Rocketpot Casino - Os ganhos do jogador ficam presos no saldo de bônus.

Hello, yesterday I deposited 2035 dollars on this site Rocketpot, with a 100% bonus activation on the deposit, thus I have a total of 2035 withdrawable balance and 2035 bonus balance.

I immediately won 4000 dollars at a casino after making a few bets. I continued to play and managed to increase my balance up to 16000 dollars. At this point, I had no interest in the 2035 dollars bonus (which requires x90 to withdraw). I wanted to make a withdrawal, but I noticed that my withdrawable balance was 0.00 and my bonus balance was 16000 dollars. However, that's not how it works. According to the bonus terms and conditions, real balance is used before bonus balance. Hence, I had managed to win the first 4000 dollars with real balance. Therefore, the winnings should be withdrawable. But they put everything into my bonus balance, so I don't have the possibility to make a withdrawal. I am forced to complete x90 (theoretically in this case they should just cancel my bonus balance of 2035, and let me withdraw the rest).

Salve, ieri ho depositato 2035dollari su questo sito Rocketpot , con una attivazione del 100% bonus sul deposito, allora quindi ho 2035 saldi prelevabili e 2035 di bonus ,

partendo le giocate ho subito vinto 4000 dollari su un casino, dopo continuando a giocare sono riuscito ad montare il mio saldo fino a 16000 dollari , in questo caso non mi interessava più i 2035 dollari di. Bonus( dove deve fare x90 per prelevare ) voglio fare il prelievo , e vedo che ho 0 .00 saldo prelevabito e 16000 saldo bonus. Ma non funziona così , sul termini condizioni di bonus scrive che saldo reali verrano utilizzati prima del saldo bonus, perciò ci sono riuscito a fare dalla prima vincita di 4000 dollari con saldo reali , quindi le vincite dovrebbe essere prelevabile, ma loro mi hanno messo tutto nel saldo bonus, perciò non ho possibilità di fare prelievo, devo per forza completare x90 ( in teoria in questo caso dovrebbe solo cacellarmi il mio saldo bonus che sono 2035, e farmi prelevare il resto)

Hello zhaosheng,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rocketpot 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 if yes, since when exactly? Would it be possible to forward your betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Unfortunately it is not how it works at all. You have no other option only to finish the wagering. Once you claim a bonus you play with a bonus until you finish the wagering requirements. If you would cancel the bonus, all your winnings would be confiscated.

Looking forward to your answer.

Regards,

Nick

Hi Nick thank you for intervening, this site has not asked me so far regarding the documents, this site is as you understood well, once you have deposited and activated the welcome bonus, you no longer have the possibility to withdraw back until you finish to complete x90, (I have never seen a site with these rules and it didn't even write about terms and conditions) I spoke to assistance a little while ago they gave you the only answer "you must complete x90 requirements"

Ciao Nick grazie che sei intervenuto, questo sito fino adesso non mi ha chiesto per quando riguarda i documenti, questo sito è come hai capito bene , una volta depositato e attivato il bonus di benvenuto , non hai più possibilità di ritirare indietro fino quando non finish di completare x90, (non ho mai visto un sito di queste regole e non ha nemmeno scritto su termini e condizione) ho parlato poco fa con assistenza ti danno unico risposto" devi completare requisiti di x90"

Unfortunately I can't find where I can download my play history, I'll send you my balance screenshot

Purtroppo non trovo dove posso scaricare la cronologia delle giocato ,te la mando lo mio screenshot del saldo

Hello zhaosheng,

As I stated above, you have 2 options - first is to finish the wagering or the second is to cancel the bonus but you will lose your winnings as well. It works like this in every single online casino and it is a completely fair rule.

Dear zhaosheng,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time. The complaint was closed as the player stopped responding.