Rocketpot Casino - Player’s struggling to withdraw his winnings.

Hej!

Det handlar om BTC, men hittade inte det alternativet. Hoppas det går bra ändå.

210515 satte jag in 0.009 btc utan bonus. Jag omsatte insättningen 3 gånger vilket är deras krav. Sen började problemen. Jag har alltså i snart 2 månader försökt få ut mina pengar.

Först tvingar de mig att omsätta gamla insättningar jag förlorat, det blev en jäkla mängd jag plötsligt skulle omsätta. Men jag satte igång och har nu spelat massvis. Men det går fortfarande inte att ta ut och de vill inte ens svara på hur mycket mer jag ska omsätta. Veckorna går och jag hör av mig men de vägrar lösa problemet. Det luktar så mycket bedrägeri det kan bli.

Vore förstås oerhört tacksam om ni kunde hjälpa.

mvh

/ Patrik L***

Dear Putriken,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

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

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hej, tack!

Ja, kontot är verfierat och jag har kunnat göra uttag förut.

Ja, jag får inte ta ut för att jag inte har omsatt gamla insättningar som jag redan har förlorat Jag har inte ens tagit någon bonus. Jag ska omsätta jättemycket utan bonus. Och inte nog med det. Jag får inte ens veta hur mycket jag har kvar att omsätta längre. ( omsätta enligt deras påhittade regler) Jag har spelat och omsatt och spelat och omsatt.

Det är nog relaterat till mitt konto är jag rätt säker på.

Jag skickar några konversationer som jag har haft med casinot till dig. De senaste konversationerna verkar jag dock inte ha fått skickade till mig. Kanske finns en anledning....

Thank you very much, Putriken, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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 Putriken!

I will take care of your complaint from now on. I would like to invite Rocketpot Casino's representatives into this complaint in order to provide us with an explanation of the events mentioned earlier.

Thank you very much!

usch, vad jag mår dåligt av dom där. Hur illa kan man bete sig? Inget samvete alls?

Jag skulle omsätta 41000 usd dollar mer sa dom. ( på en insättning på vad var det..hmm cirka 300 usd och utan bonus) är så sjukt så det finns inte.

I varje fall så spelade jag nu, då jag inte orkade vänta...9000 usd mer. Jag har bevis. Ganska lätt att räkna. Då säger dom att jag ska omsätta 38000 USD mer. Fy fan.

Går det att göra något åt ett sånt här scamcasino verkligen?

Från början skulle jag förresten omsätta $81198 på en insättning på 300.

FÖR ATT JAG SKA OMSÄTTA GAMLA INSÄTTNINGAR

Vill att de ska framgå över hela internet vilket scamcasino det är! Hatar dom!

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.

Hello Putriken!

According to the information provided by the casino, this issue should be already resolved, could you please confirm this information?

Yeah its resolved because i lost all the money. Terrible casino. But thank you very much for the help.

I would like to comment on this case on behalf of Rocketpot. There was really a problem with the wagering of old deposits, which we were able to solve and also have informed the player. It was even confirmed by email that in the future only the last deposit has to be wagered.

Unfortunately, I cannot understand the comment, "terrible casino". However, I have to mention here that the customer has already paid in 56 times in our casino and also paid out 26 times.

We had therefore offered you a free airdrop by email to make up for our mistake.

Oh, no. You really told me i have to wager all the old deposits. Long time you have told me that. You know exactly what you have done. It wasnt something wrong with the system.

Suddenly when i gave up and tried to wager that ridicoulus amount you wanted me to, that never would have been possible, and i of course lost my balance, you changed youre mind and told me i only have to wager new deposits.

This is really scam.

Totally on purpose, which can been revealed in the chathistory.

Hello Putriken!

I would like to ask you to forward all relevant communications regarding this matter to my email: 'martin.d@casino.guru'.

I think you can see all the chathistory yourself where you can see how many times ive been told to turn over all the old deposits as well, before a withdrawal can be maid. You made that totally clear that that was your rules at the casino.

I understand your concern and there was an issue with the wrong wager. As you still had remaining money on your account from previous deposits and did new deposit, the system got mixed up. As I told you it was an technical issue and it was fixed and you got notified via email. So calling us scammer, is a bit cheeky, after you deposited 56 time into our system and also did 26 withdrawals without any issue.

What I can offer from my side, is a free airdrop, you can contact me via email: sven@rocketpot.io. So that we end the case in a positive way for both sides.

Its not an tecnical issue when you tell me i have to wager all old deposits. You told me several times that I have to wager the old deposits even if ive lost them. This was told many times to me in chat.

How can that be a tecnical issue?

Your answer is really bad. How long time did i struggle with this? Was it one month? And when i lost my patiance and started wager the impossible wagerrequirement i lost it. And then, exactly then you say it was a tecnical issue.

Dear Rocketpot Casino representatives,

We would like to ask you to forward us game history of the player since the problem occurred and inform us about the date when the issue with wagering the old deposits was resolved.

You can do so by reaching me via email on: 'martin.d@casino.guru'.

Looking forward to hear from you.

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Dear representatives of Rocketpot Casino,

After gathering all the necessary information relevant to this case, we strongly believe that the player should be refunded in the amount which is stated as disputed value in this complaint, although we are aware that the player's currency in the game account is BTC.

Reason for our conclusion is that the problem with wagering old deposits was in no way the player's fault and also he was not able to influence the solution of the problem in any way. This led him to lose the balance when trying to comply with the rules which he was familiar with at the time before you managed to solve the issue. The nature of the problem which was described as 'technical issue' by you will not be questioned as we do not consider it as too important in the debate. The fact that the live chat agents pursued the player to wager extraordinary amounts of money to be able to withdraw his winnings did not help the situation at all, further creating confusion and tendency to lose the winnings.

Since you did not manage to respond within 2 time frames which were provided for you, either directly in the complaint's thread or via email communication between us, I am extending the timer for the last 7 days, failure to respond within this time frame will lead to closing the complaint as 'unresolved' which will have a negative impact on your rating.

Hello Putriken!

Due to the reasons stated above and since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.