RocketPlay Casino - Акаунтът на играча е затворен и печалбите са забавени.

I have been a loyal VIP player at rocketplay for many years.

I have never had a problem withdrawing winnings or receiving them.

On the 5th January 2026 I deposited $100 with no bonus.

I won $1000.

I withdrew as normal (usually a 4 hour turnaround to receive winnings) & didn’t receive my winnings.

For the last almost 4 months I have been in contact with rocketplay almost daily.

I have been receiving nothing but automated generic emails.

They have constantly said the withdrawal was successful & that it is now with the payment provider.

I have reached out to my bank & there has been no amount close to my winnings entered my bank.

i have sent copies of my bank transactions to rocketplay.

they have asked me to resend all my banking details which I have done numerous times.

they told me on the 10th march the funds have been resent to my card via a refund & it would take 3-10 business days to receive & in some cases up to 30 business days.

I am still yet to receive my winnings & I cannot seem to get anyone from rocketplay to actually help me or process my winnings as a normal withdrawal.

they have also blocked my account so I can no longer login.

they have no reason what so ever for this.

they emailed me saying they’ve reviewed it & will not be unblocking my account and there’s nothing I can do about it.

I want my winnings as I won that fairly.

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Hello,

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.

• Did you achieve your current balance with the help of a bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share how the payouts from January and March appear in your payout history, if available?
• When was the last time you received a successful payout from the casino?
• Could you please share with me your recent communication with the casino regarding the lost payout and the closure of your account? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

No I did not have an active bonus on my account.

I deposited $100 with NO bonus.

I was playing slots - 3 hot chilli’s.

I do not have a payout history?

The last time I received a successful withdrawal were on the following dates :

23.7.25

13.8.25

1.10.25

8.10.25

i will forward all the emails to your email you have provided.

thank you.

I have sent you a few emails from rocketplay.

It appears I’m getting the same emails time & time again.

they keep saying 3-10 business days - 7 business days - 30 business days.

this has been happening since I won the money on the 5th January.

Hi,

im still waiting for an update on this matter?

I have reached out to rocketplay & again I have recieved the same auto generated response.

I just want my winnings that I won fairly with NO bonus.

I also want a reasoning as to why my account was blocked a few weeks after I withdrew the money.

Dear Rhiannah,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Rhiannah,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RocketPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

We have already sent you a response by email—please kindly check your inbox when you have a moment. If you cannot find our message, please let us know and we will resend it without delay.

Should I be included in this email?

It has been 14 weeks since I won my winnings.

I’m beyond over going back & forward just to receive my winnings.

I have had enough!

this is completely wrong & unfair!!

Dear Rhiannah,

I sincerely empathize with your frustration regarding the delays. I want to assure you that the casino is requesting a little more time to thoroughly review all aspects of the situation. Thank you for your understanding and patience.

Dear RocketPlay Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

More time?

how much more time do they need it’s been 14 weeks of them asking for more time!

I have now waited there "30 Business days" story & still no money!

I want my winnings.

this has been going on since the 5th January.

ENOUGH IS ENOUGH

Dear Martina,

We’ve already sent you a reply via email—could you please check your inbox when you have a moment? If you don’t see it, just let us know and we’ll be happy to resend it right away.

Dear RocketPlay Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Can I have a update please Martina

Dear Rhiannah, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Rocketplay are asking me to take full responsibility for initiating the refund once again.

im unsure what this means.

Dear Rhiannah,

have you received the refund of your deposits before?

I have received withdrawals before but I have never had a situation where I haven’t recieved my winnings & it needed to be processed as a refund.

Dear RocketPlay Casino,

Can you please help us understand? Thank you

Dear Martina,

Thank you for your continued assistance with this case.

We have already forwarded a detailed response to your email address — could you kindly take a moment to check your inbox? Should you experience any difficulties locating it, please do not hesitate to let us know and we will be happy to resend it promptly.

In the meantime, we would like to briefly clarify one point: when we referenced the player's responsibility, we were referring specifically to the accuracy of the information provided. Unfortunately, the initial details submitted contained a discrepancy, which led to the refund being declined on the bank's side.

We are pleased to confirm that the player has since provided the updated documentation, and no further action is required from her at this stage. The transaction will be processed accordingly.

Thank you for your understanding and cooperation.

There was no discrepancy on my part.

all my details I had provided were correct in fact that’s also the same method of payment I recieved many withdrawals from you guys in the past.

Dear Rhiannah,

Could you please review the information once more and send it to the casino? Without it, they will not be able to proceed with your withdrawal.

Please let me know once you have done so, and also when the funds arrive.

Thank you very much in advance for your cooperation.

Dear Martina,

Thank you for your ongoing support with this case.

We’re happy to inform you that the player has now submitted the updated documentation, and no further action is needed from her at this time. The transaction will be processed accordingly.

We appreciate your understanding and cooperation.

I sent my bank details to rocketplay once again yesterday.

they have told me the finance team are looking at it.

they have my details as I have recieved withdrawals in the past of a much higher amount.

this is what I have heard numerous times already.

next thing, I’ll be told to wait 30 business days & wont receive it.

I’m confused as why it is being sent as a refund & not as a withdrawal like it should be.

with a standard withdrawal I would recieve it within 4 hours.

this refund has been going on for months.

I honestly don’t understand what the hold up is.

I have provided rocketplay with my account details on numerous occasions, I have had numerous withdrawals in the past so why is this one any different.

I was advised it will be another 3 business days for the finance team to review it.

it’s been 5 months now.

surely enough is enough & it can just get done as a high priority.

I still believe I won’t get the funds.

all the trust I had in rocketplay is gone.

I still haven’t had an answer as to why my account has been blocked either.

Still no response from rocketplay & no winnings recieved.

Still no response from rocketplay nor winnings.

I don’t have the time or energy for this anymore.

it is extremely clear i have been scammed & will not be receiving my winnings.

Dear RocketPlay Casino Team,

can you please give us an update regarding the transaction? Thank you so much in advance

I just recieved another email saying my refund has been successfully processed & to wait ANOTHER 30 business days.

I have heard this for the last 5 months now. So again I do not believe I will recieve it.

in still yet to be given a valid reason as to why my account was blocked.

I have asked multiple times for proof of payment with no response.

I still have not yet recieved it.

this has been 5 months now.

I believe that I have been scammed.

rocketplay cannot give me any documentation proving the funds have been successfully sent.

I gave them my Skrill details & they refused.

I am not waiting another 30 business days (6 week) on top of the 5 months I have already waited to not get my winnings.

I won fairly & non of this is fair.

I cannot be bothered with this anymore.

I have been scammed & I wish to leave a bad review about rocketplay.

I also wish to inform anyone who wants to use Rocketplay to NOT.

Dear Martina,

Thank you for your continued assistance with this case.

We have already forwarded a detailed update to your email address — could you kindly take a moment to check your inbox? Should you experience any difficulties locating it, please do not hesitate to let us know and we will be happy to resend it promptly.

We kindly ask the player to allow up to 30 banking days for the funds to be credited, as this is outside of our control and dependent on the bank's processing timeline.

We appreciate your patience and understanding in this matter.

That’s what iv heard for the last 5 months now.

another 6 week wait.

it’ll be the same as all the other times.

Dear Rhiannah,

I understand you feel hopeless,

Please keep me updated should you receive the money.

So what happens now? I just wait another 30 days for it to not come through?

I understand that this situation is frustrating.

However, the casino has provided proof that the funds were sent, but the transfer was rejected by the bank. At the moment, they are working on resolving the issue.

I understand that this is not ideal, but unfortunately, such processes can take some time.

Still haven’t recieved the money.

Dear RocketPlay Casino Team,

Have you had a chance to successfully send the funds to the player?

Thank you very much in advance for your update.

They’re claiming they’ve sent the funds.

they won’t provide me with any proof of payment.

they’ve told me to wait another 30 days & if I haven’t recieved it they will start another new investigation.

it’s the same thing over and over.

Dear Rhiannah,

Regarding my previous message, I was informed that the funds were sent, but the transaction did not go through as it was rejected by your bank.

The casino is currently working on resolving this issue.

Thank you for your patience.

Dear Martina,

We have already forwarded a more detailed response to your email — please check your inbox at your earliest convenience.

However, we would like to briefly reiterate the key points here: the payment has been successfully resubmitted from our side, and we have fulfilled our obligations in full. The timeline for crediting the funds is entirely dependent on the player's bank and is beyond our control.

Should the player not receive the funds within 30 banking days, we kindly ask her to contact our support team or Casino Guru and provide a bank statement confirming that the refund has not been credited.

We appreciate your understanding and patience.

This is going around in circles.

I have provided 5 months worth of bank statements all showing the exact same thing which is THE FUNDS NOT RECIEVED.

How many more times is this going to happen?

Next month it’ll be the same thing, wait 30 days, investigation to happen, see the funds haven’t been recieved & start all over again.

Dear Rhiannah,

I completely understand how frustrating this situation must be for you.

At this point, the payment has already been sent, and it is now up to your bank to accept and process it. If everything goes through successfully, the funds should reach you without any further issues.

I would kindly ask you to let us know within the next 25 days whether you have received the funds or not. If the payment does not arrive, the casino may then explore alternative payment methods.

For now, however, there is unfortunately not much that can be done from either side, as the transfer has already been initiated.

Thank you very much for your patience.

I have been in contact with my bank & they have advised me there’s nothing wrong with my account and because I have recieved money from these people multiple times before it’s very bizarre that I’m not recieving it now.

My bank has requested a UTER number from rocketplay.

Dear RocketPlay Casino Team,

Could you please provide this information directly to the player?

Thank you very much in advance for your cooperation.

I have asked the casino to provide this information so my bank can trace the payment & I have basically been told no.

which is a load of crap.

there should be no reason why they couldn’t provide me with that information if the funds had infact been sent.

Dear RocketPlay Casino Team,

Is there any additional identifier or transaction reference you could provide to the player so she can have the payment checked more thoroughly with her bank?

Thank you very much in advance for your cooperation.

when I spoke to my bank today the intentional payments people, they searched my name & could not find any pending payment waiting to come through to my account.

this has gone on for long enough now.

it’s just getting beyond a joke.

I shouldn’t have to beg for my winnings. Nor should I of had to wait this long.

im fed up with chasing money owed to me.

For rocketplay to simply refuse to give me a UTER number or any type of documentation showing proof of payment is very odd to me.

if the payment had been sent they would be able to provide me with some kind of evidence supporting what they are saying.

After many emails to rocketplay they still will not provide a tracking number nor any proof of payment being sent.

Im going around in circles here.

Still no money.

I just got this email from rocketplay.

they have blocked my account so I cannot login nor am I recieving my funds.

Dear RocketPlay Casino Team,

can you please send the deposited money (refund), directly to player´s Skrill account?

Last month they asked if I had Skrill I said yes.

today I asked for my money to be sent to Skrill & they told me they couldn’t.

now they can only send to MIFINITY which I’ve never used before.

im not sure why this is so hard to get my money!!

Dear Martina,

We would like to inform you that we have received the player's updated MiFinity account number and will be processing the refund to it in the nearest time. We kindly ask the player to await the crediting of the funds to her account.

We appreciate your patience and continued cooperation in this matter.

Dear Martina,

We have already provided a detailed response to your query via email — please kindly check your inbox at your earliest convenience.

However, to briefly summarize: the refund request has already been submitted to the player's MiFinity account, and unfortunately at this stage we do not have the technical ability to redirect the payment to Skrill. We kindly ask the player to await the funds to be credited to her MiFinity account, as the transaction is currently being processed through that channel.

We appreciate your understanding and patience in this matter.

Thank you RocketPlay Casino, please keep me updated about process of the refund.

Dear Martina,

We are pleased to inform you that the refund has been successfully processed and the player should have already received the funds. We have also forwarded a confirmation of the transfer to your email address — please kindly check your inbox at your earliest convenience.

We kindly ask the player to provide her feedback on this matter directly in this chat.

We appreciate your patience and cooperation.

Thank you RocketPlay Casino Team, do the good news!

Dear Rhiannah

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Rocketplay - I would like to know why my account has been blocked.

As there is no valid reason for it to of been shut down.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Rhiannah,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina