Rocketpot Casino - El jugador tiene un problema con los giros del casino.

Won a birthday 500 free spins on Rocketpot Bonanza and got airdropped 900$ to wager and suddenly an error appears that doesn't let me spin. Contacted support team but there is no response for a week now.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rocketpot Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried accessing the casino using a different device?
• Have you tried contacting the casino via support@rocketpot.io as well? With what result?
• When was the last time you were in contact with the casino regarding any issue?
• Have you made previous deposits and payouts in the casino?

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

Best regards,

Tomas

Please find my answers below:

Have you tried accessing the casino using a different device? "Yes"

Have you tried contacting the casino via support@rocketpot.io as well? With what result? "Yes"

When was the last time you were in contact with the casino regarding any issue? "That I got a response? February last year"

Have you made previous deposits and payouts in the casino? "Yes"

Thanks for your reply.

• Could you please share with me your communication with the casino via email or any other evidence to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thanks in advance for your reply.

Hi. Thanks for your effort. Email sent.

Hello Flash788c72,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Flash788c72,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Flash788c72,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Rocketpot Casino to join the conversation.

Dear Rocketpot Casino,

Could you please clarify why the player is unable to utilize the airdrop wagering feature? The player has reported that none of the games are functioning for them, which suggests there may be a system issue on your side.

As this problem has persisted for an extended period, it falls short of the level of timely and transparent issue resolution that both players and we expect from online casinos.

I kindly request your clarification on this matter, along with prompt and necessary action to resolve the issue.

Should there be any additional factors pertinent to this case that cannot be disclosed publicly, please do not hesitate to share them directly with me at michal.k@casino.guru

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 Flash788c72,

I have tried to contact the casino repeatedly but have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru