RocketPlay Casino - The player's withdrawal never arrived.

On 16/03 I made withdrawal after a successful KYC verification but until this day I haven't received the money in my bank account.

I contacted the casino, they said that the payment is successfully and sent me a receipt, after that I contacted the my bank and they said that they don't see any payment in my bank account. So......

The casino is saying to contact my bank, the bank is saying to contact the provider............. what am I supposed to do ???

Hello vivanov94,

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 since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they specify the exact date of the payout?

Looking forward to your answer.

Regards,

Nick

Hi Nick, My account was fully verified on 16/03 and on the same day the withdrawal was processed, it was with real money, in the beginning I played with deposit + bonus but I wagered the bonus succesfully.

Today I received an answer from the casino, they wanted bank statement to prove that I didnt receive the money, so I provided it and will wait a response from them.

Earlier they send me prove of payment and there is written the withdrawal is approved on 16/03.

I contacted my bank, they said that they dont see any transaction and advised me to contact the casino again...

I saw similar case in Casino Guru and it took 6 months the guy to receive the money via other method, I need this money urgently dont want to wait 6 months... Hope I will receive the money asap

Please see the screenshots, the response from my bank, the email from rocketplay and the prove of approved withdrawal

Dear vivanov94,

We apologize for the inconvenience you have experienced regarding your withdrawal. While we typically process withdrawals within 24 hours, it is possible that the receiving bank of your account may take longer to process payments.

Our team has sent you a confirmation of payment and instructions on what to do next to your email. Сontact us if you have any further questions.

Please keep us updated on the progress with your bank, and we hope that this issue will be resolved soon.

Best regards,

RocketPlay Team

Hi, I have received an answer from my bank claiming again that they dont see any transaction in my account. Can you please recall the withdrawal to return in my balance and I will choose another withdrawal option... I saw in CasinoGuru similar case like mine and it tooked 6 months the guy to receive the funds because both casino and bank dont give the needed efort to resolve it faster they were just blaiming each other .... I dont want his fate... I need this money asap

Thank you vivanov94 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Vivanov94,

Do you have any news regarding the withdrawal?

I am looking forward to your response.

Kind regards,

Stefan

Hello guys,

My bank contacted me yesterday for this transactions and FINALLY I received the money... Seems that the delay comes from my bank and Rocketplay has 0 guilt... Apologize to them ... I will rate them with high score... you can close the case.

Thank you for your support guys!

Dear vivanov94,

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 for your cooperation, and please do not 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,

Stefan