Rocketpot Casino - Player’s winnings have been cancelled.

Hi I’ve been with this casino for 12 months deposited over £10,000 been paid also by the casino I hit big won 190k , next thing I get an email saying I’m not allowed to play this casino as I’m from uk been blocked no response from casino sent numerous emails and haven’t been offered any sort of payout whatsoever I don’t know where to go from here

Dear dannybarter1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that your account was successfully verified in the past and you received withdrawals previously from this casino? 

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

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there well I signed up 12 months ago I’ve been depositing and yes have made withdrawals fine , I wasn’t asked for any verification details until the big win which was a few days ago

Could you please clarify how much the disputed amount is, as the complaint was filed for £190 but from your comments I understood that it is actually £190,000. How much is the balance of your account now?

It’s 190 k

$190,000 , the casino have offered to pay my balance left over balance of $0.43 , it should be $190,000 but for some reason they haven’t put my pending withdrawals back to my balance as far as I’m concerned that’s theft !

I understand. I have tried to access the website using the UK VPN and I can confirm that the casino has now an IP block for players from the UK.

Afterwards, I checked the general terms and conditions, and this is what I found (here):

"Restricted Countries and their Territories Policy

3.1. You may not use Rocketpot if you are a resident of The United States and its territories, The United Kingdom, Australia, The United Arab Emirates, The Kingdom of Bahrain, The Republic of Cyprus, The Kingdom of Spain, The Republic of Moldova, The Sultanate of Oman, The Republic of Poland, The State of Qatar, The Kingdom of Saudi Arabia, Ukraine, The Republic of Yemen, Belarus, Côte D'ivoire, Cuba, Czech Republic, Iraq, Israel, Democratic People's Republic of Korea, Liberia, Lithuania, Malta, Netherlands, Netherlands Antilles, Slovakia, Sudan, Zimbabwe or other countries in which laws and regulations forbid online gambling."

Do I understand correctly that you received successful withdrawals from this casino in the past? Have you ever submitted any personal documents to verify your account? I didn't find any section inside my player's account to upload IDs for the KYC.

Looking forward to hearing from you.

PS: I have adjusted the disputed amount from £190 to £190,000

Yes I have received withdrawals, they have paid me 2k out of 190k they confiscated , they said it was a mistake giving me previous withdrawals, and no they only asked for KYC when I won big

Have you ever submitted any personal documents to verify your account? I didn't find any section inside my player's account to upload IDs for the KYC. Thank you.

Yes they asked for kyc documents when I tried to withdraw my big win , from other rocket pot users they say that rocket pot only ask for kyc when you withdraw big amounts

Thank you very much, dannybarter1, 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.  

Ok thanks

Hello dannybarter1,

I have reviewed your case and will contact the casino to see if I can help. In the meantime, could you please confirm the date that you registered your account?

We would like to invite RocketPot Casino to join the conversation and participate in the resolution of this complaint.

Dear RocketPot Casino,

Can you please clarify the situation regarding the player's withdrawal requests, as can be seen in the screenshots provided?

Kind regards,

Adam

Hi I joined the casino in January 2022 , I deposited around 70 times , they know full well uk users play as they allow VPN , they’ve tried paying me £2000 which I’m sorry is disgusting considering I’ve deposited over £6000 with them and I won £190,000

Hello dannybarter1,

Thank you for the additional information. We will allow the casino time to respond.

Kind regards,

Adam

Also Adam could we please ask them how they are able to pay me £2000 (which I never accepted that £2000 as settlement with them but as a payment towards what they owe ) but are unable to pay winnings or a full refund of my deposits, just doesn’t make sense to be honest thank you

Dear dannybarter1,

There has been no response from the casino, I will contact them once more.

We would like to ask RocketPot Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear dannybarter1,

I have since made contact with the casino via Skype, and the case is being discussed further. I will therefore allow more time and post an update shortly.

Kind regards,

Adam

Thank you Adam

Hello dannybarter1,

Thank you for the additional information.

I have been discussing the case with a casino representative via Skype as mentioned, and I have asked for more data regarding your previous withdrawals, mainly to determine how much has been withdrawn and why your details have not been questioned previously.

I will allow them the time to respond, otherwise, the complaint will be closed as 'unresolved'.

Kind regards,

Adam

Dear dannybarter1,

I have reviewed this case once more, and I need you to confirm one more detail for me as it is not currently clear. When you registered at the casino, did you use a VPN or did you register using a UK IP address?

Kind regards,

Adam

Hi Adam I used a VPN but was through a promotion link from a uk affiliate

Dear dannybarter1,

Are you able to share this link? From where exactly was this link obtained?

Kind regards,

Adam

https://ftgbonus.com/#

also the guy fully promotes rocket pot to uk audiences never tells them you can’t play from the uk , but looking on his links now he has changed his website putting in t&cs

Dear dannybarter1,

Having reviewed the additional information, I am afraid I must inform you that we can assist no further with this case.

It seems that the United Kingdom has been listed in the terms and conditions as a restricted country for some time before you registered at the casino.

If you had been allowed to register from the United Kingdom using a UK IP address, we would agree entirely that you should be entitled to your winnings. However, because you have used a VPN to register, you have deliberately circumvented the rules of the casino in order to create an account that you should not have, regardless of which link you have used.

I appreciate your frustration at this only being discovered at the point of verification, and we do agree that it would be better for casinos to implement these checks at the point of registration in order to avoid similar situations. However, this is not currently the industry standard, and we cannot penalize the casino for this.

Due to these reasons, and as the casino has acted in accordance with its terms and conditions in this case, there is nothing more we can hope to achieve and the complaint will now be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam