Rocket Riches Casino - Player's winnings have been confiscated.

on february 10th i signed up and deposited 500 in rocketriches casino and opted in for the bonus of 100%. i read all the terms of the bonus and played with my cash money first with 20 dollar bet size , then when i reached bonus money i switched too 5$ bet size as that was the cap for their bonus . i played money cart 2 and wagered fully .i won 3620$. i then get an email that i broke max bet and passed the 5$ cap . that is completely false, i never did such a thing and i made sure to respect all the terms outlined. they confiscated my win and i would like to dispute that decision please. 

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Hello,

Thank you very much for submitting your complaint, I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

Whilst having an active bonus the maximum bet allowed is €/£/$5 per spin, €/£/$0,5 per bet line or for card and table games the total maximum stake is €/£/$5 until wagering requirements have been met. This includes double up wagers, gamble features or buying features. Any games that have an in-game option to choose a no-commission functionality. Rocket Riches reserves the right of voiding bets and winnings resulting from bets of larger amounts as well as applying a wagering penalty on current bonus(es). Unless otherwise stated, bonus(es) will be wagered in the order they are given to you and can only be wagered one by one.

Our position is closely explained in the 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 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 attila.g@casino.guru.

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

Thank you in advance for your reply.

Best regards,

Attila

i sent you two emails with all communications with the casino via live chat and by email with them. i also took a screen recording of all the bets i did with the bet sizes if you need that as well

Dear Player, thank you for your response.

In order for me to properly asses the issue, could you please share your game history in a format other than forwarded screenshots? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period: from the moment of the activation of the bonus, until the confiscation of the winnings.

Thank you in advance for your reply.

i don't think they'll do it and I'm concerned they'll try to alter the data to favor them so ill forward you a screen recording of the entire history on your email.

i ssent it via email

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello raphaellafrance98,

My name is Michal, and I have taken over your complaint. After reviewing your case, I can see that while some of the responses from the casino’s support team may have been somewhat inconsistent, you did exceed the maximum bet limit while an active bonus was in place.

As you appear to be based in Canada, the Canadian version of the bonus terms does include this rule.:

However, the casino operates in various other countries where the rule is stated a bit differently. To show you a example, these are the bonus rules in Norway

These are the rules in Austria

Anyway, I have checked the casino bonus T&Cs from various countries and it was never mentioned that the maximum allowed bet is 20 dollar as you have been placing.

Where did you get the impression that you can place 20-dollar bets while you have an active bonus, please? Could you kindly confirm whether you reviewed the bonus terms and conditions prior to claiming the bonus?

here is the explanation for doing 20$ bets at first then changing the bet size to conform with their terms afterwards:

when the depositing money into the casino and opting in for a bonus, the casino lets you use your own cash first and then once you've depleted what you deposited in cash , the money then is considered bonus money which is when those max bets terms come in play. when using your own cash, there is no limit on bet size. ive also verified this with their own support team to make sure as well. ill attach the conversation to your email and here too

Dear raphaellafrance98,

Thank you for the additional information. I acknowledge the response from the live chat support and it's natural you that you relied on that information, however, this response seem not to align with the casino rules. I will reach out to the casino team for their clarification and to explore how this can be addressed.

We would like to invite Rocket Riches Casino to join the conversation.

Dear Rocket Riches Casino,

I would like to seek your clarification regarding the communication surrounding the maximum bet restriction for players using the real-money portion of their accounts, particularly in relation to the active bonus.

The player in question was initially informed by your live chat agent that there was no maximum bet restriction applicable to the real money part. However, they were subsequently accused of violating a maximum bet rule. Given the gameplay history provided by the player, it appears they have adhered to the stated restrictions while utilizing the bonus money. Therefore, the confiscation of their winnings due to an alleged violation seems unjustified.

I appreciate your attention to this matter and look forward to your clarification, as well as your thoughts on how we might resolve this issue appropriately.

Should there be any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.