RocketPlay Casino - Player's bonus was taken away.

I recieved a email yesterday stateing i have won 100euro in the wine and flowers lottery via tickets i had gained by many deposits wich said it in my account .so i logged in and wasnt there i went on chat and they told me it wont b added til after valentines day .then they emailed me sayn they have made a mistake with the promotion and they sorry?? Today they send me another email sayn sorry for the inconvienience and happy to offer 15free spins instead ..

Dear tara13kennedy,

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

Is the win the casino mistakenly awarded you part of a promotion you opted for? Could you please explain what were the rules of the promotion?

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus. The bonus privilege can be taken away from a player at any time, including when the offer is awarded by mistake.

Thank you in advance for your reply.

Best regards,

Tomas

It was a lottery win...every deposit gets so many lotto tickets depending on how much u deposit .the more deposited at one time the more tickets... i was one of ten to win 100euros ..

Hi tara13kennedy!

We wanted to cheer you up and wish you a happy Valentine's Day, but because of the human factor, instead of positive emotions, we slightly messed up.

Our team noticed that, by mistake, the out-of-date newsletter went to a large group of players. So we promptly apologized to all. There's no cheating in this — it was a human error.

We acknowledge this and apologize to you here again. This situation has forced us to review our work processes and ensure it won't happen again in the future. We continue to prepare exciting activities to bring you more positive emotions and fun.

Thank you for your understanding and feedback. It helps us improve.

Sincerely yours, RocketPlay Casino.

Thanks for your reply, to the RocketPlay Casino representative.

Dear tara13kennedy,

Is there a list of the winners of the lottery promotion publicly available? Did you accept the spins the casino issued as an apology for falsely informing you about the result of the promotion? Can we consider the issue resolved? Please let me know. Much appreciated!

Out of date newsletter?? So i did win the date is wrong?

No i didnt accept any offers

Do I understand correctly you didn't accept the 15 free spins the casino sent as an apology for sending information about the incorrect promotion?

No I DIDNT ACCEPT THE 15 FREE SPINS OR ANY OTHER OFFER MADE FOR THE ERROR...IT DNT MAKE SENSE AS ABOVE THEY REPLIED THEY WANTED TO CHEER ME TARA KENNEDY , BUT BECAUSE OF HUMAN ERROR THEY SLIGHTLY MESSED UP SENDING TO A LARGE GROUP OF PLAYERS..SO APOLOGISE TO THEM AND ADD THE 100EURO I WON FOR THE VALENTINES DAY AS THE EMAIL SENT IN MY NAME CONGRATULATING ME FOR WINNING THE 100EURO..YEH?

THERE WAS NO INCORRECT PROMOTION .THE PROMO IS RIGHT JUS SENT ME THE EMAIL 2DAYS EARLIER INSTEAD OF BEIN ON VALENTINES DAY THE 14.02.. WICH WEN I FIRST EMAILED THEY TOLD ME AS I ASKD AFTER READING EMAIL IT SAID THE 100EURO IS IN MY ACCOUNT TO PLAY BUT IT WASNT WEN I CHECKD THAT THEY SORRY AND IT WONT BE IN UNTIL VALENTINES DAY AND THEY CANT DO ANYTHING TIL THEN...SO ALL BEIN SAID ~ MY NAME ON THERE SYSTEM I WAS THE WINNER OBVIOUSLY YEH?OR I WOULD THINK THEY WOULD OF SAID U AINT THE WINNER ON SYSTEM THERES A MISTAKE.NOT ONCE HAVE THEY SAID IAM NOT THE WINNER ..

Dear tara13kennedy,

Is there a list of winners from this promotion that is published publicly? Did the casino explain to you in further communication whether you won or not? Please let us know.

Dear tara13kennedy,

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.

Dnt no if there was a list and no they didnt explain if i didnt win like i said wen first made contact they said id have to wait til valentines day to recieve itand if any problem i would b compensated .i guessn the offer of 15free spins was it

Dear tara13kennedy,

Since the casino made a mistake in sending you the incorrect message, we consider compensation would be fair. If you didn't win from the promotion, our recommendation would be to accept the free spins the casino offered as an apology if you haven't done so already.

Thank you for the reply and understanding.

Dear tara13kennedy,

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.