The player from Austria had provided multiple documents for verification to Rocketplay, but a week later, his withdrawal request was still being denied. We asked the player for additional information and confirmation of successful verification. The casino responded that the player's account was verified and he could now withdraw funds. The player confirmed that the issue had been resolved. We marked the complaint as resolved in our system.
RocketPlay Casino - Player's not able to withdraw his winnings.
Amount: €900
RocketPlay Casino
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
5 months ago
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5 months ago
Translation
I've sent my passport, photo, telephone bill for the address, photo of my credit card, bank statement showing the deposit to Rocketplay, and Paysafe card statement showing the payment. It's been a week and they are still refusing my withdrawal.
Automatic translation:
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5 months ago
Dear idragan31,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you received any confirmation regarding successful verification? Could you please post a screenshot of your withdrawal/cashier history here?
Have you accumulated your winnings with or without an active bonus?
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,
Kristina
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5 months ago
Dear idragan31,
We sincerely apologize for the challenges you’ve faced. We’ve reviewed your complaint, and your account is already verified, allowing you to withdraw funds. Your feedback is highly valuable, and we continually strive to enhance your gaming experience on RocketPlay. Wishing you continued success and big wins in your future games!
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5 months ago
Dear idragan31,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
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