The player from Australia had met the wagering requirements, verified his ID, and attempted to withdraw his money. However, the casino had canceled the withdrawal and transferred the money back into the playing account, which resulted in confusion with the bonus funds. We explained that the player was responsible for their account and that lost winnings could not be refunded. The player acknowledged receiving subsequent winnings, and the complaint was closed.
RocketPlay Casino - Player’s withdrawal has been canceled.
Amount: A$6,000
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.
Case closed
Our verdict
Other
REJECTED
Case summary
3 months ago
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3 months ago
i deposed money on 2 occasions met wagering requirements and also sent my id I had than withdraw my money later on in the day I received bonuses and started playing without getting a call msg or anything I had my withdrawal cancelled meaning they transferred money back into playing account witch resulted in in me thinking I had bonus money because I had already withdrawn after speaking to staff I knew u was getting no where they blamed anything they could to deny claiming responsibility
I’m hoping you can. Help casino guru it was my first time with such a company
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3 months ago
Dear anthonyebejer91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you lost the winnings? I am afraid that if you wagered your funds there is not much we can do for you. The player is the only one responsible for their account, active balance, and all the bets taking place. I understand that this would have never happened if your withdrawal was processed immediately but at this point, we cannot ask the casino to refund your lost winnings.
Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Kristina
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3 months ago
Thank you for your reply, anthonyebejer91.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
