Raketti Casino - Player’s loss limits were not applied.

Hello,

I am reaching out to you regarding responsible gambling. According to the RAKETTI terms and conditions, it states that if you have funds in your account, you cannot close the account, or you will lose all your funds.

Additionally, withdrawal restrictions that were applied to me affected my ability to close my account.

However, I used the tools available to protect both my money and myself from gambling. I set a loss limit of €100 per month, but the limit did not work, and I ended up losing €10,000.

I am a compulsive gambler and cannot control myself. I asked for assistance from the CASINO, which they promised to provide. You confirmed to me that the €100 loss limit was set.

I am requesting an immediate refund of €10,000. If the refund is not granted, I will make a public complaint about your operations and contact a lawyer based in Curacao.



Dear Make2002,

Thank you for submitting your complaint. I am sorry to hear about the issue you've experienced. We consider the rule you referenced in the casino's Terms and Conditions as definitely unfair and as a result, we are penalizing the casino by lowering its safety index rating. It's not okay to forfeit a player's balance just because they request self-exclusion. We believe that the withdrawal of the player's remaining balance should be processed after the account is blocked.

Regarding the loss limit you set, do you have any evidence you could send me? My email address is veronika.l@casino.guru. Please also include all the communication between you and the casino and any other evidence that could be relevant to the investigation of your case.

When exactly did you set the loss limit? Have you ever requested the deactivation of this limit?

Could you kindly confirm that you passed the full KYC verification?

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

Hi Veronika, thanks for the message, I want to clarify a few things.

I deposited money into the casino and won a large amount of money. Since the casino has a daily withdrawal limit of 5000e, I didn't get my money out right away.

I couldn't close the account and I didn't dare to close it because their terms of use say they will void all funds if the player closes their account.

so I decided the only way to protect my profit is to set a monthly loss limit, I asked in the chat to set a loss limit of 100e per month, the customer service confirmed that the 100e loss limit has been set and it will take effect immediately.

the loss limit didn't work and I lost 10,000e despite that

I haven't received an answer from the casino, I feel like they are underestimating the problem and my predicament.

Attached is a photo of the chat conversation:

Me: how does the loss limit work, if I won 25,000e and I set the loss limit to 100e, I can only play 100e

ville: now a loss limit has been added to your account. 100 eur/month

Ville: yes, you can now lose 100 euros in the next 30 days.

I never asked for the loss limit to be removed. I set a loss limit and after 2 days I lost 10,000 euros.

rocket casino closed my account when I questioned why the loss limit didn't work.

I tried until the end to protect my funds, but my hands were very tied, I couldn't close the account because I would have lost my funds, setting a loss limit was the only option, but that didn't work either.

yes kyc completed successfully. And I got a few withdrawals from the casino, but I always had to wait 24 hours before I could request a new withdrawal

Veronica I sent you an email. The casino is clearly scamming me and others.

Veronica what do you think? The casino clearly confirmed to me when I set the loss limit that winnings do not affect it.

I think the casino's tools for responsible gambling are lacking.

Veronika Did you get my email?

Thank you very much, Make2002, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear Make2002,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

1. I asked to set a loss limit that is not affected by profits and the customer service confirmed to me that YES it works exactly like this and it took effect IMMEDIATELY.
2. After this I lost 10,000e and the casino informs me that the loss limit does not work as promised.

The casino has insufficient tools for responsible gambling, you cannot close your account or you will lose your funds, loss limits do not work. So tell me how you can protect yourself and your funds?

I will contact a lawyer if the case cannot be resolved.

Did you contact the casino, thanks.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Make2002,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website.

Best regards, Jozef

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Raketti Casino team, 

Could you provide some context for the situation, please?

Hello Jozef and Make,

I hope you are doing well.

I apologize for my delayed response I did not get the notification for this complaint.

This is a summary of recent event:

The player requested a Loss Limit of 100 EUR to be set on his account, which was completed on the same date28/6/2024. In a separate conversation on July 3rd, the player inquired about a missing deposit of 10,000 EUR, which was later credited on July 4th.

It's important to note that the player was able to make the deposit because they did not have a Deposit limit in place, but did have a Loss Limit in place.

After the player complained the 10,000 EUR funds were processed as a withdrawal from our side and sent to the customer on July 9th.

I have provided the supporting documents to proof the above.

Lastly, I would like to add that we have RG procedures and practices that ensure our players play safely on the site.

Thank you for your patience and understanding.

Regards,

Raketti

Dear Make2002,

may I kindly ask you to confirm the casino statement?

THIS IS NOT TRUE!

This is not true, read the chain of events below.

28.6.2024 I won a big sum of 20,000e

I tried to withdraw money, but they have a daily withdrawal limit of 5000e

I tried to use the responsible gaming tools, but since their terms of use say you cannot close the account if you have money in the account, we will confiscate the money if you close the account.

I tried by all means to protect my profit which was 20k in my account and I decided to set a loss limit. On June 28, 2024, I set a loss limit of 100e per month. I received confirmation how the loss limit works, it works so that winnings are not counted and I can ONLY lose 100e

Casino I had money in my account because withdrawal limits applied I didn't make a deposit I played my casino account empty 10k

After this, when I had played to empty my casino account by 10k, I made another 10k deposit from my own bank account, but the deposit never reached my player account because my account was already closed because I filed a complaint with the casino, how did I manage to lose the funds in my casino account by 10k even though I had a loss limit of 100e per month set. I received a message from the customer service representative that he too is wondering how it worked and why the loss limit didn't work.

Regarding my own 10k deposit from my bank account, it was successfully credited to my bank account

Regarding the 10k money that was ALREADY READY in my casino account and I didn't make a deposit but I lost that money, I'm asking for this money back.

Dear rocket casino, regarding your statement:

"The player requested a loss limit of 100 euros for his account, which was implemented on the same day, June 28, 2024. In a separate conversation on July 3rd, the player inquired about a missing deposit of 10,000 euros, which was later credited on July 4th.

It is important to note that the player was able to make a deposit because he did not have a deposit limit, but the loss limit was in use"

first of all I made a deposit of 10000e and 600e, that 10000e never reached the casino account because you have a 5000e daily deposit limit, not because I didn't have a valid loss/deposit limit. This 10k was returned to me. Regarding the 600e deposit, it went through and I managed to play it despite the loss limit.

28.6.2024 at: 20:42 I won 25k withdrawal restrictions were applied to me and I could not withdraw 25k immediately.

28.6.2024 at: 22:38 loss limit 100e per month was successfully installed.

On 02.07.2024 I lost all my money that was in my casino account.

So on June 28, 2024, after installing the loss limit, I request all my deposits back.

you state that you act responsibly and commit to responsible gaming seriously, why don't you have tools to protect problem players and their funds? In your terms of use, it is clearly stated that the player cannot set the self exclusion lock if he has funds in his casino account, if he decides to do so, you keep all the funds and do not return them to the player.

terms of use that were valid when I played, and Veronika at casinoguru also asked to see them. So let me know if there was anything else I could do.

14. Responsible gaming

14.1 You are under no obligation to continue using our Services, and you may decide to stop using our Services at any time, either temporarily or permanently. In addition, at your discretion, you may also instruct us at any time, and in accordance with your instructions, we will immediately notify you of the period during which the "Self-Block" will be active on our Services ("Self-Block"). You understand and agree that during any Self-Lockout Period you may not, and we do not permit you to:

(a) use your account and/or our Services in any way, in any manner and/or for any purpose; or

(b) initiate deposit or withdrawal requests and/or otherwise gain access to your account balance until any self-lock period has expired, after which we will restore access to your account. You can find more information about the self-lock feature in the Responsible Gaming section of our website.

14.2 If you request permanent self-exclusion from the Website in accordance with clause 14.1, we will permanently close your account, you will no longer be able to use your account, and you will lose all funds in the account.

Dear Josef, I have a phone full of screenshots and videos to support my claims. I have taken screenshots of every chat session, I have taken video proofs of wins/losses/withdrawals etc. from my game account.

I have proof of EVERYTHING. I have a screenshot of their terms of use that were in effect when I played each section. Everything is in stock, let me know Josef if you want them all. And as I said, I have already consulted a lawyer and will escalate this case further if we don't get this resolved.

Dear rocket casino, I don't think that the amount I'm claiming back and to which I'm entitled will ruin your business, I think you want to maintain a good reputation and above all show that you are responsible and take responsible gambling seriously. This is a public complaint in front of everyone and I am convinced and sure you want your customers and players to see that you correct your mistakes and take them seriously and thus show your responsibility and reliability. I am a 22-year-old young man, seriously ill, not only a gambler but also disabled, I am currently undergoing treatment. If you need my health information, I am ready to provide it. In my country, my treatments are not free.

I hope to hear from you soon and we can close this complaint.

Rocket casino could you react? Thanks

Dear Raketti Casino team,

could you please react?

Josef I'm lost. When I set a loss limit, the casino confirmed to me that it takes effect immediately, winnings do not affect the loss limit. (You can see this above in this thread there is a screenshot of where I set the loss limit and where they confirm how it works)

Now rocket casino sent me an email where they say that the winnings do not affect the loss limit, and we have not done anything wrong and we will not refund you anything.

How is this possible? They have to follow what they have told me. As I said, I have all the documents on file.

rocket casino would at least be polite to answer and react?

Josef you need to give the casino black points and lower their rating and rating if they don't want to resolve this and don't respond.

Josef, I don't think the casino wants to resolve this complaint. It has taken them a really long time to respond to this and when they finally did, they didn't even respond to my claims, but completely ignored them. They also replied to my email that they have not done anything wrong.

. If they were right they would have answered already, but I think they don't know what to answer and they don't want to settle and settle this dispute and pay me my money.

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.

Hello everyone,

I hope you are doing well.

Apologies for the delayed response and thank you for your patience. Upon thorough investigation, I can confirm that the loss limit has been successfully set and explained to the player.

"The loss limit works that way that it takes into consideration the last 30 days from the day the limit was applied, in this case since the player has also won it was calculated that he has not spent 100EUR real funds which s why he was able to play the deposit.

Loss Limit

This function allows you to put a limit on how much you can lose over a particular period of time. If you reach your limit during the specified time period you will be unable to resume your gameplay, until the required time has elapsed.

IMPORTANT TO NOTE: Any possible winnings are not counted towards the loss limit.

Whenever a player places a bet, the system checks the total loss amount the player has incurred over the selected period of time (in the past X days), not based on the calendar month. If the player exceeds the loss limit set for the last X days at the time of placing the bet, the bet will be rejected.

Only real cash amounts are considered in the calculation, not bonus amounts."

Also please note that he has managed to successfully withdraw 35000 EUR.

Thank you for your understanding.

Regards,

Raketti

Hello rocket casino,

could you please tell me where, when and when your statement was explained to me:

After a thorough investigation, I can confirm that the loss limit has been successfully set and explained to the player

. Because no, I didn't get any explanation from you REGARDING what you say above in your message, how the loss limit should work.

I set the loss limit on June 28, 2024 and I have a receipt on June 28, 2024 where I inquired about setting the loss limit and SPECIFICALLY how the loss limit works and it was explained to me how it works (profits are not taken into account)

you ONLY told me when I questioned and filed a complaint with you regarding cheating on the loss limit that it works so that the winnings are also taken into account.

Would you be so kind and also explain to me how your customer service people were wondering how I managed to play even though I had a loss limit (I also have a screenshot of this)

Raketti casino, why do you completely ignore that fact and the receipt I sent where your customer service confirms how the loss limit works when I SET IT ON 6/28/2024. There are screenshots of this above.

Josef, I strongly believe that I have to continue and escalate the case to a lawyer, as you can see the casino responds when it wants and how it wants, they don't respond at all to the facts and documents that are black and white in this message thread. They even dared to change their terms of service after this complaint, it shows how they operate. Do you think this is correct?

you don't need to tell me how much I managed to withdraw, focus on how much I managed to lose after the loss limit set after 6/28/2024.

you are also very inconsistent with your claims in the first answer you say:

It is important to note that the player was able to make a deposit because he had no deposit limit, but the loss limit was in use.

you confirm that the loss limit was in use and my deposit was returned 10,000e because my loss limit was in use, but it's worse that I still managed to play.

are you sure that the loss limit was even installed or was it installed correctly? Did your system fail.

if you still think that you did nothing wrong and everything worked exactly as mimu was promised (I have everything in black and white) and you are not ready to correct your mistake and pay my money. It is pointless to keep the complaint open and waste time.

do you stand by your decision or are you ready to solve this problem?

my documents

1. On June 28, 2024, Ville, the customer service representative, confirms when I set the loss limit that the profits are not affected and it took effect immediately. (I have a receipt and the receipt can also be found here in the message thread)
2. I never received an explanation from you about what you say above about how the loss limit works.
3. even the customer service staff were amazed at how I managed to play despite the loss limit. (I have a receipt)
4. your responsible gambling tools were deficient the player could not close his account or he will lose all the funds according to your terms of use, so the only way was to protect by setting a loss limit.
5. I am convinced the loss limit was not installed, it was installed incorrectly/ the system failed.

Dear Raketti Casino team,

May I kindly ask you to provide us with evidence proving that the loss limit was clearly explained to the player, as you stated? I could not find any valid explanation for it on your website.

I assure and confirm that I received an email from them on 7/7/2024 after my complaint when I questioned why I managed to play even though I have a loss limit. 7/7/2024 in their email where they say that the loss limit takes profits into account.

But it was already too late because the damage had already occurred. Before this, I never got an explanation of how according to them the loss limit works.

Instead, when I set a loss limit on June 28, 2024, I was clearly told that profits do not affect the loss limit.

So Raketti kasino without wasting anyone's time any more will you take responsibility and fix this problem and refund me or leave this complaint unresolved?

Josef, have you received the statement you requested from the rocket casino?

This complaint has been open for 2 months already and I think that if Raketti kasino wants to resolve this and get this agreed upon in the best way that pleases both parties, cooperation must be done and answers must be given faster and cooperation must be more efficient.

I have a feeling that this is just a waste of time not only for me but also for Josef. Could you rocket casino be more efficient with the answers, as well as reply to my email where I am also waiting for a reply.

So without wasting anyone's time, Raketti kasino would you be kind and respond.

Hello Marko and Jozef,

Thank you for your patience as we have worked to address your concerns.

In response to your initial complaint regarding "Raketti Casino - Player’s loss limits not being applied," our investigation has confirmed that the loss limit was properly applied and functioned as intended.

Should you remain dissatisfied with the outcome of this investigation, we kindly encourage you to submit a formal dispute by emailing complaints@raketti.com.

https://raketti.com/fi/help/70

Regards,

Raketti

I don't quite understand you now. I have sent you a formal complaint 2 months ago and sent again 2 weeks ago but have not received a response from you.

1.First of all

I already sent you an OFFICIAL complaint on July 3, 2024 by email in accordance with your terms of use. I received a reply from you on 7/7/2024 where you say that the loss limit worked correctly and you will not refund my money.

2.You will be asked questions here regarding the loss limit and you will be asked for proof regarding your claim "After a thorough investigation, I can confirm that the loss limit has been successfully set and explained to the player." Both I and Josef have asked you for this receipt where it is explained to me how the loss limit works. You haven't replied to my e-mail for 2 weeks where I ask for this explanation in black and white, and you haven't replied to Josef. This has not been explained to me!

3. You are not willing to cooperate, you do not respond to my complaint that I made by e-mail other than "we acted correctly" you ignore all the facts and repeat the same "we have acted correctly, the loss limit has worked correctly" Why would I send you a new complaint by e-mail if I have not received an answer to the old complaint?

Josef, you can draw your own conclusions, but you will surely notice that the casino is cornered and they don't even respond to what is asked of them, because they don't have that proof. I strongly agree so that we don't waste any more time (and you can also notice that the casino is not very cooperative).

You could express your opinion regarding this dispute and give the casino the next 7 days to respond whether this complaint can be resolved or not.

Now I finally got an email from the rocket casino

but I never received proof of their claim that they explained to me how the loss limit works. (Because it was never explained to me when setting the loss limit that the winnings would be taken into account in the loss limit)

I also never received an answer to the fact that on June 28, 2024, when I set the loss limit, it was confirmed to me that profits do not affect the loss limit.

Dear Make2002,

I am very sorry about this situation. I have been in communication with the casino representative, and while I was presented with some evidence, it actually supported your position rather than theirs. Based on the live chat conversation I reviewed, you did not receive a clear explanation, and it seems the chat confirmed incorrect information. Additionally, the loss limit is not explained anywhere on the website. Therefore, I find your complaint to be justified. As the casino team has ceased cooperating in this thread and redirected us to their email address, I have no choice but to close the case.

An alternative option is to file an official complaint with the licensing authority of the casino.

Please note that this complaint will have an impact on their safety index on our website. 

Best regards, Jozef