RocketPlay Casino - Player claims that payment has been delayed.

Hello Guru,

I played on the Rocketplayer platform 3 times. When I finally won a lil bit I proceeded to the payout. This has been rejected and the account temporary suspended, reason: payment to third party. My personal details entered during the registration were all correct but the family name, that was recorded as per my nickname Linn. Yes my mistake. I withdrew money with my credit card 3 times, on the credit card is my correct family name. I sent the copy of both credit card sides, a copy of my bank statement, copy of my energy bill. I explained via email, the same used for the casino registration, that I mistakenly put Linn as surname but as shown on all documents sent, my surname is the same as that on the email and credit card as well as on all documents sent to the support and already uploaded on my account. Now I’m waiting for a response from the department in charge. Maybe they try to close definitely my account in order not to pay out? I’m really disgusted of their behaviour and hopefully will get my money asap before to contact the German authorities.

Bests

Marzia

Dear Marzialinn,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hey Guru,

please cancel my complaint everything is fine!

Thank you very much

Dear Marzialinn, 

I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you. 

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you so much for your time. 

Best regards, 

Casino.Guru