Casino Rocket - Player's account has been disabled.

I opened an account with this casino on 23.08.... Received a bonus. Played and got my balance to 823 EUR. Then, on 25.08 I find out that my account is "disabled". I contacted the casino 3 times (no chat is available on the website) by emails but the did not reply even once.

Please, help me!

Dear nikowein1980,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.

What kind of a bonus did you receive? Could you please send me the exact name or the link to the bonus?

Could you please confirm that you passed the KYC verification?

Have you received any information on why your account is disabled?

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

Best regards

Veronika

This was the first deposit bonus. I did not pass any KYC verification since my account was locked during my gameplay process. The casino did not contact me at all and did not reply to my numerous emails even once.

Could you please advise if you are still unable to access your account? What kind of warning do you see when you try logging into the account?

Not only my account is disabled, I am also not able to finish the wagering of the bonus. And the bonus is set to expiry in a couple of days.

Could you please advise if you received any response from customer support so far?

Not a single response from the casino to my numerous messages to them.

Thank you very much, nikowein1980, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you nikowein1980 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Rocket for their help in resolving this complaint. We would like to know why was the player blocked and what can we do to help resolve the issue.

Thank you!

Good Day nikowein1980 and Peter,

Thank you for your feedback.

I understand how upsetting it can be to be unable to obtain assistance when required. Please keep in mind that we often receive a high volume of chats and emails. However, we do our best to service each player.

We apologize for this, and we thank you for your utmost understanding.

I have checked your account and can confirm the account was closed due to a business decision. Nikiwien1980, we would appreciate it if you could please clarify your coinspaid address so that we may process a refund for your deposit.

Looking forward to your response.

Kind Regards,

Casino Rocket

Dear Casino Rocket representative,

Let me remind you, that at the moment of your casino’s "business decision" to close my casino account, there was 862 euro which I won by playing slots at your casino. Yes, there were wagering requirements attached to those winnings but I had about 12 days to fulfill those and I planned to do so. Now, you offer to pay me back my deposit of 120 euro. As if I never played at your casino, you offer to delete all my winnings, as if they never existed in reality. Because of your "business decision".

 I cannot agree to this solution and find it very unfair any way you look at it. 

Nikolai

Dear Casino Rocket Team, could we please have an explanation as to why was the player's account closed? You can forward all evidence to my email address peter.c@casino.guru.

Thank you in advance!

Hello

I think I want to add something to the discussion. The casino has sent me email (twice) asking for my crypto address in order "to refund" my 122 e deposit with them ( We are prepared to initiate a full refund of your deposit, totaling 122.29 EUR) . Both time I refused to accept this offer. Here is my last reply to the casino:

Please, stop ignoring my words. At the moment you have blocked access to my account there was more than 860 e in it. There was no legible reason to restrict my account and I want to receive my winnings in full or, at least, reinstate my balance and let me finish wagering requirements of the bonus. Alternatively, I am ready to accept the payment of 700 e (taking into account the amount I would lose (on average) while wagering the bonus). 

Good Day Peter,

We have recently responded to you via email. We look forward to your response regarding this matter.

Dear nikowein1980, once you are able to confirm your e-wallet address with us, we will be able to refund your total deposits made on the account.

Kind Regards,

Casino Rocket

Casino representative!

I did not abuse your bonus (this is how you explained your decision to confiscate my winnings in your email to me). I played an allowed slot using an allowed bet size. My winnings are absolutely legal. There is no any reason in the world I should accept your decision to pay ONLY my deposit back to me.

Nikolai

Good Day nikowein1980,

I hope you are having an amazing day so far!

I can confirm that a refund of 700 euros has been processed for you on our end. We hope this resolves any issues with the casino as we want to emphasize that one of our company's main principles is maintaining our customers' satisfaction and comfort, and we work hard to achieve this.

Please let us know if there is anything else we can assist you with moving forward.

Kind Regards,

Casino Rocket

Hello, Casino Rocket

I will post at this forum as soon as the money will hit my Litecoin wallet.

Thanks

Until now - I received nothing to my LTC wallet.

The payment of 700 eur received. Thank you

Thank you, guys from Casino guru, you are the best! Casino Rocket - thank you for understanding.

Nikolai

Dear nikowein1980,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter