RocketPlay Casino - Player faces deposit issues and game malfunction.

Deposited 2x $50 deposits from my account as i was walking through sydney airport

I noticed they didnt go through even though i had passed through my fraud gateway with ING

i am now more than 7 days into trying to resolve with them. I am consistently lied to and made feel stupid when i am an SAP Platform specialist who most definitely knows more than the people i am talking too.

Asked for it to be escalated and they have never confirmed it has or even will be.

have spent more than 1000 more in the casino since then.

On top of this i was up >$3500AUD earlier on. I swapped out of the slot machine i was in and into another and back again and my funds were reverted to my seed amount.

Additionally i am now playing a slot machine Black Wolf and the feature where if you havnt recieved a feature once the Object in this case a moon is full then the system credits you one. i have since credited more than 200-250 since it was FULL and it hasnt popped which has never happened before

Dear Kavo, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated.

Regarding the problem with a missing feature in Black Wolf, could you please forward any supporting evidence, such as screenshots or videos, possibly your game history with the exact time when you noticed the problem with the feature along with any relevant communication to veronika.l@casino.guru? Have you stopped playing right after you found out that you did not receive the bonus feature?

Thank you in advance for your reply.

Best regards, 

Veronika

I have emailed you some stuff not sure if it helps.

Most of the contact with these people has been by their inbuilt support which they wont export for me

Dear Kavo, 

We appreciate you taking the time to contact us. We're genuinely sorry for the challenges you've faced.

Regarding the issue with the $50 deposits, our support team has already communicated with you. Unfortunately, you have provided incorrect screenshots for such a request. We need to see details such as time, date and deposit amount. Please share such details with our support team so that we can help you with your deposits.

Regarding your winnings in Black Wolf 2. You won this game with an activated bonus. Then you cancelled the bonus and the winnings were debited from the balance accordingly. You can read the details about the accrual of bonuses in the bonuses section on our website.

We would also like to draw your attention to the fact that the bonus game only occurs when the moon appears on the reels. What you described as the moon filling up and then resetting is just an animation.

If you have any additional questions, do not hesitate to contact us.

Dear RocketPlay Casino representative,

Thank you for getting in touch with us and providing more details regarding the player's situation.

Dear Kavo,

Thank you for your emails.

Please send me a screenshot of your deposit history as well as a screenshot of your bonus history.

Dear Kavo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It’s fine unless they can provide the logs I requested it doesn’t really make a difference

Could you please send me the screenshots of your deposit and bonus history as requested in one of my previous comments? Please understand that without your cooperation we will not be able to continue the investigation and the complaint will have to be closed.

Dear Kavo,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.