RocketPlay Casino - Das Spielerkonto wurde aufgrund eines Problems mit einer verzögerten Auszahlung geschlossen.

I was playing Cashman Fortune. I think it’s called and I got to the end of a bonus level where I’ve had one $49.39 and the game crashed and cut out and every time I tried to load back into it it just kept saying contact customer care and the money was not added onto my balance. I contacted them where they basically told me that I needed to prove it and there was a whole range of things that were said so I said to them if it doesn’t get sorted you might as well close my account then and they close my countdown. I am really really annoyed because it’s not the first time that they have actually done this to me and not giving the money back and also I have asked them to close my account on multiple times and they haven’t due to me having a gambling problem. They didn’t do it though and I’ve got screenshots of them doing it so I’m actually gonna take it further with to try and get some of my money back, but I want to put in a complaint to get them because I’m sick and tired of them doing this if they do it to me how many others do they do it too

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Dear overit,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for describing the situation. I understand your concerns both regarding the missing winnings after the game crash and, more importantly, your repeated requests to close your account due to a gambling problem.

To proceed effectively, we will need to clarify a few key aspects of your case:

Regarding the game issue and missing winnings:

• Do you have any screenshots or screen recordings showing the bonus round, the win of $49.39, or the error message after the crash?

Regarding account closure and gambling problem (very important):

• Could you please confirm when you first requested account closure due to a gambling problem?
• Did you explicitly mention terms such as "gambling problem," "self-exclusion," or request a permanent closure?
• How many times did you request closure, and through which channels (chat/email)?
• Do you have screenshots or emails showing your requests and the casino’s responses?

If you have any supporting evidence (especially regarding your self-exclusion requests and the game incident), please upload it here or forward it to petronela.k@casino.guru.

While unrewarded winnings from a game round typically require clear technical evidence from both sides, the responsible gambling aspect—especially if a self-exclusion request was ignored—can be a very serious issue and will be an important part of our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear overit,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petronela
Casino.Guru