Rocket Spin Casino - Player's winnings have been confiscated.

I have made eight attempts to withdraw funds from my Rocketspin account, with each request being rejected for a new reason.

After my 6th attempt I did not hear anything for 3 days, only to be informed that my winnings were being confiscated due to the T&Cs of a bonus I recieved.

I then attempted to withdraw the modified balance of $250, which has now been rejected twice as I did not state Miss in my name, even after changing this I recieved the same cancellation email.

Dear beccraft135,

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. 

• Do I understand correctly that your winnings were capped because you played with a bonus that had a maximum cashout limit?
• Have you made any successful withdrawals before? 
• Could you please confirm that you have passed the KYC verification?

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,

Kristina

Hi,

I had previously been told on chat that my account was verified, though my numerous attempts to withdraw were rejected for multiple new reasons.

As of 7/7/24 my withdrawal was approved, though I am yet to recieve the funds via bank transfer.

Hopefully they clear soon.

Thank you for your reply, beccraft135. Could you please post a screenshot of your withdrawal history here in this thread?

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.



Do I understand correctly that the funds were returned to your casino account even though the information in your withdrawal history says the withdrawal request was accepted?

Did the casino clarify which bank information was incorrect?

That is correct, the transaction history still reflects that the payment has been approved, I was also told that the payment was with my bank.

I did not receive an email or any notification to say why the payment was rejected.

When I questioned why the rejected payment the customer service ended the conversation and I can no longer access the live support function.

I am currently waiting on two withdrawals of $250 and one for $300.



Still no news?

Dear beccraft135,

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,

I recieved one of the three withdrawal requests I have made. The other two were approved 2 weeks ago.

I have attempted to follow up regarding these withdrawals and have not received any response.

Could you please post a screenshot of your most recent withdrawal history here?



I have just logged on to the account and seen that my $400 withdrawal that says accepted had been rejected, so I attempted to withdraw again.

I have still not recieved any response to my emails. I did not even recieve an email to say my withdrawal was rejected.

Thank you very much, beccraft135, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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 beccraft135,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Rocket Spin Casino representative to join this conversation.

Dear Rocket Spin Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi Marika,

We sincerely apologize to Beccraft135 for the frustrating experience she has had with withdrawing her funds. We fully understand how disappointing this situation must be, and we're truly sorry for the inconvenience.

After reviewing the account history, we can confirm that the first withdrawal attempt was capped due to using a bonus. However, there was a successful withdrawal of 250 AUD on November 23rd. Unfortunately, subsequent withdrawal requests were either rejected or reversed by the bank with the message: "Beneficiary bank is unable to apply funds," despite us approving these withdrawals.

Please know that we are doing everything we can on our end to process the withdrawal. However, the issue seems to be with the bank rejecting the transactions, which is why the funds are being returned to the player’s casino account.

For the most recent withdrawal request, Beccraft135 should have received an automated message stating: "Please double-check your bank account data and request a new withdrawal."

We kindly suggest to make a fresh withdrawal request and try the following options to resolve the situation:

Double-check entered details: Please ensure the bank account details entered are correct. Do not use pre-saved account details, but enter the data manually once again.

Use an alternative bank account or payment method: Try another bank account if it is an option. Alternatively, try the withdrawal via MiFinity, which has been verified for deposits.

Contact the bank: Since multiple withdrawal attempts have been successful on our end but then reversed by the bank, it would be a good idea to get in touch with the bank to investigate further.

Once Beccraft135 has gone through these steps, please let us know the outcome, and we’ll do everything we can to assist in resolving the issue.

Thank you for your patience and understanding.

Best regards,

The Rocket Spin Team

Dear beccraft135,

Could you please confirm, if you have been able to try doing, what the casino suggested?

Thank you.

Hi,

Yes I have made numerous further attempts to withdraw the funds. I have confirmed with my bank that there is no issue, and as stated I received $250 from FS winning utilising the same bank details. I am now attempting to withdraw $400 from deposits I made in November.

I attempted to withdraw using a different method as suggests and was told I had to withdraw using the same deposit method, which I have attempted roughly 10 times.

I have triple checked the bank details I am entering and am still receiving cancellation.

The communication from support is far less supportive than it could be, with half my questions/emails not receiving a response.

I have recieved my withdrawal 🙏

Dear beccraft135,

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, 

Mirka

Casino.Guru