Rocketpot Casino - Player’s account has been blocked, and winnings confiscated.

I got a nice reload on rocketpot.io. By email this attracted my full attention.

I deposited I played I won a great amount. Now after verification.

Received a email

" Hello, we hope this post finds you well. Your account has been verified. Please confirm that the destination address of you withdrawal is correct: xxx

Kirill

Rocketpot.io"

"Dear Kirill,

Yes. My Eth address below is correct to send my withdrawal to it.

Thanks,"

After long non payment the followed upt with :

" Hello,

We are writing to you in relation to your recent activity on our site.

After careful review from our internal teams and external providers, we have discovered that you have engaged in manipulation of the system.

Upon accessing our site and creating an account, you agreed to be bound by our Terms and Conditions (T&Cs). We draw your attention to clause 13 of the T&Cs, which states that "Rocketpot reserves the right to retain deposits if there is reasonable suspicion of manipulation of the system". This forms part of our Fraud and Misuse Prevention Policy.

You will further note that our T&Cs allow us to reserve the right to void in full any wager if you, or any person or persons associated with you directly or indirectly influence the outcome of an event, to obtain an unlawful advantage (in accordance with clause 22.1.2).

Clause 4.5.1 of our T&Cs states that "multiple Player accounts are not allowed, and will lead to the termination of such accounts".

We have determined that your actions fall within this scope.

As you have engaged in fraudulent activities and breached our T&Cs, we are exercising our right to permanently block your account and confiscate your withdrawals and balance.

If you have any questions, please let us know and we will endeavour to answer as soon as we can."

I am a customer since september 2023. I don't know what to say They not talking with me anymore. Can guru help me?

Dear Caffiene10,

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

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

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of the reload bonus? 

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

1. No not at all.
2. Yes i have passed the kyc verifcation.
3. Yes

Thanks for your reply.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 

I played pragmatic slots that is my favourite!

Never broke any rule

Thank you very much, Caffiene10, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Caffiene10,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know I'm already in contact with the casino to shed more light on this matter, and hopefully, we will be able to find a solution.

Dear Rocketpot Casino,

I'm awaiting further information from you to get a better understanding of the whole situation.

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.

Dear Michal

Thank you for reaching out to us. I want to sincerely apologize for the delay in our response and for any inconvenience this might have caused.

As part of our commitment to service excellence and transparency, we are reaching out to ensure that all past concerns are addressed promptly and effectively.

After review of the account, all the information and supporting evidence with regards to this complaint has been forwarded to you.

Thank you for your messages with information and the provided evidence, Rocketpot Team.

Dear Caffiene10,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts created quite close one after another linked with the same or very similar IP, the same user agent, have played the same or very similar games from the same game provider, place same bets, and deposited the same amount via the same payment method. Casinos have a very strict policy regarding multiple account cases that have been used in this way. I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly, and the casino team's actions were according to its established rules.

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, and we will try our best to help.

Best regards,

Michal

Casino Guru