The German player accumulated a balance of 54000 Euro in the casino but faced issues while trying to withdraw 7998 Euro due to ongoing account verification. Player communicated with the support team but received no satisfactory response, facing multiple days of delay. We closed the complaint because the player played down his balance before we could intervene.
RocketPlay Casino - Player struggles with account verification during withdrawal.
Amount: €54,000
RocketPlay Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I registered and played at the casino. In a relatively short period of time, I accumulated a balance of 54000 Euro. During my play, I attempted to make a withdrawal of 7998 Euro. That's when the problems started!!!
I was unable to verify my account. I tried to upload various documents
but it simply didn't work! I communicated with the support team about the verification and withdrawal issues. Their responses
were only excuses (We didn't receive the documents, we can't
verify you, we can't process the withdrawal!) This went back and forth for days! I eventually concluded that this casino is scamming people out of their money!
Automatic translation:
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1 year ago
Dear Neuhier2023,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? Could you please share the responses you received from the casino regarding your verification? Post the information here, or alternatively send it to my email at tomas@casino.guru
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello, I had uploaded the following documents : ID card both sides, passport, bank statement, bank card, utility bill of the apartment, a picture of myself (I was shown that these documents were uploaded successfully). It's been almost a week and my balance at the casino has been increasing. I have to say, I used the same documents at Schrill, Mifinity and another casino and verified within 24 hours.
I received these responses when asked by Rocketplay.
Hi René,
Thanks for reaching out!
We received your message, and we'll get back to you with a reply soon.
If you have any additional information that you think will help us to assist you, please feel free to reply to this email.
We look forward to chatting with you soon!
On 2023-08-16 13:43:48 +0300 Rene *****
Hello,
I made two withdrawal requests 2 days (48 hours) ago. When is paid out?
I have uploaded all required documents for verification.
Best regards
René *****
—
Best wishes,
Second answer:
Hi René,
Thank you for contacting us.
Please note that unfortunately we cannot see any uploaded documents in your profile.
In order to verify your account, you need to upload the following documents to the verification section of your profile:
-Identity document (passport, driving license, ID card or residence permit are accepted)
-Proof of residence (utility bill, phone bill or bank statement showing your name and address in full, dated within the last 3 months)
-Payment Method - Please upload a screenshot of the transaction made by NODAPAY to our casino showing your name, date and amount.
Please provide the required list of documents in the appropriate section as indicated above:
https://rocketplay11.com/en/users/verification
Should you have any further questions, please do not hesitate to contact us. Live chat is available 24/7.
Kind regards,
Edited by a Casino Guru admin
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1 year ago
Thanks for your message.
Have you contacted casino support using your registered email address? Could you please show us a screenshot of your documents being successfully uploaded on the casino's website if possible?
Have you tried to submit documents required for verification in other ways?
I'll await your reply.
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1 year ago
Translation
Hello,
I always wrote with my registered email address. When you upload documents, a banner appears briefly, where it says Documents uploaded successfully.
All documents had been submitted. (The documents were first submitted on July 24, 2023)
When I submitted the documents, I already had a balance of over 10,000 euros and wanted to have it paid out, which was not possible because the documents were supposedly not there.
I've won since July 24th, 2023, but I always lost with a very good balance.
Until 08/17/2023 (54000 euros).
On Monday (08/21/2023) I received an email that my account was successfully verified. So all the necessary documents were at the casino. It's strange that all the complete documents are there in the casino and they only waited with the verification until I had gambled away the money. I gambled it away for that reason as there was no withdrawal possible and I didn't see any success in ever getting the money. It was obviously delayed by the casino until the money was gone. I would not have gambled it if a payout had been possible. This behavior of the casino makes me feel cheated.
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1 year ago
Thanks for your reply.
I apologize but do I understand correctly that you played down your winnings? Is there currently no withdrawable balance on your casino account? Are there no pending withdrawals on your account?
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1 year ago
Translation
That's right, no more credit. After about 1 month I give up ever getting any money. I only received verification of my account after the money was gone. And I see that as cheating.
The casino never intended to pay out any money. The profit was probably too HIGH.
Now I am asked to deposit money again.
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1 year ago
Sadly, since you have played your winnings, I’m afraid there is not much we can do for you.
Please understand, that the player is the only one responsible for their account, active balance, and all the bets taking place.
For future reference, please contact us as soon as the issue occurs so that we can intervene before it's too late.
Please let me know if there is any additional information that I have overlooked, otherwise, I’m afraid I will be forced to close the complaint. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
It is clear to me that no money is to be expected. I gambled away the credit because no payout was to be expected anyway.
Conclusion: All documents for verification were at the casino for about 1 month (large credit).
Excuses from the casino "no documents there, documents wrong"
With these allegedly non-existent or false documents, I got a verification of the account after about 1 month after the money was lost. I certainly wouldn't have verified my account to this day if I had such a large balance.
It is obvious that this casino is not acting correctly! I wanted to explain that here. People must be warned against such machinations. Such casinos are scammers.
Automatic translation:
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1 year ago
Thanks for your reply.
Rest assured the complaint will stay public for others to see.
However, in cases where the balance is played down already, we cannot penalize the casino and therefore I'll now close the complaint.
Please do not hesitate to contact us if you run into issues with any online casino in the future.
Best regards,
Tomas
Casino.Guru
