Rocket Spin Casino - Player's account has been closed and winnings confiscated.

The casino RocketSpin closed my account citing an alleged duplicate account, which I was not aware of. I did not use any welcome bonus or promotional offer, and all gameplay was conducted solely using my own deposited funds.

Following the account closure, the casino requested full KYC verification. Despite initially requesting documents through an inaccessible verification tab, I successfully provided all required documentation via email, including proof of identity, proof of address, and verification of the virtual card used for deposits through a Revolut bank statement. The casino confirmed receipt and accepted the verification.

Subsequently, the casino processed and paid out a full refund of all my deposits, confirming that my identity and payment method were legitimate. However, the casino has now explicitly stated in writing that the refund of deposits constitutes a "final and definitive settlement" and has refused to release my legitimate winnings.

No bonus abuse, fraud, unfair advantage, or violation beyond the alleged duplicate account has been claimed. The casino has not referenced any specific contractual clause that would justify the confiscation of winnings generated from real-money play without bonuses.

Total deposits were approximately NOK 16,000. Total winnings withheld amount to approximately NOK 34,700 (net winnings after deposit refund), generated entirely from my own funds.

I respectfully request CasinoGuru’s assistance in assessing the fairness and proportionality of the casino’s decision. While the casino may have the right to close an account, I believe confiscating legitimate winnings without bonus abuse or proven misconduct is disproportionate and unfair.

All relevant correspondence and documentation are available and can be provided upon request.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Is there any chance that you created an account in the past?
• Or is there any possibility that someone from your household or using the same IP address has created an account at this casino?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi!

I have checked all my email adresses and can’t find any prior emails from Rocket Spin.

I am the only one in the household who gambles.

I only play slots.

Correction: the deposited and refunded amount was 14.000 NOK. And the winnings after the refund amounts to 36.700 NOK.

Thank you very much for your reply, Torleif. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hi Kristina and thank you for your reply.

I have forwarded all relevant correspondence and documentation to your email address, including KYC confirmation, deposit and withdrawal confirmations, and communication regarding the alleged duplicate account.

Please let me know if you need anything else from my side.

Hi Kristina,

RocketSpin has now referred to clauses 8.1 and 8.2 of their terms regarding duplicate accounts. However, I have never been provided with any evidence or details identifying the alleged duplicate account, nor any information showing that two accounts were active simultaneously.

No bonus abuse, fraud, or unfair advantage has been alleged, and all gameplay was conducted using my own funds. KYC and payment method verification were completed and accepted.

While I understand the casino’s right to close accounts, I believe that confiscating all winnings without presenting evidence of simultaneous activity or misuse is disproportionate and unfair.

I have now forwarded the email from RocketSpin to you, where they reference these clauses as the basis for withholding the winnings. Please let me know if you need any additional information from my side.

Dear Torleif,

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, Mirka (miroslava.d@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,

Kristina

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rocket Spin Casino representative to join this conversation.

Dear Rocket Spin Casino,

Could you please provide clarification regarding this case?

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.

Hi Mirka,

We did identify multiple accounts associated with this player, which constitutes a breach of our Terms and Conditions. As per industry standard, the duplicate account was closed, the associated pay outs were voided, and all deposits were fully refunded to the verified payment source.

Let us know if you require any further information.

Kind regards,

The Rocket Spin Team

Hi Mirka,

Thank you for the update.

I note that the casino states that multiple accounts were identified. However, I have still not been provided with any details regarding these alleged accounts — such as account identifiers, dates of activity, or evidence of simultaneous use.

No bonus abuse, fraud, or unfair advantage has been alleged, and all gameplay was conducted using my own money.

I kindly ask whether the casino can provide specific evidence demonstrating how the alleged duplicate accounts resulted in a material breach justifying the confiscation of legitimate winnings.

Kind regards,

Torleif

Dear Rocket Spin Casino,

Could you please send me the following evidence to miroslava.d@casino.guru?:

• Reasons for accusation, that this player created duplicate accounts (with evidence of matching data, activity,...).
• Bonus usage of this player and on the duplicate account, along with other unfair advantage gained by multiple accounting.

Thank you for your cooperation.

Dear Mirka,

Following your request, we have shared the relevant evidence for the duplicate accounts.

We remain available should you require any further information.

Kind regards,

The Rocket Spin Team

Dear Rocket Spin Casino,

Thank you for your reply. However, I have noticed that one of my questions remains unanswered. I would greatly appreciate it if you could take a moment to review my inquiry and provide clarification.

• Bonus usage of this player and on the duplicate account, along with other unfair advantage gained by multiple accounting.

Thank you for your cooperation.

Dear Mirka,

To clarify, the action taken in this case was not related to bonus usage or any unfair advantage gained through multiple accounts. The decision was based solely on the confirmed breach of our Terms & Conditions regarding the duplicate account.

In accordance with this provision, the associated payouts were voided, and all deposits were refunded to the verified payment source.

The relevant evidence has already been provided for your review, and the account closure was carried out in accordance with our Terms & Conditions. On this basis, we consider the matter resolved.

Kind regards,

The Rocket Spin Team

Dear Rocket Spin Casino,

I sent you an email. Please check your inbox.

Thank you.

Dear Mirka,

As requested, we have provided our response. We remain available should you require any further information.

Kind regards,

The RocketSpin Team

Dear Torleif,

After reviewing evidence provided by the casino, we are able to confim, that you created the first account in 2024, and closed it yourself forever due to Self-Exclusion. Then you created the second account in 2025 with matching personal details. At this point, the casino made a mistake in allowing you to register despite matching data. They noticed ithe match on the same day, and closed your second acount. That is why returning your deposit is fair in this case.

We believe, the casino's decision to return your deposit and confiscate your winnings was right . I can just recommend you to be careful in the future not to open multiple accounts on the same website, especially since you are using multiple email addresses, and it can be hard to keep track of it.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka