Casino Rocket - A conta do jogador foi encerrada e os ganhos foram confiscados.

This is to make a complaint about Casino Rocket.

I was playing with them and received part of my winnings — they paid me €2,000. But they did not pay the rest of my balance, which is €852. After sending them all the documents they asked for, they told me they will not refund the rest and that they are closing my account.

They said I broke their Terms and Conditions, but they did not explain exactly what I did wrong. I did not cheat, I did not send fake documents, and I did not do anything unfair. They just gave a general reason and said I tried to "gain advantage" of a bonus, but no clear proof.

I believe this is not fair. I followed the rules as I understood them, and I already received part of the money. I think they should pay me the full amount.

Please help me with this case or tell me what I can do next.

Thank you very much for your time and support.

Best regards,

S**** T*******

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Dear Sead777,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Casino Rocket.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you accumulate your winnings with or without an active bonus? 

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,

Katarina

I have been a player from May 16 2025. I played casino slot games, like Juicy Fruit and Mystery Jack. I did use a welcome bonus.

Thank you for your reply and time.

Dear Sead777,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Email sent. Thank you.

Thank you very much, Sead777, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 Sead777,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite Casino Rocket to join the conversation.

Dear Casino Rocket,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

Dear Sead777 and Casino Guru Team,

My name is Nancy, and I’m a representative of the Customer Experience Department at Rocket Casino.

Thank you for allowing me to provide our perspective on this case.

Following a detailed review, we can confirm that the player’s account was permanently closed after internal verification checks identified a clear breach of the Casino’s Terms and Conditions, which were accepted upon registration.

Please note that all approved funds were processed correctly before the account was closed, and the total amount paid out exceeds the player’s total deposits. This confirms that no funds were withheld or taken unfairly.

For privacy and regulatory reasons, we are unable to publicly disclose the specific details of our internal findings or verification procedures. However, we can confirm that this decision was thoroughly reviewed and approved by multiple departments, in accordance with our compliance, anti-fraud, and responsible gaming policies. Any additional documentation can only be provided directly to the relevant authorities upon formal request.

We understand that this may not be the outcome the player expected, but please be assured that all actions taken were fully compliant with our Terms and Conditions and internal procedures.

Thank you for your time and understanding. Please feel free to reach out if you need any additional clarification from our side.

Best regards,

Nancy

Customer Experience Manager

Rocket Casino

Isn't that convenient casino rocket, still being vague with you reasoning. I do not agree with this, since you say you cannot publicly disclose info, send what you apparently have to the Casino Guru representative please.

Dear Nancy / Casino Rocket Team,

Thank you for your response. While I acknowledge your response, we at Casino Guru, as an independent entity that supports fairness and transparency and in accordance with our complaint resolution policy, anticipate open collaboration from all casinos in addressing player complaints, and taking such a serious action as confiscating the player's winnings is expected to be supported by valid evidence.

Please provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused, at michal.k@casino.guru for an independent review.

Up until now, we were able to address/clarify all your customer complaints that have been submitted on our complaint forum, and I trust we will be able to appropriately handle this case as well.

Thank you in advance for your cooperation.

Dear Michal,

Thank you for your assistance with this complaint. We truly appreciate your cooperation and support in resolving the matter.

As I mentioned in my previous email, any additional documentation can only be shared directly with the relevant authorities upon a formal request. However, please allow me some time to consult with the appropriate department regarding your inquiry. Since we strictly follow the General Data Protection Regulation, the requested information may be considered sensitive and requires internal review before any further action can be taken.

We are already looking into this internally and will provide you with an update as soon as possible.

Thank you once again for your understanding and patience.

Kind regards,

Nancy

Customer Experience Manager

Rocket Casino

Dear Nancy / Casino Rocket Team,

Thank you for getting back.

To help us understand the situation fully and ensure a fair process, we would appreciate you sharing the evidence you can related to the player's alleged violations. As an independent mediator, reviewing this information is a crucial step in our transparent resolution process, particularly for a serious measure like voiding winnings.

I'm looking forward to your email.

Hello Michal,

Thank you once again for your involvement and assistance with this case. We genuinely appreciate your support.

Please note that, in accordance with GDPR requirements, we are not permitted to disclose account-related logs, technical data, activity history, or any personal information to third parties without the player’s explicit and verifiable consent.

Should the player choose to provide such consent for the disclosure of their personal data to Casino Guru, we will be able to share the detailed evidence supporting our decision. Until then, we are limited to providing only general, high-level information to remain in full compliance with data protection obligations.

Our decision in this matter has been made strictly in line with our Terms & Conditions and internal security procedures, ensuring fairness, consistency, and the protection of all parties involved.

Thank you for your understanding and cooperation.

Kind regards,

Nancy

Customer Experience Manager

Rocket Casino

Dear Casino Rocket,

It is fine by me and I do provide consent for the disclosure of my personal data to be given to Casino Guru.

Thank you and regards,

S*** T********

Dear Sead777,

Thank you for your reply and confirmation.

To provide evidence clarifying the situation, we are ready to share specific GDPR-protected data related to this case.

Michal, please note that to comply with GDPR requirements, we need formal confirmation that you are legally entitled to receive and process the customer’s data on his behalf.

For this reason, we kindly request a Power of Attorney (or an equivalent authorisation document) issued by the customer, clearly stating that Casino Guru is authorised to represent the customer in this matter and receive their personal information for complaint resolution.

Once we receive this document, we will be able to proceed with sharing all relevant materials.

Please let me know if you require any details from our side to prepare this authorisation, or if you have a template that the customer should use.

Thank you in advance for your cooperation. I look forward to your response.

Kind regards,

Customer Experience Manager

Rocket Casino

Dear Casino Rocket Team,

You stated that you cannot provide proof of the alleged terms breach because the information is private. I understand that certain internal security mechanisms may not be fully disclosed. However, for a fair dispute resolution, I request that you provide evidence showing specifically which terms were breached and how. Evidence that is "private," "internal," or "cannot be disclosed" in understandable although this does not justify refusing to provide any justification at all.

I do not agree that getting a Power of Attorney is necessary in this situation, considering you have paid out most of my winnings and its just 852 Euro pending.

Casino guru cannot assess the case without any form of verifiable information. Please provide:

A description of the exact action that violated your terms

The specific clause in your T&Cs that you believe apply

Any non-sensitive, redacted, or anonymized evidence that supports your conclusion

This information is necessary for transparency and for Casino Guru to evaluate the situation properly.

If you provide absolutely nothing, you are asking me to "trust" your accusation without proof, this is not acceptable in a fair dispute process.

Thank you.

Sead.

Dear Rocket Casino,

I fully understand and respect that certain sensitive information cannot be shared without proper safeguards. At the same time, I also see the player's point of view, as they have openly and publicly confirmed that information related to their account may be shared with us. Given this, a power of attorney does not seem to be necessary in this particular situation. Moreover, the player has already provided their consent to our Terms of use:

Your latest request may be perceived as an unnecessary obstacle that limits our ability to independently review the situation, which does not align with the fair and transparent practices we expect from reputable operators. I kindly ask that you take into account the consents the player has already provided.

I'm looking forward to your transparent cooperation in clarifying this matter.

Hello Michal,

I would like to inform you that I have sent you an email containing the NDA for your review. Please check your inbox at your earliest convenience.

Signing this document is required to ensure the security and confidentiality of our players’ personal data.

Should you have any questions, feel free to let me know.

Kind regards,

Nancy

Dear Nancy / Casino Rocket team,

Thank you for your email. I have noted your request and will discuss it with our complaints team to determine whether it is truly appropriate or necessary. I will inform you once we have reviewed it and reached a conclusion.

Dear Nancy / Casino Rocket team,

Just wanted to provide you with a quick update. While we have talked about your request within our complaint team, the ultimate decision regarding its appropriateness or necessity must be made by the management team. We will require additional time for this. I will notify you once they have evaluated it and come to a conclusion.

Dear Sead777,

I recognise that this update may not be what you were hoping for, but from a regulatory standpoint, the requirements set by the casino team are quite reasonable. I kindly ask for your understanding as we navigate this "regulatory" challenge.

In the meantime, you are welcome to file a complaint with the casino licensing authority if you wish. You can contact the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw. You may also find our article, How to submit a complaint to a regulator | Casino Guru, to be helpful. While the CGA does not officially mediate disputes between players and gaming operators, they may still be able to offer assistance, so it could be worth exploring this option.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

Dear Sead777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Michal,

From my understanding it seems the message above says you require more time as you need approval from management regarding the NDA wanted by the casino? Am I wrong?

Dear Sead777,

You have understood correctly. However, the purpose of the timer being set for you was to make sure you are informed about the current situation and that you can already engage with the licensing authority (CGA) regarding the case, should you wish. They don't need any NDA with the casino, as the casino must provide all the evidence that the authority requests. Ultimately, the CGA is the appropriate regulating body to make a definite decision regardless of how this case might end on our complaint forum.

As you can imagine, with the holiday season approaching, it is likely that there will be some delays in the process, even from our end.

Your case will remain open, though I am unable to provide a specific timeframe for when we will be able to progress further.

Thank you for your understanding.

Hi Michal,

Thanks for clarifying that, I would like to wait for the final outcome here, before moving forward to CGA. I understand that the wait could be longer due to the festive season.

Hello Sead777,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Sead777,

I wanted to provide you with a brief update regarding your case. Our complaints team has reviewed the matter internally; however, any further steps must be carefully considered by our management team and carried out in accordance with applicable industry and regulatory requirements.

I completely understand that the lack of progress may be frustrating, and I sincerely wish I could share a more positive update at this time. Regrettably, I’m unable to provide a specific timeframe for the next steps. I’m mindful of the time that has already passed, and while there is currently no way for us to accelerate the process, please rest assured that your case remains under consideration. I remain hopeful that we will be able to move forward soon.

Please know that you still have the option to submit a formal complaint to the casino’s licensing authority, as previously mentioned.

Dear Sead777,

I would like to share a brief update. We have now addressed the requirements outlined by the Casino Rocket team, and we look forward to receiving the relevant information and supporting materials, which should allow us to proceed with an independent assessment of the matter.

Dear Nancy and the Casino Rocket team,

I have reached out to you via email and attached the signed NDA you requested. I look forward to receiving the information and evidence you will provide regarding this matter for our independent review.

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.

Thank you for the updates and your help Michal.

Hello Michal,

Thank you very much for your cooperation and for providing the signed NDA.

I would like to confirm that the document has been forwarded to the responsible team for review. At this stage, I am awaiting their feedback, and I will keep you informed as soon as I receive an update.

Should any additional information or clarification be required in the meantime, I will reach out to you promptly.

Thank you again for your time and cooperation.

Kind regards,

Customer Experience Manager

Rocket Casino

Dear Nancy / Casino Rocket team,

I look forward to receiving the information and evidence you will provide regarding this matter for our independent review.

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 dear Michal,

Thank you for providing all the requested confirmations! We truly appreciate your cooperation.

The information has now been forwarded to the relevant department for further review. As soon as we receive an update, we will inform you without delay.

In the meantime, please feel free to reach out if you have any additional questions or require any further clarification. I will be happy to assist you.

Kind regards,

Customer Experience Manager

Rocket Casino

Dear Nancy / Casino Rocket team,

I look forward to receiving the information and evidence you will provide regarding this matter for our independent review.

Dear Michal,

I've already sent you an email with more details about this case. Please review it and let me know if there is anything else I can help you with.

Best wishes,

Nancy

Dear Nancy / Casino Rocket team,

Thank you for your email containing the information and evidence. I have replied with a few additional enquiries and am looking forward to your response.

Dear Sead777,

Can you please confirm if anyone from your family, friends or acquaintances has an account with Casino Rocket?

If so, have you played in the casino at similar times, perhaps during a visit? Furthermore, could you please clarify the reason for withdrawing your winnings to an Estonian bank instead of a bank located in your country of residence?

Dear Michal,

As far as I know, nobody close to me that has an account with this casino. And I have not played with anyone at the same time, I am always alone when I log on. I withdrew my winnings to the same deposit method. I initially withdrew to my card but when the Casino disabled my account I had to send them my Iban which is the same account/bank. The bank operates under an Estonian license within the EU. To clarity,  the funds in the account are my own personal funds.

Dear Sead777,

Thank you for the additional information.

After thoroughly examining the information and evidence submitted by the casino, I regret to inform you that I can no longer continue with this case. While I would prefer to offer a more comprehensive response, I am unable to do so due to the sensitive nature of the information and evidence involved, as well as the casinos and our privacy policy. Additionally, sharing such material poses a significant risk of potential misuse in the future, which could undermine the established protocols. Your account was associated with several other accounts that utilized the same payment method, claimed identical bonuses, and displayed remarkably similar gameplay patterns at comparable times. This cannot simply be regarded as a coincidence, especially since even you confirmed that " I have not played with anyone at the same time, I am always alone when I log on."

In light of these findings, the decision made by the casino team to block your account and confiscate the winnings appears to be justified according to their rules, as you have been informed already.

As an independent party, we have carefully weighed all aspects of the information and evidence provided. Based on our assessment, the casino's decision appears consistent with the terms and conditions agreed to at the time of account registration.

While you are entitled to disagree with this conclusion and may reach out to the casino's licensing authority or the appropriate authority in your jurisdiction if you wish, we regret to inform you that, because of the above, we are unable to pursue your complaint further, and I will now proceed to reject it as Unjustified.

I can only recommend that you familiarise yourself with the terms and conditions and follow them.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us, and we will try our best to help.

Best Regards,

Michal

Casino Guru