Casino Rocket - Player’s account has been blocked.

Good day

I successfully registered at CasinoRocket on 7 March 2023. I also verified my account via e-mail. I successfully deposited 480 euros and finally won 1000 euros without a bonus. I then requested a payout of my balance in the amount of 1000 euros. I received a confirmation email. I then uploaded my passport, proof of address, bank statements, and the screenshot of the Paysafecard transaction in the requested format. On 8 March 2023 at 01.00 at night, I received a message that I had won a prize. I went to the casino's website to see what prize I had won. That's when I noticed that my account was blocked. I then sent four messages via email to support in the next 24 hours because I wanted to know why my account was blocked and if and when I would receive my 1000 EUro. The casino ignores my messages. 

I think the casino's rating is too high for the following reasons: 

- The casino advertises a 24/7 - live chat that does not exist. 

- The casino does not respond to emails. This is particularly serious because you can only request a self-exclusion or a cool-off period via email to the support. Player protection is therefore not guaranteed at all if the casino ignores for days a request from a player who wants to have his account blocked because of gambling addiction. 

- The account remains active as long as deposits are made. Shortly after a win, the account is blocked and communication with the player is cut off. 

I demand an explanation from the casino: 

- an explanation as to why my account was closed

- an explanation and apology why my messages went unanswered for so long. ¨

- the assurance that I will receive my 1000 EURO as soon as possible and without complications (no excuse that a bank supposedly still has to confirm something). 

- the notification of how much my won prize was, which I could not see because my account was blocked. 

I also demand an authentic apology and not a copy-paste message like "Please accept our apologies for the inconvenience! We'd like to investigate this case and get back to you with the best solution". 

Dear Mister_Schweiz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you’ve been playing (live casino games, slots, or sports betting)? After providing all the personal documents for verification, have you received any further instruction from the casino? I truly believe that your account is blocked until the KYC will be successfully completed. I also agree with you that it would be ideal to be informed why player's account is blocked.

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela

I have played exclusively slot machines (slots). I have never received any instructions or messages from the casino. I have uploaded the required documents for verification independently and completely in my user profile. I find it hard to imagine that an account is blocked while the verification is running, as the casino would like a player to continue playing and / or cancel the payout again. Moreover, it is "only" about 1000 EURO and not about more than 2000 Euro (KYC). But maybe you are right. 

Shortly after the withdrawal request, my account was blocked and my messages have been absolutely ignored for days. 

I repeat my concerns: The casino does not communicate with the players (this was also stated by other players on CasinoGuru). The casino advertises a live chat that does not exist (permanent, not temporary). I think the rating is too high. If a player wants protection features (self-exclusion, account blocking, limits, cool-off period), he has to write an email to the support. But the support never answers or (what I don't know) only after days. 

I have successfully registered. I successfully deposited 500 euros and won 1000 euros. Do you think I am entitled to my money? 

Best regards

Ich habe folgende Mail vom Casino erhalten:

"After a security check on your account, our team has determined that you have violated our Bonus Terms and Conditions by wagering bets higher than EUR 5 with an active bonus. Due to the violation of the Bonus Terms and Conditions, your winnings have now been confiscated. Please note that your account balance has been restored to the deposited amount of 448.00 EUR. Before we may proceed with a refund of 448.00 EUR, we kindly ask you to provide proof of identity. As such a document you can provide (one of the list):

Passport

Driving license

ID card

Please note, the company reserves the right to re-request documents if they do not meet our requirements, which will require additional time to verify your gaming account. If you have any questions, our Customer Support team is available 24/7.

Best regards, 

Damien 

---

Meine Antwort:

1. I want an apology.

2. I have submitted complaints to CasinoGuru and Askgamblers which are currently being processed. 3

3. I've been playing online casinos for over 10 years and I certify that I didn't have an active bonus when I won the 1000 euros.

4. When I applied for the 1000 euros to be paid out, it said: "1000 euros can be paid out. Balance blocked by bonuses: 0"

5. PS: If it is technically possible to pl

ay stakes over 5 euros (during a bonus), then this is also allowed. A decent casino technically implements the bets in such a way that you cannot play more than 5 euros per spin during a bonus. But that doesn't matter here as I didn't have a bonus.

6. I uploaded copies of my ID the day before yesterday. I will not do that again. If I receive the 1000 EURO immediately, I will have all negative comments and complaints on the mentioned platforms deleted. 

Ich habe mit dem ersten und zweiten Willkommensbonus gespielt und wahrscheinlich auch den erlaubten Maximalbetrag pro Spin in Höhe von 5 Euro überschritten. Ich bin mir nicht sicher und kann das nicht beweisen. Ich bin aber davon überzeugt, dass der Maximaleinsatz pro Spin vom Casino technisch festgesetzt und implementiert werden muss, so dass es gar nicht möglich ist, mit höherern Einsätzen zu spielen.

Anyway: Ich habe die Boni bis auf 0 verspielt und hatte keinen aktiven Bonus mehr als ich nochmals Geld einzahlte. Mit diesem Echtgeld erspielte ich ohne Boni 1000 Euro. Der Gewinn wurde konfiziert, weil ich beim Boni angeblich mit einem Einsatz höher als 5 Euro spielte.

Im Umkehrschluss würde das beispielsweise bedeuten:

Am 7. März spielte ich mit einem aktiven Bonus und verletzte die T&C, weil ich den Maximaleinsatz je Spin überschritten habe (auch wenn ich der Meinung bin, dass das gar nicht technisch möglich sein sollte). Danach würde ich in den nächsten Monaten 10'000 Euro einzahlen und verspielen. Nach 7 Monaten gewinne ich 100 Euro. Möchte diese auszahlen lassen und der Gewinn von 100 Euro wird konfiziert, weil ich vor 6 Monaten einen Bonus gespielt habe mit zu hohem Einsatz.

Ich hoffe, du verstehst, was ich sagen möchte: Sollte ich Gewinne erspielt haben während ich einen aktiven Bonus hatte und dabei dei T&C verletzt haben, dann kann ich verstehen, dass diese konfiziert werden, verstösst man angeblich gegen die T&C. Es kann aber nicht sein, dass Gewinne aus Echtgeldeinsatz konfiziert werden.

Thank you, Mister_Schweiz, for the clarification. If your account is unblocked already, could you please forward your game history to petronela.k@casino.guru? Right after, we will contact the casino directly. Looking forward to hearing from you.

Es ist nach wie vor gesperrt und das Casino schweigt.

Danke.

I finally received the bets-history from the casino and sent it to you by mail.

Thank you, Mister_Schweiz, for your game history. Unfortunately, I have found many bets that were greater than the allowed ones while your bonuses (First Deposit and Second Deposit promotional offers) were still active.

I absolutely agree that it would be ideal if the casino enforces the maximum bets and does not allow players to breach bonus rules by mistake. Sadly, that's not standard procedure yet.

We always try to help players if they placed by mistake a few bets over the limit and those bets were losing bets. However, that's not the case this time.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Good day

According to CasinoGuru's code of conduct, Casinorocket is a very unfair casino because it hasn't technically set the maximum bet you can place on a bonus game via software.

I ask you to contact the casino and propose to technically manage this in the future in such a way that players are not allowed to make more bets than allowed. I still believe that I can play a bet if it is technically possible for me to place it. And no, Petronela, I haven't played over the max bet that often. And if so, then only 1 level higher (7.50 euros instead of 5 euros). The Code also states

"If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and turned to gain an advantage are punished".

Therefore I ask you to propose this to the casino. CasinoGuru acts in the interests of the players. I also ask you to classify the casino as unfair or to note "unfair bonus conditions". According to CasinoGuru's code, it is an unfair casino:

"On the other hand, we think that this rule should be enforced at software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit . This is one of our requirements for 'fair and safe casinos'."

and

"Additionally, the max bet sizes should be clearly displayed, ideally in the casino lobby or directly in the games (if possible) or on a prominent part of the page or advertisement informing them about the bonus, and not just "hidden" in It is a common practice to only list the max bet in Bonus T&Cs, but we appreciate when casinos make them more visible and easier to follow."

