Rocketpot Casino - Igrač je uspio otvoriti račun iz zabranjene zemlje.

Hi I have played at this casino for a good number of months never had a issue always paid out winnings tbh I thought they were quite a good casino that allowed the use of a vpn.

I received an email for 100 free spins with a $25 deposit which I took (my actual deposit was $33)......won a decent amount which took my balance to about 120 which I withdraw.

I checked the account later to find it had been closed then I received an email citing uk as a restricted country and only my last deposit would be returned.

Tbh I don't have much hope of receiving my winnings but for me as it didn't say the free spins had any wager on them and to claim uk as a restricted location yet after playing for a number of months seems an unfair reason to close account and remove winnings.

I notice that another player also has roughly the same problem but with a much higher withdrawal.

Dear ozzy3819,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):

"Player Eligibility for using Rocketpoot

...

2.1.11. You are NOT a resident of a restricted jurisdiction such as : Australia, the United States and its territories, the United Kingdom, Aruba, Bonaire, Belize, Curaçao, Netherlands, France, Saba, St Martin, or the Dutch West Indies."

"3. Restricted Countries and their Territories Policy

3.1. You may not use Rocketpot if you are a resident of The United States and its territories, United Kingdom, Australia, Spain, Cyprus Ukraine, Aruba, Bonaire, Belize, Saba, St Martin, Netherlands, France, Dutch West Indies, Curacao or other countries in which laws and regulations forbid online gambling."

I have tried to access the casino website using UK IP address. It shows a notification that the jurisdiction is restricted:

However, could you please forward any supporting evidence that you have deposited funds into your casino account previously. Ideally, any communication between you and the casino that VPN usage has been advised or permitted (even though it is not forbidden by T&Cs explicitly). Have you withdrawn any winnings from this casino in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi thanks for the reply. Tbh I don't really have any proof of conversations between them saying it's OK for vpn as until recently I didn't have an issue with the casino so I haven't kept any conversation screenshot.

As I mentioned until this last issue I've not had a problem with the casino.

I have made multiple deposits and withdrawals before but as I now have no access to the account I don't think I'll be able to find out specific details.

Many thanks

Thank you, ozzy3819, for your reply. We accept the situation when the casino allows players from restricted countries to open an account and play as long as they don’t use this as an opportunity to cancel player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. It seems to be exactly your case.

Therefore, I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ozzy3819,

I have reviewed your case and will contact the casino to see if I can help. Before I do so, can I just ask if the casino has ever requested that you verify your account or provide any documents for KYC purposes?

Hi I don't think I've ever been asked for any kyc documents or if its ever been mentioned to me.

Many thanks

Thank you ozzy3819.

We would like to invite Rocketpot Casino to join the conversation and participate in the resolution of this complaint.

We would like to ask Rocketpot 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear ozzy3819,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from them.

I would like to again highlight our view that if a casino lets you register, deposit, and play from a restricted country they should also pay out your winnings.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know if I can assist you with this or how they replied. My e-mail address is adam.m@casino.guru.

I wish I could be of more help.

Best regards,

Adam

This complaint has been reopened at the request of the casino.

Dear Rocketpot Casino,

The player states that they have had no problem depositing or making withdrawals in the past, can you explain how they have been able to do so from a restricted country?

Kind regards,

Adam

Hello Casino Guru,

We detected that account Ozzy48 was in violation of our terms & conditions, notably, point 3.1 - stating that players from the United Kingdom of Great Britain and Northern Ireland may not use Rocketpot.io. Prior to the KYC the player could use the site unrestricted.

As a result of our investigation, the user was informed via e-mail that the last deposit on the account was transferred back to them and their account was closed permanently.

Best regards,

The Rocketpot.io Team

Hello Rocketpot Casino,

Can you please explain if players are allowed to use VPN, and if there are any measures in place to prevent players from restricted countries registering an account?

Kind regards,

Adam

Hi Adam,

Hope all is well. Please be informed that it's the responsibility of the player to make sure whether or not they are breaching our the restricted countries policy.

Please find our terms and conditions below.

https://rocketpot.io/terms/

2.1.11.1. If you breach the restricted countries policy set out by clause 3 the casino can not guarantee the successful withdrawal of your deposit or any winnings.

4.1. In order to place any wagers on Rocketpot, you must confirm your eligibility and register to open an account.

As soon as we detected the player is based in UK, we closed the account and returned his last deposit amount worth around 119 USD. While we apologise for the inconvenience caused, it's not possible from our side to detect immediately if the player is using a VPN.

Best regards,

Rocketpot.io Team

Dear  ozzy3819,

Can you please confirm if you have used a VPN to be able to register at the casino?

Kind regards,

Adam

Hi yes I used a vpn to register this was after a review of the website I found that said using a vpn was OK

Dear ozzy3819,

While we believe it would be an improvement for the casino to require players to provide more information (such as address, and country) when registering, it is clear that there are measures in place to prevent players from restricted countries from accessing the site via IP detection. If the casino had allowed you to register from a UK IP address, play, and then blocked your account when you requested a withdrawal, we would be on your side. Sadly in this case you have circumvented the IP block by using a VPN, and by doing so directly breached the casino's rules regarding restricted countries.

I appreciate that you read in a review that the casino allowed the use of a VPN, but unless the casino directly told you that you could use a VPN to bypass the country restrictions I am afraid there is nothing we can do to assist you. Consequently, this complaint will be rejected.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam