I successfully registered at CasinoRocket on 7 March 2023. I also verified my account via e-mail. I successfully deposited 480 euros and finally won 1000 euros without a bonus. I then requested a payout of my balance in the amount of 1000 euros. I received a confirmation email. I then uploaded my passport, proof of address, bank statements, and the screenshot of the Paysafecard transaction in the requested format. On 8 March 2023 at 01.00 at night, I received a message that I had won a prize. I went to the casino's website to see what prize I had won. That's when I noticed that my account was blocked. I then sent four messages via email to support in the next 24 hours because I wanted to know why my account was blocked and if and when I would receive my 1000 EUro. The casino ignores my messages.
I think the casino's rating is too high for the following reasons:
- The casino advertises a 24/7 - live chat that does not exist.
- The casino does not respond to emails. This is particularly serious because you can only request a self-exclusion or a cool-off period via email to the support. Player protection is therefore not guaranteed at all if the casino ignores for days a request from a player who wants to have his account blocked because of gambling addiction.
- The account remains active as long as deposits are made. Shortly after a win, the account is blocked and communication with the player is cut off.
I demand an explanation from the casino:
- an explanation as to why my account was closed
- an explanation and apology why my messages went unanswered for so long. ¨
- the assurance that I will receive my 1000 EURO as soon as possible and without complications (no excuse that a bank supposedly still has to confirm something).
- the notification of how much my won prize was, which I could not see because my account was blocked.
I also demand an authentic apology and not a copy-paste message like "Please accept our apologies for the inconvenience! We'd like to investigate this case and get back to you with the best solution".
- Kontoschliessung ohne Angabe von Gründen
- unbeantwortete E-Mails an den Support
- niedrige Auszahlungsquote
- fehlender Spielerschutz, da diesbezügliche Anfragen ignoriert werden, weil der Support nie auf Nachrichten antwortet
- kein live-chat