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Good morning I always deposited yesterday I went to withdraw my withdrawals for a duplicate account being q. The other account belongs to my wife.

Bom dia sempre depositei ontem fui sacar confiscaram meus saques por conta duplicada sendo q. A outra conta e da minha sposa

Hello Erivan,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rockepot Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Who created his account as first and did you both use any bonuses? Did you both use your own payment methods to deposit into the casino or the same? When was the last time the casino responded to you and since when is your account blocked?

Looking forward to your answer.

Regards,

Nick

The account wasn't mine and my wife's, she only soon pelori cell phone ..the money that will be there is mine this is theft you have to pay me I deposited it if I had 2 accounts it was not for you that you accepted my deposit

A conta nao era minha e da minha esposa ela só logo pelori celular ..o dinheiro que estar aí e meu isso e roubo vcs tem q me pagar eu depositei se tinha 2 contas não era pra vcs q aceitado meu depósito

Hello Erivan,

I'm really sorry but you have to clarify the situation as I do not understand your issue at all.

Please note that you are communicating with Casino.guru now and not the casino directly.

The Rocketpot Casino. He confiscated my earnings in the amount of 5000 thousand reais. 922 dollar . They waited for me to deposit and. Request a withdrawal to be able to block me if I deposited the money and they have to pay me... I made a deposit it was not a bonus so the money that is there is mine

O Casino Rocketpot. Confiscou os meus ganhos no valor de de 5000 mil reais. 922 dollar . Eles esperou eu depositar e. Pedir saque pra poder me bloquear se eu depositei o dinheiro e meu e eles tem que me pagar...eu fiz um depósito não era bônus então o dinheiro q está lá e meu

It wasn't banus...I created my account last year...and I always deposit through binace...

Não era banus...eu criei minha conta ano passado...e eu sempre fasso deposito pela binace ...

Hello Erivan,

So the casino blocked your account due account multiplicity? Who else from your household plays in the casino? Did any of you claim bonuses?

My wife and I play..and I didn't claim any bonuses.. I deposited, played and when it was time to withdraw my account...and stole my money..because this is theft Rocketpot pays me the money and my

Joga eu e minha esposa..e eu não reinvidiquei bônus nem um.. depositei joguei e na hora de sacar escluirao minha conta...e roubou meu dinheiro.. porque isso e roubo Rocketpot me paga o dinheiro e meu

Dear Erivan,

As we require more information from the casino to see their point of view on the case, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Erivan,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Rocketpot Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Rocketpot Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to get his account unblocked? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Hello, Erivan,

I have received the information that we had no correct contacts set in our system for sending complaints notifications.

Therefore, I am extending the timer to provide the casino representative with a few more days to collect the necessary data/details and comment on the complaint.

Thank you for your understanding.

Hello,

According to our TOS we do not support multi accounts and this is the reason your account is blocked.

"6.1. You are limited to having only one Account. Opening more than one Account at Rocketpot may result in blocking or suspension of all Your User Accounts and any balance credited to your accounts will be frozen."

Dear Rocketpot Casino Team,

Thank you for your reply.

However, we take each multiple accounts case separately, and in certain circumstances, if we are talking about 2 separate people/accounts, although they live in the same household, we are able to accept it.

Allow me please ask you a few more questions to clarify the situation.

Did the player breach any other of the casino's Terms and Conditions? Was any bonus used to obtain the disputed (frozen) winnings? If yes, what bonus was used? What (unfair) advantage did the player gain by playing in this way? What type of games did the player play in the casino most often? Were the players in question able to verify themselves? Are there any matches in personal details on the allegedly connected accounts?

Could you please also substantiate your claims with the relevant data/evidence?

Possible ways of data sharing were mentioned in one of my previous posts.

Hello again,

I have checked both the accounts, the email is almost identical and also the device used to access the accounts are identical.

If you wish to get evidence, I can send you the relevant information.

It's no use they'll always say that and I deposited 40 dollars ... for me that and I steal the money it was mine it wasn't a bonus and I deposited it you can't do that mess with people I won the money it was mine you couldn't block me

Não adianta eles sempre vão falar isso e eu depositei 40 dólares ...pra mim isso e roubo o dinheiro era meu não foi de bônus e depositei isso não se faz isso meche com as pessoas eu ganhei o dinheiro era meu vcs não podia me bloquear

Then. Return the money I already deposited.. for me you guys rolbo

Então. Devolve o dinheiro q eu já depositei ..pra mim vcs me rolbo

Dear Rocketpot Casino Team,

Thank you for your messages and provided data. Although I see that at least one other account was used on the same device, I would need more details to sufficiently review the case.

Could you please look at my previous questions, and also the questions in the chat outside this open thread, and answer them? Please note that all claims should be supported by data/evidence.

Once I have all the necessary information and data, we can move significantly forward with the case.

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.

I have provided all the information required to you Branislav.

Best regards

Greetings all,

I am sorry for the delayed reply (vacation).

Dear Rocketpot Casino Team,

The previous post was just an automatically added response by our system while I was out of the office. Please, take it as irrelevant.

Not all information was provided at all. There were a few questions that were asked several times, and we have not received relevant answers to them so far.

Although you claim that these questions are irrelevant, I dare to disagree. The situation and our attitude were explained outside this thread. According to our Fair Gambling Codex (available HERE), it is not alright to use a rule against multiple accounts without further explanation and reasoning. It is not enough for confiscation of the player's winnings/balance. So, can you please answer these unanswered questions?

"Did the player breach any other of the casino's Terms and Conditions? Was any bonus used to obtain the disputed (frozen) winnings? If yes, what bonus was used? What (unfair) advantage did the player gain by playing in this way? What type of games did the player play in the casino most often? Were the players in question able to verify themselves?

Could you please also substantiate your claims with the relevant data/evidence?"

The provided data showed us that at least 2 accounts were used on the same device. However, now we need to know the circumstances and details to sufficiently evaluate the legitimacy of the confiscated winnings as well as the casino's decision.

In case the casino is not willing and able to provide us with the requested information, I am afraid we will be forced to close the complaint as unresolved.

I've tried amicably for the chat always saying they won't unblock me or pay me.. that's sad..

Já tentei amigavelmente pelo chate sempre dizendo q não vão me desbloquear ou me pagar ..isso e triste ..

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.

Greetings all,

Thank you, Rocketpot Casino, for sharing the screenshots.

Please, look at my last messages on Skype and provide me with the additional details that I asked you for.

In addition, we are still waiting for answers to unanswered questions from my previous post that I asked already several times here and via Skype.

Now I am extending the timer and will wait for the requested information and data, as well as answers to my questions. Please take into account that the player did not hide anything and he admitted in his first post that his wife also has an account in the casino. If there is another account, we would like to also see the all activities that were performed there.

If we are not provided with the relevant details and data supporting the casino's claims and decision, I am afraid we will be likely forced to close the complaint as unresolved. However, in the meantime, I will also discuss the case internally with my team.

Looking forward to hearing from you.

Dear Erivan,

I am sorry for the delayed reply.

I have received limited or not completely clear evidence from the casino, so now it is important to clarify the situation with your help.

You claimed that your wife also has an account in Rocketpot Casino. Can you please provide me with her account username and email she used to sign up? - These details will be hidden from the public.

Then there is one more thing. Except for the fact that there is (at least) one other account that used the same device to play in the casino, I see there was another (the 3rd account) linked to your account, and there was a bonus claimed ("Airdrop"?) 1 day before you submitted this complaint - on your disputed account. So, it would be great to have a more detailed explanation.

From what funds were the disputed winnings obtained, please? What exact bonus(es) did you claim on your disputed account? What bonus(es) were claimed on your wife's account and on the 3rd linked account?

Dear Erivan,

We are extending the timer. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you, Rocketpot Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru