RocketPlay Casino - Player's winnings were confiscated due to duplicate account.

Rocketplay have confiscated by "winnings" and blocked my account only after happily letting me make deposits on an unknowingly disallowed duplicate account.

I deposited $1900 over numerous transactions and went to withrdrawal $1950 after quite a long session. However, as I was on a secondary account, which is against Rockplays terms and conditions apparently, they are taking advantage of the situation to not honourably pay me out. Since reading their terms about duplicate accounts, I found out they declare that they have the right to withhold moneys from those accounts. However, I believe they have created a market with fraudulent characteristics as the system would no doubt recognise a duplicate account immediately. This is when your account should be blocked or terminated. Not after numerous deposits and only blocked once you wish to withdrawal money. Even if hypothetically you make an account and the system is ignorant that you have another, I don’t think they should be able to withhold anything more than your deposit amount. I have been offered a refund of my last deposit of $300 as a compromise, however this just outlines to me that RocketPlay are able to payout my money however they are choosing not to.

The reasoning for disallowing duplicate accounts is to stop people taking advantage of sign up and bonus features. However I disabled these features and did not have the duplicate account in place to take any advantage or be deceitful. I was using another account as I couldn’t work out how to change my settings on the primary account. Seemed easier at the time.

To cut it short, RocketPlay are not honouring to payout an honest days gambling.

If you’re willing to provide odds, markets and allow bets on your gambling platform, you should be willing to pay someone out if they win.

A very dishonest, deceitful and cowardish system.

I would understand withholding won money, but nothing above the deposited amount. It’s robbery.

I believe this is a purposely orchestrated market that they have created to use to their advantage.

The house will definitely always win if they let you deposit and bet money all day then just block your account if you wish to withdrawal! Only notifying you of an unauthorised account when you come to the cash out till!

If you know of who or what parties to involve to come to some sort of resolution that’s not just $300 please let me know. I’ll be contacting the Curacao Gambling Commision and other overseers for now

Dear Camween,

Thank you for submitting your complaint. I’m sorry to hear about your problem.

Please understand, that it is strictly forbidden, in the majority of the casinos, to have more than one account. As you admitted, you have opened more than one account from the same IP address. This has been recognized by the casino as breaching T&Cs and your account was blocked.

We always recommend reactivating the old account instead of creating a new one to avoid any misunderstanding. Could you please advise what was the reason for opening a brand new account?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, Camween

Thank you for addressing this matter with us. Your account was blocked due to the presence of multiple accounts, which goes against our casino’s rules. Furthermore, this rule states that: "Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player".

We also noticed issues related to responsible gaming, which we take very seriously for the safety and well-being of our players. Ensuring a fair and secure gaming environment for all our players is paramount. Should you have any further questions or concerns, please do not hesitate to contact our customer support team: support@rocketplay.com

Whatever @rocketplay.

Yes, you say in the rules it "can" lead to termination of such accounts. So you "can" also decide to just rightfully give me my money back. But you just don’t want to. You could’ve terminated my account before I deposited money. Or before I deposited another 6 times. But you chose to terminate my account and confiscate my money when I attempted to withdrawal money. Which mind you was the exact amount of moneys totally deposited.

You presented a gambling platform and took money for provided bets at different odds.

All in knowing that if the result fell to the latter (me) you had no plans in honouring the payout.

Thats a Scam buddies.

@ RocketPlay

And If it is against your terms,

All deposits should be refunded, as you said the participation on the platform is not allowed/ invalid in such certain circumstances.

Regardless of a win or loss (or coming out even).

I apologize, Camween, but it appears that you intentionally created a duplicate account, despite being aware of your previous connection with this casino. We typically strive to help users who inadvertently open another account, but it seems that isn't the situation here. As mentioned before, our suggestion is to reach out to the casino and explore the option of reactivating your previous account. If this proves to be unfeasible, there likely is a specific reason, and it's crucial for users not to attempt opening duplicate accounts solely due to challenges faced with their initial one.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Dear Camween,

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.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.