Casino Rocket - general discussion (page 5)

Has anyone had trouble with withdrawling from casino rocket? If so could you share your experience please and the outcome

I bet browsing this thread might give you some insights. Additionally, browsing user reviews 👈is also a great way to find out more.

Care to share more about the withdrawal you mentioned? Any problems?

Thanks, I have a open complaint which explains everything I'm waiting on casino guru to reply

Of course I understand, but if you are interested, you can also briefly describe on our forum what happened so that the players have some overview of your situation. But I won't push you into anything. 

The complaint will be here. ⬅️

If you have something new let us know. 

I'm getting quite frustrated with Casino Rocket at the moment. I won 2.3k from a $300 bitcoin deposit, but I can't withdraw my winnings as they tell me I have to use Coins Paid v2 to withdraw it... except that I don't have that as an option on the withdraw page. I tried just doing a bank transfer, but they cancelled it and told me I have to use this withdraw option I don't have. I talked to support about it, and they said they were escalating it with their technical department, then I checked back a couple of days later and they said it must be a browser issue (it's not I've tried from 3 different computers and different browsers as well). Does anyone who plays here have "Coins Paid V2" as a withdrawl option ?

Hi, this is quite an unpleasant situation. I would say that it's not such a problem and that everything could be sorted out just fine, but I can see that it probably won't be. I would also think that the casino would help you sort it all out, but they recommended you just try a different browser. You told them that you did that and you still don't have this payment method there and what should you do in this case ? They should be able to give you the best advice but I see that this is not the case. 

If you continue to have issues and get nowhere, you can file a complaint with us. 

Rocket casinos are unfair and unjust and will not pay out your funds that you have fairly won on their site I have $500 that I have won but they will not pay it out stating verification not completed when I have supplied all the documentation they require I have previously worked in banks so understand the kyc process very thoroughly they do not require any further documentation and are using verification as the standard delay tactic to not pay out funds avoid at all costs do not put any money towards this company I have reported them to the Australian Federal police and acma. This will be taken further should they not resolve my issues

Could you please explain in more detail what exactly the casino told you?

As I understood from your post, the only reason you are unable to withdraw the money now is that the verification is not done yet. Is that right?

So, what documentation are they asking for, and are you able to provide it? Or is there some issue with the documents, perhaps?

Yes I've found it impossible

Hello, can you please tell me more about your situation?

Hi, I just want some advice please as to whether you think it’s worth making a complaint about Casino Rocket.

I have been an active and loyal customer of theirs for almost 12 month and hold bronze VIP status. Up until this matter I’d never made a complaint with them.

Recently I made a deposit and was given free spins as part of a bonus. I know they have a $75 max cashout on the free spins component and usually I would play my deposit first and once exhausted I’ll play the free spins. However I recently went through their bonus T&C and noted that with deposit bonuses, real cash is used first. So on this occasion I played my free spins, the winnings were tacked on to my deposit amount and I commenced playing.

After fulfilling the wager, my balance was sitting around $271. Once wager was complete, the system automatically reduced my balance down to $105 (deposit $30 + $75 free spins max cashout). So a total of $166 was taken from my balance.

I questioned this with live support and then initiated a formal complaint through management, with my reasons being that I was always playing real cash when my balance grew, and after the first few spins, my balance never dropped below $60, so effectively I was never playing with the free spins bonus funds. Therefore I believed a max cashout should not apply.

My complaint was rejected, with a multitude of emails going back and forth. They state that their policy allows for a max cashout of $75 on free spins winnings EVEN if there is a deposit and real cash is used first. They also agreed that had I played my real money first before the free spins (and the subsequent winnings from that), my full winnings would have been payable.

There is nothing in writing that shows this and they accepted that their wording is confusing and not clear about the max cashout applying even with a deposit on the balance. So from what they are saying, even if I deposited $500 and got free spins, I’d only ever be able to cashout $75 because free spins were part of the bonus.

I told them that the wording doesn’t specify this and the whole point of playing real cash first is to negate any wager. They advised that their decision is final and they are unable to overturn this. They said my complaint had highlighted some flaws in their bonus policy wording where it’s not clear about what we are entitled to.

So my query is - because they are leaning on their policy wording (which is vague and doesn’t specify this clause) and I’ve exhausted their complaints process, would it be a waste of your time to pursue this with a complaint through Casino Guru? I have an entire email thread with all our discussions and arguments back and forth.

Thanks, Skye

Hi Skye!

Thanks for explaining the situation so thoroughly. And no, I don't think it would be a waste of our time to have a look at this.

I have to say that I can see why you're questioning the casino's interpretation. Situations involving a combination of real money and bonus/free spin funds can get quite complicated, and the exact wording of the bonus terms, as well as how the casino explains the rules in the particular situation, can make a big difference.

Moreover, from what you've described, I can certainly understand your reasoning. In particular, the fact that the casino itself acknowledged that the wording is not clear and that the outcome could have been different depending on whether you played your deposit before or after the free spins is something I'd consider relevant. I just wouldn't want to make a definitive judgement on behalf of our Complaints Team without seeing the actual terms and the full context of the casino's explanation (which is their domain. :-))

I suspect this may be one of those cases where our Complaints Team will need to discuss the situation among themselves before deciding how to assess it. So I don't want to promise you a particular outcome, but I do think there is enough here to at least let them take a proper look at it.

If you decide to submit the complaint, I would strongly recommend including as much of the casino's own wording as possible. In particular, please include the relevant bonus terms as they appeared when you received the bonus, together with the casino's explanations from the email correspondence about why they believe the $75 maximum cashout applies in this situation. The more of their actual reasoning we can see, the easier it will be for the team to assess the case in its proper context.

And honestly, I appreciate you asking about this. So yes, if you have email or any other communication available and the relevant terms, I would say it's worth submitting it and letting the team have a look at it from your perspective too.

Hope it helps and thanks for reaching out.