Rocketpot Casino - Player's account has been blocked.

Hi there,

I’m from Australia and have recently played on rocketpot casino as I follow an Aussie streamer who had also played there. I won a decent amount of money and they asked for KYC. Once I sent them my documents they replied and said my withdraw is refused because I am from Australia. However multiple people from Australia have been able to withdraw. Including aussieslots. I was not told that this would be an issue I believe they are just making it hard because it’s a large amount. I have been speaking with Aussieslots who has a contact in management and they keep saying they are looking into it but nothing is actually happening. I have now been locked out of my account and we decided it’s the best option to submit a complaint here. Just not sure what to do from here.

Dear Michael,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

We share more information regarding this topic in our Fair Gambling Codex.

However, when I tried to register, I was blocked:

Before we move forward, could you please advise if you used a VPN (Virtual Private Network) or other software to change your geolocation when opening the account, or during playing?

Looking forward to hearing from you.

Best regards,

Kristina

Hi there,

Yes I was using a VPN. I use a VPN for most of my internet browsing.

I am sorry, Michael, but if you overcame the IP block set by the casino to your country by using a VPN, there is not much more we can do for you. Please understand, that you created an unfair advantage against the casino because the VPN masked your true location. Therefore the casino was not able to block you even if they visibly tried, like in this case. If the casino has a country block set, there is most likely a good reason for it.

I apologize, but we don't think that the casino is obliged to pay you out. I would recommend that you do not use a VPN (or any other tools) to mask your true location in the future so that you can avoid another confiscated winnings.

Please, do not hesitate to let me know if there is anything else I could help you with, but I am afraid I will be forced to reject this complaint. Thank you for understanding.

Hi Kristina

I have proof from the casino saying that Australians are allowed to play there. Otherwise I wouldn’t have even tried to access this casino.

If there is any information that would help us support you in this case, feel free to post it here or forward it to kristina.s@casino.guru. Thank you in advance.

Hi Kristina,

I will gather all the information we have and send it through in the next few days.

Dear Michael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions.