RocketPlay Casino - Player's approved withdrawal cancelled without explanation.

Last night I made a withdrawal. Received email saying it was approved and transferred. Live support had verified the funds had been sent and transferred and to wait for my bank to process it. Today received an email saying t was cancelled and to contact support to resolve it, they told me they have no information regarding why it was cancelled and are working on it. Its not possible to transfer money to a bank account and than cancel it hours later after it was "Successfully transferred". The emails I received regarding the withdrawals from the casino had spelling mistakes and were not using the correct banking terminology and made no sense, it seemed like an amateur scammer effort. Something isn’t right about all this there’s no way the casino sent any money to me.

Dear 8m7qhbsvwd,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with RocketPlay Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru or post screenshots here
• Could you please confirm you passed account verification in the casino?
• Have you made any successful payouts from the casino in the past?
• Have you requested a new withdrawal of your winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

tomas@casino.guru 

Hello Tomas,

Will send you the screenshots. Just an update for you, I’ve lost $300 reversing the withdrawal and the support are saying they are working on it but it’s still able to be reversed and no communication.

Could you please confirm you passed account verification in the casino? Yes they clarified it’s nothing to do with verification:

Have you made any successful payouts from the casino in the past? No, this was my first withdrawal from 6 months of frequent depositing.

Have you requested a new withdrawal of your winnings? Yes I only have $200 and I can tell they want me to reverse it all.

More screenshots

Received this email that states my withdrawal was successfully processed last night which is not like other casinos emails and banking terminology to confirm a successful withdrawal,

Hey, can we cancel/delete this complaint please. I’ve had help to try fix this directly from the support team. Thanks

Dear 8m7qhbsvwd,

We're genuinely sorry for the troubles you've encountered, and we're eager to help you. We investigated your case in detail.

In order to resolve the issue we have taken steps to conduct a detailed investigation with our payment partners regarding the unsuccessful completion of your withdrawal, it was revealed that a technical error on their part was the cause of the complication, resulting in the funds being returned to your casino account.

Our support team has already emailed you with all the details regarding your situation; please check your inbox.

If you have any questions, please do not hesitate to reach out.

Thanks both parties for the reply.

Dear 8m7qhbsvwd,

We'll close the complaint as per your request. Don't hesitate to contact us regarding issues with any online casino. If you need our assistance regarding this case in particular in the future, feel free to request the complaint to be reopened.