Rocket Spin Casino - Player’s bonus rounds have been confiscated.

I did a bonus hunt at Casino Rocket Spin and bought various games worth over 900 EUR. I wanted to open the games the day after next, but Pragmatic Play had a software update which deleted all bonus rounds and neither the provider nor the casino want to refund me the money for the bonus rounds I bought.

The support replied as follows, among other things:

Earlier you have contacted us regarding issue with bonuses in games.

The Provider checked this issue and confirmed that all rounds were closed due to auto-finalization feature, which is set in our casino to 24 hours. All of them are marked as cancelled and closed.

It cannot be that my 900 EUR simply disappears into thin air due to a software update.

I would like your support with this case

Dear CUIVETV,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rocket Spin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of what section of the casino you used to buy the game rounds?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Are your purchases recorded in your gaming history or transaction history?

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,

Tomas

Hallo, ich habe den Chatverlauf sowie eine Auflistung an die o.g. E-Mail Adresse gesendet.

Dear CUIVETV,

Have you been informed by the casino before the incident at any point there is a time limit on the bought features and free spins? (for example via a notification or announcement)

Hallo,

nein diese Information wurde mir erst hinterher mitgeteilt. Wie im Supportchat-Verlauf zu lesen ist.

Thanks for the confirmation.

Could you please explain why you bought the features in the slot games without using the game rounds immediately?

Weil ich da raus ein Bonus opening Video machen wollte. Als Content für meine Social Media Kanäle. Und ich kam nicht früher dazu, dieses Video zu drehen

Thank you very much, CUIVETV, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello CUIVETV,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rocket Spin Casino to join the conversation and participate in the resolution of this complaint.

Dear Rocket Spin Casino,

Can you please provide further insight into the reason for the player's bonuses being cancelled?

Kind regards,

Adam

Dear Brian,

Thank you for your feedback!

We contacted the provider regarding your case and they have responded with the following:

[The player started rounds but didn't finish them within 24 hours, and the rounds were closed automatically. This is expected behavior for Pragmatic games. Please also be informed that we haven't found any errors in the logs for the specified rounds.]

Unfortunately it is beyond our control as it is the expected behaviour of the games. To avoid such cases in the future, please make sure to finish your rounds within the 24 hour window.

We have added 50 Free Spins to your account as a gesture of goodwill and in case you need any further assistance, please do not hesitate to reach out to us.

Best regards,

The RocketSpin Team

Hello Rocket Spin Casino,

Thank you for your reply. Can I ask if the information about using bonus rounds within 24 hours is displayed anywhere on the website? What are the terms of the bonus purchases?

Kind regards,

Adam

Hey Adam,

Thank you for your reply.

Unfortunately we do not have the 24 hour limit in our terms as it has been set by the provider. I have contacted them to ask what the terms of the bonus purchases are and where/how they are communicated to the player.

I will let you know as soon as I receive a reply.

Best regards,

The Rocket Spin Team

Thank you RocketSpin Casino,

We will await further information.

Kind regards,

Adam

Hi Adam -

They have said that each game has its own conditions of bonus purchase. They can be found in the rules of the game. 

They also said that each game provider has specific time limits for such cases and they can be different. Some providers have no such feature as auto-finalization and it's necessary to bonus being played till the end. 

Thanks in advance,

The Rocket Spin Team

In den Bedingungen von Pragmatic steht weder die Speicherdauer noch irgendwelche Limits. Und da es hier um den Anbieter Pragmatic Play geht, ist es eindeutig.

Hello Rocket Spin Casino,

Thanks again for your prompt response. I can appreciate that such time limits may be out of the control of the casino, Can I ask if delayed use of these rounds would have provided any advantage to the player, if there hadn't been a limit?

Kind regards,

Adam

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.

Hey Adam,

So sorry for our delayed response!

As this is related to Pragmatic Play I have reached out to the provider and I have asked them the reason for the limit and if delayed use of these rounds would have provided any advantage to the player, if there hadn't been a limit.

I will get back to you as soon as I have an answer.

Thank you for your patience.

The Rocket Spin Team

Die Frage ist doch hier nicht, welcher Vorteil sich ergeben hätte. Mir ist kein Fall bekannt, wo es einen Vorteil gegeben hätte.

Viel wichtiger ist doch folgende Frage: Wer ist im Besitz des Geldes ? Das Casino oder der Anbieter und wer ist für eine Erstattung des Einsatzes verantwortlich.

Thank you for your response, Rocket Spin Casino.

Dear CUIVETV,

To be able to answer your question, we need to find out why the limit is in place. If no advantage could have been gained by you from delaying the use of the bonuses, it does not seem fair that they would just be voided/confiscated without warning.

We will wait for further information from the casino and game provider so we can understand the situation fully.

Kind regards,

Adam

Hey Adam,

The Provider indicated that without auto-finalization, players have the option to either continue the round and potentially win more, or potentially also win nothing in the future. 

Please let us know if you need anything else.

Kind regards,

The Rocket Spin Team

Hello all,

This case will be discussed at our weekly meeting tomorrow, I will provide further updates about our findings promptly thereafter.

Kind regards,

Adam

Hello all,

As mentioned the case has been discussed in our weekly meeting. We came to the unanimous conclusion that the player's funds should be returned to them. As the player has stood to gain no advantage by delaying the use of these rounds, their explanation regarding bonus hunting/streaming seems very plausible. This is an increasingly popular thing for players to do.

There does not appear to be any mention of the Auto Finalization function or any time limits, either in the casino terms or within the games themselves, so it is not fair that the player's purchase should be removed without warning.

We therefore urge the casino to refund the player in full. Please let us know your thoughts.

Kind regards,

Adam

Hi Adam,

We are discussing this internally. In the meantime please could you clarify that you are referring to refunding the deposit connected to the bonus rounds.

Many Thanks

The Rocket Spin Team

Hello Rocket Spin Casino,

Thank you for the update.

Regarding the refund, the player's account balance should be restored to the amount before the voided bonuses were purchased (the funds used to purchase bonuses should be returned).

Kind regards,

Adam

Dear Adam

Thanks for clarifying.

As the time limit was applied by Pragmatic Play we are checking the process.

We will get back to you as soon as possible.

Best Regards

The Rocket Spin Team

Dear CUIVETV,

The casino has made me aware that more time is needed while the situation is being discussed with the game provider.

I will reset the timer for another week, and hopefully then we will have more news.

Kind regards,

Adam

Dear Adam & CUIVETV,

We requested a refund from our provider, Pragmatic, however, after a thorough review, they have confirmed that all game rounds in question were auto-finalised, and the player’s winnings were credited at the time of completion. The bonus rounds were not canceled or voided, but rather completed automatically, with winnings paid out as if the player had played them manually.

We are able to provide evidence of this if required and can share it via email or any other preferred method.

As the game rounds were finalised and winnings paid, no refund is applicable.

Additionally, we would like to clarify that while this took place on our platform, the games and gameplay structure are entirely managed by the provider. Therefore, this issue is directly related to Pragmatic’s systems rather than Rocket Spin’s operations.

Please let us know if any further assistance is needed on this matter. We are more than happy to provide additional information or support.

Thank you for your time and consideration.

Best regards,

The Rocket Spin Team

Hallo, wenn die Gewinne gutgeschrieben wurden, wieso sind sie dann nicht auf meinem Spielerkonto ersichtlich? Ich habe von allen Runden nicht einen Cent auf meinem Spielerkonto erhalten.

Der Kontostand meine Spielerkontos konnte bis dato keine Eingänge aus den Bonus Käufen feststellen. Bitte um Klärung beziehungsweise eine Gutschrift aus den abgeschlossenen Runden, weil es kann nicht jede Bonus Runde mit 0,00 EUR beendet worden sein.

Hello Rocket Spin Team,

Please do provide the evidence mentioned, showing these amounts being credited to the player's account balance.

Kind regards,

Adam

Hello -

We have asked for the evidence from our games team, we will get back to you ASAP.

Thanks for your patience.

The Rocket Spin Team

Dear Adam,

Thank you for your patience while we reviewed the case. We have now shared the evidence with you privately, showing that the game rounds were automatically finalized, and the winnings were credited accordingly. As you can see, a total of €811 was bet, with €8 in winnings.

We want to assure you that we understand your concerns and are here to support the player. However, it's important to note that the decision regarding the auto-finalization of these rounds comes directly from Pragmatic, as it is part of their standard process. This includes the rule that if a player wins additional free spins or other bonus features during a round, those spins are considered part of the gameplay, and the original bet is not refunded.

We understand that being transparent with the time restriction is vital. However, since Pragmatic sets these terms, it is out of our control. We have, nonetheless, escalated this issue to them and have requested that they consider adding more clarity around this aspect.

Should you need any further information or clarification, feel free to reach out to us.

Thank you,

The Rocket Spin Team

Die Gewinne beziehen sich nicht auf die Bonusrunden sondern die Gewinne aus dem Basegame bevor der Bonus getriggert wurde. Kein Mensch auf dieser Welt kann mir erzählen, dass die Spiele aus über 941 EUR am Ende nur 8 Euro bezahlt haben.

Anhand ein Beispiel. Laut der vom Casino zur Verfügung gestellten Exceltabelle gab es für das Spiel Blade & Fangs ein Gewinn von 0,40 EUR zurück bei einem Kaufeinsatz von 20,00 EUR. Wenn man dann in die Infotabelle des Spiels schaut, sieht man ganz klar, dass die 0,40 EUR von den 3 Scattersymbolen zustande kamen. (Siehe Bild)

Wie Sie sehen zahlen 3 Scattersymbole 2x aus (2x entspricht bei einem Basiswert von 0,20 EUR = 0,40 EUR) so wie es in der Tabelle deklariert wird, somit wurde kein Gewinn aus den eigentlichen Freispielen gutgeschrieben und genauso verhält es sich mit den anderen Spielen aus der Exceltabelle. Alle Gewinne sind die Gewinne VOR den Bonusrunden (Freispiele). Demnach wurde nicht ein Cent aus den ganzen Bonusrunden (Freispielen) gezählt bzw. gutgeschrieben.

Demnach bleibt es weiterhin zu klären wo das Geld aus den Freispielen ist (nach abgeschlossenen Bonusrunden) die 8 EUR wie von Ihnen deklariert sind es jedenfalls zu 100% nicht.

Wenn ich weitere Beispiele zeigen soll, lassen Sie es mich wissen. Vielen Dank

Hello all,

As this is still being discussed with the casino via Skype, I will extend the timer again. I apologize it is taking so long, but we need to determine exactly what has happened to the bonus rounds and it is not clear from the information provided so far.

Kind regards,

Adam

Hallo Adam, ich habe ja gestern einen Beitrag verfasst aus dem klar hervorgeht, dass die Gewinne worauf sich das Casino bezieht alle aus dem Basisspiel hervorgegangen sind. (Ohne Bonusrunden) Ebenso habe ich ein Beispiel aufgezeigt. Gerne kann ich weitere Beweise liefern, dass die Gewinne nicht aus Bonusrunden entstanden sind.

Lass Sie mich wissen, wenn ich weitere Beweise/Begründungen/Nachweise erbringen soll.

Hi Adam,

Apologies for the delay.

We have sent you the information requested.

Let us know if you need anything else.

Best Regards

The Rocket Spin Team

Hello all,

I have received the evidence requested from the casino and this is being reviewed and discussed internally. I will post again shortly, once this has been completed.

Thank you for your ongoing patience.

Kind regards,

Adam

Dear Rocket Spin Casino,

After assessing the gameplay history provided by you, we must inform you that we agree with the player - the amount of winnings from the use of these bonuses just doesn't seem feasible. The best course of action would be to again contact the game provider and ask them to check all of these rounds. Is it possible the update they performed caused some sort of technical error?

Kind regards,

Adam

Dear CUIVETV,

As it will likely take an extended period of time to contact the provider and have them check the situation again, the casino has stated that they will contact you directly to try to reach a mutual agreement.

Please keep us updated on the situation.

Kind regards,

Adam

Hallo Adam, das Casino hatte ja damals schon eine Lösung in Form von 50 Freispielen vorgeschlagen, was ich schon als Beleidigung gesehen habe.

Es kann doch nicht so schwer sein, die Käufe zurückzuerstatten. Man hat eine Liste der Spiele sowie den Kaufeinsatz, somit ist für mich doch klar, dass es möglich wäre die Käufe zu erstatten.

Mein Vorschlag wäre ein Vergleichsangebot von 750,00 EUR und ich betrachte anschließend den Fall als erledigt. So komme ich dem Casino entgegen und das Casino mir.

Ich warte auf eine Rückmeldung seitens des Casinos.

Vielen Dank für Ihre Unterstützung

Hello CUIVETV,

Thank you for letting me know. We will wait to see how the casino responds.

Kind regards,

Adam

Hallo,

ich habe mich soeben mit dem Casino geeinigt und wir können diesen Fall als erledigt betrachten.

Vielen Dank nochmal für die Unterstützung und auch an Rocket Spin Casino für die Kooperation in diesem Fall.

Danke an alle Beteiligten.

Fall ist damit gelöst.

Hello CUIVETV,

I am glad to hear that you have been able to reach an agreement with the casino and find a resolution to your issue. We will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, CUIVETV, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam