Rocketbet Casino - Račun igrača je zatvoren, a sredstva konfiskovana.

Hello,

I would like to submit a complaint regarding Rocketbet Casino.

My account was suddenly permanently closed and my balance and winnings were confiscated after the casino accused me of "bonus abuse," "spoofing tools," "automation methods," "manipulation software," and "coordinated gameplay patterns."

However, the casino did not provide any actual evidence to support these very serious allegations.

The message I received only contained broad and generalized accusations without:

any specific examples,

timestamps,

linked accounts,

gameplay records,

technical evidence,

or a clear explanation of what exact Terms and Conditions were allegedly violated.

After receiving their decision, I contacted the casino and requested detailed clarification regarding:

the exact nature of the alleged violations,

the specific promotions involved,

the supposed linked accounts,

and the evidence used to reach this conclusion.

Unfortunately, I have not received any response.

I strongly dispute these allegations and believe that permanently confiscating funds based solely on vague internal claims, without transparent evidence or meaningful explanation, is unfair.

I would appreciate Casino Guru’s assistance in obtaining a proper explanation and reviewing whether the casino’s actions were justified.

Thank you.

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.

Dear yuma7rin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the situation.

• 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?
• Did you pass the verification before you lost access to the account?
• Could you please advise how long you were a player at the casino and when exactly your account was blocked?

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

Best regards,

Jean

Dear Jean,

Thank you for your response.

I played the casino’s original crash game as well as slot games.

I accumulated my balance using the second deposit welcome bonus.

There was no available page or instruction to complete verification (KYC), so I was not able to undergo the verification process.

I registered my account on May 8, 2026, and my total playing period was approximately two days. I received the notification about the confiscation of my winnings on May 9, 2026 at 17:55 (Japan time).

Given that no verification process was made available to me, I find it concerning that my account was closed and funds confiscated without any prior request for verification.

Please let me know if you need any further information.

Best regards,

yuma7rin

Thank you for your clarification.

Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here.

Dear Jean,

Thank you for your message.

I have forwarded the initial confiscation notification email from the casino, as well as the follow-up inquiry email that I sent in response (based on the content previously provided here), to your email address.

As of now, I have not received any response from the casino regarding this inquiry.

Please let me know if you require any additional information.

Best regards,

yuma7rin

Dear yuma7rin

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, Kubo, (jakub.m@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,

Jean

Hello yuma7rin,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo 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 Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear yuma7rin,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Rocketbet Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

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 yuma7rin,

I would like to inform you that I have been contacted by a casino representative via email, who provided additional information regarding your case.

The information is currently under review, and I will contact you as soon as there are any updates in the process.

Thank you for your patience and understanding.

Dear yuma7rin,

I would like to inform you about the discussion with the casino representative.

Unfortunately, the information provided by the casino was deemed insufficient to justify the actions taken. The casino has merely claimed the development of abusive betting strategies without providing proper or sufficient explanations or supporting evidence. In our view, the casino’s current position, approach, and justification clearly contradict Casino Guru’s Fair Gambling Codex.

Therefore, since the casino representative has explicitly stated that their decision is final and not subject to further discussion, I must unfortunately close the complaint as unresolved.

Without the casino’s cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for. However, the decrease in the casino’s rating due to unresolved complaints may encourage them to reconsider their approach.

Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Thank you for your understanding.

Best regards,

Kubo