The player from Germany had reported an issue with RocketPlay casino where a promised €15 free bet was not credited to his account, despite several follow-ups with the casino's customer service. We had mediated the complaint and the casino responded by crediting the bonus to the player's account. The player had confirmed the resolution of the issue, expressing satisfaction with the quick response this time. Consequently, we had marked the complaint as 'resolved'.
RocketPlay Casino - Player's promised free bet not credited.
Amount: €15
RocketPlay Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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10 months ago
Translation
Hi good afternoon
I received an email from Rocket play on January 18th, 2024 that I had a €15 free bet when I went into my account, but there was nothing in it. So I wrote to customer support asking them to please credit me with the freebet. He then says he has sent it to the responsible department and I should wait. I then asked several times. Now over 14 days have passed and still nothing. I was assured that someone would contact me in an hour. That was about two hours or three hours ago. And now my answer came that there were no free spins or free bets available for my account. I think it's pretty mean because I've always bet for Rocket play. With you, for example, something like this and it's not the first time either. I just don't want to put up with it anymore. That's why I'm getting in touch with you. I also have a screenshot of proof that I received this email on January 18, 2024. I hope we can come to an agreement. Kind regards, Domenic S******
Edited by a Casino Guru admin
Automatic translation:
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10 months ago
Dear Littlemanson,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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10 months ago
Na ich bin nicht eingeschränkt oder so die haben mir sogar noch mal eine Mail geschrieben das ich Jetzt noch mal alles vortragen soll
Hi Domenic,
Hope this email finds you well! We sincerely apologize for the delay in our response and any inconvenience it may have caused.
We are sorry that you faced such situation. In order to provide you with the best assistance and ensure we address your needs effectively, we kindly ask you to provide us with more details about your request. Please share any relevant information, specific questions, or concerns you may have, so we can better understand how to assist you.
Your satisfaction is our priority, and our dedicated team is eager to help you with any inquiries you may have. Your input is valuable to us, and we want to ensure that we fully understand your requirements to deliver the best possible solution.
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10 months ago
Dear Littlemanson,
We're genuinely sorry for the troubles you've encountered, and we're eager to help you. Thank you for drawing attention to this situation. The bonus has already been credited to your account.
We appreciate your comment and are committed to continually evolving to better serve you.
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10 months ago
Translation
Yes, that's true and this time it was relatively quick. I wonder why it doesn't work that way straight away
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10 months ago
Translation
Thanks again to you and nice. Is you. Gives
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Littlemanson, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
