RocketPlay Casino - Igrač se suočava sa odloženim odgovorom i zbunjenošću oko dobitaka.

Hello 

My name is Chris *****

I am submitting this complaint after attempting, over several weeks, to resolve the matter directly with Rocket Play casino in a fair and reasonable manner.

During this time, I have been patient and cooperative, allowing the casino sufficient opportunity to investigate and respond appropriately. Unfortunately, I have experienced ongoing delays, inconsistent information, and a lack of continuity in support, with multiple/ all chat agents unaware of my case which didnt help me or my time when trying to fairly resolve this.. i have one person only Joel vip manager suppport given at this time and he was time poor, due to little hours he works when email communication was the only way to deal with this complaint raised, how could they not see how frustrating this was for me.

There are two primary concerns:

Bonus Wagering Discrepancies

I was required to complete significant wagering (approximately $35,000). Throughout this process, I received conflicting information regarding my progress. Upon completion, my balance dropped significantly without a clear or satisfactory explanation.

Jackpot Win Dispute (~$75,000)

Shortly after, I won a major jackpot. This win was visible and recorded, and I have retained supporting screenshots. The casino later declined the payout, citing a "system glitch," without providing sufficient evidence or a clear explanation of the malfunction.

Given the circumstances:

The game appeared to function normally at the time of the win

No immediate notification of malfunction was presented

I have retained evidence of gameplay and winnings

I believe this matter warrants independent review.

I have made genuine efforts to resolve this directly, but due to the lack of clarity, consistency, and resolution, I am now escalating this complaint.

I am requesting a fair investigation into both the wagering discrepancy and the disputed jackpot win, along with a clear and evidence-based explanation from the casino.

I have retained clear screenshots and records of my gameplay, balances, and the disputed jackpot win, including the amount won and subsequent changes.

The casino’s explanation for denying the ~$75,000 win was a "system glitch," however:

The game appeared to function normally at the time

No immediate malfunction notification was presented

No sufficient or evidence-based explanation has been provided to support this claim

I experienced repeated support failures, including:

Multiple agents having no awareness of my case

Having to repeat my situation numerous times

No continuity, escalation, or ownership of the issue

There has been a clear lack of urgency, concern, and fairness despite the seriousness and value of the matter raised.

The response and handling of both issues (wagering discrepancy and jackpot denial) have been:

Delayed

Inconsistent

Lacking transparency and proper explanation

I made genuine and patient efforts over several weeks to resolve this directly with the casino before escalating:

Allowing reasonable time for investigation

Attempting to communicate through VIP and support channels

Remaining cooperative throughout

Access to VIP support was extremely limited and unreliable, including:

Difficulty reaching my assigned VIP manager

Delayed or absent responses via email

No availability during key times (including weekends)

No alternative escalation offered despite the seriousness of the issue

Despite repeated contact, there was no effective escalation to senior staff or management, even given the financial significance of the complaint.

The bonus wagering issue (conflicting information and unexplained balance reduction) is included as a supporting pattern of inconsistent and unclear handling, raising further concerns about fairness and system reliability.

I have been a long-term VIP and loyal customer, having deposited significant amounts over the years, and this level of treatment is:

Unexpected

Disproportionate

Deeply concerning given my history with the casino

I believe I have acted fairly, reasonably, and in good faith throughout, and I am now seeking an independent and transparent review of this matter.

Kind regards 

Chris *****

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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.

• Is your player's account accessible to you? Can you log in?
• Could you please share screenshots of your deposits in the casino during the relevant period?
• Could you please share screenshots of the bonuses that were active during the relevant period?
• What games did you play when you achieved the largest win?
• Could you please share with me your communication with the casino regarding the justification for the removal of your winnings on both occasions? Send emails or chat transcripts to my email at tomas@casino.guru, 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