Submit a Complaint to RocketPlay

Start a complaint through 24/7 live chat. Describe the matter briefly and ask for a case or chat reference. Keep separate issues separate so that a payment, bonus or game round can each be reviewed clearly.

Useful evidence

Case	Details
Deposit/withdrawal	amount, currency, method, time, transaction ID and status
Casino game	game name, provider, round ID, stake and time
Sports bet	bet-slip ID, event, market, odds and settlement
Bonus	offer name, activation, deposit and displayed wagering progress
KYC/account	date of request and list of document types submitted

Screenshots must not show passwords, CVV codes or full card numbers. Keep the original files and the complete correspondence.

Escalation

Give support an opportunity to investigate the matter and ask follow-up questions. If it remains unresolved, explicitly request internal escalation and a written final response. Refer to the relevant rule in the terms and conditions, bonus terms or payments without overloading the description.

For licence-related matters, the Curaçao Gaming Authority is the published regulator. An external submission does not automatically replace the prescribed internal complaints route or guarantee a particular outcome. Use only the authority’s current contact details.