Rocketpot Casino - Pelaajan kotiutusprosessi on viivästynyt.

There is a problem with their withdrawal process, possibly with just my account. I have had a pending withdrawal since April. I have had a little bit of back and forth with live chat up until recently and they agreed to pay me directly to my crypto wallet. They asked for my address and have heard nothing since.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear player,

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.

Hi

Yes, I have made several withdrawals in the past with BTC & XRP.

KYC has not been requested at any point nor has it been uploaded.

Winnings:

250XRP were from a direct deposit with no wagering or bonus.

11XRP were from a no deposit bonus which wagering was completed successfully.

All transcripts are only temporary on their awful customer services live chat which apparently lose connection and lose all previous transcripts (according to Lawrence, one of their live chat reps).

I also have a ticket on their Discord where one member, an Admin has limited access to staff/owners of the site and they managed to progress things in the right direction but recently even they have had zero communication on the server.

Dear player, could you please let us know when exactly the casino asked you for your crypto wallet address?

Also, have you contacted them to make sure they don’t need anything else from you — whether for verification or anything else — in order to process your withdrawals?

I suggested they pay me directly into my wallet on July 20th 2025, they responded the following day asking for my wallet address which I provided. The live chat representative told me they would forward the address to the relevant department.

I have repeatedly tried contact via their live chat since then - all I get in return is an automated message saying "The team will be back 🕒 Tomorrow".

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear VAGABOND,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Rocketpot Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana