RocketPlay Casino - Pelaajan kotiutus peruutetaan.

My withdrawal of €1,400 from RocketPlay is constantly being cancelled without any specific explanation.

Details:

Deposit via instant/online bank transfer

Multiple payout requests requested

Cancelled every time without a clear reason

No bonus used

Full verification

Same payment method as deposit

I have repeatedly asked support for a concrete explanation and have only received automated standard replies.

I request support and a fair payout of my balance.

Screenshots are available and can be provided.

Meine Auszahlung von 1.400 € bei RocketPlay wird ständig storniert, ohne konkrete Begründung.

Details:

Einzahlung via Sofort/Online-Überweisung

Auszahlung mehrfach beantragt

Jedes Mal ohne klaren Grund storniert

Kein Bonus genutzt

Volle Verifizierung

Gleiche Zahlungsmethode wie Einzahlung

Ich habe den Support mehrfach um eine konkrete Begründung gebeten und nur automatische Standardantworten erhalten.

Ich bitte um Unterstützung und faire Auszahlung meines Guthabens.

Screenshots sind vorhanden und können bereitgestellt werden.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RocketPlay Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you made any payouts from the casino previously? Have you used the same payment method as previous payouts or deposits?
• Have you reached a live agent regarding the issues? Send emails or chat transcripts of your interaction regarding the cancelations of your payout to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your feedback.

Regarding your questions:

• I have not yet received a payout from RocketPlay.

• I always used the same payment method:

Bank transfer (direct transfer).

• I contacted support. The casino canceled my withdrawal every time, claiming I had multiple accounts.

However, I only have one account at RocketPlay.

After I inquired, my account was blocked and I was only refunded my last deposit of €30, instead of my winnings of €1,400.

to pay out.

Attached you will find screenshots of the support communication, the refund, and the account suspension.

Thank you for your support.

Hallo Tomas,

vielen Dank für Ihre Rückmeldung.

Zu Ihren Fragen:

• Ich habe bisher noch keine Auszahlung von RocketPlay erhalten.

• Ich habe immer dieselbe Zahlungsmethode verwendet:

Banküberweisung (Direktüberweisung).

• Ich habe den Support kontaktiert. Das Casino hat meine Auszahlung jedes Mal storniert und behauptet, ich hätte mehrere Konten.

Ich habe jedoch nur ein einziges Konto bei RocketPlay.

Nach meiner Nachfrage wurde mein Konto gesperrt und mir nur meine letzte Einzahlung von 30€ zurückerstattet, anstatt meinen Gewinn von 1.400€

auszuzahlen.

Im Anhang finden Sie die Screenshots der Support-Kommunikation, der Rückerstattung und der Kontosperre.

Vielen Dank für Ihre Unterstützung.

Thanks for the updates and the information provided here and via email.

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• When did you register the account in the casino?
• Have you managed to withdraw any previous winnings from the casino in the past?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)

Looking forward to your reply

Hello Tomas,

Thanks for your feedback. No, nobody else in my household or circle of acquaintances has an account there. I'm the only person who uses RocketPlay.

I created the account on April 27, 2025.

No, that was my first win that I wanted to withdraw. Up until now, I've only deposited and played.

I played slot machines Book of

ra

I had no active bonuses and all bets came from my real money balance.

Thank you so much for your help and support!

Best regards

Gentian *****

Hallo Tomas,

Danke für deine Rückmeldung. Nein, niemand sonst aus meinem Haushalt oder Umfeld hat ein Konto dort. Ich bin die einzige Person, die RocketPlay nutzt.

Ich habe das Konto am 27.04.2025 erstellt.

Nein, das war mein erster Gewinn, den ich auszahlen wollte. Bisher habe ich nur eingezahlt und gespielt.

Ich habe Spielautomaten gespielt Book of

ra

Ich hatte keine aktiven Boni und alle Einsätze kamen aus meinem echten Guthaben.

Vielen Dank für Ihre Hilfe und Unterstützung!

Mit freundlichen Grüßen

Gentian *****

Dear Gentrugovaj

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite RocketPlay Casino representative to join this conversation.

Dear RocketPlay Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Gentrugovaj,

We have carefully reviewed your complaint and can confirm that our system detected multiple accounts connected with you, which is a violation of Rule 6.2: You are allowed to create and own only one (1) account at a time. Creation, possession, or usage of more than one (1) account (hereinafter - "Duplicate") leads to the cancellation of all payments to You and termination of the account(s) in violation of that rule. Any bonuses or winnings received or accrued during the play through using a Duplicate account will be reclaimed by the Casino in full.

According to our policy, the winnings were voided and your deposit was refunded.

Our support team has already provided you with a detailed explanation of the rules and their implications. If you have any further questions, please feel free to contact us.

Dear RocketPlay Casino,

Please send me supporting evidence to miroslava.d@casino.guru.

Thank you.

Dear Miroslava,

We have just sent you an email. Kindly take a look when you can.

Dear Gentrugovaj,

After reviewing the evidence provided by the casino, we find that they have presented sufficient and compelling documentation to support their claim regarding your association with multiple accounts. It is important to emphasize that engaging in such activities is strongly discouraged, as it can lead to similar disputes or account-related complications in the future.

Casinos employ monitoring systems to identify and prevent such practices, ensuring compliance with their terms and conditions. Given the circumstances and the evidence at hand, we believe the steps taken by the casino are justified and in accordance with their policies. Therefore, we regret to inform you that we must uphold the casino’s decision and formally reject your complaint.

We appreciate your understanding in this matter.

Kind regards,

Mirka