Rocketpot Casino - プレイヤーの賞金は没収されました。

hi, need help and advice maybe you can help me. see email from rocketpot casino. they cheat me on the money the only thing i have done wrong is to be incredibly lucky and win and now they are making some fake excuse not to pay out the money except those paid out i have over 8000 xrp waiting but they will take it ( see mail) can they just do this? They did 5 whidrawels before they blocked me? I have followed all the rules and just made a few bets and won.

Dear Peter,

We hope this message finds you well.

We regret to inform you that after careful review of your account activity, we have discovered patterns consistent with value gaming practices.

By accessing our website and creating an account, you agreed to be bound by our general terms and conditions (Terms). We draw your attention to clause 13 of the T&Cs, which states that "Rocketpot reserves the right to retain deposits if there is reasonable suspicion of manipulation of the system". This is part of our fraud and abuse prevention policy.

You will further note that our General Terms and Conditions allow us to reserve the right to void any bets if you, or any person or persons associated with you directly or indirectly influence the outcome of an event, in order to obtain an illegal advantage (in accordance with with clause) 22.1.2). We have determined that your actions fall within this framework.

As you have engaged in fraudulent activities and violated our terms and conditions, we exercise our right to permanently block your account and confiscate your withdrawals and balance

After reviewing your account, we have noted that you have deposited a total of $273.62 and withdrawn $2,152.03. According to our policy, we will refund your account balance, minus any withdrawal fees incurred.

How to calculate your refund:

Account balance: $273.62

Less withdrawal fees: $2,152.03

Refund amount: $0 (because withdrawal amount exceeds your account balance)

Please note that this decision is final and your account will remain closed. We appreciate your understanding and cooperation in this matter.

If you have any questions or concerns regarding this decision,

please help me they are just tricking me. I still have the whole chat.

Sincerely

Peter B********

Stockholm, Sweden

hej, behöver hjälp och råd så kanske du kan hjälpa mig. se e-post från rocketpot casino. de lurar mig på pengarna det enda jag har gjort fel är att ha otroligt tur och vinna och nu hittar de på någon låtsasursäkt för att inte betala ut pengarna förutom de som betalats ut jag har över 8000 xrp som väntar men de kommer att ta dem (se mail) kan de bara göra så här? De har gjort 5 whidrawels innan de blockerade mig? Jag har följer alla regler och gör bara några satsningar och vann.

Kära Peter,

Vi hoppas att det här meddelandet finner dig väl.

Vi beklagar att informera dig om att vi efter noggrann granskning av din kontoaktivitet har upptäckt mönster som överensstämmer med praxis för värdespel.

När du gick in på vår webbplats och skapade ett konto gick du med på att vara bunden av våra allmänna villkor (villkor). Vi uppmärksammar dig på paragraf 13 i T&Cs, som säger att "Rocketpot förbehåller sig rätten att behålla insättningar om det finns skälig misstanke om manipulation av systemet". Detta är en del av vår policy för förebyggande av bedrägeri och missbruk.

Du kommer vidare att notera att våra Allmänna villkor tillåter oss att förbehålla oss rätten att ogiltigförklara alla insatser om du, eller någon person eller personer som är associerade med dig direkt eller indirekt påverkar resultatet av en händelse, för att erhålla en olaglig fördel (i enlighet med klausulen) 22.1.2). Vi har fastställt att dina handlingar faller inom denna ram.

Eftersom du har ägnat dig åt bedrägliga aktiviteter och brutit mot våra allmänna villkor, utövar vi vår rätt att permanent blockera ditt konto och konfiskera dina uttag och saldo

Efter granskning av ditt konto har vi noterat att du har satt in totalt 273,62 USD och tagit ut 2 152,03 USD. Enligt vår policy kommer vi att återbetala ditt kontosaldo, minus de uppkomna uttagsavgifterna.

Så här beräknar du din återbetalning:

Kontosaldo: 273,62 USD

Minus uttagsavgifter: $2 152,03

Återbetalningsbelopp: 0 $ (eftersom uttagsbeloppet överstiger ditt kontosaldo)

Observera att detta beslut är slutgiltigt och ditt konto kommer att förbli stängt. Vi uppskattar din förståelse och ditt samarbete i denna fråga.

Om du har några frågor eller funderingar angående detta beslut,

snälla hjälp mig de lurar mig bara. Har hela chatten kvar.

Vänliga Hälsningar

Peter B********

Stockholm, Sverige

Dear peter79blomkvist,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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 reply and maybe help, have emailed you the chat.

I made the account about 3 weeks ago and it was to be verified with all the documents that you will see in the email, but they blocked me before from the page and then sent the email 6 days later that I broke the rules.

The games I played are livebet sports, basketball over then some slots and live casino blackjack.

it is not bonus money, they have made 5 withdrawals before they block me. I backed withdrawals that took time to play more and have been incredibly lucky and won.

Sincerely

peter

Hej tack för svar och kanske hjälp, har mailat dig chatten.

kontot gjorde jag för ca 3 veckor sen och det skulle verifieras med alla dokument som du kommer se i mailet men dom blockade mig innan från sidan och sen skicka dom mailet 6 dagar senare att brutit mot reglerna.

Spelen jag spelat är livebet sport, basket över under sen lite slots och live casino blackjack.

det är inte bonus pengar dom har gjort 5 uttag innan dom blocka mig. Jag backade uttag som tog tid för att spela mer och har haft otrolig tur och vunnit.

mvh

peter

Thank you very much, peter79blomkvist, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Petronela. 🙏 is he emailing me here or privately?

nice weekend

peter

Tusen tack Petronela. 🙏 mailar han mig här eller privat?

trevlig helg

peter

Hello peter79blomkvist,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and just so you know, the cooperation in solving player complaints with Rocketpot Casino was far from ideal in the past, and quite a few end up as unresolved, so I don't want you to have high hopes. I will still contact the casino to shed more light on this matter, and hopefully we will find a solution.

We would like to invite Rocketpot Casino to join the conversation.

Dear Rocketpot Casino,

Could you please furnish us with more details on why were the player's winnings confiscated? If the information can't be shared publicly please forward them including evidence of any terms breaches to me at michal.k@casino.guru

Great thank you, I'll be surprised if they don't answer me in 8 days. But waiting with excitement if they have a good answer. Thanks for the help. Sincerely

Toppen tack, blir förvånad om dom svara inte gjort det på 8 dagar till mig. Men väntar med spänning om dom har ett bra svar. Tack för hjälpen. Mvh

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 peter79blomkvist,

I wanted to give you a quick update. I've successfully contacted the Rocketpot representative, and we're currently discussing your case. You'll be kept informed of any progress shortly.

But God is fine, thank you. 🙏

Men gud va bra, tack. 🙏

Hi Peter

based on our records that the casino games played were from funds which you received through value bets. 

in an effort to find compromise, Taking into account that you have already withdrawn $2000, we would be happy to return your total initial deposits of around $273 which was not offered before. 

I hope you find this satisfactory

Rocketpot team

Just explain to me what I did wrong? Besides just winning and being lucky?

förklara bara för mig vad jag gjort för fel? Förutom att bara vinna och ha tur?

Dear peter79blomkvist,

By a quick google search, I could find this:

"Much like arbitrage betting, value betting is a popular betting strategy. Value betting is a gambling system that involves searching for odds that give you an edge over a particular bookie and betting on them."As you can understand, the casino team later recognized this as a violation of the rules that were previously communicated to you:

 We draw your attention to clause 13 of the T&Cs, which states that "Rocketpot reserves the right to retain deposits if there is reasonable suspicion of manipulation of the system". This is part of our fraud and abuse prevention policy.

You will further note that our General Terms and Conditions allow us to reserve the right to void any bets if you, or any person or persons associated with you directly or indirectly influence the outcome of an event, in order to obtain an illegal advantage (in accordance with with clause) 22.1.2). We have determined that your actions fall within this framework.

While I can understand that certain sports betting sites may permit such strategies, many casinos prohibit them as they provide players with an unfair advantage.

However, as your complaint pertains to sports betting, regrettably, we currently do not have a division dedicated to handling sports betting matters. If you were unaware, please note that our Casino Guru complaint forum exclusively addresses complaints related to online casinos and online casino games. While we have received some information from the casino, we are not able to offer accurate advice as our expertise lies primarily within the realm of online casino operations. I can provide you with websites that might provide further assistance if you feel you want to take your complaint further, but unfortunately, our potential help is close to zero and I would be forced to reject your complaint.

Anyway, under the current circumstances, the return of your initial deposit seems like a fair offer to settle the situation what do you think?

We're running on it. Thanks for the help

Vi kör på det. Tack för hjälpen

Dear peter79blomkvist,

I'm sorry, our translation software is not so great with the Swedish language :) Can you please confirm in a simple sentence if you accept the return of your deposit as a resolution of the situation?

If so, I would kindly ask the casino team to process the refund for you.

Yes that be Great

I accept

Jag accepterar

Dear peter79blomkvist,

Thank you for the confirmation.

Dear Rocketpot Casino,

Since the player has agreed to accept the refund of their deposit as a resolution to this complaint, could you kindly process it and inform me once the refund has been dispatched from your end?

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 Peter79Blomkvist,

The casino team has notified me that the refund has been processed. Could you kindly confirm its receipt so that we can close this complaint as resolved?

Yes, I have received the money

Yes jag har fått pengarna

Dear Peter79Blomkvist,

I'm glad to hear that you successfully received the agreed-upon funds and that we have achieved a mutually satisfactory resolution. We consider this complaint to be successfully resolved, and we will now mark it as "resolved" in our system. I would like to express gratitude to both parties for their cooperation.

Please feel free to reach out to us if you encounter any issues with this or any other casino in the future. We are here to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru