Rocketpot Casino - Player’s winnings are stuck in bonus balance.

Hello, yesterday I deposited 2035 dollars on this site Rocketpot, with a 100% bonus activation on the deposit, thus I have a total of 2035 withdrawable balance and 2035 bonus balance.

I immediately won 4000 dollars at a casino after making a few bets. I continued to play and managed to increase my balance up to 16000 dollars. At this point, I had no interest in the 2035 dollars bonus (which requires x90 to withdraw). I wanted to make a withdrawal, but I noticed that my withdrawable balance was 0.00 and my bonus balance was 16000 dollars. However, that's not how it works. According to the bonus terms and conditions, real balance is used before bonus balance. Hence, I had managed to win the first 4000 dollars with real balance. Therefore, the winnings should be withdrawable. But they put everything into my bonus balance, so I don't have the possibility to make a withdrawal. I am forced to complete x90 (theoretically in this case they should just cancel my bonus balance of 2035, and let me withdraw the rest).

Hello zhaosheng,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rocketpot Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Unfortunately it is not how it works at all. You have no other option only to finish the wagering. Once you claim a bonus you play with a bonus until you finish the wagering requirements. If you would cancel the bonus, all your winnings would be confiscated.

Looking forward to your answer.

Regards,

Nick

Hi Nick thank you for intervening, this site has not asked me so far regarding the documents, this site is as you understood well, once you have deposited and activated the welcome bonus, you no longer have the possibility to withdraw back until you finish to complete x90, (I have never seen a site with these rules and it didn't even write about terms and conditions) I spoke to assistance a little while ago they gave you the only answer "you must complete x90 requirements"

Unfortunately I can't find where I can download my play history, I'll send you my balance screenshot

Hello zhaosheng,

As I stated above, you have 2 options - first is to finish the wagering or the second is to cancel the bonus but you will lose your winnings as well. It works like this in every single online casino and it is a completely fair rule.

Dear zhaosheng,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time. The complaint was closed as the player stopped responding.