Rocketpot Casino - El retiro del jugador está retrasado y su cuenta es inaccesible.

I made a deposit at Rocketpot Casino on 10/15 and won, but the money has not been withdrawn until today.

I tried to log in to the site but couldn't, and I've also tried to contact them by email, but I haven't received any response from the casino.

If the casino had contacted me I would be able to talk to them, but I haven't received any so I would like Casino Guru to intervene and somehow get my winnings back.

The amount is large and I would like to receive it no matter what, so please help me.

Rocketpotcasinoにて10/15に入金をし、勝利したのですが、今日まで出金されません。

サイトにログインしようとしてもログインできず、またメールで問い合わせもしているのですが、カジノからの連絡は全く返事がありません。

カジノからの連絡があれば話もできるのですが、全くないのでカジノグル様に間に入っていただき、なんとか勝利金を返していだきたいです。

額も大きくなんとしても受け取りたいのでお願いします。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the blocking of your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Dear Satookibi199,

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.

Can you tell us how long you had been playing at the casino and when exactly your account was blocked?

→I received a bonus and played at the casino, so I haven't played for a long time.

I played on 10/15 and since then I have not received any messages about being blocked or anything, but I am unable to log in to my account at all.

How did you find out your account was blocked?

→This is because I can't log into my account at all.

Also, inquiries by email are not returned.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

Did you achieve your current balance thanks to the bonus?

→I saved it by playing the slot crash game.

Thanks to the bonus.

Could you please share your conversation with the casino regarding your account being blocked? Please send an email or chat transcript to the email address below. tomas@casino.guru , or post a screenshot here

→There was no response from the casino, so no exchange was recorded.

カジノでどのくらいの期間プレイしていたか、またアカウントがブロックされた正確な時期を教えていただけますか?

→カジノではボーナスを受け取りプレイしたので長い期間はプレイしていません。

10/15にプレイしてその後、ブロック等のメッセージはないもののアカウントにログインが全くできません。

アカウントがブロックされたことをどうやって知りましたか?

→アカウントにログインしようとしても全くできないためです。

また問い合わせのメール等も返ってきません。

カジノの現在の残高を貯めるために、どのようなゲームをプレイしましたか？（スロット、ライブゲーム、スポーツ賭博）

現在の残高はボーナスのおかげで達成できましたか?

→スロットのクラッシュゲームで貯めました。

ボーナスのおかげです。

アカウントのブロックに関して、カジノとのやり取りを共有していただけますか？メールまたはチャットの記録を以下のメールアドレスまでお送りください。 tomas@casino.guru 、またはスクリーンショットをここに投稿してください

→カジノから全く返事がないのでやり取りは残されていません。

Thanks for your reply.

Could you please share any evidence of the incident?

For example: The screenshot of your balance or win before your account was blocked, and a screenshot of the error message you received when attempting to log in

If the casino responded to your messages, include those as well.

Share the evidence with me at tomas@casino.guru

Dear Satookibi199,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Satookibi199. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Satookibi199,

Could you please share any evidence of the incident?

For example: The screenshot of your balance or win before your account was blocked, and a screenshot of the error message you received when attempting to log in

If the casino responded to your messages, include those as well.

Share the evidence with me at tomas@casino.guru

Looking forward to your reply

Dear Satookibi199,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Tomas

Casino.Guru