Rocketpot Casino - Player’s winnings have been voided.

Rocketpot allowed me to deposit over $3500 and when I went to withdraw they said they have confiscated my winnings and can send me back my last deposit of $104. The company is a scam do not use Rocketpot. If there is anyway I can receive my winnings I might think differently

Dear Max,

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. Have you been given any explanation from the casino which exact rule has been breached and why your winnings have been confiscated? If there’s any relevant communication, please forward it to petronela.k@casino.guru. Finally, could you advise if you have accumulated your winnings with or without an active bonus?

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi,

Thank you for looking into this I really appreciate it.

I have sent as much evidence I have there is one more email thread that just shows me sending my passport to prove I’m over 18.

No bonus was used at any point on this site. It was all wager free winnings.

I have yet to have a real reason why they won’t pay out and keep getting ignored.

I have sent this information to multiple UK Rocketpot streamers who all say the same thing that this doesn’t look right and two have actually spoken to their contacts at the casino to get clarification why and there answer is due to data protection we can’t discuss.

Thank you,

Max

Thank you very much, Max, for forwarding all the relevant communication. I understood that your account has been closed and the last deposit reimbursed due to country restriction.

"On Tue, 21 Dec 2021 at 19:24, Rocketpot Compliance <compliance@rocketpot.io> wrote:

Dear player,

We are sorry to inform you that due to our terms and conditions we cannot accept players from your jurisdiction and are forced to block your account permanently. 

You may request reimbursement of your last deposit in the support chat, the team will help you with the withdrawal.

Should you need any further information, please do not hesitate to contact us in this thread.

Best regards,

Rocketpot Compliance"

I have tried creating an account as a player from the United Kingdom but my access was restricted. Since there is no possibility to register an account from a restricted country (see the screenshot below), as the IP address is blocked automatically, could you please advise if you have used a VPN (Virtual Private Network) to alter your location when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. 

I have checked the terms and conditions as well, and this is what I found (here):

"3. 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, United Kingdom, Australia, Spain, Cyprus Ukraine, Aruba, Bonaire, Belize, Saba, St Martin, Netherlands, France, Dutch West Indies, Curacao or other countries in which laws and regulations forbid online gambling."

Could you please advise how much was your active balance when the account got blocked?

Yes I used a vpn as it’s advertised on trustybonus and many other platforms as VPN friendly, I sent you over a message via email from Rocketpot and the support chat saying yes you can play all of our games from VPN.

I understand the terms now although what is worrying and should be made known to people that they are advertising this company in England through individual bonus codes and UK based twich streamers to be vpn friendly and fast withdrawals. They even customise the bonus codes directly with each streamer knowing they are based in the Uk and attracting UK based players.

my active balance was $0

I had an active withdrawal for $5500 that was pending, since been confiscated.

regards,

max

Thank you, Max, for your reply. I have tried again to create an account from a different jurisdiction. The only required data was my email address and nickname.

Have you, at any point, submitted the United Kingdom as your country, completed any player's profile, or submitted documents for the KYC verification?

I had to submit my passport to withdraw, I never said where I was I could of been in Canada. I was simply following all the advertising as friendly casino and fast withdrawals.

Can they just confiscate winnings like that?

if so surely they would have to send me back the $3800 deposited. Instead they sent the last deposit of $104…

Thanks

Max

Thank you very much, Max, for providing all the necessary information. I will now transfer your complaint to my colleague Martin (martin.d@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.

Hi,

do you think I will get the funds? Will Martin be in touch?

Thanks

Max

Hello Max!

From now on I will take care of your complaint. In order to proceed, I'd like to invite representatives of Rocketpot Casino into this complaint to provide us with some more information on this topic so we can proceed towards a successful resolution of this case.

Hi,

Thanks for taking this on and perfect yes I would appreciate that. Maybe you can get them to shed some more light on the situation,

Regards,

max

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.

Hello,

We asked the customer to submit his KYC documents and it was determined that he was playing with us from the UK and not from Canada. As written in our terms and conditions, UK is a prohibited country.

Hi Rocketpot,

what I don’t understand is you use VPN friendly advertising among the long list of UK based twitch streamers who have personalised bonus codes for Rocketpot? I have spoken to some of them and they even have direct contacts within Rocketpot who pay them to promote the site all from the UK?

if I opened a twitch account and streamed Rocketpot would I get paid then?

Im sure it works well pay them to promote and then let everyone they successfully get to your site deposit until they eventually win then when they try withdrawal you "confiscate there winnings" as a member of your staff put it.

i have all the conversations with mentioned parties who even explain your paying them to do this?

Can you comment on this please?

Dear Rocketpot Casino,

It seems that access for United Kingdom players is not restricted on your website and we have found that registering an account from United Kingdom is possible without any problems. Another fact worth mentioning is that during the registration process you do not request your new players to state their country of residence and the registration can easily be done from any country.

With these facts being said, I'd like to project our position, which in this case and also generally speaking about situations like this is, that the player should receive his winnings he was able to win in Rocketpot Casino. We are aware that you may have mentioned his country of residence within the restricted countries in your terms and conditions, however we believe that it would be fair to also enforce this rule and the players which are not allowed to play in your casino should not be allowed to do so in any circumstances. You can read more on this topic in our Fair Gambling Codex.

I would like to highlight the fact, that all of the player was able only to lose in Rocketpot, as your decision does not include all of his deposits refunded, except the last one, which we consider to be unfair. We believe that fair solution would be to pay the player's winnings and close his account.

Thanks CasinoGuru for your stance, I feel the same I was lead to believe that this was a vpn friendly casino as that’s what there marketing streams suggest. I will in future make sure I read the very small print of Terms and Conditions. 100% happy for a full account closure and never to use this again once I get my withdrawal paid, I don’t understand the casino the amount of money they will have already lost in deposits and new customers from bad reviews and bad publicity surely outweighs paying people for there winnings and loosing multiple accounts.

What’s also comical is they, Confiscate withdrawal money, yet happy to keep sending promotions via email trying to get me to deposit on the account 10 free spins… double your deposit?? When apparently I’m not aloud to play on the site as my location, but depositing money into your back pockets is perfectly fine. This casino really can’t loose. 100% profit 100% of the time.

It’s a shame as it’s a good platform and had a lot going for it, I am more than happy to change my stance and delete any bad publicity if they do the right thing. Rocketpot can you advise on the situation?

Regards,

Max

Dear Max,

Unfortunately, it seems that the casino is not willing to reconsider any part of their decision. As our position on the matter and the casino's argumentation was already described in a fair amount of detail, it leaves us only to close this complaint as 'unresolved'.

The last thing I'd like to suggest you to consider, is to raise the complaint with the licensing authority of the casino. If you'd like to know more about the process, or need any help, please feel free to contact me via my email address: 'martin.d@casino.guru'.

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 Max

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 review your account, you are due a refund of $2300 based on your deposits - withdrawals.

Once we have refunded the amount, we will consider this case resolved.

Dear Max ,

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 Max ,

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 Max. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Thankyou Michal please let me know when are you going to send the funds? I have sent my bitcoin wallet address via email please can you respond.

Also Thankyou Rocketpot for changing your management, i do stand by the $5500 winnings and the withdrawal i requested. If $2300 is all i can recover so be it,

I have sent two BTC wallet address over via email to Micheal if you can send the full amount of $5500 I will happily give a five star review of the casino if not im happy to take the $2300 deposits back.

Please let me know when you are sending the funds.

Regards,

Max

Dear Max,

I have forwarded your BTC wallet addresses to the casino team and they should process the refund of your deposits soon.

Just so know, although our company stance as was presented by my colleague Martin still stands, however, we can't deny the fact that the United Kingdom was listed as a restricted country in the casino terms and conditions and the usage of VPN is not allowed as it's mentioned here:

The terms and conditions were established or last updated on "TOS v2.1 edited 20 April, 2021". By creating an account, you are required to acknowledge the terms and conditions by checking the box "I have read the terms and conditions". It is important to note that you should not create an account from a restricted country or use a VPN. Despite any information found on other platforms, you are bound by these terms and conditions.

I understand your perspective regarding the situation where you were invited by a UK based twitch streamer who provided personalized bonus codes for Rocketpot. It is indeed misleading and understandable that you assumed there wouldn't be any issues if you are a UK resident. It is unfortunate that the casino system could have been better set up to prevent you from joining and depositing money from a restricted jurisdiction. However, it is important to note that the written text in the terms and conditions holds precedence.

So with all this in mind, I believe the refund of your deposits of $2300 is a reasonable consensus to come to a satisfactory resolution of this complaint for both sides, and basically this is the best we can do for you.

Hi Michal,

Thankyou for your reply and helping me get this result. As soon at the BTC had landed I will update on this thread.

Regards,

Max

I have received the BTC from rocket pot and I am happy for the case to be closed,

Thankyou again,

regards

Max

Dear Max,

I'm glad to hear that you successfully received the agreed-upon funds and that we have achieved a mutually satisfactory resolution of your complaint. 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