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Subject: Winnings confiscated by manual staff adjustment after withdrawal request — rule 1.11 applied twice

Complaint text:

I am filing a complaint against Rise of Bets casino for confiscating €1,218.22 in legitimate winnings by manually adjusting my balance after I submitted a withdrawal request.

Here is the exact sequence of events from my official transaction history provided by the casino:

I had an active bonus on my account while depositing

At 17:26:14 I cancelled the bonus myself — recorded as CANC_BONUS with a deduction of €37.50. This confirms rule 1.11 was already applied and executed at that moment.

I continued playing with my real money balance only

At 17:30:53 — more than 4 minutes after bonus cancellation — the casino system accepted a win of €1,218.22 with no flags or restrictions

At 17:34:56 I submitted a withdrawal of €1,000.00

The casino then performed a manual balance adjustment — recorded as MAN_ADJUST -€1,175.25 — with the note "GENERAL BONUS TERM 1.11" applied by a staff member

My withdrawal was cancelled and all winnings confiscated

Why this is wrong:

Rule 1.11 was already applied at step 2 when I cancelled the bonus. The €37.50 deduction is proof of this. The casino cannot apply the same rule a second time to winnings generated after the bonus no longer existed.

The win was accepted by the casino system automatically with no restriction triggered. Only after I requested a withdrawal did a human staff member manually intervene and confiscate my winnings. This was not an automated system enforcement — it was a deliberate manual decision made specifically at the point of withdrawal.

Nowhere in the casino's terms does it state that a deposit made during an active bonus is permanently treated as bonus funds even after the bonus is cancelled and the penalty deducted. This rule was never disclosed to me and is being applied retroactively.

I have already filed a complaint with the MGA. I have my full official transaction history exported from the casino as evidence, showing all timestamps and the MAN_ADJUST entry.

I am requesting the release of my winnings of €1175.25.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rise of Bets Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible?
• Was your account verified recently or in the past?
• Would you be able to forward the game history file so I may review it directly instead of screenshots? Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi, I sent you an email, for some reason I can't share the game data, it won't let me send it at all, even though I've set it so that others can see it, but I shared it on Drive.

moikka pistin sähköpostia tulemaan en jostain syystä pysty tota pelidataa jakamaan se ei anna lähettää sitä ollenkaan vaikka olen laittanut että muut voivat nähdä sen mutta jaoin sen drivessa

Thanks for your patience.

Could you please clarify why you decided to cancel your bonus before the wagering was complete?

Was there any prior game activity before our gameplay on April 19th?

Thanks in advance for your reply.

I decided to cancel because I no longer needed the bonus, my real money balance was big enough so I canceled it and the activity only started on April 19th.

päätin peruuttaa koska en enään tarvinnut bonusta oikean rahan saldo oli tarpeeksi iso joten peruutin sen ja toiminta alkoi vain 19 huhtikuuta

Thanks for the detailed explanation.

Do I understand correctly that the balance displayed on your account was split between bonus money and real money?

Please note that the records you provided only show one type of balance. Have you kept a screenshot of the separate bonus and real money balances? Would you be able to share it with me?

Thanks in advance for your reply.

so I deposited with the bonus 37e was non sticky bonus money and 25e was the money I deposited I got my real money balance increased to about 90e and then I decided to cancel this whole bonus and continue playing only with my own money and after this I won 1218e there was no longer any bonus active at any point and everything was with real money and I didn't even touch the bonus money or free spins at any point and the winnings were updated normally to the real money balance and you can see from that game history where I took the screenshot when I canceled that bonus etc.

siis talletin bonuksen kanssa 37e oli non sticky bonusrahaa ja 25e oli tallettamani raha sain oikean rahan saldoa kasvatettua noin 90e asti ja päätin sen jälkeen perua tämän koko bonuksen ja jatkaa vain omalla rahalla pelaamista ja tämän jälkeen voitin 1218e siinä ei ollut enään bonusta missään vaiheessa aktiivisena ja kaikki oli oikealla rahalla enkä edes koskenut bonus rahaan tai ilmaiskierroksiin missään vaiheessa ja voitot päivittyi normaalisti oikean rahan saldoon ja näät tuosta pelihistoriasta mistä otin kuvakaappauksen milloin peruin sen bonuksen jne

Dear Killeri1,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo (jakub.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas