RocketPlay Casino - Player believes that their withdrawal has been delayed.

On 07.03.2023 I created an account on rocketplay.com without accepting any bonuses or Free Spins. I wanted to just play with my money only. So I deposited 20 EURO, played and won 600EUR. I requested the cashout on the same day (07.03.2023).

After 48 hours, my request was not processed by their "Financial department", although they specify a maximum processing time of 24 hours in their Terms & Conditions. I tried to solve the issue by talking to them via live chat. The first time, they said that they have a 24-hour processing time and I should wait another 2 hours. I waited just to talk to another customer support agent to tell me that they have 72 hours of processing time. Back and forth in 2 days, I talked to 4 or 5 different agents, one of them saying that they can't process my request within my IBAN and I should redo the request with another eligible IBAN. But for that, they need to delete my payment method from their system. And that will take another 24 hours.

All good. I waited another 24 hours but I didn't receive any response from them. I contacted them again today and talked to another agent that said again that their processing time is 72 hours. I really think they are trying to fool me and waste my time so I will get tired of this back and forth and lose my fair-earned money.

They are not offering me any solutions at this moment. Please I need your help to cash out my funds, even if I need to change the IBAN or something else. I read their T&C and they don't respect it.

I am attaching the scripts that I have, the emails received from them, and other proofs of my winnings. I specify that these funds were not wagered with any bonuses or FS. Only my deposited money.

Dear alexandrucaliu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account is fully verified. I am not waiting for the money to appear in my bank account. I wait for them to process my withdrawal request.

Hi, alexandrucaliu!

Thank you for your feedback. 

We are pleased to inform you that your withdrawal request was approved on March 09, 2023. 

Thank you for choosing us,

Regards, RocketPlay Team

Dear alexandrucaliu,

Have you received your withdrawal from the casino yet?

Yes. All good now. Thank you!

Dear alexandrucaliu,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru