The player from Japan reported that their account had been suddenly closed, and they had not received their winnings despite passing the KYC verification. The player was informed that 2,000 euros had been withdrawn, but only 1,000 euros had been deposited, leaving 9,000 euros unaccounted for. After communication with the Complaints Team, the issue was resolved, and the player confirmed that the money had been returned to their casino account. The complaint was marked as 'resolved' in the system.
Rocket Spin Casino - Player’s account has been closed.
Amount: €11,500
Rocket Spin Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.8
Rocket Spin Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.8. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
My account was suddenly closed
and my winnings were not paid.
I have passed the KYC verification.
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1 month ago
Dear hirokann0525,
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.
Did you accumulate your winnings with or without an active bonus?
Have you been informed about the reason for the account closure?
Could you please share your communication with the casino regarding the closed account? 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
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1 month ago
Translation
Welcome deposit bonus!
no
Under investigation/In progress That's the only answer I got. I was told it would be within 72 hours, but the withdrawal hasn't happened yet.
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1 month ago
Dear hirokann0525, is your casino account currently under investigation, preventing you from logging in?
Have you requested a withdrawal?
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1 month ago
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It's malicious
Maximum withdrawal bonus x 10x
Only 1000 euros can be withdrawn
I will judge
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1 month ago
Dear hirokann0525, have you received your winnings?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
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Sensitive attachment
1 month ago
Translation
no
The casino admitted to the mistake.
Casino Guru
Lately, vague, arbitrary answers have been prominent.
Don't give random advice!
Your influence is great
If you are not serious about your work, please close the site.
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1 month ago
Translation
This is stated in terms of use 1 and 7.
Don't give the right answer
Casino Guru
Do your job neatly and carefully
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1 month ago
Dear hirokann0525, kindly inform us once the money has been returned to your casino account.
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1 month ago
Translation
Understood!!
Please consider your position and refrain from making thoughtless remarks in the future.
Think about the impact
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1 month ago
My comments were meant to reflect our general approach to these rules, not to imply that they were necessarily applicable to your specific situation.
If the maximum win limit rule isn't clearly outlined in the casino's terms and conditions, it should not have been applied to your case.
I would be grateful if we could focus on constructive dialogue going forward, as thoughtful communication helps us resolve concerns more effectively. Thank you for your consideration.
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4 weeks ago
Translation
We would like to emphasize that according to our Fair Gambling Code https://casino.guru/fair-gambling-codex-for-casinos#win-limits we consider the imposed win limits to be unfair and predatory only when applied to real money games, however we do accept bonus terms and conditions limiting the maximum cash-out from bonus play.
This statement can only be interpreted as mindlessly siding with the casinos.
Think about your influence
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4 weeks ago
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No refund has been given
The total amount is expected to be about 10,000 euros.
I was told that 2000 euros had been withdrawn, but only 1000 euros was deposited.
The remaining 9,000 euros (8,000 euros) have not yet been withdrawn.
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3 weeks ago
Dear hirokann0525,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
Casino.Guru
