You saved a deposit confirmation, yet the balance stays the same. The most common cause is a missing or wrong bonus code entry on the deposit form.

Welcome Bonus or Free Spins Not Credited

You made a qualifying deposit but see no bonus funds or free spins in your account.

• No bonus code was entered during the deposit.
• The code expired or is case-sensitive.
• The deposit amount is below the minimum required for the offer.
• The selected payment method does not qualify for the promotion.

1. Log out and log back in to refresh your account data.
2. Open the cashier and select «Deposit.»
3. Find the field labeled «Bonus code» or «Promo code.»
4. Type the rocketplay casino bonus codes exactly as shown on the promotion page.
5. Set the deposit amount to meet the offer’s minimum, then confirm.
6. Wait 60 seconds and check the «My Bonuses» section.
7. If nothing appears, close and reopen the browser.
8. Check that your account email is verified.
9. Open the promotion terms to see which games use the free spins.
10. Try a different browser or clear the cache.
11. Use the website directly, not a saved bookmark.
12. Enter rocketplay promo codes in uppercase if the offer shows them that way.
13. Refresh the «My Bonuses» page after each step.
14. Do not cancel a pending bonus manually.
15. Test a small deposit with a known working code.
16. If still missing, contact support with the deposit ID and the code used.

Contact support only after you have tried all steps and have the deposit transaction ID ready.

Deposit Deducted From Bank but Not on Casino Balance

The bank statement shows the withdrawal, but the casino balance does not increase.

• The payment provider is processing the transaction slower than usual.
• The casino blocked the deposit due to a flagged IP address.
• The player’s account currency does not match the payment method.
• The deposit was made via a new method that requires first-time approval.

1. Do not make a second deposit right away.
2. Close the casino tab and reopen it.
3. Log in and check the «Transaction History» page.
4. Look for the deposit line marked «Pending» or «Processing.»
5. Refresh the history every 2 minutes for up to 10 minutes.
6. Clear your browser cache and cookies.
7. Restart the device or try a different network.
8. Check that the payment method is linked to your casino account.
9. Verify the deposit amount is within your daily limit.
10. Use the rocketplay mobile casino site on your phone browser.
11. Check that you entered the correct currency code for your account.
12. If using e-wallet, confirm the payment went through on the e-wallet side.
13. Take a screenshot of the bank deduction and of the casino transaction history.
14. Log out and log in after 15 minutes.
15. Wait up to 2 hours for slow payment methods.
16. If the balance remains unchanged after 2 hours, note the exact time and amount.
17. Contact support with the bank statement image and the deposit reference number.

Contact support if the deposit stays pending longer than 2 hours or shows as failed in the history.

Deposit or Withdrawal Declined Due to Limits

A pop-up says «Transaction declined» or «Amount exceeds limits» when you try to deposit or withdraw.

• The player reached the daily, weekly, or monthly deposit cap.
• The withdrawal request is below the minimum allowed.
• The payment method has its own internal limits that are stricter.
• The account has not been fully verified yet.

1. Log out and log back in to see your updated limits.
2. Open the cashier and look for «Limits» or «Account Limits.»
3. Compare your requested amount with the displayed maximum and minimum.
4. Reduce the deposit amount to a value under the limit.
5. Try a different payment method that may have higher caps.
6. For withdrawals, check the minimum withdrawal amount in the cashier.
7. Request a withdrawal that is at least the minimum threshold.
8. Check if the bonus you activated changed your withdrawal limit.
9. Use a verified payment method for withdrawals.
10. Complete your identity verification if the account is still pending approval.
11. On the rocketplay mobile casino, switch to landscape view to see all limit info.
12. Use rocketplay promo codes that raise your deposit cap if available.
13. Wait until the next day for daily limits to reset.
14. Wait until a new week for weekly limits to reset.
15. Contact support to request a temporary limit increase for a single transaction.
16. The rocketplay-casino-ca.com/ login screen allows you to check your current account tier.

Contact support if you need a limit lifted for a large withdrawal that is within fair play rules.

Identity Verification (KYC) Stuck or Documents Rejected

You uploaded documents, but the status shows «Under Review» for days or «Rejected» immediately.

• The document image is blurry or cropped.
• The document type does not match what the casino asked for.
• The name on the document does not match the account registration name.
• The document is expired.

1. Log in and go to the «Verification» section of your account.
2. Read the exact document requirements listed there.
3. Take a new photo of your government-issued ID in good lighting.
4. Make sure all four corners of the document are visible.
5. Save the image as a JPG file under 5 MB.
6. Take a photo of a recent utility bill or bank statement as proof of address.
7. The bill must be dated within the last 3 months.
8. Crop the image to show only the document, not the background.
9. Check that your full name and current address match your casino account.
10. Delete the old rejected uploads before uploading new ones.
11. Upload the new documents one at a time.
12. Wait for the «Processing» status to change.
13. Do not upload the same document multiple times.
14. If using the rocketplay mobile casino, rotate your phone to take a straight photo.
15. Use a flat surface and avoid shadows on the document.
16. Wait 48 hours after each re-upload before contacting support.

Contact support if the status stays «Rejected» after two re-uploads with the correct named documents.

A single habit prevents most issues: always log out of the casino after each session so your account data refreshes when you log back in.