Rocketpot Casino - La cuenta del jugador ha sido cerrada y las ganancias confiscadas.

On February 5, 2025, I made several deposits and easily met the minimum withdrawal requirement. My balance is entirely made up of real money. I carefully read the terms and conditions and I meet every requirement for a smooth withdrawal. I don't have multiple accounts, I'm not from a restricted country, I'm of legal age according to the site, and to top it off, the winnings I obtained were from Rocketpot's own games. However, it has been more than 11 DAYS since I requested the withdrawal and I have not received any response from support.

My account was simply banned (without any explanation).

I have screenshots of the transactions for both the deposits and the winning games along with their respective IDs, the withdrawal request, notifications, account balance, and wager made over 100 times the deposited amount.

They are making excuses by saying they are conducting a KYC process, during which they requested a series of documents that I provided immediately when asked (February 8).

Since that day, I have not been able to communicate with the casino.

They do not respond by any means.

I have not received a single cent of the 20,465 USD I won and I also do not have access to my account.

En el día 5 de febrero de 2025 he realizado una serie de depósitos y he conseguido alcanzar con creces el requisito mínimo de retirada. Tengo un saldo completamente compuesto por dinero real. He leído los términos y condiciones muy rigurosamente y cumplo todas y cada una de las condiciones para una retirada sin problemas. No tengo multicuentas, no soy de un país restringido, tengo la edad permitida según el sitio y, para colmo, las ganancias que obtuve fueron con juegos propios de Rocketpot. Sin embargo, han pasado más de 11 DÍAS desde que solicité el retiro y no he recibido ninguna respuesta de soporte.

Simplemente me han baneado la cuenta (sin darme ninguna razón).

Tengo capturas de pantalla de las transacciones tanto de los depósitos como de los juegos ganadores con sus respectivos IDs, de la solicitud de retiro, de las notificaciones, del saldo en la cuenta, del wagger realizado de más de 100 veces el monto depositado.

Ellos se excusan diciendo que están haciendo un proceso de KYC en el cual me pidieron una serie de documentos que presenté al instante en el que me fueron solicitados (8 de febrero).

Desde ese día no pude comunicarme más con el casino.

No contestan por ningún medio.

No recibí un solo centavo de los 20.465 USD que gané y tampoco tengo acceso a mi cuenta.

Hello JUANIPK,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rocketpot Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Hi nice to meet you,

The verification process has been underway since February 8, 2025.

Since the day I sent the documents by email to the address where they were requested, I have had no further response as to whether they were accepted or not.

The last time I spoke to the casino directly was in a live chat where they asked me for the same documents again (Photo of the ID document, selfie with it, and proof of address).

I provided them again just so they don't have the excuse that I didn't send them, but it doesn't make sense for them to ask me for the exact same documents I already sent, especially since they didn't respond to me about approval the first time I sent them.

Then on discord I could only talk to a mod (he doesn't really work for the casino).

He just banned me and everyone else who is complaining that we have withdrawal problems.

Greetings!

Hola mucho gusto,

El proceso de verificación está en proceso desde el día 8 de febrero de 2025.

Desde ese día que envié los documentos por mail a la dirección en la que me fueron solicitados no tuve más respuesta sobre si fueron o no aceptados.

La última vez que hablé con el casino directamente fue en un live chat donde me pidieron otra vez los mismos documentos (Foto del documento de identidad, selfie con el mismo, y un comprobante de domicilio).

Los proporcioné nuevamente solo para que no tengan la excusa de que no los envié, pero no tiene sentido que me pidan exactamente los mismos documentos que ya envié, sobre todo porque no me respondieron sobre la aprobación la primera vez que los envié.

Luego por discord solo pude hablar con un mod (no trabaja realmente para el casino).

El solo me baneó a mi y a todos los que nos estamos quejando de que tenemos problemas de retiros.

Saludos!

Hello JUANIPK,

Would it be possible to forward the communication between you and the casino related to the verification process?

Did you forward any documents to their e-mail support as well or live chat only?

Awaiting your response.

Regards,

Nick

Dear JUANIPK,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.