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

Hey!

It's about BTC, but did not find that option. Hope it goes well anyway.

210515 I deposited 0.009 btc without bonus. I turned over the deposit 3 times, which is their requirement. Then the problems began. So for almost 2 months I have been trying to get my money out.

First they force me to turn over old deposits I lost, it became a hell of a lot I would suddenly turn over. But I started and have now played a lot. But it is still not possible to withdraw and they do not even want to answer how much more I should turn over. The weeks go by and I hear from them but they refuse to solve the problem. It smells as much fraud as it can get.

Would of course be extremely grateful if you could help.

Sincerely

/ 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

Hi thanks!

Yes, the account is verified and I have been able to make withdrawals before.

Yes, I can not withdraw because I have not traded old deposits that I have already lost I have not even taken any bonus. I will turn over a lot without a bonus. And not only that. I do not even get to know how much I have left to sell anymore. (sell according to their made-up rules) I have played and traded and played and traded.

It's probably related to my account, I'm pretty sure.

I'm sending you some conversations I had with the casino. However, I do not seem to have had the latest conversations sent to me. Maybe there is a reason ....

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!

wow, how bad I feel about them there. How bad can you behave? No conscience at all?

I would turn over 41,000 usd dollars more, they said. (on a deposit of what was it..hmm about 300 usd and no bonus) is so sick that it does not exist.

In any case, I played now, when I could not wait ... 9000 usd more. I have proof. Pretty easy to count. Then they say I should turn over 38,000 USD more. Fy fan.

Is it really possible to do something about a scam casino like this?

By the way, from the beginning, I would wager $ 81198 on a deposit of 300.

BECAUSE I WILL TRANSFER OLD DEPOSITS

Want them to appear all over the internet what a scam casino it is! Hate them!

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.

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 Putriken,

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 $500. This has been calculated from your deposits/withdrawals.

We look forward to hearing from you.

Dear Putriken,

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.

Dear Putriken,

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

We’ve reopened this complaint at the request of Putriken. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion

Dear Putriken,

As stated in my previous email, the casino team has recredited your Rocketpot account with $500 as a settlement for your complaint. Please confirm that you have received the funds and let us know if this offer resolves the issue satisfactorily.

Hello Hello.

Thanks.

No, unfortunately I have not received the money.

Oh! Found the money now. Had to activate these. So hopefully I'll get them now. I have initiated a withdrawal.

Wonderful, if I now get them.

Thousand thanks.

Your withdrawal has been approved! Hopefully we can see this case to be resolved now.

Yep! The money has arrived. Case closed.

Thanks so much Casino Guru for all the help.

Dear Putriken,

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