RocketPlay Casino - Igrač zahteva povraćaj svojih depozita.

I acknowledge that my account at RocketPlay Casino has been suspended due to T&C violations. 

I am not disputing the suspension or any forfeited winnings. 

I am only requesting a refund of my original deposits in accordance with the casino’s Refund Policy (Section 10). 

I have fully submitted all required KYC documents and am willing to provide any additional verification needed to facilitate this process.

I kindly request CasinoGuru’s assistance in contacting the casino and facilitating the refund of my original deposits.

Important notice:

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please clarify which rules were allegedly broken and your stance on the accusations?
• Could you please share with me your communication with the casino regarding the allegations made against you? 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

I had been a player at the casino for approximately 3.5 years. I was high roller player and vip. My account was suddenly blocked today between 3:00–5:00 PM (Western Australia time). I noticed this when I was unexpectedly logged out of my account.

When I tried to log in to play, I was unable to access my account. I then contacted my VIP manager via Telegram, who informed me that my account had been permanently blocked. There was no prior warning, and I was only told that this was due to T&C section 9.4, without any further explanation.

I played a combination of sports betting and slots to meet the wagering requirements and accumulate my balance.

During this year, in March, April, September, and December, my VIP manager provided me with no-wagering deposit bonuses, and most recently a x1 wagering bonus, typically for 1–2 weeks (with a daily limit of three uses).

When I first received this type of bonus in March, I made a deposit and contacted customer support to specifically ask whether placing a low-odds (1.01) bet on live sports would count toward wagering/rolling requirements. I was clearly told that there was no problem with this.

Based on that confirmation, I used the bonus in March and April and gained approximately $10,000–$20,000, which I later lost back at the same casino.

In September, my VIP manager again provided the bonus for one week, and I completed wagering using blackjack, baccarat, and sports betting, with no issues raised at any time.

Three days ago, I received another x1 wagering bonus. Today, I deposited $4,400, completed the wagering requirements through sports betting and slots, and then submitted a withdrawal request.

Approximately 1–2 hours later, when I tried to log back in to continue playing, I found that my account had been permanently blocked.

The casino has only stated that my account was blocked due to issues with my gameplay, without providing any specific explanation.

I initially assumed the issue might be related to low-risk sports betting, but this is confusing, as I had placed hundreds of similar bets in the past, and I was previously told by customer support that this behavior was allowed.

Despite this, my account was suddenly blocked without warning, and both my deposited funds and winnings were confiscated.

6. Communication records

I previously had screenshots showing that customer support confirmed my sports betting method was allowed. Unfortunately, these were deleted due to the time that has passed. However, I believe that these conversations should still be available in the casino’s internal chat or support records.

I would like to add an important clarification to my case.

On more than two occasions, I explicitly asked customer support whether low-risk sports betting was allowed, and each time I was told that there was no issue with this type of gameplay.

Furthermore, over the course of approximately one year, on three separate occasions, I engaged in very similar betting behavior for several weeks at a time, while using bonuses provided by the casino. During this entire period:

No warnings were issued

No restrictions were applied

I continued to receive additional bonuses

During this time, I was even treated as a high-roller/VIP player, assigned a dedicated manager, and when deposit fees were suddenly introduced, the casino voluntarily compensated me with several hundred dollars as a goodwill gesture.

Given this history, it is extremely difficult for me to understand how the same behavior—previously approved, repeatedly tolerated, and even encouraged—could suddenly result in a permanent account closure without any warning, with both my deposit and winnings confiscated.

I am not disputing the casino’s right to change its policies, but I strongly believe that applying such a severe penalty retroactively, especially to a long-term VIP player who sought clarification in advance, is disproportionate and unfair.

I’m feeling very sad about this situation, so I am posting again to explain everything clearly and in an organized way.

What saddens me the most right now is that I will likely never be able to use my RocketPlay account again. If that is indeed the case, I hope at least the last deposited amount of $4,400 can be refunded.

When I first became a VIP, my manager Mike offered me a no-wagering deposit bonus for about a month (probably because I hadn’t played for a while). I deposited funds and rolled the bonus on blackjack and baccarat. I even asked the customer support if it would be okay to place low-risk bets on sports, and they confirmed it was allowed. I enjoyed playing this way for about a month (even lost $2,700 on a 1.01x sports bet).

Later, in September, another manager, Betty, gave me a no-wagering bonus for a week. I played similarly, withdrew funds, redeposited, and lost everything again.

Then, in December, after losing almost $50,000, a deposit bonus was activated. The manager gave me an x1 wagering bonus. During six deposits, I went all-in on baccarat and blackjack, and eventually my balance grew to $5,400—consisting of $4,400 deposits and $1,000 winnings.

When I tried to withdraw the $5,400, my account was suddenly blocked. If RocketPlay considered me a "risk customer," why did they allow me to place these bets (as confirmed in customer support chat records, which I can provide with approximate dates if needed)? Why were bonuses allowed to be withdrawn freely before, and why is my account now blocked without any warning, leaving me with only a small bonus (about $1,000–$2,000) during a loss period?

I always thought RocketPlay was the best online casino, and I hope this is just a misunderstanding.

Dear Thomas,

I am writing to provide some additional details that I recalled more clearly after giving further thought to my situation, and I sincerely hope you can kindly pass this on to Rocketplay for review.

The most recent no wagering deposit bonus I received was from 17/09, and it was valid for one week. I have attached the conversation history with my VIP manager for reference.

On 17/09, after making a deposit, I contacted customer support to ask about the bonus. At that time, I was informed that the bonus rules had changed. Previously, when I received no wagering bonuses around March–April, the bonus was credited immediately upon deposit. However, I was told that under the new rules, the bonus would only be issued if my balance was below $5, effectively functioning like an insurance-style bonus.

I was initially going to give up on the bonus, but I then asked customer support whether I could place an all-in sports bet, reduce my balance below $5, and then request the bonus. I contacted customer support again regarding this, and while I spoke with several agents, I believe one of them may have been Jayash (the Rocketplay internet chat logs should confirm this).

Customer support confirmed that if I placed a sports bet and my balance dropped below $5, the bonus would be issued. Based on this guidance, I received the bonus three times per day for seven days.

I also clearly remember being told by customer support that if I received the bonus and then cashed out winnings from sports betting, the entire balance would then become subject to the wagering requirements of that bonus type. However, since my Improved Deposit Insurance was a no wagering bonus, I was told that withdrawals would be possible immediately.

After actively receiving the bonus and playing during that week, I eventually lost the balance. Following that period, the bonus feature was deactivated. For approximately three months afterward, I only played occasionally using deposit coupons provided by my VIP manager.

On 14/12, I was informed that Deposit Insurance had been reactivated on my account. I asked my VIP manager about the details and was told that this time it could not be issued as a no wagering bonus, but instead as an x1 wagering requirement bonus valid for 10 days.

I then followed the same understanding as before: I placed sports bets to qualify, received the bonus, rolled it on slots, and played my preferred games such as blackjack and baccarat. I nearly lost everything during this process, and on just the second day, my account was suddenly permanently suspended.

From my perspective, Rocketplay allowed these actions, confirmed their validity through customer support, and only after that imposed a permanent suspension. This feels like a case of approval first, followed by punishment afterward.

While I would of course appreciate the return of my deposits or winnings, my genuine wish is for my case to be reviewed fairly so that I may continue playing on Rocketplay.

Dear Thomas, I would be truly grateful if you could kindly convey this message clearly to Rocketplay on my behalf.

Thank you very much for your time and support.

Kind regards,

Dowon ****

No matter how much I reflect on this situation, I cannot identify a reasonable basis for the account suspension, because the same betting behavior was carried out consistently over several months and resulted in numerous approved withdrawals.

Notably, all previous bonuses involved were no-wagering bonuses, while the most recent bonus in question actually included wagering requirements.

At no point was I warned, restricted, or informed that this betting activity was prohibited.

By repeatedly approving withdrawals under these circumstances, the casino implicitly accepted this betting pattern as permissible.

Penalizing a single recent instance—especially when prior cases were treated as acceptable—constitutes selective enforcement and raises concerns regarding the consistency and fairness of rule application.

I sincerely hope this matter can be resolved in a fair manner, whether that allows me to continue playing at Rocketplay or results in the return of my funds.

I appreciate CasinoGuru’s assistance and kindly ask the Rocketplay team to reconsider this case based on consistency and fairness.

Thank you both for your time and efforts, and I wish the CasinoGuru team and the Rocketplay team a Merry Christmas.🥳✨🎁

Thanks for the detailed explanation, and Merry Christmas.

Let me try to summarize the situation as I understood it:

From your description of events, instead of receiving a no-wager deposit bonus like previously, at this time, you received a parachute-type bonus that required you to wager the bonus money once.

You used the real money you deposited on making low risk bets on sports, while you wagered the bonus on slots. To confirm that this type of betting was allowed, you asked casino support about it before placing bets earlier, when the rules of the bonus received were different, namely, there were no wagering requirements.

• Have you managed to complete the wagering of the bonus the last time you received the bonus?

Please let me know.

Hello,

Yes, I have always completed the wagering requirements. Otherwise, withdrawals would not be possible at all.

From my understanding, Rocketplay’s deposit bonus system seems to have changed in nature, similar to how car insurance policies evolve over time. For example, in September 2025, there was a promotion offering a No Wagering Deposit Bonus for one week, up to three times a day. At that time, I learned about a new rule stating that the balance must be under $5 in order to receive the bonus.

I contacted customer support to clarify this and specifically asked:

"If I go all-in on sports betting and my balance drops below $5, can I then request the bonus?"

Support confirmed that this was possible. They also warned me that if the bonus had a wagering requirement, and I cashed out a sports bet after receiving the bonus, then the entire balance would convert into a bonus balance subject to wagering. However, when I clarified that my bonus had no wagering requirement, support confirmed that I would be able to withdraw immediately.

Based on this confirmation, over a 7-day period I received approximately 18–20 bonuses. I mainly used low-risk sports betting, and the total bonus amount I received was several thousand dollars.

That said, I have been a very loyal Rocketplay user. I regularly played Baccarat and Blackjack, sometimes losing heavily and sometimes making profits, particularly around September 2025. After that period, due to high bonus usage, my Deposit Insurance was deactivated. Occasionally, when I asked my personal VIP manager, I would receive bonus coupons.

Over the following three months, I made profits, but in early December I lost approximately $40,000–$50,000. After that loss, I was informed that Deposit Insurance had been reactivated. I then asked my VIP manager to provide a no-wagering bonus for 1–2 weeks. However, the manager informed me that wagerless bonuses were not possible and instead offered a bonus with a x1 wagering requirement for 10 days.

I then followed the same method I had used consistently for the past six months:

I deposited, placed all-in bets on sports, requested the bonus from customer support, and completed the x1 wagering requirement using the bonus funds on slot games.

On December 16–17, I was able to withdraw without any issues. (During those two days, I admit I almost lost my balance entirely due to Blackjack and Baccarat, but I managed to recover.)

On December 18 in the morning, I received a weekly loss cashback of about $400, completed the x5 wagering requirement, and withdrew approximately $800–$900.

Later, I deposited $4,400, received a $660 bonus, completed the x1 wagering requirement, and earned around $1,025 in profit during the wagering process. After a successful sports bet, my total balance reached approximately $5,600, which I requested to withdraw around 3:00 PM (Western Australia time). However, between 4:00–4:30 PM, my account was permanently suspended.

As you asked, Thomas, I have always complied with the wagering requirements. If they were not met, withdrawals would not have been possible in the first place.

From March to December, I received this type of bonus for more than two months, and all withdrawals were successful. I even contacted customer support on September 11 to double-check whether there would be any issues, and I was reassured that everything was fine. Based on this, I proceeded confidently and completed approximately 18–20 times of deposits and withdrawals, all without any problems.

I regularly generate monthly rolling volumes of 500k~$1M playing Blackjack and Baccarat. Given this long history and the fact that everything had been approved and processed successfully before, I genuinely cannot understand why my account was suddenly permanently suspended.

The reason I am explaining why I previously received no-wagering bonuses is that, even when the bonuses were completely wagerless, the same betting pattern I used was approved without any issues.

However, at the time of my recent suspension, the bonus I received did have a x1 wagering requirement, and that wagering requirement was fully and properly completed. Despite this, I am concerned that Rocketplay may have determined that my betting behavior was "not normal" or was considered to be structured primarily for the purpose of receiving bonuses, and that this may have been the reason for the suspension.

I would sincerely appreciate a clear explanation regarding this matter.

Thank you for your time and consideration.

Kind regards,

KIM

The casino initially permitted certain actions under their rules, but later suddenly enforced a stricter interpretation and blocked my account under Section 9.4 without clear justification. I have carefully read the Terms & Conditions, and I still cannot understand what action of mine could have possibly violated them. The clause is extremely vague, and my account was suspended without any prior warning. The customer support team previously allowed my activity, and I have received bonuses and withdrawals dozens of times without issue. If there had been any misguidance or a rule change, I would have certainly complied had I been properly warned."

Of course, a deposit of $4–5,600 is a significant amount, but what hurts the most is not being able to use Rocketplay anymore. In my 10 years of online gambling, I have never experienced a platform with such fast customer support, friendly managers, and a well-designed interface. The sudden account suspension was so shocking that I ended up deleting all my other online casino accounts as well.😇

1. Ambiguity of the Terms

The relevant clause in the Terms and Conditions is ambiguous and not clearly defined.

As an ordinary user, it was not reasonably clear that my actions constituted a violation.

2. Long-Term Acceptance by the Operator

I engaged in the same behavior consistently for more than three months.

During this entire period:

Deposits were accepted without restriction

Withdrawals were processed successfully

Bonuses were continuously granted

Customer support explicitly confirmed that the activity was allowed

3. Legitimate Expectation Created by the Operator

Based on the operator’s repeated acceptance of my activity,

I developed a legitimate and reasonable expectation that this behavior was permitted under the operator’s rules.

4. Inconsistent and Retroactive Enforcement

The operator did not issue any prior warning, restriction, or clarification.

Instead, the operator later imposed sanctions retroactively, after previously allowing and facilitating the same behavior.

This represents inconsistent enforcement and retroactive application of the Terms and Conditions.

5. User Protection Principle

Even if the operator now considers the behavior to be a violation,

applying penalties retroactively after long-term approval is unfair and contrary to user protection principles.

6. Proportionality of Measures

Any enforcement action should be proportionate and applied from the moment of clarification forward,

not used to invalidate previously approved activity, balances, or winnings.

7. Requested Resolution

I respectfully request that the operator:

Restore access to my balance and withdrawals, or

At minimum, limit any enforcement to activity after explicit notice, and

Avoid confiscation of funds generated during a period of documented approval and acceptance.

I apologize for not explaining everything in a single message.

Additional details came to mind afterward, so I am adding them here for clarity.

Thank you for your understanding.

In order to escalate this matter to the Curaçao Gaming Authority (CGA) if it cannot be resolved through Casino Guru, I have been requesting your gaming license number for over a week.

Instead of receiving the required information, I was repeatedly told that the responsible specialist was "not in the office," which is an unreasonable response for publicly disclosable licensing information. Today, the live chat was abruptly disconnected without providing any answer.

I am fully aware that a gaming license number is information that must be publicly disclosed. The continued failure to provide it appears to be deliberate avoidance.

Hello jeazl12,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear jeazl12,

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, Stefan (stefan.m@casino.guru). 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 jeazl12,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from RocketPlay Casino to join this conversation and assist in addressing the complaint.

Dear RocketPlay Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hi, Stefan and Rocketplay team…!

I sincerely hope that this matter can be resolved smoothly. While the funds are certainly important to me, it is equally important that I am able to continue playing at this excellent casino again in the future.

Dear Stefan,

We’ve shared a response with you via email; please check your inbox at your convenience. If you don’t see our message, kindly let us know so we can resend it.

this is last game played on 18/12 then suspended in an hour

Dear Stefan,

We’ve sent you our response by email. Please check your inbox when convenient. If you haven’t received it, please let us know and we will resend it.

Dear RocketPlay Casino Team,

I have responded to your email and will be awaiting your reply with the additional information.

Dear Stefan,

We’ve sent you our response by email. Please have a look when you have a moment. If you don’t see it in your inbox, just let us know and we’ll be happy to resend it.

Any updates?

Dear RocketPlay Casino,

Thank you for your response and continued cooperation.

I have responded to your email and will be awaiting your reply.

Dear Stefan,

We’ve sent our response to you by email — please check it when convenient. If you don’t see it, just let us know and we’ll be happy to resend it.

Dear jeazl12,

Your account was closed in accordance with Clause 9.4 of the Casino Terms and Conditions.

Specifically, the account was closed due to the use of betting schemes and activities that were identified as harmful to the casino and in breach of their internal policies. As a result, restriction measures were applied, including account closure, in line with the Terms and Conditions accepted by the player.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.