Rocket Spin Casino - プレイヤーのボーナスラウンドは没収されました。

I did a bonus hunt at Casino Rocket Spin and bought various games worth over 900 EUR. I wanted to open the games the day after next, but Pragmatic Play had a software update which deleted all bonus rounds and neither the provider nor the casino want to refund me the money for the bonus rounds I bought.

The support replied as follows, among other things:

Earlier you have contacted us regarding issue with bonuses in games.

The Provider checked this issue and confirmed that all rounds were closed due to auto-finalization feature, which is set in our casino to 24 hours. All of them are marked as cancelled and closed.

It cannot be that my 900 EUR simply disappears into thin air due to a software update.

I would like your support with this case

Dear CUIVETV,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rocket Spin Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please share a screenshot of what section of the casino you used to buy the game rounds?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• Are your purchases recorded in your gaming history or transaction history?

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

Best regards,

Tomas

Hello, I have sent the chat history and a list to the above email address.

Hallo, ich habe den Chatverlauf sowie eine Auflistung an die o.g. E-Mail Adresse gesendet.

Dear CUIVETV,

Have you been informed by the casino before the incident at any point there is a time limit on the bought features and free spins? (for example via a notification or announcement)

Hello,

No, this information was only given to me afterwards. As can be read in the support chat history.

Hallo,

nein diese Information wurde mir erst hinterher mitgeteilt. Wie im Supportchat-Verlauf zu lesen ist.

Thanks for the confirmation.

Could you please explain why you bought the features in the slot games without using the game rounds immediately?

Because I wanted to make a bonus opening video out of it. As content for my social media channels. And I didn't get around to making this video earlier

Weil ich da raus ein Bonus opening Video machen wollte. Als Content für meine Social Media Kanäle. Und ich kam nicht früher dazu, dieses Video zu drehen

Thank you very much, CUIVETV, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello CUIVETV,

I have reviewed your case and will contact the casino to see if I can help.

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

Dear Rocket Spin Casino,

Can you please provide further insight into the reason for the player's bonuses being cancelled?

Kind regards,

Adam

Dear Brian,

Thank you for your feedback!

We contacted the provider regarding your case and they have responded with the following:

[The player started rounds but didn't finish them within 24 hours, and the rounds were closed automatically. This is expected behavior for Pragmatic games. Please also be informed that we haven't found any errors in the logs for the specified rounds.]

Unfortunately it is beyond our control as it is the expected behaviour of the games. To avoid such cases in the future, please make sure to finish your rounds within the 24 hour window.

We have added 50 Free Spins to your account as a gesture of goodwill and in case you need any further assistance, please do not hesitate to reach out to us.

Best regards,

The RocketSpin Team

Hello Rocket Spin Casino,

Thank you for your reply. Can I ask if the information about using bonus rounds within 24 hours is displayed anywhere on the website? What are the terms of the bonus purchases?

Kind regards,

Adam

Hey Adam,

Thank you for your reply.

Unfortunately we do not have the 24 hour limit in our terms as it has been set by the provider. I have contacted them to ask what the terms of the bonus purchases are and where/how they are communicated to the player.

I will let you know as soon as I receive a reply.

Best regards,

The Rocket Spin Team

Thank you RocketSpin Casino,

We will await further information.

Kind regards,

Adam

Hi Adam -

They have said that each game has its own conditions of bonus purchase. They can be found in the rules of the game. 

They also said that each game provider has specific time limits for such cases and they can be different. Some providers have no such feature as auto-finalization and it's necessary to bonus being played till the end. 

Thanks in advance,

The Rocket Spin Team

Pragmatic's terms and conditions do not specify the storage period or any limits. And since this is about the provider Pragmatic Play, it is clear.

In den Bedingungen von Pragmatic steht weder die Speicherdauer noch irgendwelche Limits. Und da es hier um den Anbieter Pragmatic Play geht, ist es eindeutig.

Hello Rocket Spin Casino,

Thanks again for your prompt response. I can appreciate that such time limits may be out of the control of the casino, Can I ask if delayed use of these rounds would have provided any advantage to the player, if there hadn't been a limit?

Kind regards,

Adam

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.

Hey Adam,

So sorry for our delayed response!

As this is related to Pragmatic Play I have reached out to the provider and I have asked them the reason for the limit and if delayed use of these rounds would have provided any advantage to the player, if there hadn't been a limit.

I will get back to you as soon as I have an answer.

Thank you for your patience.

The Rocket Spin Team

The question here is not what advantage would have resulted. I am not aware of any case where there would have been an advantage.

The more important question is: Who owns the money? The casino or the provider and who is responsible for refunding the stake?

Die Frage ist doch hier nicht, welcher Vorteil sich ergeben hätte. Mir ist kein Fall bekannt, wo es einen Vorteil gegeben hätte.

Viel wichtiger ist doch folgende Frage: Wer ist im Besitz des Geldes ? Das Casino oder der Anbieter und wer ist für eine Erstattung des Einsatzes verantwortlich.

Thank you for your response, Rocket Spin Casino.

Dear CUIVETV,

To be able to answer your question, we need to find out why the limit is in place. If no advantage could have been gained by you from delaying the use of the bonuses, it does not seem fair that they would just be voided/confiscated without warning.

We will wait for further information from the casino and game provider so we can understand the situation fully.

Kind regards,

Adam

Hey Adam,

The Provider indicated that without auto-finalization, players have the option to either continue the round and potentially win more, or potentially also win nothing in the future. 

Please let us know if you need anything else.

Kind regards,

The Rocket Spin Team

Hello all,

This case will be discussed at our weekly meeting tomorrow, I will provide further updates about our findings promptly thereafter.

Kind regards,

Adam

Hello all,

As mentioned the case has been discussed in our weekly meeting. We came to the unanimous conclusion that the player's funds should be returned to them. As the player has stood to gain no advantage by delaying the use of these rounds, their explanation regarding bonus hunting/streaming seems very plausible. This is an increasingly popular thing for players to do.

There does not appear to be any mention of the Auto Finalization function or any time limits, either in the casino terms or within the games themselves, so it is not fair that the player's purchase should be removed without warning.

We therefore urge the casino to refund the player in full. Please let us know your thoughts.

Kind regards,

Adam