The player from Belarus had experienced their funds vanishing from the account. The complaint had been closed as 'unresolved' because the casino had failed to respond. The player had reported that their withdrawal request was cancelled and all funds were removed from their account. Despite our team's efforts to facilitate communication between the player and Rocketpot Casino, the casino had not initially responded. Later, the casino reopened the complaint and promised to refund the player $255, calculated from their deposits and withdrawals. After further communication, the player confirmed receipt of the funds, which led to the complaint being marked as 'resolved'. The casino's cooperation in addressing the issue had been appreciated.
Rocketpot Casino - Player’s active balance has disappeared.
Amount: $255
Rocketpot Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.9
Rocketpot Casino has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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2 years ago
Hello, 20 Dec I have made deposits in the amount of 5.44 mBTC I won 14.07 mBTC. All the money has disappeared. My deposits of 5.44 mBTC and winnings of 8.63 mBTC.
I did not receive any notifications by email.
In the chat, they could not really explain anything.
24 hours for withdrawals have passed.
The email is not answered.
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2 years ago
Dear ilnavichen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward your game history along with any relevant communication to petronela.k@casino.guru?
Please confirm that you haven’t provided access to your account to anyone else. Lastly, could you please advise if the funds disappeared after you've requested a withdrawal or while you've been playing?
Looking forward to hearing from you. Thank you in advance for your understanding.
Best regards,
Petronela
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2 years ago
Do I understand correctly that the withdrawal which has been requested on 18/12/21 has not been received to your Bitcoin e-wallet yet?
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2 years ago
Thank you very much, ilnavichen, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello ilnavichen,
I have reviewed your case and will do my best to help you.
I would like to invite Rocketpot Casino to join the conversation and participate in resolving this complaint.
Can you please explain what has happened to the player's account balance/withdrawals?
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2 years ago
We would like to ask Rocketpot 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Dear ilnavichen,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without their cooperation.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I wish I could be of more help.
Best regards,
Adam
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7 months ago
We’ve reopened this complaint at the request of Rocketpot Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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7 months ago
Dear ilnavichen,
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. I understand that your original message was sent long time ago, and you deserved a much quicker acknowledgement of the issues you've faced.
Since your initial correspondence, Rocketpot Casino has undergone significant changes including new management. 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 reviewing your account, we will refund the amount of $255. This has been calculated from your deposits/withdrawals.
We look forward to hearing from you.
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7 months ago
Dear ilnavichen,
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.
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7 months ago
Dear ilnavichen,
I understand that a considerable amount of time has passed since you filed your complaint. Despite multiple attempts to reach you, I have not received any response. Regrettably, I must close this complaint as rejected. I would like to thank the casino team for their cooperation and willingness to address all past concerns.
Please feel free to reach out if you encounter any issues with this or any other casino in the future, and we will do our utmost to assist you.
Best regards,
Michal
Casino Guru
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4 months ago
We’ve reopened this complaint at the request of ilnavichen. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
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4 months ago
Dear Rocketpot Casino,
Can you please extend your previous offer to the player as a resolution of this complaint?
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4 months ago
We are happy to honour the amount offered in the original message below.
Dear ilnavichen,
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. I understand that your original message was sent long time ago, and you deserved a much quicker acknowledgement of the issues you've faced.
Since your initial correspondence, Rocketpot Casino has undergone significant changes including new management. 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 reviewing your account, we will refund the amount of $255. This has been calculated from your deposits/withdrawals.
We look forward to hearing from you.
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4 months ago
Translation
Hello, this is amazing and only inspires respect and trust in the new management of the casino.
Please tell me what I need to do now?
Automatic translation:
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4 months ago
Dear Rocketpot Casino,
Thank you for your fair approach.
Dear ilnavichen,
Please provide us with your latest crypto wallet address where the casino team can send you the funds.
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4 months ago
The amount has now been refunded and we deem this case closed. Thank you for both your cooperation in this matter!
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4 months ago
Dear ilnavichen,
I'm glad to hear that you successfully received the agreed-upon funds and that we have achieved a mutually satisfactory resolution. We consider this complaint to be successfully resolved, and we will now mark it as "resolved" in our system. I would like to express gratitude to both parties for their cooperation.
Please feel free to reach out to us if you encounter any issues with this or any other casino in the future. We are here to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
