibende Guthaben von 1415,05 EUR zur Abhebung zur Verfügung.

Wir freuen uns darauf, von Ihnen zu hören.

Mit freundlichen Grüßen,

That is the final answer!

Das ist die letzte Antwort!

Hi Denilson1980,

The casino mentioned they need a PDF bank statement dated April 16, 2025 to today showing that the €3,000 transfer was not received.

• Could you please confirm whether you have already provided that statement?
• It would also help to know whether you have tried using an alternative bank account in your name and based in Germany, as they suggested, and whether your casino account remains active.
• Have you had any further updates from your bank about why the withdrawal was declined?

If you have any emails, screenshots or other correspondence from the casino or your bank, please feel free to forward them to petronela.k@casino.guru.

Thank you in advance for your reply.

The payout has finally worked! That's the end of the issue!

Die Auszahlung hat nun endlich geklappt! Damit hat sich das Thema erledigt!

Dear Denilson1980,

We’re sorry to hear that the withdrawal process took longer than expected.

At this stage, we can confirm that your funds have already been sent from our side. Please note that bank processing times may vary and typically take 7–10 business days.

If you have any further questions, please don’t hesitate to reach out — we’ll be happy to assist.

Dear Denilson1980,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot (link here). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Petronela

Casino.Guru