Support at a glance
RocketPlay runs live chat around the clock and lists an email address in the site footer. Both routes go to the same support team, but they suit different sorts of problem.
- Live chat
- 24/7, button at the bottom right
- address listed in the casino footer
- Complaints
- acknowledged within 24 hours
- Escalation
- AskGamblers complaints service, then the authority
The channels in detail
Each option below is listed somewhere on the casino site, usually the footer, the FAQ or the payments pages.
Live chat
The chat button sits at the bottom right of the casino site and is staffed all day. Best for anything that needs an answer in minutes.
Email support
The address appears in the casino footer. Better for documents, screenshots and anything you want a written record of.
Payment team emails
Verification and withdrawal decisions arrive from the payment team by email. Check spam if one is late.
VIP customer care
VIP Club perks include a VIP manager. Details are on the VIP Club page.
Which channel for which problem
Match the problem to the channel and send the right evidence the first time. It saves a round trip.
| Problem | Best channel | What to send |
|---|---|---|
| Cannot sign in | Live chat, after the steps on the login problems page | Account email, error message, device and browser |
| Deposit missing | Live chat | Screenshot, time, date, amount, card number (or transaction hash for crypto) |
| Withdrawal rejected | Email or live chat | The payment team email and the cashier reference |
| Verification query | Your upload confirmation and the rejection email if any | |
| Change email | Live chat | Account details for validation, then the new address |
| Close account | Live chat | Written request, plus a self-exclusion request if you want a block |
The withdrawals page covers the two cashout conditions, and the account verification page lists the documents the payment team asks for.
Raising a complaint
Complaints follow a short path. Start with support, then move up only when the answer does not land.
Contact support first
Describe the issue in one message with dates, amounts and screenshots. Most cases end here.
Wait for the acknowledgement
The casino says complaints are acknowledged within 24 hours. Check spam if a reply is missing.
Use the named complaints service
RocketPlay lists the AskGamblers complaints service as a route for unresolved cases. Keep the same evidence.
Escalate per the terms
If still unresolved, the casino says a complaint can go to the gambling authority or a dispute service. The terms set arbitration in Curacao.
Make the chat quick
A useful chat message is short and precise. Run through this list before you press send.
- Account email ready
- The exact time and date of the problem
- The amount in A$, if money is involved
- A screenshot for anything visual
- Your browser and device model
- Any error message copied word for word
For site content questions, our own contact page is the route, not the casino chat. Login and password steps live on the login page and the password reset page. The deposits page covers failed payments. A wider set of answers sits on the FAQ page.
What support can fix for you
Some account changes only happen through the support team. Knowing which ones saves you hunting through the site.
Resend a confirmation email
If the "Confirm your account" message never arrives, support can resend it or activate the address manually. The email confirmation page has the self-service steps first.
Recover a login email
Forgotten which address you signed up with? Live chat can give it back once your account details match.
Change a confirmed email
Swapping a confirmed address runs through support after a validation and verification step.
Set a self-exclusion
Ask support for a block of three, six, nine or twelve months, or indefinitely. The responsible gambling page explains the difference from a cooling-off.
Close an account for good
Permanent closure is handled through live chat. It cannot be reopened and a new account is not allowed.
Arrange a verification call
The terms allow a video or phone call as part of KYC. Reply to the payment team email to set one up.
Before you open a chat
Plenty of login trouble clears up without support. Try these first, then reach out if the problem stays.
Do
- Log out and log back in
- Restart the browser
- Clear cache and cookies
- Try Google Chrome, which the casino recommends
- Check the spam and promotions folders for casino email
Avoid
- Opening a second account to get around a block
- Sharing your login with anyone else
- Sending card photos with the CVV visible
- Repeating a failed deposit more than five times before asking
Support questions
Is live chat really open all hours?
Yes. RocketPlay's site lists 24/7 live chat through the button at the bottom right. Expect a short queue at busy times.
What if the casino asks for a video call?
RocketPlay's terms allow a video call or phone call as part of verification. If you cannot be reached within two weeks of a withdrawal request, the account is locked.
Who do I complain to if support will not help?
The casino lists the AskGamblers complaints service, and unresolved cases can go to the gambling authority or a dispute service. See the FAQ page for the short version.
Can support change my email address?
Yes, through support, after a validation and verification step. Wrong addresses entered at sign-up are corrected the same way.
What can I do if a payment email never arrives?
Check spam and promotions folders, then ask live chat to resend. The withdrawals page sets out the timings for each payment method.
Can I turn off promo emails and texts?
Yes. Go to Personal, then Settings, and switch "Send promos by email" or "Send promos by SMS" on or off. The account security page covers the other privacy settings.
Does support handle deposit problems too?
Yes. For a deposit taken but not credited, send live chat a screenshot with the time, date and amount, or the transaction hash in text for crypto. The deposits page lists the full checklist.
Gambling rules differ by country and state; check what applies where you live. 18+. If play stops being fun, Gambling Help Online is on 1800 858 858, Lifeline on 13 11 14.