Rocketpot Casino - Dobici igrača kasne zbog problema sa nalogom.

IMPORTANT: I reside in Saudi Arabia. Saudi Arabia is not available in Casino Guru’s country selection, so the country shown in this form is not my actual country of residence.

deposited 201 USDT at Rocketpot on January 8, 2025. My deposit was accepted and confirmed by the casino, and I was allowed to play normally.

After playing, my balance reached 5,558.02489546 USDT. I requested a withdrawal on January 19, 2025, but Rocketpot cancelled the withdrawal and refused to pay my winnings because I am a resident of Saudi Arabia.

My complaint is that Rocketpot accepted my account, accepted my deposit, and allowed me to play, but then relied on my country of residence to refuse payment only when I attempted to withdraw my winnings.

I also have evidence from Rocketpot’s website showing Saudi Arabia (+966) as an available country code in its phone verification system. This means the website currently provides Saudi users with an option to enter and verify a Saudi phone number.

I respectfully ask Casino Guru to investigate this case and help me recover my balance of 5,558.02489546 USDT.

I can provide screenshots showing my confirmed 201 USDT deposit dated January 8, 2025, my cancelled withdrawal of 5,558.02489546 USDT dated January 19, 2025, the Saudi Arabia (+966) option on Rocketpot’s verification page, and my previous communications with the casino.

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Dear Fahadsv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Please allow me a few questions so I better understand the situation.

• When did you register and when was your account blocked?
• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• What country did you specify in your player profile when registering your account?
• Where is your permanent place of residence?

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

Karla M.

Dear Karla,

Thank you for your response and for looking into my complaint.

To answer your questions:

My permanent place of residence is Saudi Arabia, and I selected Saudi Arabia as my country in my player profile when I registered. I did not provide false information about my country of residence.

I did use a VPN while accessing the casino website.

I do not remember the exact date on which I registered. However, my transaction history shows a confirmed deposit on January 8, 2025.

My withdrawal history shows that a withdrawal of 5,558.02489546 USDT was canceled on January 19, 2025.

I would also like to emphasize that Rocketpot accepted my registration, accepted my deposits, and allowed me to play despite Saudi Arabia being stated as my country in my profile. The issue arose when I attempted to withdraw my winnings.

I have screenshots from my Rocketpot account showing the deposit and withdrawal history, including the canceled withdrawal, and I can provide them as supporting evidence.

Please let me know if you need any additional information or evidence from me.

Kind regards,

Fahad

would also like to add an important detail that I forgot to mention in my original complaint.

I deposited $100, and the casino credited me with a $100 bonus, bringing my total starting balance to $200.

I then completed the required 35x wagering requirement in full before attempting to withdraw my winnings.

I wanted to add this information to make sure the details of my complaint are complete and accurate.

Dear Fahadsv,

Thank you very much for providing the additional information.

I would like to clarify two more points regarding your withdrawal:

• After your withdrawal of 5,558.02489546 USDT was cancelled on January 19, 2025, was the amount returned to your casino balance, and is it still visible in your account?
• Did you contact the casino regarding the cancelled withdrawal and the refusal to pay your winnings? If so, could you please provide any relevant communication with the casino, particularly where they explain that the withdrawal was cancelled or refused due to your country of residence?

You may attach the screenshots or communication directly to this complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Dear Karla,

Thank you for your response.

Regarding your questions:

After the withdrawal of 5,558.02489546 USDT was cancelled, the funds were never returned to my casino balance, and I did not receive a single dollar from the winnings.

I contacted the casino through their live support, which was not available 24/7. I tried to follow up with them several times, but initially I did not receive a proper response. Eventually, I was told that I was located in a restricted country.

I specifically asked them why they had allowed me to register, deposit, and play in the first place if my country was restricted, especially since Saudi Arabia was available as a selectable country on their website. After I raised this question, they stopped responding to me and did not return any of the funds.

I would also like to mention that I originally learned about this casino from a Saudi colleague who told me that he had previously played there and successfully withdrawn his winnings. This was one of the reasons I had no reason to believe that Saudi players were prohibited from using the casino.

I also attempted to contact the casino by email regarding the cancelled withdrawal and my winnings, but I received no response.

Unfortunately, because a significant amount of time has passed, I may not have all of the live-chat records available anymore. However, I will provide any screenshots or other evidence that I still have.

Thank you for your assistance.

Fahad

I would also like to add one important point:

My casino account is still active and accessible to this day. I can log in normally and access the games, and the account has not been blocked or closed. However, my balance is now zero after the casino removed the funds from my account.

I believe this is particularly relevant because the casino claimed that my country was restricted, yet my account remains active and I am still able to access and use the casino.

as the last photo my account is still active and I can play !!!

Dear Fahadsv,

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,Martin L., (martin.l@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,

Karla Mayfly

Dear Karla,

Thank you very much for your kind message and for all your help and support throughout this process. I truly appreciate your time and assistance.

I’ll wait for Martin’s update and hope for a positive resolution.

Wishing you all the best, and thank you again.

Kind regards,

Fahad

Hello Fahadsv,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread. Sadly, I also need to disclose, that there have been multiple complaints in the past, where the casino had decided not to intervene and cooperate in the mediation process. Nevertheless, if there happen to be any developments, please keep me informed.

Best regards

Martin

Hello Martin,

Thank you very much for your response and for taking care of my complaint. I really appreciate your help and your efforts to contact the casino.

I understand the situation, and I will keep you informed if there are any developments from their side.

Thanks again for your support.

Best regards,

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 Fahadsv,

Although my previous message indicated that the casino would receive an additional seven days to respond, I have since concluded that further waiting would unfortunately not change the situation.

Despite our attempts to contact the casino, we have been unable to obtain its cooperation. As Casino Guru is an independent mediator, we cannot compel the casino to respond or provide the records needed to investigate why your winnings were removed.

I am therefore sorry to confirm that I must close your complaint as unresolved. This does not mean that we accept the casino’s actions. The complaint will remain publicly visible and will negatively affect its rating.

I genuinely wish I could have done more to help you recover the funds. Should the casino decide to cooperate in the future, it can request that the complaint be reopened at any time.

Best regards,

Martin