CasinoGuru acts on behalf of the players and tries to help them. So I really suggest that you speak to the casino and say that this approach makes them an unfair casino as per CasinoGuru's code and suggest that they pay me back my winnings because I unknowingly bet more than allowed. In addition, it was technically possible. Maybe the casino will change its tactics and technically set the maximum amount.

And anyway, it is a casino that has too high a rating. The casino only replies to messages after 7-10 days. This is all the worse because there are no player protection tools and such requests (self-ban, account ban, cool-off period) can only be requested via email support.

Thank you very much.

Dario

I understand your point of view, Mister_Schweiz. Yes, we always recommend to casinos judge each case individually and believe that if a player breached the maximum bet rule unintentionally and didn't earn any unfair advantage by raising their bet, casino should pay the player. However, your game history suggests many bets that were greater than the maximum allowed ones. Many of these bets were winning bets too.

The guidelines that you cited are from our Fair Gambling Codex and those are our requirements for casinos to obtain a "Fair badge". Casino Rocket doesn't have this badge.

If you are interested in how this casino obtained such a high rating from us, please feel free to check How we review online casinos.

I'm sorry, but since you breached the maximum bet rule several times and by placing greater bets you actually earned an unfair advantage while completing bonus wagering, we will be forced to reject your complaint as unjustified. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.

The title of this complaint is "Player's account has been blocked". I still don't know why my account has been blocked. 

Regarding your statements above: I will not allow myself to be accused of deliberately betting more than allowed during a BOnuss game for my own benefit. At the moment I am not aware of any other casino where it is technically possible to play with higher stakes than actually allowed. If I can place a bet, I assume that it is also allowed. 

The casino promised me 2 weeks ago to pay me my deposits in the amount of 448 euros. I have not received this money. 6 days ago the casino sent me a document to confirm the withdrawal. I still have not received my money. 

The casino is silent. 

Please allow some time for the casino to process your refund. Could you please inform me when you receive your funds? Thank you in advance.

Es ist nun 15 Tage her seit ich die Auszahlung beantragt habe. Es ist jetzt auch genau 12 Tage her seit das Casino mir gesagt hat, dass ich 448 Euro erhalte. Das Casino schickte mir auch einen Beleg, dass das Geld damals auf mein Konto überwiesen wurde. Das Geld habe ich bis heute nicht erhalten.

Und ja: 12 Tage ist definitiv zu lange.

Danke für den Screenshot oben. Der Screenshot zeigt, dass ich während 40 Sekunden lang mit einem höheren Einsatz spielte. Aber ich sehe, dass es hier keine Empathie mehr für mich gibt auf dieser Seite.

On March 9 (13 days ago) the casino informed me for the first time that I would receive 448 EU (Refund) back. When I did not have the money after days, I ask several times. 

9 days ago the casino sent me a proof document that the 448 EU was transferred to my account (see attachment). They told me that it would go a maximum of 3 days. Now it's been a week and I still have not received the money. 

Thank you for the update. The abovementioned screenshot shows a small portion of the bets that were greater than the allowed ones. I assume you know this since you were the one who sent me the game history. You placed in total 209 bets greater than the maximum allowed while your bonus was still active.

Additionally, the screenshot of the refund shows that it has been approved on the 14th of March (eight days ago). I fully understand your frustration, Mister_Schweiz. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your refund. Thank you in advance for your patience.

I stick to my guns: If I can place a bet (even during a bonus game), then I assume that I am allowed to do so! And yes: It was about 200 spins with 7.50 euros bet. I played for four hours and 200 spins correspond to about 3 minutes of play. But let's leave that alone. 

I understand you. Players usually want to have the money in the bank account after 5 minutes and are impatient. I also understand that you should give the casino at least 2 full weeks to process the withdrawal. Only I was proven by document 9 days ago that the withdrawal was already processed and made. 

I really think that this casino is not too reputable and I do not imply any lies, but I would like an explanation why I do not have any money on my account yet, when the casino told me 9 days ago that it was transferred. 

Folgende Nachricht habe ich heute vom Casino (nach 9 Tagen) erhalten:

"I checked your account, and your withdrawal of 448 Euros was processed by our Billings Team on March 14, 2023, at 11:56 UTC. This should take around 3 business days to auto-approve from your bank, then clear into your account. This is Bank Transfers rules, but should it take longer, kindly contact your bank 😉"

Es scheinen noch andere Personen dasselbe Problem zu haben.

Casino Rocket - general discussion (page 3)

Ich bin davon überzeugt, dass das Casino unseriös ist. Und ich bin sicher, dass das Dokument, das die angebliche Überweisung bestätigen soll (siehe oben), fake ist und eine Auszahlung nie stattgefunden hat.

Das Casino schiebt die Schuld immer auf die Banken der Spieler. Scheint eine beliebte Verzögerungstaktik zu sein.

Ich kann mir wirklich nicht erklären, weshalb das Geld nach fast zwei Wochen immer noch nicht auf meinem Konto ist. Es wurde ja laut Casino bereits vor 13 Tagen überwiesen.

Und ich finde immer noch, dass die Taktik mit dem zu viel gespielten Bonuseinsatz höchst unfair ist. Und ich bestehe darauf, dass CasinoGuru endlich das Casino kontaktiert.

Thank you very much, Mister_Schweiz, for your reply. My apology for the delayed response. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Mister_Schweiz,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Casino Rocket to join the conversation and participate in the resolution of this complaint.

Dear Casino Rocket,

Can you please provide an update on the status of the refund payment to the player? Was the payment indeed processed on your side?

Thank you.

Kind regards,

Tomas

Hello Mister_Schweiz and Thomas,

It saddens us to hear that you feel this way.

I have investigated the matter on our end and can confirm that the refund has been successfully processed on the 14th of March.

If you require any further information, I would be happy to assist.

Kind Regards,

Casino Rocket

Could you serve us with new information please? You have asked me to provide bank statements proving that I have not received any money. I did this a few days ago. You have demanded that I contact my bank. I have done so. No mistake was made on the part of my bank. The casino is responsible for me receiving my money

So, could I have my money, please? Thank you

Weshalb wolltest du meinen Bankauszug, der beweist, dass ich das Geld nicht erhalten habe, wenn du mit dieser neuen Information nichts anstellst?

Hello Mister_Schweiz

We have received the screenshot of your bank statement via email and it has been escalated to the relevant team. We are currently waiting on an update from them. A potential cause of delay might be that we had requested a PDF bank statement and you had provided a screenshot. Nevertheless, this is being reviewed as of this writing and I will keep you posted for as soon as an update is available.

Kind Regards

Casino Rocket

Ihre Taktik den Fehler bei anderen, nur nicht bei sich selbst, zu suchen (meine Bank, bei mir) ist langsam unerträglich. Wirklich.

Du hast heute geschrieben: "A potential cause of delay might be that we had requested a PDF bank statement and you had provided a screenshot.". Ich kann beweisen, dass du kein PDF verlangt hast. Die Mail habe ich an Tomas von CasinoGuru weitergeleitet. Es ist also schlicht eine weitere Lüge.

Und ich habe auch keine Information/ Nachricht erhalten, dass ich ein PDF nachreichen muss (was ich aber gerne tue. Das ist ein Leichtes. Du weisst, dass ich innert Minuten auf alle deine Forderungen und Nachrichten reagiere).

Verlieren Sie sich jetzt nicht in Nebenschauplätzen, suchen Sie nicht den Fehler bei anderen, sondern nehmen Sie endlich Ihre Verantwortung wahr.

