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Rocketspin Casino confiscated €8,845.53 after extensive verification

I made the following deposits at Rocketspin Casino:

8 June 2026 – €1,000 in Ethereum and accepted a €1,000 bonus

8 June 2026 – €600 in Ethereum and accepted a €300 bonus

8 June 2026 – €600 in Ethereum and accepted a €300 bonus

I lost the funds from the first two deposits.

With my final deposit, I won and successfully completed the applicable wagering requirements. My final balance was €8,845.53.

When I attempted to withdraw my balance, Rocketspin began an extensive verification process. I cooperated fully with every request made of me.

During the verification process, I was asked to provide, amongst other things:

My passport

Selfies holding my passport

My Irish Citizen Card

Selfies holding my Irish Citizen Card

Utility bill as proof of address

Bank statements as proof of address

A selfie holding a handwritten "Hello Rocketspin" note

A selfie taken outside while holding my Citizen Card

A selfie taken outside while holding my passport

An Allied Irish Bank statement

A Revolut bank statement

Several photographs of myself holding ID while showing the signs outside my apartment building

Finally, I was required to participate in a Google Meet video verification call, during which I showed my identification and answered questions about my gameplay and account activity.

I complied with all of these requests.

The verification process was extremely lengthy, with documents and photographs repeatedly being rejected and further verification being requested.

Rocketspin’s first request for verification documentation was on 12 June 2026, and the video verification call was not conducted until 24 August 2026.

On 25 August 2026, after I had completed this extensive verification process, Rocketspin informed me that my account had been closed and that my entire €8,845.53 balance had been confiscated.

Rocketspin stated:

"Your winnings have been confiscated in accordance with our Terms and Conditions following an Anti-Fraud policy."

That was the only substantive explanation provided.

Rocketspin did not identify which specific term or condition I had allegedly breached. They did not explain what fraudulent activity I was alleged to have committed, nor did they provide any explanation as to why my €8,845.53 balance was being confiscated.

Instead, I was simply directed to review their Terms and Conditions for "further information".

I find this particularly concerning given that I deposited a total of €2,200 with the casino. My deposits were accepted and I was allowed to play. When I won and attempted to withdraw, I was subjected to more than two months of extensive verification, complied with numerous requests for identification and proof of address, provided photographs of myself outside my residence, and ultimately participated in a live video verification call.

Despite fully cooperating with this process, my entire €8,845.53 balance was then confiscated without Rocketspin providing me with a specific explanation of what I had allegedly done wrong.

I do not believe that merely referring generally to an "Anti-Fraud policy" and the casino’s Terms and Conditions adequately explains the confiscation of an €8,845.53 balance.

If Rocketspin believes that I committed fraud or breached a specific rule, I believe they should clearly state what I am alleged to have done, identify the specific term or condition upon which the confiscation is based, and explain the factual basis for their decision.

My requested resolution is payment of my €8,845.53 balance in full.

If Rocketspin refuses to pay the balance, I ask that they substantiate their decision by identifying the precise term I allegedly breached and providing Casino Guru with the factual basis upon which they believe confiscation of the entire balance is justified.

I have cooperated fully with Rocketspin’s verification process and am willing to provide Casinoguru with the relevant correspondence and evidence of the numerous verification requests.

I am asking Casinoguru to assist me in obtaining payment of my €8,845.53 balance.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot or a link to the third bonus with which you accumulated your winnings?
• What types of games did you play while your bonus was active?
• Is there any chance that someone from your household or someone using the same IP address also created an account at this casino?
• Did the casino approve any of your identity documents before your account was blocked, specifically any documents submitted as proof of deposit or source of funds?

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

Thank you for allowing me the opportunity to use your mediation.

The link to the bonus is on this page;

https://www.rocketspin.com/promotions

It was the third deposit bonus. I played within the stated terms of this bonus (and all the others).

I played slots, specifically Invictus, which is one of my favourite games.

I am the only person in my household who has an account with this casino.

Throughout the verification process, the casino did not confirm whether the documents I submitted had been accepted or rejected. Instead, they continued to request additional documents and information.

What I can confirm is that I cooperated fully with the verification process and provided everything requested of me. To the best of my knowledge, all of the documents and information I supplied complied with the casino’s requirements and the specific requests they made.

Thank you for your reply. Before we proceed with the investigation, please forward me the entire email communication between you and the casino customer support regarding the verification requests at veronika.f@casino.guru. If possible, please include the documents that you sent to the casino for the verification of your account as well. I appreciate your time and cooperation.

Hello Mary212,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru