RocketPlay Casino - Player's account has been blocked after complaining about RTP.

Until now, I have been playing in this casino with the hope that at least once it will give me the opportunity to enjoy winning, but I lost, lost large sums and did not win a plus more than once. the day before yesterday I lost 1500 dollars and wrote to them that I was very disappointed and I wrote to them through Google translator by mistake I wrote something that I didn’t mean, and of course this casino immediately blocked me forever :) I have a question why don’t you block before a person loses 15 and 20 thousand dollars? responsible gaming I understand and I understand that you supposedly care about people, something that is not true :) I contacted you more than once with the fact that your RTP is very low and you did not take this into account, I reached level 7 and you have them all The 10th and last level with a prize of 22,500 thousand dollars and you, after how much I played, deprived me of everything! then, after I lost $1,500, I was supposed to receive 10% Cashback and you deprived me of this. Don’t you think that you are brazenly making a decision and taking everything away from a person?

Dear Dear pipiag680, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. However, I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP): https://casino.guru/learn-about-games-of-chance-rtp-variance. 

If you have more information that would help our case, please forward it to me. Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me at veronika.l@casino.guru if there is anything else I can do for you about your complaint.

Regarding the blocked account, could you please be more specific? Could you please send me the transcript or screenshots of the conversation you had with the casino?

Best regards, 

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

I already know that the same casino won’t do anything to them and they reserve all the rights, I just spent a lot of money and time on them, I understand that it was luck, but it no longer depended on luck, it lasted for a couple of months in a row, it’s just them They acted very negligently by blocking me. I told them that I lost my last money that I had to pay for the apartment, I understand that this is a good reason for them, but they could also take it into account and somehow solve the problem. I’ve been writing to them for a month that they have all the slots with losses but there’s nothing changed, they got a chance to block me and that’s it. You can say the case is closed, but let everyone know that this casino treats its players very negligently, and they have zero chance of winning. thank you for your attention

I lost about 15-20 thousand dollars in this casino, they tell me that they are a good casino

Could you please specify what the balance in your account was when the casino blocked you?

I played big money every time and in the end I lost $1,500 and was expecting 10% Cashback and I was also at a high level where the prize funds are. I was almost on 7 of them, there are only 10 levels. They blocked me under the pretext of taking care of me! Why care? I played for so long and asked them to show loyalty to me but no attention. I played for fun, but you can’t enjoy the game when you’re completely robbed! I ask that they compensate for the damage in general, if not, let everyone know what kind of casino Rocketplay.com is. I’ll be honest, all the casinos that I registered through Guru had problems with everyone, I played in Jeetcity and won 38 thousand, they delayed the verification for weeks until I lost all the money, then they blocked me because I told them the truth, and a couple of casinos that you have with a high rating, I tell you Please review all these casinos again, they do not deserve such a rating. Thank you

I lost about $20,000 on Rocketplay.com

Dear pipiag680,

We appreciate you taking the time to contact us. We're genuinely sorry for the challenges you've faced. Unfortunately, we were forced to block your profile due to "Gambling Addiction". Our support team has already suggested that you use the RG tools. Nevertheless, you were unable to stop playing and ignored the advice of the support team.

We value the privacy of our players and will not publish screenshots of their messages. In spite of that, you can still send screenshots of your messages to the site moderators.

Please note that we can't allow players to continue playing on our site when words like suicide appear in their messages. Furthermore, we strongly recommend that you take a break from gambling and seek help. Also, we will not unblock your account because we don't want to involve you in the game again.

I want to tell you that this word was translated from Google translator and I explained it to you, but about the fact that you are just robbing people, this is a fact :) and I lost a lot of money from you without a single plus, if you just want to take money, tell me and I will donate to you but don’t say that your casino is super! You have a lot of advertisements where you win something that is not true! I can give you a screenshot of a conversation with a VIP manager where she herself is surprised that I somehow couldn’t win the minimum amount, I topped up the money every two weeks with $1,500! You have no loyalty or human factor! you are just robbing people and these are facts, show people how much I lost from you!

if you wanted good for me, I myself wanted to be excluded and you convinced me to try again and luck would return to me, I can personally show you the correspondence where these words are used from your VIP manager, I don’t have the opportunity to sue you in the future, but I would prove it to you It’s not your fault! I asked many times to just do something nice for me, even with a trivial amount of money, not that I didn’t have money, I just wanted to see loyalty from you! but no, you lure, use and then say that you are right? ! I explained that I don’t speak English and Google Translator with the T9 keyboard translated something completely different from what I wanted to write!!!

Since the player hasn't presented sufficient evidence to support his claim of unfairly low RTP in the casino games and hasn't clarified the balance remaining in his account at the time of self-exclusion due to suicidal comments, we must reject the complaint.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.