Rocketpot Casino - Hráčovy výhry byly zabaveny a jeho účet byl uzavřen.

Unfortunately, my Rocketpot.io account was blocked after I tried to withdraw a higher amount.

Deposits and withdrawals of smaller amounts were not a problem.

The support asked for an ID document and an invoice to prove my identity (KYC).

After further inquiries I was informed that I was playing from a "restricted country". Germany is not included in the list of "restricted countries" on the website.

This casino was advertised as being able to play from Germany and it is also VPN friendly.

I feel cheated of my winnings.

In addition, all access to my account has been blocked with , so I can no longer view details or download game history.

How can I proceed here?

Kind regards

Keoni19

Leider wurde mein Konto bei Rocketpot.io gesperrt nachdem ich einen höheren Betrag auszahlen wollte.

Einzahlungen und Auszahlungen von kleineren Beträgen waren kein Problem.

Der Support verlange ein Ausweisdokumebt und eine Rechnung zum Beweis meiner Identität (KYC).

Nach weiterer Nachfrage wurde mit mitgeteilt das ich aus einem "restricted country" spiele. Deutschland ist nicht in der Liste der der "restricted countrys" auf der Website aufgelistet.

Dieses Casino wurde damit beworben dass man aus Deutschland spielen kann und es auch VPN freundlich ist.

Ich fühle mich um meinen Gewinn betrogen.

Außerdem wurde mit der gesamte Zugang zu meinem Konto gesperrt, so daß ich keine Details mehr einsehen oder Spielverläufe herunterladen kann.

Wie kann ich hier weiter vorgehen?

Mit freundlichen Grüßen

Keoni19

Dear Keoni19,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, 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, 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."

Germany is still not listed as a restricted country and there is no IP blocked when I try to access the casino website using a German VPN.

We will contact the casino and ask for their assistance, but, before we’ll do so could you please forward any relevant communication 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

Thank you Petronela,

I've sent you an email with a history and screenshots.

Kind regards

Keoni19

Vielen Dank Petronela,

Ich habe Ihnen eine Email mit einem Verlauf und Screenshots gesendet.

Mit freundlichen Grüßen

Keoni19

Thank you very much, Keoni19, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.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.  

Hi Keoni19,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Rocketpot Casino to the conversation to participate in the resolution of this complaint.

We would like to ask the 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 may negatively affect its rating.

Dear Keoni19,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they responded (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

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.

Hello Casino Guru,

We detected that account Keoni19 was in violation of accessing the site from, at the time, newly added restricted country. The change came from the regulators and thus after KYC, we could not allow any further activity on the site.

We understood that we could have reacted faster with updating the site.

As a result of our investigation, the user was informed via e-mail that their total deposits were returned and their account based on the updated terms and conditions was closed permanently.

Best regards,

The Rocketpot.io Team 

Dear Rocketpot Casino team,

Thank you for your response. If the player made their winnings before this change was announced, they should get paid the difference between the winnings made and the amount refunded since we don't find enforcing new rules retrospectively to be fair.

We would like to ask the 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 may negatively affect its rating.

Unfortunately, as the casino stopped responding, the complaint will become unresolved again.