You tap the login button and the screen says the account is locked, or the page simply refuses to load your session. This usually happens because a few failed password attempts have triggered a temporary hold, and the account stays closed until you clear it.
Account locked or login not working
https://rocketplay-casino-ca.com/ After several wrong passwords the login button greys out and a message about too many attempts appears. The account is not gone; it is paused.
- Wrong password typed more than once, often from a saved or autofilled entry
- Typing the username with different capital letters than at sign-up
- Browser autofill filling an old password you no longer use
- Leftover cookies causing the page to load a broken login box
- A second account opened by mistake with a similar name
- Close the casino page and open it again in a fresh tab.
- Clear the browser cache and cookies for the site, then reload.
- Type the username exactly as it was created, matching capital letters.
- Type the password yourself instead of using autofill.
- If the lock message stays, use the password reset link on the login screen.
- Open the reset email on the same device you use to play.
- Set a new password that you have not used on other sites.
- Log in once with the new password and wait for the lobby to load fully before clicking anything.
- On a phone, switch to the browser instead of a saved home-screen shortcut that may hold old data.
- Turn off any VPN or proxy, because a changed location can flag the session.
- Log in with a single tab only and close other casino tabs.
- If the reset email does not arrive, check the spam folder before trying again.
- Wait a short while between attempts so the lock counter can reset.
- When the reset still fails or the lock does not lift, contact support and describe the exact message you see; players on Rocketplay online casino can reach the team through the help button on the site.
Contact support when you have completed the reset and the account remains locked, or when no reset email arrives after checking spam.
Identity check stuck or documents refused
The verification screen shows a pending status or a rejection notice, and the withdrawal button stays inactive.
- Photo or scan is blurry, cropped or shows glare across the text
- Document has expired or the corners are cut off
- Name on the document does not match the account name exactly
- File format or size not accepted by the upload box
- Selfie taken in low light or with the face partly covered
- Open the profile section and find the document upload area.
- Read the rejection reason if one is shown and note which document is affected.
- Place the document on a flat, well-lit surface before taking the photo.
- Capture all four corners and every line of text without flash glare.
- Use the original file from your device, not a screenshot of a photo.
- Upload one document at a time and wait for the upload bar to finish.
- For a selfie, face the light and keep your whole face inside the frame.
- Make sure the name and date on the document are easy to read.
- Submit the same document type again only after fixing the problem that caused the refusal.
- Do not send documents through chat unless support asks for them there.
- Keep the file on your device until the status changes.
- Check the profile page again after a short wait rather than uploading twice.
- If a second document type is requested, upload it in the same clean way.
- When the status stays pending or the same document is refused twice, contact support with the reference shown on the upload screen.
Contact support when a document has been refused twice or the pending status does not change after a resubmission.
Welcome bonus or free spins not credited
The deposit is gone from your balance but the bonus balance still shows zero and no spins appear.
- The bonus was not selected before the deposit was confirmed
- A promo code was typed with a space or wrong capital letters
- The deposit was made with a method excluded from the offer
- The minimum deposit for the offer was not reached
- The account already used a welcome offer in the past
- Open the promotions page and check that the offer is still active for your account.
- Look at the bonus history in your profile to see whether the offer was recorded.
- If a code is needed, copy it and paste it into the bonus field before depositing.
- Remove any spaces before or after the code.
- Confirm the deposit only after the bonus field shows the code.
- Check that the payment method you used is allowed for that offer.
- Make sure the deposit amount meets the minimum stated for the offer.
- If the bonus balance shows zero, log out and log back in to refresh the wallet.
- Open the free spins section separately, because spins sometimes load after the bonus cash.
- Do not start playing with real money until you see whether the bonus is pending.
- If you made a deposit without the code, note the time and amount for support.
- For Rocketplay casino promotions, use the code field on the promotions page and never in the deposit note.
- Take a screenshot of the promotions page before and after the deposit.
- Wait for the bonus to appear after a page refresh rather than depositing again.
- When the offer is active and the code was correct but nothing arrives, contact support with the deposit reference.
Contact support when the promotion was active, the code was entered correctly and the bonus is still missing after a fresh login.
Withdrawal pending longer than expected
The withdrawal shows as pending and the amount stays locked while your balance does not change.
- Identity verification is not finished, so the payout is held
- Bonus wagering is still open on the account
- The withdrawal was requested before the deposit cleared
- Payment details do not match the account name
- A second withdrawal request is open at the same time
- Check the withdrawal history to confirm the request status.
- Complete any open verification step in the profile.
- Finish or clear any active bonus before requesting the payout again.
- Make sure the payment details belong to the same person as the account.
- Cancel a duplicate request if two are open, and keep only one.
- Leave the balance untouched while the request is pending.
- Do not deposit again to speed up the payout.
- Log out and back in to refresh the status display.
- Check that the account email inbox is clear for messages from support.
- Reply to any document request on the same day it arrives.
- If the request is held, read the reason shown on the withdrawal page.
- Fix that reason first, then submit the request again.
- Keep a screenshot of the pending request with its reference number.
- Wait for the status to change instead of opening new requests.
- When the reason is unclear or the request stays pending after verification is complete, contact support with the reference number.
Contact support when verification is complete and the withdrawal still shows pending with no reason given.
Before you deposit or request a payout, finish identity verification and enter any promo code in the bonus field first, because most locked accounts, missing bonuses and held withdrawals come from skipping those two steps.