RocketPlay Casino - Die Gewinne des Spielers werden mit einem Casino-Bonus verwechselt.

Hello, I deposited €1000 and won. I have pictures and screenshots of proof that I played without a bonus and nothing. I won and the money is not available for withdrawal because it is in the casino bonus!!! What do I have to do with the casino??? I spoke to the agent and they told me there was a mistake and we will correct it but unfortunately I have contacted Uber 6 times so far but the same.....please, I wanted my money back

Hallo ich habe eingezahlt 1000€ und habe gewonnen ich habe Bilder Screenshot Beweise habe ich gespielt ohne Bonus ohne nichts habe ich gewinnen und das Geld steht bei mir nicht auszahlbar weil sind in Casino Bonus !!! Was habe ich zu tun mit casino ??? Ich habe mit die Agent gesprochen und die sagen mir ist eine Fehler wir wurden korrigieren aber leider habe ich bis jetzt Uber 6 mal kontaktieren aber die gleische ….. bitte wollte ich meine Geld haben

Dear Arseni,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Are you sure you didn't activate a bonus accidentally?
• Could you please post a screenshot of your bonus history here in this thread?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

what proof do you want? Deposited 1000€ and played sports bets. The agents had confirmed that there was an error but unfortunately nothing came from them. Just wait, that's the answer from them. I can send you more pictures of the scene.

welche Beweise wollen sie noch eingezahlt 1000€ und Sportwetten gespielt die Agenten hatten bestätigt das ist eine Fehler bei denn aber leider kommt nichts von denn nur warten das ist die Antworten von denn ich kann sie noch mehr Bilder von scenschot schicken

Hello again, I wanted to let you know that the site has corrected the errors and I got the money, thank you very much anyway 🙏

Hallo nochmal ich wollte beschied geben die Seite hat die Fehler korrigiert und das Geld habe ich bekommen trotzdem vielen Dank 🙏

Dear Arseni,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Kristina

Casino.Guru