The worst company to deal with + update they do…
The worst company to deal with they do not pay out funds when they are fairly won, do not trust this company do not deal with them do not put one cent towards them you will not get your money back even if you do win anything at all,
Reply to rocketplay response
I understand KYC and its purpose. I worked in banking and I am familiar with standard identity, address, and payment-method verification requirements. I have already provided RocketPlay/Casino Rocket with every reasonable document they can require for a routine KYC check, and I have re-submitted documents multiple times when asked.
Key facts:
RocketPlay previously processed a withdrawal for me without these “new” KYC obstacles, yet they are now applying a different standard mid-stream.
My withdrawal issue originally related to A$500, but my available winnings/withdrawal balance has since increased to approximately A$1,500 while funds remain withheld.
The problem is not “time to review” but moving goalposts and circular requests without a clear, final checklist or a decision.
Documents I have provided (and re-provided):
Government photo ID (licence/passport equivalent).
Proof of address (bank statement/utility-style document).
Proof of payment method / card confirmation where applicable.
Any additional “selfie/holding ID” style confirmation they requested. I can supply exact submission timestamps and copies/screenshots of their requests and my submissions within this complaint thread if required.
RocketPlay/Casino Rocket issues and contradictions (as experienced):
Inconsistent KYC standard: previously paid out, now claiming KYC is insufficient for the same account.
Non-specific “need more documents” loop: they do not identify what is wrong with a document (e.g., “cropped,” “unclear,” “name mismatch,” “older than X days”) and instead revert to generic requests.
Shifting requirements: after I meet one request, they revert back to an earlier request already satisfied, rather than confirming what remains outstanding.
No clear final checklist or timeline: they have not provided a definitive list of what will complete verification or a reasonable timeframe for a final decision.
Operational contradictions: “KYC issue” cited while simultaneously continuing normal account operation and allowing balances to accumulate, yet blocking withdrawal.
Withdrawal gating through internal status/program mechanics: my experience indicates withdrawal capability is being affected by internal handling (e.g., VIP/account status) rather than genuine identity verification risk.
Communication inconsistency: different agents/messages provide different explanations, with no single accountable resolution path.
What I am asking Casino Guru to pursue with the operator:
A clear statement of exactly which document(s) are failing and why, referencing their own policy (e.g., required recency, accepted document types, exact matching criteria).
Confirmation of whether they are applying enhanced due diligence and, if so, the specific trigger and legal basis (not generic wording).
A firm deadline for approval or rejection, and if rejected, a written reason and the operator’s escalation path.
Release of my funds (approximately A$1,500) immediately upon verification confirmation, with no further “reset” of the process.
I consider the continued withholding to be unreasonable given prior successful withdrawals and my repeated compliance.
Latest update...
Latest update: My balance has now increased to around A$2,200 after I won again (including free spins). RocketPlay has allowed three separate A$50 withdrawals, but they will not explain why they can release small amounts while withholding the bulk of my winnings. When I asked for the reason and for the relevant terms and conditions they’re relying on, I received the same generic AI/KYC document response instead of a direct answer.
