RocketPlay Casino - La cuenta del jugador se cerró debido a una prohibición de jugar.

I deposited roughly 1000€ to Rocketplay casino in the year 2022. I managed to deposit and play, and then my account was closed because I had a gambling ban on their sister casino. Shouldn't they refund the money I deposited?

Talletin Rocketplay casinolle noin 1000€, vuosi 2022. Kerkesin tallettaa ja pelata ja sitten tilini suljettiin koska minulla on ollut pelikielto sisarkasinolle. Eikö heidän pitäisi palauttaa tallettamani rahat?

Hello Imjjj,

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 what kind of gambling ban do you have and in which exact sister casino? Did you have any remaining balance in the casino when it got closed? When was the last time you contacted the casino and what did they respond?

Also please keep in mind that we usually do not deal with complaints if the issue occurred over a year ago as most of casinos do not even store player date for such a long time.

Looking forward to your answer.

Regards,

Nick

I don't know which sister casino because the account was closed suddenly and I remember there was no balance. In the chat they just said that the account is closed because the sister casino is banned due to gambling addiction. I was immediately contacted in 2022 and after that and said that the money must be returned, but they said that I am not entitled to it.

En tiedä mikä sisarkasino koska tili suljettiin yhtäkkiä ja saldoa ei muistaakseni ollut. Chatissa sanoivat vain että tili on suljettu sillä pelikielto on sisarkasinolle uhkapeliriippuvuuden vuoksi. Olin heti yhteydessä vuonna 2022 ja sen jälkeenkin ja sanoin että rahat on palautettava mutta he sanoivat että en ole siihen oikeutettu.

Hello, thank you for your feedback. We're sorry to hear about your experience. We've thoroughly reviewed your case and apologize for any inconvenience. We've processed a refund of 1727 EUR. You can expect the funds to be credited to your bank account within 30 business days. Wishing you a wonderful day ahead!

Hello Imjjj,

Please let us know once the money arrives from the casino so we can close the case accordingly.

Thank you

Tuli kiitos

Dear Imjjj,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.