Rocketpot Casino Support and Complaints Thread

Hello,

My name is Sven, I will official represent Rocketpot Casino on LCB!

On Rocketpot Casino you can start playing more than 3000 games including the latest slot releases and live casino. The welcome package is 100% up to 1 BTC and we also give 10% cashback everyday. Players can deposit with cryptocurrencies as well as buy Bitcoin, Ethereum and Litecoin with a credit card directly on our site! Available in almost every country. Live chat support, live casino, a lot of software providers. Loyalty reward program: unlock instant crypto airdrops every time you level up.

Why should you try Rocketpot?

- 30 different cryptos. You name it, we have it. Crypto is the future. Ease of use and low transaction fees.

- 3000 games. Again. You name it, we have it. More and more games join Rocketpot on a daily basis.

- 50+ provider. We constantly work on connecting more and more provider of the best games on the market.

If you have any questions, comments, ideas, please let me know.

YOU DON`T WANT TO MISS THIS FLIGHT.

Sven

Welcome to our forum Sven.

Thanks for signing up. 

Hello Sven! 

Welcome to our forum! 

Hi Sven,

Welcome to the LCB forum, nice to have you here 

Hi Sven, welcome to LCB! 

Welcome to our forum Sven, glad to have you here 

Welcome on board Sven! Hope you'll have a great time with us and our members! 

Welcome to the LCB forum Sven! We're glad to have you here!  

Welcome to our forum Sven 

Welcome to our community, Sven! 

Hi Sven, 

Welcome to LCB 

Welcome to the best forum 

Hi Sven, Welcome to LCB :)

Welcome to the LCB forum, Sven! Thank you for being available to assist our members! 

Hi Swen,

Welcome! 

USA players excepted? 

A warm welcome to you 

US players are not allowed, unfortunately. 

Welcome to the Forum

I am a member at Rocketpot and must say I enjoy their site. Made 2 successful withdrawals and it was processed in 5 minutes to my BTC wallet. What  I like is how the crypto is convered to FIAT in the game itself so make all games available even though your balance is in Crypto.

The welcome bonus had a x100 wager on the 100% - Be aware of this, however everything else is awesome and on points.

No max bet limits during bonus wagering etc.

Hello, I'm having issues with rocketpot casino. I requested a withdrawal of 12.44mbtc last month but it was cancelled. I contacted live chat and was told that is because I played a game called Santa something that is not allowed. I asked why it was not allowed but did not get any explanation, I was just told to contact support. In the mean time I checked terms and conditions part where it says which games are not allowed to play, but none of the games in the list have a word Santa. So I thought live agent had mistaken something, especially because the withdrawal that was cancelled was added back to my account to play with. As I understand if I did anything wrong casino would put the withdrawal cancelled back to my account. I thought maybe I have some wagering left or something like that. So I kept playing a bit more. I lost some of my funds and then made a request for withdrawal of 7mbtc. However, this time very strange thing happened, the withdrawal was cancelled again but not added back to my account. Now I have left 1.19mbtc left on my account and do not know what I can do with it. The explained the situation by email to support and received an answer : "Your request was passed to our relevant department. Your account will be double-checked, thank you for your patience and cooperation!" I waited for several days but did not receive any update. I wrote another email asking if there were any news but still nothing, so now it has been already 10days as they replied and that is it, they are not communicating with me. My account is active, I can play the games, but when I make a withdrawal it is cancelled and money taken. It is the first time I have such a situation with a casino. The worst part is they are ignoring me and not explaining what is happening. I hope you can help me here. I have attached screenshots with the proof of what I wrote.

Thanks for bringing this to our attention, laurislatvis. 

We've checked casino T&C and there are no restricted games listed there. I guess you played with your deposit since they don't offer any bonuses except this exclusive one. 

Please private message me your casino username and we're going to notify the casino rep and see what's going on. 

Hi laurislatvis,

We received your account details and notified the casino rep. We'll keep you posted. 

Hello laurislatvis,

As we have already informed you, it is a bonus abuse. You have received a first deposit bonus and have collected bonus rounds in a certain game. After your bonus money was used up, you made a deposit without a bonus and collected the bonus rounds (without wager). This is strictly against our general terms and conditions.

I do not understand what kind of bonus abuse. I was playing, my funds bottomed up, I could not make a spin for that amount. So I deposited and kept playing. How is this bonus abuse?

Either way, you said as you have already informed me. But you sent me an email 11 days ago that this situation will be double checked, but after that you did not inform me of anything. Is it the way you do business? As I understand communication here is one of the most important things.

Furthermore, I do not agree I abused bonus because I did not. But I know when casinos are registered in Curacao there is nothing a customer can do. So explain me what is the status of my account then? Why it is still active and why I can keep depositing and playing. What does that mean? If I deposit money now and then withdraw will you cancel it? The other question is what happens with my remaining funds now? Why do you take my deposits and not return them in this case?

Hello,

This has nothing to do with a license in Curacao. you have deposited 2XX.XX USD and received a bonus of the same amount. As the first game you played "Take Santas Shop" for exactly 8 spins (with 10 spins there is a bonus in this game) with 3USD per spin. After that, you continued to play the same game, but only at much lower stakes, until the bonus was used up. You then deposited 5X.XX USD and played the remaining 2 rounds with 3 USD to trigger the bonus round. and won 2XX.XXUSD without wagering requirements with these 2 spins.

I still don't get what I did wrong.

Ok, now let's focus on my second part of the question you did not answer.

My account is active and I am allowed to play and deposit. What does that mean. What happens with my remaining account? What happens if I deposit and then make a withdrawal? Will you keep allowing me to deposit but you will not allow to withdraw???

Also why don't you pay me my deposit back and close the account if I did something against your terms?

Hello,

You know exactly what you have done and there is no point playing innocent here and portraying us as cheats if you have cheated yourself. The whole thing can be proven very easily with our back office, that was 100% no coincidence.

As requested by you, I will refund the second deposit of 58.17USD and I will permanently close your account.

Send me private your crypto wallet address.

I am a bit confused. If the player had bonus rounds but could not play them because he had no money how was he or she supposed to get the bonus spins with out a deposit?

He played "Take Santas Shop" every 10 Spins is bonus round with wilds. And he press 8 times with FDB for 3USD per spin, after he safe wilds for bonus round. Than play other games and after FDB was done, he redeposit and entered exactly the game he safe up the wilds with 3USD and won big and this money was without wager requirements.

I never thought about that and yes i see now . Thank you for the explanation. 

I won 19.25mbtc with Rocketpot casino and received an email asking for verification. I sent in the documents they asked and received an email back saying that my account has been verified and that I can request a withdrawal. That is what I did, however, I did not receive my withdrawal for a while so contacted live support. At first live support told me to wait for an email from rocketpot but I told them I had already received an email that my account has been verified. The live support checked info and told that everything was ok and I would receive my withdrawal by the end of the day. This did not happen and the next day when I tried to log in my account was closed. Now they are not replying to me.

Sorry to hear about your problem, ethan.

Please provide me with your casino username so we can notify the casino rep. 

My email is [email protected], username etanas

Hi ethan,

The casino rep will be notified. Keep you posted. 

Hello Ethan,

You abused the first deposit bonus. You safed spins with the initial 150% bonus from LCB and after your first deposit and first deposit bonus was lost, you made a small deposit and collected all the safed spins ("Spinfinity Man" & "Gold Fire 7s") and your winnings was wager free. This is clearly against our T&C

You have a list of prohibited games. There must be games that cannot be played with a bonus. If the game is acceptable for the bonus game, then you are deliberately making traps for the players. You must pay for these complaints. The gambler is not to blame, the casino is to blame. Remove games from the list of valid games and no problem. A wager 100 !!!! ????))) You are initially not conducting an honest policy.

Show the points of the rules that you blame these players for). I'm almost sure that using them, you can take funds from 100% of the players))) And let me remind you of the 100 wager))) this is practically the highest wager of all casinos) You initially do not want to pay anyone) this is my personal opinion

Hi ZaNoMi,

The casino rep will be notified. He'll provide more info about the restricted/allowed games. 

Hello, I have made deposits in the amount of 5.44 mBTC I won 14.07 mBTC. All the money has disappeared. My deposits of 5.44 mBTC and winnings of 8.63 mBTC.

I did not receive any notifications by email.
In the chat, they could not really explain anything.
24 hours for withdrawals have passed.

Hi Ilnavichen,

Could you please private message me your casino username, we'll notify the casino rep about your issue. 

Hi Ilnavichen,

We received your account details and notified the casino rep. Keep you posted. 

Hello, have you received a reply from this casino? 

We sent a reminder to the casino rep. Keep you posted. 

As you would expect) The representative has disappeared. They came up with rules that cannot be broken. The players were accused of stealing deposits. Common casino practice. The player is always to blame)))

Hi Ilnavichen,

This is what the casino rep says:

The player abused the bonus, saved spins with first 150% bonus, lost bonus and deposit 2nd time and collect wager-free money. 

Hi ZaNoMi,

Hope the casino rep will get back to you soon. He is informed. 

Is that his whole answer?))) Did you accept this answer? What games? Are they banned? What about their development?) Where are the arbitrary rules? Did the player get his deposits back? Are there any tricky bonus terms. Are they breaking their own rules? I'm allowed to register in the chat via VPN). After reading the topic, I decided not to carry a deposit. Why are players silent?))) You make deposits, they steal them and call you abuser) Any game that is not prohibited for playing for a bonus. This is a casino problem .. Not your stolen deposits.

Hi ZaNoMi,

This answer is regarding the other player's question. The casino rep will explain it to this player as well, I just passed his words. 

We are waiting for the full explanation. 

Hello Ilnavichen,

You abused the first deposit bonus. You safed spins with the initial 150% bonus from LCB and after your first deposit and first deposit bonus was lost, you made a small deposit and collected all the safed spins  ("Solar Queen") and your winnings was wager free. You did this for multuple bets (1,00USD, 1,20USD, 1,40USD, 1,60USD, 4,00USD, 6,00USD. Otherwise please explain how all this different bet level you stopped exactly after 9 clicks and only collected the 10th click after you deposited and you was playing with wager free money. This is bonus abuse and this is clearly against our T&C. 

Hello ZaNoMi,

not sure how you are involved in this cases. We offer player from LCB a 150% matching bonus and these bonuses comes with bonus terms. These player clearly abused the bonus and also in a way that it is 100% clear and they totally knew what they was doing. If there is a slot where you get an extra bonus after each 10 spin and a player stops on 6 different bet level of the same slot after exact 9 press and than leave the slot lose all wager money willingly. After that he deposit a 2nd much smaller deposit, just to have enough money to collect the 6x 10th click, because it is wager free money now. A casino software cant protect 100%, that's why every casino does these kind of checks in case of withdrawal, if everything complies with the rules and in these 2 cases it clearly was not the case.