RocketPlay Casino - The player's self exclusion failed.

its my second time and I chase them to close my account for good but they don’t, they just close it for some days and give temptation and offers by calls to reopen. I told them many times and through official emails that I have a disorder problem gambling but they don’t care and they reopen again my account.

Hello rabieshmaytelly,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RocketPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you requested for account closure or self-exclusion? Can you please forward your initial request of your exclusion to nikolas.b@casino.guru together with all the deposits since then? Is your account currently still active? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Nikolas,

Allow me to tell u my pity story and what happened to me with this casino. 

Actually I have a disorder gambling problem, when I lost the big loss at rocket play casino and hit the rock bottom I self excluded myself for 6 months but after two weeks they allowed me to resume again. Then I lost a lot after then I raised a complaint at Ask gamblers site they didn't do anything for me. After then I talked to the VIP manager telling him I have a disorder problems with gambling through emails attached then he contacted me through phone call trying to make me stay giving me offers. Then insisted to close my account permanently and they did. After 7 days after I request to reopen my account they opened it again to me! How come they do that! What's the point of self exclusion permanently then! I admitted clearly that I have disorder gambling problems 😓 after then I lost and lost, finally again today I asked the vip to close my account permanently and again he's giving me offers!

I'm so tired I lost all my money and I'm in debt please help this soul for the sake of God. I'm sure we can ask for a a refund after such tricks they did to me, finally I really ask you to do ur best to return my rights from this casino as they don't care for my human and health case. I'll attach all the screenshots and emails done between me and this casino in separate email. Thanks 🙏 

Hello rabieshmaytelly and thank you for all the additional information. Could you please advise if your account is currently active or not?

I will be also forwarding your complaint to my colleague Jozef who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Nick! Thanks for the follow up. Yes my account is still active till now.

Actually I sent you all the evidences on your email, I hope you saw them.

Hello rabieshmaytelly,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

I appreciate your help! You would save my family life if you get me any refund! Since I’m sure you saw how they weren’t caring and responsible on my disorder gambling case 😓

Hello Rabi!

Thanks for your feedback! We really appreciate you bringing this situation to our attention.

We have rechecked your communication history with your personal manager and we apologize for the discrepancy. The RocketPlay casino team works in accordance with Responsible Gaming policies. Each player in their personal account has options for self-suspension or taking a pause in the game, including the cooling off limit or Self-exclusion.

Now your account is permanently blocked and information with details about the refund will be sent to your email. 

We are sorry that you are experiencing this issue.

Hi rabieshmaytelly,

these looks like great news. Please, could you react?

Hi Jozef. I appreciate what Rocketplay casino has done for my case. Actually I didn’t react yet till I get the refund, I didn’t receive it yet. Hopefully within this week i will receive it as promised. Thanks a lot in advance. And all respect and appreciation to you Jozef and the whole team🌺

Hi rabieshmaytelly,

have you received the refund?

Hi Jozef. Actually I emailed Rocketplay last Friday and informed them that I didn’t receive any funds yet. I also talked to my bankToday and they said no funds are transferred yet to my account asking me for the MT103. Again I emailed the casino waiting for the response.

Hi rabieshmaytelly,

I am extending the timer by 7 days. Please, inform us when you receive any new information.

All is good now. Thanks Jozef. I got the refund. We can close the case. Many thanks for you and the team.

Dear rabieshmaytelly,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards, Jozef