Rocketpot Casino - Player's withdrawal denied due to failed KYC.

Rocketpot.io is denying to payout my max win (~1600$).

After regularly playing on their site and being able to deposit and withdraw I finally hit max win " (bet size 0.20 game wanted dead 12500x my winning 2500 )

I requested a withdrawal and for the first couple of days nothing moved. So I contacted support, to ask what is going on.

They requested KYC, fair enough. I provided them with the needed documents.

After 5 days I was told on live chat that your KYC is complete and you can take your withdrawal

But I didn't get my withdrawal so I again contact support then they told me some problem is coming from coinspad side everything is fine from your side can you get soon which i have also attached the screenshot

But after a few days these people closed my account and I was asked to do KYC again so i send all documents again.

But this time I was told that your address is not verified.But they didn't accept my invoice which was signed by local authority which had my address proof so I sent permanent address on National ID card they didn't accept that also

But a friend of mine who used to play at the same casino was verified by them on the basis of the same documents, which I also have a proof.

Then people told me the reason for KYC failure is that India has legal 21 plus that's why your KYC failed

And I got a reply on email that your KYC has been failed

Now support is not forwarding my request to talk to the management and is starting to ignore me.

please get me justice

Dear Matriarch73QG41,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes petronela yes they rejected my address prof and And later people told me that the legal age here india is 21 which is not fair.

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

2. Player Eligibility for using Rocketpot

2.1.1. You are at least 18 years old and have reached the minimum legal age required in the jurisdiction where You are residing for online gaming

Furthermore, during my attempt to create an account, I encountered a notification stating that players must be 18 years old or above.

There was no mention of a minimum age requirement of 21. Have you had any correspondence with the casino indicating that the legal age for account registration is 21? If so, kindly forward any relevant emails to petronela.k@casino.guru. Thank you in advance.

No they didn't give me any documents

I sent some more information in eamil

Certainly, as per widely available sources, the legal gambling age for Indian citizens is indeed 21.

I'm sorry, but if you are under 21, I'm afraid we won't be able to assist you. Could you please advise if you received your deposit already?

Thank you very much, I don't know whether I got justice from you or someone else, but I was refunded by the rocket pot today.

I'm very happy with the rocket pot now you can close the case .

once again thank you very much❤️ .

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Matriarch73QG41, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru