Rocket Spin Casino - L'account del giocatore è stato chiuso.

My account was suddenly closed

and my winnings were not paid.

I have passed the KYC verification.

アカウントをいきなり閉鎖されて

勝利金を支払わない

KYCに合格している

Dear hirokann0525,

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. 

Did you accumulate your winnings with or without an active bonus?

Have you been informed about the reason for the account closure?

Could you please share your communication with the casino regarding the closed account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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,

Dominika

Welcome deposit bonus!

no

Under investigation/In progress That's the only answer I got. I was told it would be within 72 hours, but the withdrawal hasn't happened yet.

ウェルカム入金ボーナスでしました！

いいえ

調査中　取り組み中それしか回答がありません72時間以内と言われましたが出金もされません

Dear hirokann0525, is your casino account currently under investigation, preventing you from logging in?

Have you requested a withdrawal?

Can't login

I have requested

できないログイン

リクエストしてある

It's malicious

Maximum withdrawal bonus x 10x

Only 1000 euros can be withdrawn

I will judge

悪質です

最大出金ボーナス✖️１０倍のはずが

1000ユーロしか出金されない

裁判します

Dear hirokann0525, have you received your winnings?

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

no

The casino admitted to the mistake.

Casino Guru

Lately, vague, arbitrary answers have been prominent.

Don't give random advice!

Your influence is great

If you are not serious about your work, please close the site.

いいえ

カジノは間違いを認めました

カジノグルさん

最近曖昧な適当な回答が目立ちます

いい加減なアドバイスをしないでください！

あなた方の影響力は大きいです

仕事が不真面目になるならサイトを閉鎖してください

This is stated in terms of use 1 and 7.

Don't give the right answer

Casino Guru

Do your job neatly and carefully

利用規約1、7に明記されています

適当な回答をしてはいけません

カジノグル

きちんと丁寧に仕事をしなさい

Dear hirokann0525, kindly inform us once the money has been returned to your casino account.

Understood!!

Please consider your position and refrain from making thoughtless remarks in the future.

Think about the impact

分かりました！！

あなた方も自分の立場を考えて軽率な発言は今後やめてください

影響力を考えてください

My comments were meant to reflect our general approach to these rules, not to imply that they were necessarily applicable to your specific situation.

If the maximum win limit rule isn't clearly outlined in the casino's terms and conditions, it should not have been applied to your case.

I would be grateful if we could focus on constructive dialogue going forward, as thoughtful communication helps us resolve concerns more effectively. Thank you for your consideration.

We would like to emphasize that according to our Fair Gambling Code https://casino.guru/fair-gambling-codex-for-casinos#win-limits we consider the imposed win limits to be unfair and predatory only when applied to real money games, however we do accept bonus terms and conditions limiting the maximum cash-out from bonus play.

This statement can only be interpreted as mindlessly siding with the casinos.

Think about your influence

強調しておきたいのは、当社の公正ギャンブル規約https://casino.guru/fair-gambling-codex-for-casinos#win-limitsによれば、課せられた勝利制限は、リアルマネーゲームに適用された場合のみ不公平かつ略奪的であると考えていますが、ボーナスプレイからの最大キャッシュアウトを制限するボーナス利用規約は受け入れます。

この発言は何も考えずにカジノの味方をしている以外に捉えられません

自分の影響力を考えてください

Dear hirokann0525, has the money been returned to your casino account?

No refund has been given

The total amount is expected to be about 10,000 euros.

I was told that 2000 euros had been withdrawn, but only 1000 euros was deposited.

The remaining 9,000 euros (8,000 euros) have not yet been withdrawn.

返金されていません

合計約10000ユーロの予定ですが

2000ユーロ出金完了と言われていますが1000ユーロしか着金されていません

残りの9000ユーロ(8000ユーロ)は出金の手続きも完了されていません

Dear hirokann0525, do you have any updates?

Okay!

Solution

thank you

オッケー！

かいけつ

ありがと

Dear hirokann0525,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

Casino.Guru