Rocketpot Casino - Player’s active balance has disappeared.

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.

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

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?

It was canceled and all the money was taken away

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.

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?

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.

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

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.

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.