RocketPlay Casino - Играчът няма достъп до акаунта си.

Upon doing my 4th deposit, my third deposit was flagged for fraud I assume by an automated system. It wasnt until my 3rd customer service rep finally being blunt about what they wanted that I was able to start solving the issue, however they are asking for 3 pieces of information from my banking app and all have to be in the same screen shot. My multiple screen shots was not enough proof. Those 3 pieces of information are not on the same screen at the same time simply because theyre very different bits of info. After advising them this was impossible I was advised to contact my bank and have them send me proof of purchase that also has the required info. After talking with my bank they were going to be happy to comply but would be charging me for it. Grand total of 9 hours dealing with customer service and im not closer to regaining access to my account than yesterday and on top of it I know when I get back into my account ill have to wager my 4th deposit atleast equal 1:1 when I no longer want to do any business with the worst site ive ever dealt with. Everything was pre-authorized i shouldnt even be going through this, and an unwillingness to budge on what constitutes proof because it must be those 3 things and all on one screen at the same time and nothing else suffices including my account number, name, transfer authorization number, nothing else is good enough. Because of why mt account was suspended they also refuse to return the 4th deposit and close the account so im forced to jump through impossible hoops, just to get my money back, to be forced to wager it before I can withdrawal and then I cut ties with these people forever. Long story short 5 customer service reps + 9 hours total = no closer to solving the issue.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you submitted a screenshot from the web version of your Interac account that includes all the information requested by the casino in a single image? Please note that the mobile app may not display all the required details, so it is important to log in from a desktop computer or use the desktop view in your phone’s browser.
• Have all your other documents been approved during the KYC verification process?
• Have you received any document or confirmation from Interac support that you could provide to the casino?

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

Best regards

Veronika

I did provide a screenshot from my online banking app, it was not approved because it didnt have my name email address and the payment in one screen shot (because not all 3 of those are on the same screen at the same time even if I use a laptop) I provided a monthly statement which I had pay for out of pocket, but it wasnt approved because they say ots edited but wh

At theyre looking at is the date i saved it from the email. And despite explaining that they cant accept. I am now on my 9th rep amd on top of this mess they created they'd like proof of my most recent deposit of $50 which they are currently holding on my suspended account. I dont want to start this all over before even finalizing the first one. I did everything asked and they just loopholed me into being wrong by saying I was wrong without providing any proof from their end.

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

Dear Adamazing,

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,

Veronika