RocketPlay Casino - As retiradas do jogador estão sendo atrasadas devido a problemas de verificação.

I have been trying for nearly 4 days now to verify my account for withdrawals! I must have sent all the necessary documents at least 10 times in various forms, via email, in the upload or live chat. I consistently hear the same thing from new employees that the information gets supposedly forwarded or they never received anything. My withdrawals are continuously being cancelled. They assure me that they will contact me via mail etc., etc., etc... I have never experienced anything like this before. It's quite apparent that they're intentionally stalling or trying to wear me down so I gamble away the money I'm trying to withdraw. To me, this clearly amounts to fraud!!

Ich habe jetzt seit fast 4 Tagen probiert mein Konto für Auszahlungen zu verifizieren! Alle Dokumente habe ich bestimmt 10 mal in jeglichen Formen zugesendet, per Mail, im Upload oder livechat. Es wird immer wieder von neuen Mitarbeitern mir dasselbe erzählt und angeblich weitergeleitet oder es wäre NIE was angekommen. Meine Auszahlung wird jedesmal wieder abgebrochen einfach. Mir wird zugeSagt sich per mail zu melden usw usw usw.. habe das in der Form noch niemals erlebt hier wird ganz offensichtlich Zeit geschindelt bzw der Spieler müde gemacht dass er die Auszahlung verspielt. Für mich ist das offensichtlicher Betrug!!

Hello timoschoenb,

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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

As of Thursday last week. All payment methods that I would have used, such as mifinity, Jeton, Nodapay, etc.

Address documents and personal ID would probably be approved.

However, the casino always gives me a maximum of 6-10 hours to approve the documents. But 99 percent only ready-made emails from the computer.

Ab Donnerstag letzter Woche. Alle Zahlungsmodalitäten die ich genutzt hätte, wie mifinity, Jeton, Nodapay usw.

Adressdokumente und Persönliche ID wären wohl genehmigt.

Das Casino teilt mir aber jedesmal einen Zeitraum von 6-10Stunden maximal um die Dokumente zu genehmigen. Aber zu 99 Prozent nur vorgefertigte Emails vom Computer.

Dear timoschoenb ,

Thank you for bringing this issue to our attention. We sincerely apologize for any inconvenience you've experienced during the verification process. Normally, we aim to process verification requests as quickly as possible, but in some cases, it may take longer.

We are pleased to inform you that verification was successful, and you can now proceed with your withdrawal request. As a gesture of apology, we would like to offer you 50 no-deposit free spins. To receive the gift, please contact our customer support.

If you have any further questions, feel free to contact us.

I will try to withdraw again.

Ich werde erneut probieren auszuzahlen.

Hello timoschoenb,

Please let us know the outcome as soon as possible so we can close the complaint accordingly or help you out if you would still struggle.

Payment has now worked can be closed

Auszahlung hat jetzt geklappt kann geschlossen werden

Dear timoschoenb,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru