RocketPlay Casino - Die versprochene Gratiswette des Spielers wurde nicht gutgeschrieben.

Hi good afternoon

I received an email from Rocket play on January 18th, 2024 that I had a €15 free bet when I went into my account, but there was nothing in it. So I wrote to customer support asking them to please credit me with the freebet. He then says he has sent it to the responsible department and I should wait. I then asked several times. Now over 14 days have passed and still nothing. I was assured that someone would contact me in an hour. That was about two hours or three hours ago. And now my answer came that there were no free spins or free bets available for my account. I think it's pretty mean because I've always bet for Rocket play. With you, for example, something like this and it's not the first time either. I just don't want to put up with it anymore. That's why I'm getting in touch with you. I also have a screenshot of proof that I received this email on January 18, 2024. I hope we can come to an agreement. Kind regards, Domenic S******

Hallo, guten Tag

Ich habe am am 18.01.2024 eine E-Mail von Rocket play bekommen, dass ich einen 15 € freebet habe als ich in mein Konto ging, war aber nichts drin. Also habe ich dem Kunden Support geschrieben, dass er mir bitte den freebet gut schreiben sollen. Er meint dann, er hat das zu zuständigen Abteilung gesendet und ich sollte warten. Habe dann mehrere Male nachgefragt. Nun sind über 14 Tage vergangen und immer noch nichts. Mir wurde versichert, dass sich jemand in einer Stunde bei mir meldet. Das war ca. Vor zwei Stunden oder drei Stunden. Und jetzt kam meine Antwort, dass keine freispiele bzw. Freebets für mein Konto zur Verfügung stellen. Ich finde es ganz schön gemein, da ich immer für Rocket play gewotet habe. Bei euch z.b und nun sowas und das ist auch nicht das erste Mal. Nur will ich mir das jetzt nicht mehr gefallen lassen. Deswegen melde ich mich bei euch. Habe auch einen Screenshot der Beweis, dass ich am 18.01.2024 diese E-Mail erhalten habe. Ich hoffe wir kommen zu einer Einigung. Mit freundlichen grüssen Domenic S******

Dear Littlemanson,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Petronela

Na ich bin nicht eingeschränkt oder so die haben mir sogar noch mal eine Mail geschrieben das ich Jetzt noch mal alles vortragen soll

Hi Domenic,

Hope this email finds you well! We sincerely apologize for the delay in our response and any inconvenience it may have caused. 

We are sorry that you faced such situation. In order to provide you with the best assistance and ensure we address your needs effectively, we kindly ask you to provide us with more details about your request. Please share any relevant information, specific questions, or concerns you may have, so we can better understand how to assist you.

Your satisfaction is our priority, and our dedicated team is eager to help you with any inquiries you may have. Your input is valuable to us, and we want to ensure that we fully understand your requirements to deliver the best possible solution.

Dear Littlemanson,

We're genuinely sorry for the troubles you've encountered, and we're eager to help you. Thank you for drawing attention to this situation. The bonus has already been credited to your account.

We appreciate your comment and are committed to continually evolving to better serve you.

Yes, that's true and this time it was relatively quick. I wonder why it doesn't work that way straight away

Ja das stimmt und diesmal sogar relativ schnell. Warum das nicht gleich so geht frage ich mich

Thanks again to you and nice. Is you. Gives

Noch mal lieben Dank an euch und schön. Ist euch. Gibt

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Littlemanson, for your confirmation, and please don’t 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,

Petronela

Casino.Guru