RocketPlay Casino - Player's withdrawals delayed due to incorrect BSB number.

I registered and played on rocket play but after I did 3 withdraws realised I put the wrong BSB number in and changed it immediately and contacted support straight away? Well it’s been six weeks of trying to explain to the support team that I have not received my $550 withdrawals, they wanted back statements to prove I didn’t receive them

I supplied the proof and they still don’t understand that if you deposit money into the wrong bank it will bounce back,

Then you pay it to the correct account

which then have, I don’t think they understand English as I am pulling my hair out trying to explain to the support team what happened and I want my money, I can’t find a number to call? They are not helping at all seems simple to me, money goes to wrong account? Correct it and deposit to the account in the profile which is correct and stop ripping people off, there supposed to pay you your winnings not keep them?

anyone know how I can speak to a person not a email , as I want my money

Dear Kelly800,

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. 

• Do I understand correctly you canceled the withdrawal requests with the wrong BNB code, and requested new requests with the correct one?
• Has the casino processed the transactions already? Could you please share a screenshot of how the transactions appear in your withdrawal history?
• 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

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I sent you the emails of trying to tell them the problem but they just say thank you we will look into it , then you have to remind them again and they say send all bank statements to verify that I didn’t get the money, if cause I didn’t get the money it went into another BSB number which is a bank ? Not mine, as soon as I changed it which was a week after registration, I notified them of the problem but I don’t think they understood because I’ve sent them my bank statements 3 times and I’m sick of it, I also found on my bank statement that a payment of $1100 is missing from my correct account, I sent them the withdrawal form they email you just after you make the withdrawal and they say send the bank statements to show I didn’t receive it?????? Do they not have records of who they pay ? Where they pay ? And how much they pay to someone, turns out they owe me $1650 dollars now, and I can’t get any sense out of them or money,

Dear Kelly800,

Thank you for bringing attention to this issue. We sincerely apologize for the difficulties you have encountered and would like to inform you that we are actively engaged in providing assistance. Unfortunately, for a long time, you did not provide the necessary documents in the correct format so that we could help you. As a result, the procedure took longer than anticipated.

At this stage, we do everything to ensure that you receive your funds. Our support service has already contacted you and will continue to inform you about all processes. Thank you for your cooperation in this process, we greatly appreciate it.

They did contact me and said the $550 will be credited to my casino account?

so let’s see how long it will take them to do this ? Or will I have to remind them again, I got out of a sick bed to get them pdf copies of my bank statements as my bank will not email them, so there excuse for the delay is rubbish, they have had correct documents for two weeks? Takes me an hour to check my statements against payee’s , and I have proof that I sent them several times with answers we will look into it, it’s only now that I posted on hear that it’s being sorted

so let’s see if they keep there word

cheers

Thanks both parties for the reply.

Dear RocketPlay Casino,

Could you please explain what is the correct format of the documents you requested?

Did the previously submitted bank statements confirm to you sufficiently the player requested withdrawals to an erroneous bank account?

What steps should be taken for Kelly800 to receive her winnings?

I'll await your input.

Dear All,

At this point, we're doing everything in our power to resolve this issue as swiftly as we can. Unfortunately, the player entered incorrect data for withdrawing funds. That is why we have initiated our internal investigation. We have sent a request to the payment provider, but we were still needed the PDF bank statements from March 6th for the payment provider to conduct their own internal investigation.

Thus, we received an answer that most likely, due to the fact that the user entered incorrect data, the money will be returned. This process can take up to several weeks. For our part, we have initiated a refund and are waiting.

Currently, we are in contact with both the player and the payment provider in order to return the funds as soon as possible.

