HomeComplaintsRocketPlay Casino - Player's account closed due to a gambling ban.

RocketPlay Casino - Player's account closed due to a gambling ban.

Amount: €1,000

RocketPlay Casino
Safety Index:Very high
Submitted: 21 Nov 2023 | Case closed : 13 Dec 2023
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

11 months ago

The player from Finland deposited approximately 1000€ to Rocketplay casino, then experienced account closure due to a gambling ban at their sister casino. She is requesting her deposit back. The complaint was resolved as the player stopped responding.

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1 year ago
Translation

I deposited roughly 1000€ to Rocketplay casino in the year 2022. I managed to deposit and play, and then my account was closed because I had a gambling ban on their sister casino. Shouldn't they refund the money I deposited?

Automatic translation:
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1 year ago

Hello Imjjj,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RocketPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what kind of gambling ban do you have and in which exact sister casino? Did you have any remaining balance in the casino when it got closed? When was the last time you contacted the casino and what did they respond?

Also please keep in mind that we usually do not deal with complaints if the issue occurred over a year ago as most of casinos do not even store player date for such a long time.

Looking forward to your answer.

Regards,

Nick

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1 year ago
Translation

I don't know which sister casino because the account was closed suddenly and I remember there was no balance. In the chat they just said that the account is closed because the sister casino is banned due to gambling addiction. I was immediately contacted in 2022 and after that and said that the money must be returned, but they said that I am not entitled to it.

Automatic translation:
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12 months ago

Hello, thank you for your feedback. We're sorry to hear about your experience. We've thoroughly reviewed your case and apologize for any inconvenience. We've processed a refund of 1727 EUR. You can expect the funds to be credited to your bank account within 30 business days. Wishing you a wonderful day ahead!

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12 months ago

Hello Imjjj,

Please let us know once the money arrives from the casino so we can close the case accordingly.

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11 months ago
Translation

Thank you

Automatic translation:
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11 months ago

Dear Imjjj,

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.

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11 months ago

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.

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