Complaint #44 Rocketpot Casino

Withholding of funds 50k plus

By Abdul A.

1 year ago

I have been using Rocketpot for around 4+ years and never had an issue.

I deposited around 8-10K and won 50K with no bonuses.

I tried to withdraw 10k and some small amounts. The small amounts came through and then my account was not accessible.

I contacted rocketpot on 09/01/2025 who stated they needed documentation for KYC i supplied the documents to them on that date and I have not heard anything back since.

I have been sending numerous emails daily to the support with no reply.

I have tried to contact them on their social channel but have received no reply.

The support says it gets back to customers within a few hours.

I have let my phone sit there with no answer for 3 days

Around 13 emails sent

3 social channels messaged

No response

Please could you take this further so rocketpot communicate and bring justice.

Kindest Regards

< full name removed >

Disputed Casino Rocketpot Casino

Reason Delayed payment

Amount $5204

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the casino's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Should the player face issues with any outstanding deposit requests, the player is welcome to contact our support and reopen the complaint.

We thank both parties for their assistance during the complaint process.

Rocketpot Casino

• Representative

1 year ago

Hello,

As mentioned in our previous post:

We are within our rights to also withhold your deposits, pursuant to clause 13 of our T&Cs. However, in this case, we have decided to refund your deposit of $5204.55.

Therefore we have decided to refund you as stated in the email we sent today:

From the 10th February 2025, bi-weekly, the amount of $1000 will be issued until the full amount of $5204 is refunded.

The dates below are when it shall be issued:

10th February 2025 - $1000
24th February 2025 - $1000
10th March 2025 - $1000
24th March 2025 - $1000
7th April 2025 - $1000
21st April 2025 -$204

These amounts shall be issued to the original deposit method.

AskGamblers

• Support Team

1 year ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

1 year ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Rocketpot Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Rocketpot Casino Complaint Stats

Resolved 9 / 15

Avg. Amount $8,308

Avg. Complaint Duration 3 days

Avg. Response Time 2 days

Rocketpot Casino Complaints

See all complaints for this casino

Withdrawals delayed 10 days

On March 21st, I tried withdrawing 10 LTC, it took a long time, so I tried again with another 10.57 LTC... both became stuck. When I click cancel, it says the withdrawal is already processed, but it is not processed. I waited until the next day and tried with a smaller amount, 7 LTC, and that got stuck as well.

Now I have 27.57 LTC stuck, the withdrawals have not happened, and I cannot cancel. I would like the withdrawals to be approved, but would settle for them being cancelled so I can try again.

I have tried emailing support and talking to live chat every day with no response

Unresolved

$1,473

I requested a $239 withdrawal on March 5

I requested a $239 withdrawal from rocketpot.io on March 5. I tried to contact their support and also sent emails. Today is March 10, and more than 72 hours have already passed, but I still have not received my payment.

They have not sent the payment and I have not received any reply from their support either.

Could you please tell me what I should do in this situation?

Resolved

$239

Pending withdrawal for over 3 days

I’ve tested withdrawals here many times, but the funds never arrive. I can’t get any response from official customer support, and I’ve sent emails for 5 days without any reply. So I’m hoping AskGamblers can help me resolve this issue."The amount involved is not significant, just a little over $50."I will close the complaint once the withdrawal is completed. Please process it as soon as possible. Thank you.

Unresolved

$50

Delayed payment of 75K Euro

Dear AskGamblers Team,

I hope this message finds you well.

I am reaching out to request your assistance with a serious issue. I created an account with the casino in question in September of last year and won approximately €100,000. My account was fully verified, and I submitted all the necessary documentation as requested. The casino even acknowledged my win in promotional emails, as shown in the attached screenshot. Additionally, I have included evidence of the monthly payments I received from them.

Subsequently, the casino informed me that withdrawals would be limited to €5,000 per month. I received payments for approximately five months, leaving a remaining balance of roughly €75,000 in my account.

In April, I logged into my account to request the next withdrawal and discovered that the funds were no longer available. It appears the casino has delisted USDT, which was the currency in which my balance was held. I immediately contacted their support team, who informed me that the matter would be escalated to the relevant department. However, it has now been nine days without any further communication.

This is an extremely serious matter, given the substantial amount of money involved, and the sudden lack of response from the casino is deeply concerning.

Thank you in advance for your support and assistance.

Unresolved

€75,000

Pending Withdrawal for Over 3 Days

Resolved

$200

I did not receive the withdrawal of 20500

I have recently made a series of deposits, and I have managed to reach the minimum withdrawal requirement by far. I have a balance completely made up of real money. I have read the terms and conditions very rigorously and meet every single condition for a smooth withdrawal. I have no multi-account, I am not from a restricted country, I am of the age allowed according to the site, and to top it off, the winnings I made were with Rocketpot's own games. However, it has been more than 72 hours since I requested the withdrawal and I have not received any response from support.
They simply banned my account (without giving me any reason).
I have screenshots of the transactions of both the deposits and the winning games with their respective IDs, of the withdrawal request, of the notifications, of the balance in the account, of the wagger made of more than 100 times the deposited amount.

Resolved

$2,000

5000 of withdraw not processed

I have been using rocketpot for a few weeks now. My first withdraw of $600 was process within a few hours. I am currently max rank in their rewards program and got notification that I have been added to their VIP program. I went to withdraw 5,000 a couple days ago and have not received it, I contacted support after a day of it pending and have not gotten a response.

Resolved

The casino takes time to pay out the winnings

I signed up to this casino because on askgambler it says that withdrawals are fast. But apparently this is absolutely not the case. I deposited 3,671 TRX in crypto and won 10,197 TRX. When I requested the withdrawal after a few days it was canceled and the money disappeared from the account. They wrote me an email that in order to process the withdrawal specific documents were needed which I provided the same day they were requested by email. Now they no longer respond to emails, they haven't let me know anything about the approval of the documents and above all the withdrawal has not yet been processed.

Resolved

$1,407

Did not pay me and closed the account

Rocketpot.io is denying to payout my max win (~1600$).

After regularly playing on their site and being able to deposit and withdraw I finally hit max win " (bet size 0.20$ game wanted dead 12500x my winning 2500$). I requested a withdrawal and for the first couple of days nothing moved. So I contacted support, to ask what is going on. They requested KYC, fair enough. I provided them with the needed documents. After 5 days I was told on live chat that your KYC is complete and you can take your withdrawal. But I didn't get my withdrawal so I again contact support then they told me some problem is coming from coinspad side everything is fine from your side can you get it soon I have also attached the screenshot. But after a few days these people closed my account and I was asked to do KYC again so i send all documents again. But this time I was told that your address is not verified. But they didn't accept my invoice which was signed by local authority which had my address proof so I sent permanent address on National ID card they didn't accept that also. But a friend of mine who used to play at the same casino was verified by them on the basis of the same documents, which I also have a proof. And I got a reply on email that your KYC has been failed

Now support is not forwarding my request to talk to the management and is starting to ignore me. Please help me get some justice.

Resolved

$1,600

Withdrawal issue with $5824.26

Hi I tried to withdrawal $5824.26 on Thursday through email transfer. Every couple days they cancel the withdrawal on me. They are saying that they are having issues. I seen the same situation on your page that someone had the exact same as my issue.

I really hope you can fix the problem.

They stopped replying to me I don’t feel like they are treating me correctly.

Thank you very much for the opportunity to help me out.

Unresolved

$5,824