Complaint #8
Rocketpot Casino
Ignored exclusion request and continued sending bonuses
4 years ago
Due to gambling addiction, I requested self exclusion from Rocketpot. I looked at their terms & conditions page, which directs players to email self exclusion requests to support@rocketpot.io. My request said:
“hi I have gambling addiction, please BLOCK MY IP ADDRESS PERMANENTLY. thanks.”
Rocketpot ignored my request, but continued to send me cash airdrop offers to the same email address. I was unable to resist the temptation, and wound up logging on to claim my bonus. When I logged on, the support chat agent offered me another bonus. I could not stop, and deposited $1,053 which I could not afford to lose. I lost it all. This has put me in a bad position financially.
I contacted Rocketpot again (live chat this time) requesting self exclusion and a refund of the losses I suffered from after my first exclusion request. They said they “didn’t receive the first email,” which is hard to believe since I am a VIP and have corresponded with them via email in the past.
My email address is on their VIP list; this is the email I always use for Rocketpot, they send me cash bonus offers to this email (before and after I requested exclusion). I sent the refund request again via email, mentioning that I would submit an AskGamblers complaint if it was not honored. This email was answered within 5 minutes! Their claim that my exclusion request was the one email to them that mysteriously got lost is simply not credible.
I have tried to resolve this with Rocketpot. They first apologized and told me that my claim has been sent to the “responsible team.” I have received no updates since then, and now my emails are being ignored.
I don’t think Rocketpot was intentionally predatory to me. However by failing to honor my request and continuing to send bonuses, their actions had the effect of exploiting my addiction which I had already alerted them to. I followed their instructions for exclusion and it was not respected. I need them to do the right thing and refund my loss.
“hi I have gambling addiction, please BLOCK MY IP ADDRESS PERMANENTLY. thanks.”
Rocketpot ignored my request, but continued to send me cash airdrop offers to the same email address. I was unable to resist the temptation, and wound up logging on to claim my bonus. When I logged on, the support chat agent offered me another bonus. I could not stop, and deposited $1,053 which I could not afford to lose. I lost it all. This has put me in a bad position financially.
I contacted Rocketpot again (live chat this time) requesting self exclusion and a refund of the losses I suffered from after my first exclusion request. They said they “didn’t receive the first email,” which is hard to believe since I am a VIP and have corresponded with them via email in the past.
My email address is on their VIP list; this is the email I always use for Rocketpot, they send me cash bonus offers to this email (before and after I requested exclusion). I sent the refund request again via email, mentioning that I would submit an AskGamblers complaint if it was not honored. This email was answered within 5 minutes! Their claim that my exclusion request was the one email to them that mysteriously got lost is simply not credible.
I have tried to resolve this with Rocketpot. They first apologized and told me that my claim has been sent to the “responsible team.” I have received no updates since then, and now my emails are being ignored.
I don’t think Rocketpot was intentionally predatory to me. However by failing to honor my request and continuing to send bonuses, their actions had the effect of exploiting my addiction which I had already alerted them to. I followed their instructions for exclusion and it was not respected. I need them to do the right thing and refund my loss.
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