RocketPlay Casino - 플레이어의 계정이 제한되었습니다.

I’m filing a complaint against RocketPlay Casino for restricting my account without explanation and holding ~$11,000 in winnings.

What happened:

I won the money through normal play.

They demanded extensive proof-of-funds docs (bank statements, etc.). I provided everything.

They approved my account and let me withdraw my original deposit.

Soon after, they locked the account.

Support only cited a vague Terms clause—no specific violation or evidence.

Supervisor email was the same: no details, no resolution path.

I’ve followed all rules, yet they refuse to justify the block or release my funds. This is unfair and lacks transparency.

Please mediate to either:

Reinstate my account, or

Release my $11,000 with a clear explanation.

Attached: support chats & supervisor email.

Thank you for your help.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sportboi,

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.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus?  
• Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,  

Katarina

Hi Katarina,

I sent you additional info/proof via your email

Thank you!

Alexandre

Any update? I did not use any bonus, sorry forgot to mention it in the last correspondence.

Dear Sportboi

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Sportboi,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite RocketPlay Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s account has been locked?

Thank you in advance for providing the information.

Dear Martina,

We have just sent you an email. Kindly take a look when you can.

Dear RocketPlay Casino Team, I have responded to your email. Can you please check? Thank you so much

Dear Martina,

We've responded to your inquiry, please check your email.

Dear RocketPlay Casino Team,

Thank you for your message. I have responded to your inquiry—please kindly check your email.

Dear Sportboi,

I understand that it may feel unusual to address this matter with the casino outside of the thread, but this is a common and accepted practice.

Thank you very much for your patience and understanding.

Dear Martina,

We have just sent you an email. Kindly take a look when you can.

Dear Sportboi, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us. Now I am waiting for the casino to get all the information I need.

Thank you for being so patient.

Dear Martina,

We have just sent you an email. Kindly take a look when you can.

Dear Sportboi,

Thank you for reaching out to Casino.Guru. I understand how frustrating it can be to encounter an issue with sports betting. While we don’t have the expertise or resources to handle these types of complaints directly, I want to make sure you have the right support to move forward.

Here are some specialized websites that may be able to assist you:

• https://www.safebettingsites.com/complaints/
• https://www.bookmakersreview.com/sportsbook-complaint/
• https://www.bookmakers.bet/submit-a-complaint/
• https://www.askgamblers.com/submit-complaint

I hope these resources help you resolve the issue efficiently. Thank you for understanding the limits of our support in this area.

Best regards