RocketPlay Casino - general discussion (page 5)

What do you like to say, please?

I know people say a picture is worth a thousand words, but I'd say this is a different situation.

Is there something wrong?

I didn't catch the meaning either.

Update on my experience

so it seams that the calculations on cashback bonuses are not quite as transparent as Rocketplay make out. So I am currently at a 7% cashback. I don't accept deposit bonuses from this casino or any other for that matter. The main reason being I don't like being trapped into the wagering conditions of minimum x40 rollover. I will however take the occasional free spins they have on offer knowing that the x40 roll over conditions will never be met. However like most of us I like to gamble. So when taking these free spin bonuses its more for the entertainment of seeing how close I can get to making these bonus wagers.

I do take the Cashback Bonus offered as it's only a x5 roll over and that is definitely achievable and I've had a lot of withdrawable big wins by doing this with other casinos in the past . But it seems that the way these cashback bonuses are calculated by computer algorithm are definitely not what Rocketplay tell you in there bonus terms and conditions and trying to get your information on deposits, amounts wagered, bonus amounts accepted and withdrawn funds that contribute to this is pretty much impossible. I get told one thing from one agent and another from another agent. I have never had an issue with being able to access this kind of information on my accounts held with other casino's in the past.

Especially being that the information is regarding only personal to my own account. I have contacted Rocketplays support team in regards to accessing this information, but I am still waiting for a reply from them.

Lets say I'm back on the hunt for a casino accessible to Australia that is transparent to their customer's and hold up to what they offer.

Stay turned for more updates and hopefully a few answers to this thread.

Update on my experience

so it seams that the calculations on cashback bonuses are not quite as transparent as Rocketplay make out. So I am currently at a 7% cashback. I don't accept deposit bonuses from this casino or any other for that matter. The main reason being I don't like being trapped into the wagering conditions of minimum x40 rollover. I will however take the occasional free spins they have on offer knowing that the x40 roll over conditions will never be met. However like most of us I like to gamble. So when taking these free spin bonuses its more for the entertainment of seeing how close I can get to making these bonus wagers.

I do take the Cashback Bonus offered as it's only a x5 roll over and that is definitely achievable and I've had a lot of withdrawable big wins by doing this with other casinos in the past . But it seems that the way these cashback bonuses are calculated by computer algorithm are definitely not what Rocketplay tell you in there bonus terms and conditions and trying to get your information on deposits, amounts wagered, bonus amounts accepted and withdrawn funds that contribute to this is pretty much impossible. I get told one thing from one agent and another from another agent. I have never had an issue with being able to access this kind of information on my accounts held with other casino's in the past.

Especially being that the information is regarding only personal to my own account. I have contacted Rocketplays support team in regards to accessing this information, but I am still waiting for a reply from them.

Lets say I'm back on the hunt for a casino accessible to Australia that is transparent to their customer's and hold up to what they offer.

Stay turned for more updates and hopefully a few answers to this thread.

Hey there.

Could you paste in both answers you got from the operators? I'd say this is the main thing missing.

Aside from the reply from its support team, of course.

First agent

Wed, 9:45 PMAgent profile picture

RocketPlay bot.

Dear friend, please hold on while we are looking for an agent available.

Agent profile picture

Jayash

Hi! My name is Jayash and I will be glad to assist you!

Thank you for your patience!

We can offer you a personal bonus of 5 AUD!

🔼Wager x40;

💲Max win 500 AUD;

⏰Duration of bonus 3 days;

Also, you can expect a cashback this Thursday at 8 AM by UTC, it will be approximately 260$

Thank you for asking, it's calm today today, it's nice I think😊

I can add you a 5$ right now if you wish😎

Me

i guess $5 is something

Wed, 9:50 PMAgent profile picture

Jayash

Bonus has been added!

Please use it and enjoy our services!😊

Jayash

Me

can you tell me how much i have deposited in the last month

and also my amount wagered since opening my account please

Wed, 9:52 PMAgent profile picture

Jayash

I am sorry Tobias but I am not allowed to share such information via chat, if you wish we can submit a report and send it to you via email, but it can take up to 30 days

Me

really that seams streange

id like to submit that report please

Wed, 9:53 PMAgent profile picture

Jayash

The GDPR law is not allow us to do so, I am sorry🙏

Me

all good ill wait the 30 daysa

Wed, 9:53 PMAgent profile pictureWed, 9:54 PM

Jayash

Please mind, that the information about our players as well as their personal data is confidential, and we endeavour to protect your personal information and respect your privacy in accordance with the best business practices and applicable regulations.

In order to provide you with such information, you are kindly asked to write your request in the form of a letter sent from your email of registration. In the letter, you have to provide us with the following information:

name

date of birth

address

mobile phone

payment methods used

games you played the most with us

Additionally, please specify the information you would like to receive and the desired time period.

A letter with above-mentioned information may be sent from your email of registration to support@rocketplay.com.

can you pass on the information regarding the report please

cheers]

Wed, 9:54 PMAgent profile picture

Jayash

Tobias, you need to send an email to us with such request and specify the information which you want to receive🙏

Me

im currently typing one now

thanks for your help

Wed, 9:55 PMAgent profile picture

Jayash

You are welcome!

Is there anything else I can assist you with or any other questions you may have? 😊

na thats all thanks

Wed, 9:55 PMAgent profile picture

Jayash

Thanks for reaching out! Drop us a line anytime☄️

I am always here to assist and find way to solve any issue!😎

If you don`t mind - I will highly appreciate if you will rate my assistance!🙌

RocketPlay — Skyrocket your wins🚀

Second Agent

Tori

Hey Tobias! How’s it going? My name is Tori and I’ll do my best to help you out today🌞

ME

Hi Tori are you able to explain how this works. I was told one thing and then gor another

Thu, 8:03 PM

Tori

Could you please tell me more about the situation you have faced?

ME

I have wagered and lost multiple thousands over the last week

Thu, 8:05 PM

Tori

Tobias, I`m sorry for the inconvenience, I think it was a technical mistake that is why my colleague informed you about wrong amount😌

Just a kind reminder the cashback is counted like this – we take your real bets (bets with bonus balance are not included) and deduct from them your withdrawals. The number we get, we multiply by a %, which depends on your cashback level.😉

ME

I don't accept bonus balances.

And have not with drawn anything

Can you tell me my wagered amount over the last week. Minus the occasional free spin bonus

Thu, 8:08 PM

Tori

Dear Tobias, please be informed that the cashback is automatically calculated by our system. Kindly note that our support team is not accountable for this process. Thank you for your understanding.

ME

I understand that

But I'd like to understand the process

And how he generated that figure

Thu, 8:10 PM

Tori

The cashback is calculated by considering your actual bets (excluding bets made with bonus balance) and subtracting your withdrawals. The resulting figure is then multiplied by a percentage, which is determined by your cashback level. 😊

I wish I could add you the wagered amount information, but I`m not eligible to do it

ME

May I ask why I'm not eligible for my wagered balance 😔

Thu, 8:12 PM

Tori

We don`t have such information in our system🙍

This report is a system internal information

Are you still in chat and need any further assistance?🥺

ME

So 100÷7=14.2857. 14.2857×88=1257.3.

Let me just check my deposits

Then I'll work that out towards the figure. That won't include bonus's

Give me a moment please

Thu, 8:19 PM

Tori

Please, let me know if I may assist you.

ME

That's my deposits for the week.

Not including amounts wagered.

They are all deposited without accepting bonus

But my 7% says i won and wagered $1257

Something doesn't add up

And yes I understand it's generated from a computer system that's not in your control

Thu, 8:26 PM

Tori

The cashback amount is determined by taking into account your real bets (excluding those made with bonus balance) and deducting your withdrawals. The resulting figure is then multiplied by a percentage that corresponds to your cashback level.🤔

ME

None of them were made with bonus balance

And I haven't withdrawn

Thu, 8:28 PM

Tori

Dear Tobias, I regret to inform you that the cashback cannot be calculated in this manner as it is based on the bet amount rather than the deposit.

ME

So the bet amount would be quite substantially more than what is deposited

I'll email and request the information through the correct department.

My bets are majority mad in $5 / $25 incumbents

Thu, 8:33 PM

Tori

Please mind, that the information about our players as well as their personal data is confidential, and we endeavour to protect your personal information and respect your privacy in accordance with the best business practices and applicable regulations.

In order to provide you with such information, you are kindly asked to write your request in the form of a letter sent from your email of registration. In the letter, you have to provide us with the following information:

-name

-date of birth

-address

-mobile phone

-payment methods used

-games you played the most with us

Additionally, please specify the information you would like to receive and the desired time period.

So I have the email to the correct department to chase this information.

Thu, 8:34 PM

Tori

A letter with above-mentioned information may be sent from your email of registration to support@rocketplay.com.📧

ME

Thanks for informing me

That all I need for the moment

Thu, 8:35 PM

Tori

You are absolutely right, this information should be requested from the responsible department👆

Thank you for understanding, dear Tobias , maybe I can help you with anything else? I`ll be happy to💕

ME

That's all right now. I'm sure we will speak again in the future. If I decide to stick around with this casin.

That may change in the future

Enjoy your day

Thu, 8:37 PM

Tori

I'm glad for the opportunity to help you today 💕

Have a wonderful day too🌤😊

Thanks for reaching out! Drop us a line anytime. We’re always here for your assistance.

Have a good one!


RocketPlay — Skyrocket your wins 🚀

Hi, it looks like you got the cashback information you wanted so far. I suppose, as you wrote, you would have wanted it to be different. Will you stay with this casino and give it a chance ?

I'm still waiting for a reply

From the support? Hmm, I wonder where this is going.

Dear nestlife,

Thank you for your inquiry. We appreciate your interest in our casino. Let us clarify the calculation of our cashback.

According to our rules, weekly cashback is calculated based on gaming activity in slots over the past week. Only real bets are taken into account for cashback calculation. The formula for calculating cashback is your bets minus winnings * % cashback according to your level on RocketPlay. Please note that only bets made with real money without a bonus are included in the calculation.

If there were discrepancies in the information provided by our support team, we apologize for any confusion. We deeply regret the error made by our support agent regarding the estimated cashback amount, as it indeed differed significantly. We will work diligently with our support agents to ensure better consistency in the future. Your feedback helps us improve, and we thank you for that!

Regarding the documents you requested, we have already sent you an email with the following data: transaction history on the project, history of received bonuses, and history of received free spins.

As for other requests, we’ve also explained why we can’t technically provide all the information you asked for. We value your gameplay and are here to answer any further questions you may have. We hope this information clarifies your queries and allows you to enjoy our services with more transparency.

This casino is literally robbing me! I lost more than 3000 thousand and not one normal winner! and I constantly hear the same thing: they have nothing to do with it! You will lose all your clients this way! You can't really win! Your loyalty program is not working! You don’t even want to give gifts despite the fact that you are losing a lot of money! I am extremely disappointed ! I don’t advise anyone to contact you

Dear pipiag680,

Thank you for getting in touch. We regret any inconvenience you’ve faced. We have an independent certificate eCOGRA, which confirms RTP. You can verify it on our website by scrolling down and following the link. Having valid licenses and certificates, we cannot influence your win.

We would like to clarify that winning in a casino is always random and never guaranteed. Your satisfaction is our priority, and your feedback is important to us, play responsibly!

well, if you have nothing to do with the game or the casino, or anything, even if you don’t show loyalty, then why are you answering me here? and what is your function? what are you doing ? just take money from players and that’s it? and the rest doesn't concern you? I’m simply amazed when they tell me we are not involved :) a normal casino wants players to be happy and feel comfortable, some even spoil their players with gifts. but everything is very sad with you, what RTP are you telling me? In fact, I lost more than 3000 thousand dollars from you and I didn’t have one normal withdrawal or win. I think in a normal casino they would pay attention not to the satisfaction of their client, but you simply answer everyone with two words that you have copied from everyone :)

I have lost 100 Euros for a year and I have not won anything. I say there is something in the games. I copied and pasted the ready answer. I could not explain my problem.

Hi there awesome brilliant and very nice casino ...I think everyone should. Join ..I am with them from 5 years with no problem of withdrawal and deposit.. everything works great

Hi, I'm joining this conversation because I think the casino is talking about how it doesn't somehow control the games and therefore whether you win or lose. We have written quite a useful guide about how slots are working and RTP, so you can read about them. 

The fact that you lose money in the casino, unfortunately the casino always has an advantage over the player and that's a fact. If you're talking about gifts, then the casino is simply not obliged to do something like that. If you can find a casino that does it, why not stick to it?

Of course I'm sorry you lost, but if that's all that's going on, wouldn't it be better to take a break ? 

Hello, if you have any problem in the casino you can try using the translator. It should be translated on our website and if you have a problem with that you can use the translator available on the internet. I would like to know what happened.