Dear Casino Rocket,

Could you please update us on the current situation? Have you already reviewed the player's bank statement?

Thank you.

Kind regards,

Tomas

Ich habe das Geld immer noch nicht erhalten. Ich habe die Kontodokumente wie verlangt im richtigen PDF-Format eingereicht. Es beweist, dass ich keine Gutschrift vom Casino erhalten habe. Ich habe meine Bank kontaktiert. Der Fehler liegt nicht bei meiner Bank.

Es genügt nicht, einfach eine Überweisung zu tätigen. Das Casino ist dafür verantwortlich, dass das Geld auch ankommt. Ich bitte das Casino endlich entsprechend zu handeln.

Sie antworten nur einmal pro Woche und verweisen auf die grosse Anzahl von Nachrichten, die das Casino zu beantworten hat. Ich kann mir vorstellen, weshalb das Casino dermassen viele Nachrichten beantworten muss.

Hello Mister_Schweiz and Thomas,

I can confirm the relevant team is in touch with you regarding the refund. The receipt will be sent as well once the refund has been processed on our end. It seems the error occurred on the payment systems side and our sincere apologies for any inconvenience this has caused. 

I am keeping a close eye on this case so rest assured knowing we should have this resolved as soon as possible.

If you require any further information, please do not hesitate to ask.

Kind Regards,

Casino Rocket

Dear Casino Rocket,

Thank you for the information. Could you please update us once the payment has been processed on your side?

Kind regards,

Tomas

Hello Mister_Schweiz and Thomas,

I will definitely provide you with an update as soon as I have one.

Kind Regards

Casino Rocket.

And again, two days have passed. You promised to prioritise the matter and send me another transfer confirmation. How long can it take for a casino to transfer 448 euros? Unbelievable. And now there are still 4 days of Easter where no withdrawals are processed. 

Hello Mister_Schweiz and Thomas,

My apologies for the late response. There has since been an update and the refund was processed successfully on our end. I have asked the relevant team to send that receipt to you via email as so you should have that soon.

Kind Regards

Casino Rocket

Thank you, Casino Rocket, for updating us on the situation.

Dear Mister_Schweiz,

Can you please confirm if you have received the payment?

Kind regards,

Tomas

Day 36 of my first withdrawal request and I haven't received my money yet.

Can I expect more from Tomas in this matter than the standard weekly question: "Is there any new information?"

Dear Mister_Schweiz,

If the casino says the payment has been processed, then there is nothing more to investigate at this time.

I believe the funds will hit your bank account this week. Otherwise, I will contact the casino again.

May I please ask if you have received a receipt of the payment as the casino claims above?

Thank you for your patience.

Kind regards,

Tomas

1 week ago was told that the transfer was made and I received a receipt). This amazes me, he has promised several times to treat my case absolutely priority. 

I have received neither receipt nor money until now. 

Thank you, Mister_Schweiz, for the information.

Dear Casino Rocket,

Can you please provide us with a receipt for the abovementioned payment? It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you.

Kind regards,

Tomas

On April 6, 2023, Casinorocket wrote: 

"My apologies for the late response. There has since been an update and the refund was processed successfully on our end. I have asked the relevant team to send that receipt to you via email as so you should have that soon". 

The receipt should therefore bear the date of April 6, 2023, if the statement made above is not a new untruth. 

Good day

YOU promised me that my case/referral would be prioritized and you would keep an eye on it.

A week ago you confirmed that my money was transferred a 2nd time. I haven't received it.

You promised me we'd get a receipt: we didn't get anything.

It has really been more than a month since my payout and I request an update immediately.

Ich bestätige hiermit den Erhalt von 448 Euro.

Vielen Dank, Tomas für die Hilfe. Du kannst den Fall als "gelöst" aktualisieren.

@casinorocket: Ich bitte dich wirklich in Zukunft seriöser zu arbeiten.

Dear Mister_Schweiz,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas