RocketPlay Casino - プレイヤーの撤退が遅れています。

Haven’t received any of my money yet

casino say they have payment system technician issue.

financial department working on it but has been over week with no updates or resolution.

support doesn’t seem to know anything about it as if you ask them what is happening with the money there response is

our financial department is working on the issue and when there is an update or outcome you will be informed via email.

they don’t have any information on options available

Dear Joce,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

So do you want more of my chat transcript

I fully understand your frustration, Joz1614. It seems to be a technical issue not caused by the casino which postponed your payment. Could you please advise if you’ve provided the casino with requested bank statement?

I will set the timer for additional 4 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Yes I have already provided everything that they have requested from me before my withdrawal was approved on February 2nd 2021. Also my account has been fully identified and authenticated.

Thank you, Joz1614, for your reply.

I will set the timer for additional 3 days and if there’s no development by Thursday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hi, Joz1614! Thank you for creating a second withdrawal request. This is not a typical situation for our casino and difficulties arose on the side of your bank. For our part, we have sent a payment. He should come soon. We are sorry for the inconvenience caused. If you have any questions, you can always contact me as the official representative of the casino on the site. We will be glad to see you again at Rocket Play casino!

Thank you very much, RocketPlay Casino, for your assistance.

Dear Joz1614,

Please let me know as soon as you'll receive your winnings. Thank you in advance for keeping me updated.

Dear Joz1614,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.