RocketPlay Casino - El jugador afirma que el pago se ha retrasado.

On the 22nd May I made a withdrawal for $2,200.

It was processed by a rocketplay member and I’ve still not received my funds.

ive been advised they are waiting on payment provider but i contact payment provider myself and gave them the transaction details they requested that I got off rocketplay and they say they have no record of the transaction.

I’ve since made another withdrawal, on the 29th May, a week later. I received this withdrawal immediately, as I usually do.

but I’m still waiting for my withdrawal on the 22nd

Dear bwelsh1991,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Is there anymore information you need from me?

Dear bwelsh1991, please allow me to ask you a few questions, so I can understand the whole situation completely.

Did you use the exact same payment details (such as the same method and account information) for the withdrawal on the 22nd of May as you did for the successful one on the 29th of May?

Have you informed the casino that your withdrawal on the 29th was received without issue, but the one from the 22nd is still missing?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hey, thankyou for your response.

I appreciate it in such a timely manner also.

All my withdrawal details were the same, they’re saved on my rocketplay account, I’ve only got one withdrawal option.

I’ve been in constant contact with them and have just been told continually to be patient and wait. I’ll send a screenshot of my most recent contact.

regards Bradey

Hey Dominika,

just an update for you.

still no funds have come through today, still waiting.

bradey

I just spoke to my rocketplay manager on the phone and I’m still getting told to wait.

i was told by him it would 100% be in my account on the Monday just gone, it’s now Thursday and Its been over 2 weeks since the withdrawal was processed and completed by rocketplay.

the finance team emailed me last weekend, I will attach it to this email.

I sent them my bank statements for proof that I’ve not received the funds. That was on Monday. Still I’m waiting and have not heard back from the finance team.

I still think it’s really weird that the withdrawal I made on the 29th went into my account instantly but the one I made on the 22nd, I’m still waiting for.

it’s causing me a great deal of stress.

your help is greatly appreciated.

bradey

Just a further update,

still no funds in my account.

bradey

Dear bwelsh1991, do you have any updates regarding the withdrawal?

Dear bwelsh1991,

We’re sorry to hear about your experience. We have thoroughly reviewed your case and would like to clarify the following: your funds were returned to your game balance and our support team informed you accordingly. Additionally, we can see that you successfully withdrew the funds.

If you have any further questions, please don’t hesitate to contact us — we’re here to help.

Dear bwelsh1991,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Dominika
Casino.Guru