I looked up the BSB number on the internet and it is a managed app to pay rent from tenants, but it has my bank account number connected to it ? So there would be no record for them to connect the funds to, so it should have been returned to sender as no account exists? There is no way for me to contact them, it has to be through the channels the money was sent? Which I told Rocket play on the 14th of March about the mistake if they read there emails properly they can see where I explained the mistake, also bank statements from the 6th won’t help I never joined Rocket play until the 7th of March, so I’m not to blame here, I have told you from the moment I realised I had put in the wrong BSB and that was the 14th March, But you insisted in checking my correct account not the wrong BSB account where the 550 dollars went? So don’t tell me it takes weeks to pay me, you have wasted weeks by not listening to me, it’s common sense that money sent to a bogus BSB is

not my account, sorry but not good enough? I have to get on this site to get answers? Thank god for this Guru

According to our information, on April 29, the player received the first of three refunds. We expect the remaining funds to be returned as soon as possible.

We appreciate your patience and will keep you updated. Please stay in touch with our support team.

If you got back one why not the three together surely they know the money is not there’s, these are things I don’t understand. And don’t make sense to me

All I can say is I’m glad you guys are doing my books

let me know when it’s ready

cheers

Dear Kelly800,

Since the withdrawals were initiated on different dates, in three transactions. The return of funds also occurs gradually.

We sincerely regret hearing about your experience. And we are doing everything possible to accelerate the process. In order to brighten up your anticipation, we have awarded you a special bonus. Please check your email.

I have been in contact with the company who received my withdrawals by mistake and they have to me all three amounts have been returned to Rocket Play as account not known….. I sent you a copy of that today,,,, but I guess no one has read or understands it , I will get the business in question to contact you this is the business that the funds went to

which they no longer have, you have them.

by the way a gift of 250 I have to wager

is not fun I have to win over 2000 before any of that is mine, that’s not easy on your machines, cheers

Thanks both parties for the input.

We believe it's only a matter of time before you receive your funds back to your casino account.

Please let us know if you'll be withdrawing your funds going forward, or whether you need any further assistance.

Still waiting but have no choice

I will be withdrawing when they are deposited

thank you I will keep you posted

We'll wait for any updates.

Please let us know if and how we may be of assistance.

Dear Kelly800,

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.

I think they answer your question on the day and then forget about following it up

they gave me 150 back from the three withdrawals 300/100/150 but it was the last of the three withdrawn, so I don’t understand if they can give me that why not the first two

I have sent them an email stating the three deposits were rejected and returned to the sender ,

that email is from the owner of the BSB account the funds were sent to by mistake ? But there has never been mention of that in our correspondence

they still owe me $400 dollars and I have asked them to pay me several times and end this with no luck but I won’t give up

I won it and that’s not an easy task on Rocket play believe me

I’m just asking for what is mine no more

it’s been nearly three months now

I would like to comment that since I made a complaint on here about Rocket play the machine I always play has stopped paying or giving spins so your money is gone in ten minutes, before this I could play for a couple of hours and have fun with spins and a little extra to have that fun, I only bet 80 or 1:20 but now it takes 700 dollars to get the spins

when before it would spin all the time

it’s like they have turned off the machine on me, and the fun has gone. I have to stay registered as they owe me money

I am 77 years old and this is my time for fun and this is very unfair, I complained to them that the machine is not working but they said they are set to pay,

three weeks at playing daily and no chance of getting the spins before you run out of money is not normal or legal as far as I’m concerned, sorry but this is the truth

Buffalo Trail is the only machine I like and understand so I play it all the time

Dear Kelly800,

We deeply value and appreciate you as one of our cherished customers, and we sincerely apologize for the delay in resolving this matter. Despite the fact that we are still waiting for a response from the payment provider, we have credited the $400 in question to your gaming account balance as an exception. Please note that if the extra funds return to the balance later, we will cancel them.

Regarding your concerns about your favorite machine, we assure you that no changes have been made to its functionality specifically for you. Please remember that each slot follows a set Return to Player (RTP) rate, which we cannot manipulate.

If there's anything else we can do to assist you, please don't hesitate to reach out to our support team.

All done now…… glad it’s over now I can relax and enjoy the times I play

thank you

Dear Kelly800,

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 and RocketPlay Casino for your cooperation.

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru