RocketPlay Casino - Spelarens konto är stängt på grund av VPN-användning.

My account was blocked because my VPN was running in the background (I had previously done online banking).

I complained to support several times, as it was a mistake, but Rocketplay remains unmoved. I also deposited €100, which they refuse to refund.

Mein Konto wurde gesperrt, da mein VPN im Hintergrund lief (hatte zuvor Onlinebanking betrieben).

Hatte mich mehrfach beim Support beschwert, da es sich um ein Versehen gehandelt hat, doch Rocketplay bleibt standhaft. Ich hatte zudem 100 € eingezahlt, welches sie mir nicht zurücküberweisen wollen

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Did you use your VPN only once, or do you regularly use it while being logged into your casino account?
• Have you passed the full KYC verification at this casino?
• Have you filled out your player profile correctly, including your country of residence?
• Could you please specify which country you selected in your VPN settings?
• Did you play any games or activate any bonuses while your VPN was active?

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

Best regards

Veronika

I only used a VPN once.

Yes, I have completed the full KYC verification at this casino.

Yes, I filled out my player profile correctly, including my country of residence.

I selected Germany in the VPN settings because that's where I live.

I played games but did not claim any bonuses while the VPN was active.

Ich habe VPN nur 1 Mal benutzt.

Ja, habe die vollständige KYC-Verifizierung in diesem Casino durchlaufen.

Ja, habe mein Spielerprofil korrekt ausgefüllt, einschließlich meines Wohnsitzlandes.

Habe Deutschland in den VPN-Einstellungen angegeben, da ich auch dort wohne.

Ich habe Spiele gespielt, aber keinen Bonus in Anspruch genommen während VPN aktiv war.

Thank you for your reply. Please forward me all the communication between you and the casino customer support regarding the issue with your VPN usage at veronika.f@casino.guru. Kindly include all the other evidence that could be relevant to our investigation as well. I appreciate your time and cooperation.

Dear esther_21983,

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,
Veronika
Casino.Guru