RocketPlay Casino - Spillerens indbetaling nåede ikke frem.

Goodnight

On the 26th of October I made a deposit of €200 and it did not enter my player account and left my bank account.

The method of payment was by nodapay, direct payment at the bank.

After several complaints and submissions of screen captures, sending proof of payment execution and bank statement even for a very extended period, everything remains the same.

Without solution.

And the same thing happened on the 8th of November with a deposit of 50 euros.

The answer is always the same, it's with the financial department and waiting for a response from the provider.

I'm super dissatisfied with the situation.

Boa noite

No dia 26 de Outubro efectuei 1 depósito de 200€ e não entrou na conta de jogador e saiu da minha conta bancária.

O método de pagamento foi pelo nodapay, pagamento directo no banco.

Após várias reclamações e envios de captura de tela envio de comprovativo de execução do pagamento e extracto bancário até de período muito alargado continua tudo na mesma.

Sem solução.

E ocorreu o mesmo no dia 08 de Novembro com 1 depósito de 50 euros.

A resposta é sempre a mesma, está com o departamento financeiro e a aguardar resposta do provedor.

Estou super insatisfeito com a situação.

Dear Botaquetem28,

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

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Nick

Goodnight

I contacted the casino right away through the chat and since the 26th of October 2022 it informed that it would be requesting information about the lost deposit from the provider.

If up to 1 month they can't do anything, well, 1 month has passed.

Everything remains the same, and today after the casino guru contacted you, I received an email requesting proof that the documents sent belonged to shipments at your casino.

At this point I already think it is a matter of unwillingness to resolve this matter.

Just access the chat on the 26th of October and you will immediately see my complaints about the lost deposit.

I am waiting for my money back urgently.

Boa noite

Contactei o casino logo no momento através do chat e desde o dia 26 de Outubro de 2022 informou que estaria a solicitar junto do provedor informação sobre o depósito perdido.

Se ate 1 mês não podem fazer nada pois bem, já passou 1 mês.

Continua tudo igual, e hoje após contacto do casino guru convosco recebo um email a solicitar prova de que os documentos enviados pertenciam a carregamentos no vosso casino.

Neste momento já acho que se trata de má vontade em resolver este assunto.

Basta acederem ao chat do dia 26 de Outubro e vêem logo as minhas reclamações a respeito do depósito perdido.

Aguardo a reposição do meu dinheiro urgentemente.

Hello Botaquetem28,

Can you please forward all the evidences and communication between you and the casino to nikolas.b@casino.guru?

Please note that we can't see anything internal from the casino as we are a different company.

Good evening, I will forward the emails that I have exchanged with support

Boa noite vou reencaminhar os emails que tenho trocado com o apoio

Hi, Botaquetem28!

Thank you for your feedback.

At the moment we are still waiting for a reply from the payment provider.

From our side we will compliment you with a bonus of 250 EUR and an unnoticeable x1 wager. Also, we'll put all our efforts in speeding up the process in order to resolve this unfortunate issue that we faced. Please, have no doubt our team will definitely contact you the minute we receive an update from our payment provider.

Despite being on bonus balance and knowing that they will do everything to not have any prizes and there is no possibility of withdrawal, they could have taken this stance a long time ago.

But it's a principle.

Goodnight.

I await the same reply.

Apesar de ser em saldo bónus e saber que tudo vão fazer para não ter nenhum prémio e não haver a possibilidade de retirada, já poderiam ter tomado esta postura há imenso tempo.

Mas é um princípio.

Boa noite.

Aguardo por resposta na mesma.

And despite the bonus, I do not consider the case closed, and I am waiting for my money to be replaced in real balance

E apesar do bónus não dou o caso por encerrado, e aguardo a reposição do meu dinheiro em saldo real

As we are waiting for the payment provider, which the casino can't affect or speed up, the timer will be set on the casino. Meanwhile enjoy your bonus.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino has already informed me that the provider has contacted them and that they have not received the money, which is completely impossible. they told me to contact my bank, but as the v/employee of the casino guru saw, after sending the bank statements, it was very visible, that the money left my account and did not come back in.

I can only conclude that someone took my money.

O casino já me informou que o provedor o contactou e que não receberam o dinheiro, o que é totalmente impossivel. disseram para eu contactar o meu banco, mas tal como o v/colaborador do casino guru viu, apos o envio dos extatos bancarios, foi bem visivel, que o dinheiro saiu da minha conta e não voltou a entrar.

só posso concluir que alguem ficou com o meu dinheiro.

Hi Botaquetem28!

Sorry for long waiting,                                       

From our side, we have conducted a deep investigation in terms of your situation, and received a reply from the payment operator. Unfortunately, your transactions were failed and funds were not received. But we are here to help finding a solution for this situation as your successful experience in the casino is important for us.

To solve the problem, please contact your bank to clarify the details of this transactions, and then return to our support team with an answer.                                     

Respectfully,

RocketPlay Team

Dear RocketPlay Casino,

Can you please provide the payment provider's statement in order to prove your claim to nikolas.b@casino.guru?

Also dear Botaquetem28,

Did you contact your bank in order to find out more details?

good evening

I did not contact the bank statement and of course the money left my account and was not returned.

Boa noite

Não entrei em contacto o extracto bancário e claro o dinheiro saiu da minha conta e não foi devolvido.

Hello, Nick!

I have already sent you an email. 

Have a great day!

Thank you for the provided evidence. I will be e-mailing you soon regarding the one you sent to us.

Hi!

As mentioned in the letter, there are 2 steps to solve this problem. Firstly, the player should contact his bank and clarify the details of this transactions.

After he should provide us with information from the bank that the payment was successful. Then we will then be able to require the payment system to resolve the problem if it was on their side.

Without having the transaction information from the player, we can’t help solve the problem.

Good Morning

Not that more evidence is needed, I sent proof of payment and bank statements from the 26th of October until December, where it was clear that the money left my account and did not enter.

the casino has access to everything they don't return the money because they don't want to.

Bom dia

Não que mais evidências são necessárias, enviei os comprovativos do pagamento e extratos bancários desde o dia 26 de outubro até dezembro, onde foi claro que o dinheiro saiu da minha conta e não entrou.

o casino tem acesso a tudo não devolvem o dinheiro porque não querem.

Dear RocketPlay Casino,

Can you please advise if you did receive the player's bank statement from him?

Hi, Nick.

Our finance team has checked the issue once again and we have sent the results of the investigation to your email. 

Good afternoon

At the time the 16.58 operation was executed in portugal.

No €200 transaction appears as accepted.

Therefore, I reaffirm that this amount has not been entered into the player account and I demand a refund.

As well as the 50 euros missing from November.

The rocketplay casino that provides you with vouchers with time and number. From the id I sent.

You'll see that I'm telling the truth

Boa tarde

Na hora em que foi executada a operação 16.58 em portugal.

Não aparece nenhuma operação de 200 € como aceite.

Portanto volto a reafirmar Não entrou esse valor na conta de jogador e exijo a devolução. 

Assim como dos 50 euros em falta de novembro.

O casino rocketplay que vos disponibilize os comprovativos com hora e nr. De id que enviei.

Verão que estou a dizer a verdade

Hi,

Recently we investigated the case once again, and unfortunately did not find any unpaid or uncredited deposits of the player.

But customer loyalty is much more important for us, so we offered the player a full refund of €250.

Our support team has already requested the necessary details to transfer these funds.

Please keep in mind that the refund process may take from 7 to 30 days, but we will do our best to keep the player informed of all the steps.

Please accept our apologies for inconvenience.

When I receive the amount, I will inform you and I will consider the situation as concluded.

Quando receber o valor informo e darei a situação como concluida

Dear Botaquetem28,

We will be waiting for the confirmation about the credited amount.

As soon as I receive it, I'll let you know.

Thanks for the support given so far

Assim que receber informo.

Obrigado pelo apoio dado até agora

Good afternoon,

I inform you that I have just received the 250€ from the casino, I consider the matter resolved. thank you without your collaboration it would not have been possible.

Boa tarde,

informo que acabei de receber os 250€ por parte do casino, dou o assunto por resolvido. obrigado sem a vossa colaboração não teria sido possivel.

Thank you Botaquetem28 for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you out.

Regards,

Nick