Your first deposit at Rocket Play Casino never showed the bonus the way your old casino added it instantly, and the balance stayed at the deposit amount. The most common cause is a missing or mistyped promo code, followed by a payment method that does not trigger the offer.

Welcome bonus and free spins missing from the balance

The player completes the first deposit and sees the full amount credited with no extra bonus money or free spins attached.

• The promo code was not entered or was typed with a space or wrong character.
• The deposit was made with a payment method excluded from the welcome offer.
• The account was not fully confirmed before the deposit landed.
• A previous account or deposit already used the same welcome offer.
• The bonus was credited but sits in a separate bonus balance the player has not opened.

1. Open the bonus section of the account and check whether an active bonus is listed there.
2. Compare the amount in the main balance with the amount in any bonus balance separately.
3. Look at the deposit history and confirm the exact amount that arrived.
4. Check that the promo code was entered at the deposit screen, not after the payment.
5. Remove any spaces before or after the code and type it again in the correct field.
6. If the deposit used a payment method outside the offer, the bonus will not attach to it.
7. Complete any pending profile details that block bonus activation, such as address or phone.
8. Log out and back into the account so the bonus balance refreshes on the screen.
9. Clear the browser cache and reload the page before checking the bonus list again.
10. Try the same check in a private browser window on the phone or computer.
11. Make sure no other bonus is already active, because only one offer can run at a time.
12. When a new player joins www.rocket-playca.com, the welcome code belongs in the deposit form itself, so enter it there before confirming the payment.
13. Write down the date and amount of the deposit in case support needs to trace it.
14. Take a screenshot of the bonus section showing no active offer.

Contact support when the deposit history shows the payment and no bonus appears after a full logout and reload.

Identity verification stuck or documents rejected

The player uploads a document and sees the verification status stay on pending or switch to rejected without a clear reason.

• The photo is blurry, cropped or shows glare over the text.
• The document has expired or the details do not match the account name.
• Only one side of an ID was uploaded when both sides are needed.
• The file type or size does not match what the upload field accepts.
• The address document is older than the period the casino accepts.

1. Open the verification section and read the exact label next to the rejected document.
2. Retake the photo in daylight with the whole document inside the frame.
3. Keep the corners of the document visible and avoid shadows across the text.
4. Use the original document, not a photocopy or a screenshot of a screen.
5. Upload both sides of an identity card when the field asks for front and back.
6. Make sure the name on the document matches the name on the account exactly.
7. Use a recent utility bill or bank statement for the address check.
8. Convert the file to a common image or PDF format if the upload rejects it.
9. Rename the file without special characters before uploading again.
10. Submit one document at a time and wait for the status to change before adding more.
11. Check that the phone camera is not adding a filter or watermark to the photo.
12. Keep a copy of every document sent, in case a second upload is requested.
13. Contact support when a clear, valid document is rejected twice with no stated reason.

Reach out when all documents are legible and current but the status remains stuck after two full uploads.

Withdrawal pending longer than expected

The player requests a withdrawal and the transaction sits in a pending state while the balance is already reduced.

• Verification is not finished, so the payout is held back.
• Bonus wagering is still open on the account.
• The withdrawal method differs from the deposit method used.
• A pending bonus or an unfinished game round locks part of the balance.
• Bank details were entered with a typo or an unaccepted account type.

1. Open the transaction history and check the status of the withdrawal request.
2. Confirm that identity verification shows as complete, not pending.
3. Look at the bonus section for any active offer with unfinished playthrough.
4. Finish or cancel the bonus according to what the player prefers before requesting again.
5. Make sure the payout method matches the method used for the deposit.
6. Check the bank details character by character against the account statement.
7. Remove any open game round by closing the game and returning to the lobby.
8. Confirm the account name matches the name on the payout account.
9. Cancel the pending request and submit a new one if the details were wrong.
10. Use the same browser session and avoid switching devices mid-request.
11. Keep the confirmation screen or a screenshot of the pending transaction.
12. Wait for the stated review period to pass before sending a message.
13. Contact support when the request is still pending after the review period and verification is complete.

Write to support with the transaction reference when the status has not moved and all conditions above are met.

Login blocked or account locked after failed attempts

The player types the password and sees an error, then the account locks after several tries.

• The password was changed on another device and the old one is still being used.
• Caps lock or a keyboard layout change alters the characters typed.
• Too many failed attempts triggered a temporary lock.
• Two-factor authentication codes are not arriving or are entered late.
• The email or username was typed with a space or wrong domain.

1. Stop trying the password and wait for the lock period to pass.
2. Use the password reset link sent to the registered email address.
3. Check the spam folder if the reset email does not appear in the inbox.
4. Type the new password manually instead of pasting it from a notes app.
5. Turn off caps lock and confirm the keyboard language before typing.
6. Try a different browser or a private window to rule out saved data.
7. Clear cookies for the site if the login page keeps returning an error.
8. Enter the two-factor code as soon as it arrives, before it expires.
9. Make sure the device clock is set to automatic time for code syncing.
10. Log in from the phone browser if the desktop connection fails.
11. Do not create a second account, because that can extend the lock.
12. Note the exact error message shown on the screen.
13. Contact support when the reset email never arrives and the lock does not lift.

Ask support to unlock the account when the reset link is missing and the wait period has passed.

Keep the account name, email and payment details identical across the profile and every deposit, because mismatches cause most missing bonuses, failed checks and held payouts.