Casino Rocket - Player believes that their withdrawal has been delayed.

I have been playing here for a while now and they always make sure that it’s hard for me to make a withdrawal after winning a decent amount even after losing so much money already. I won $2500 jackpot on elvies game. I wanted to withdraw my winnings at that time but I couldn’t due to wagering conditions so I played through and apparently i wasn’t supposed to play golden express on a $10 bet.

Usually, the site won’t let me play a game when bonus is restricted to certain games only but this time I was allowed to play and didn’t even really want to spend any more money as I wanted to withdraw already what I have won but then again, i have no choice but finish wagering.

I bet $370 in total ($10 per bet) and only got $7 in return.

When i went to check my balance it says my bonus balance is $0 and my winnings is $3500 and I was so excited to withdraw the money and so I did. Couple of days later, I’m being told that it’s going to be forfeited. How on earth? I played FAIR AND SQUARE! My anxiety has been through the roof and I’m not getting any solutions.

Dear beverlyskyeblair06,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I’m not worried about how long it will appear it my account . I’m worried they are saying that my winnings will be forfeited as apparently I was betting $10 when I’m supposed to be betting max $7.50.

Im absolutely confused with all these.

I have only bet $10 a few times, lost $370 on a $10 bet and won $7 but they still want to forfeit my winnings. I wasn’t even aware that I couldn’t bet more than $7 when my wagering was already finished and I was playing with my own money (no more bonus).

Thank you for your reply, beverlyskyeblair06. I checked the bonus T&Cs and I found this:

"7. Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD 7,5 AUD/CAD/NZD, Crypto-currency conversion rates can be found (CRYPTOCURRENCY EXCHANGE RATES TERM 1) unless otherwise specified. Max bet limit (5 EUR) includes bets doubling after a game round has been completed, bonus rounds (purchased within the game)."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

If there is any relevant communication between you and the casino, please send it as well.

They already forfeited my winnings and gave me $500 instead of $3500. Go figure. I’m done with them.

Do I understand correctly that you are no longer interested in proceeding with this complaint?

Dear beverlyskyeblair06,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.