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Urgent Report of Serious Regulatory Breach – Request for CGA Assistance – Rocket Riches (White Star B.V.) – Ignored Self-Exclusion and No Response to Complaints

Dear CasinoGuru Complaint Team,

I am submitting a serious complaint against Rocket Riches for repeated and severe breaches of responsible gaming rules.

Summary of the issue:

I suffer from severe gambling addiction. Between late October and November 2025, I sent multiple clear and explicit requests for permanent self-exclusion and immediate account closure. Despite this, the casino failed to act promptly, allowing me to continue gambling and suffer extremely large financial losses.

Timeline of my requests (evidence attached):

• 28 October 2025: First formal email requesting immediate permanent self-exclusion and account closure.

• 3 November 2025: Second reinforced email repeating the demand and explaining that gambling had ruined my life.

• 21 November 2025: Third request via live chat – the account was finally closed only after long delay and unnecessary demands for ID verification.

After these requests, the operator has completely stopped responding to my formal complaints. They also refuse to provide me with a full transaction overview, making it impossible for me to document the full extent of the losses.

Regulatory breach:

This is a clear violation of the Responsible Gaming Policy for Licensed Operators Version 1.0 (17 April 2025), Section 9.2, which requires:

• Self-exclusion requests to be handled immediately and irreversibly.

• Wagering after a self-exclusion request to be voided.

• Refund of all deposited amounts within two business days in case of breach.

The old 2012 GCB Guideline does not apply here, as it only concerns land-based casinos and requires in-person appearance. Rocket Riches is an online operator and must follow the 2025 policy.

My demands:

1. Full refund of all deposits made after my first self-exclusion request (28 October 2025).

2. Voiding of all wagers and transactions made after that date.

3. Immediate provision of a complete transaction history (deposits, wagers, wins/losses, net result).

4. Confirmation of permanent lifetime self-exclusion across all brands under White Star B.V.

I have attached all relevant evidence:

• Emails from 28 October and 3 November 2025

• Full chat log from 21 November 2025

I have already contacted the casino multiple times with no meaningful response.

Since these requests, the operator has completely stopped responding to my formal complaints. They are not processing my complaint and refuse to provide me with a full overview of my transactions. I am being totally ignored by the casino

I am now turning to CasinoGuru for assistance in resolving this matter through your Alternative Dispute Resolution service.

Thank you for your help.

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Stay safe.

Dear krnqownfndowl,

Thank you for submitting your complaint. I’m sorry to hear about the issues you experienced with Rocket Riches and the serious regulatory breaches.

To better understand the situation and provide appropriate assistance, could you please clarify the following:

• Have you received any acknowledgment from the casino regarding your self-exclusion requests, and when was your account finally closed?
• Did you keep a record of any other conversations with customer support?
• Can you specify the exact amounts and times of your deposits after your initial self-exclusion request?

We hope to assist you in resolving this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petra

Dear krnqownfndowl,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru