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Dear Casino Guru Team.

I am filing this complaint against the operator Casiworx N.V, regarding their casino brand 'RockstarWin' casino for the unfair cancellation of my legitimate winnings totaling $200

I successfully met all the wagering requirements for a promotional bonus and submitted a withdrawal request for my full winnings. The request status changed to 'Pending', and my playing balance was effectively zero.

While waiting for the withdrawal to be processed, I noticed another available bonus. Believing my previous gaming session was fully completed and closed, I activated this new bonus and began a separate, independent gaming session. I want to state categorically that at no point did I use any prohibited tactics, such as "delaying game rounds" or "bonus features".

I did not meet the wagering requirements for this second bonus and lost it. Three days later, the casino informed me they were canceling my winnings from the first, successfully completed bonus. They justified this by accusing me of violating the rule against "delaying any game round... to a later time when you have no more wagering requirement".

My position is as follows:

1. The Accusation is Factually Incorrect and Unproven: The rule they cited describes a specific manipulative technique that I did not use. I never paused or delayed any bonus round or feature. My gameplay was straightforward. I challenge RockstarWin to provide any concrete evidence, such as detailed game logs, that proves I used the "delaying game rounds" method. Without such proof, their accusation is baseless.

2. Misapplication of Rules: My action—starting a new bonus session—does not fall under the "delaying game rounds" rule. The casino is misapplying the term to justify the wrongful confiscation of my funds.

3. Punishment for a Non-Existent Rule: The casino's Bonus Terms do not explicitly prohibit activating a new bonus while a previous withdrawal is pending. I am being penalized for breaking a "hidden rule" that was not stated in the terms and conditions, which is a profoundly unfair and non-transparent practice.

My winnings from the first bonus were obtained legitimately and in good faith. The casino's decision to confiscate them is disproportionate and lacks any factual basis.

I have tried to resolve this issue directly with the casino's support, but they refused to provide a clear explanation or evidence. I kindly ask for your assistance in this matter to ensure a fair resolution.

Thank you for your time and support.

Sincerely,

nickname4863586 (Vitali ****)

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Hello,

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

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

• Is your player's account accessible to you? Can you log in, and play?
• After the wagering of your first bonus was completed, have you continued to play with what appeared to be real money on slots you played while the bonus wagering was ongoing?
• Have you completed account verification in the casino?
• Did the casino provide you with a game history from the relevant period?
• Could you please share with me your communication with the casino regarding the issue, including the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

I have access to my account and can play, but they have deprived me of all possible bonuses.

Once the bonus cleared, I made a couple more spins until I reached $200 and requested a withdrawal! The withdrawal status was pending review, and my balance was now 0.

The account is verified, the casino simply wrote that I violated something and confiscated the winnings.

I am attaching their response:

Sincerely,

Vitaly L.

Доступ к аккаунту есть, играть могу, но они лишили всех возможных бонусов.

Да когда бонус отыгрался я еще сделал пару прокруток до круглой суммы в 200$ и запросил вывод денег! Статус вывода стал на рассмотрение и баланс стал 0.

Аккаунт верифицированный, казино просто написало, что я нарушил что-то и конфисковало выигрыш.

Их ответ прилагаю :

С уважением,

Виталий Л.

After filing a complaint, I received a response from the casino confirming their dishonesty. They didn't provide any specific evidence to support their accusations.

In their letter they stated:

· 'We saw that winnings from a bonus bet were transferred to real-money play in a way that is considered bonus abuse'

This statement is meaningless:

1. Transferring winnings from a bonus account to a real one is a standard and legal process that occurs after any successful bonus wagering. They portray this normal procedure as something illegal.

2. They again didn't specify what specific 'method' I used. They didn't provide any dates, game names, or logs to prove that I was 'delaying game rounds.' Their accusation remains unfounded.

The casino violates the fundamental principle of fair debate: 'He who accuses, proves.' I have already explained repeatedly that my second bonus was a no-deposit prize from a tournament, which completely refutes the logic of a 'deposit scheme.' They ignored this and continue to use vague language to justify the confiscation of funds.

После подачи жалобы я получил от казино ответ, который подтверждает их недобросовестность. Они не предоставили никаких конкретных доказательств своего обвинения.

В своем письме они заявили:

· 'We saw that winnings from a bonus bet were transferred to real-money play in a way that is considered bonus abuse'

Это утверждение является бессмысленным:

1. Перевод выигрышей с бонусного счета на реальный — это стандартный и легальный процесс, который происходит после любого успешного отыгрыша бонуса. Они представляют нормальную процедуру как нечто противозаконное.

2. Они снова не указали, какой именно 'способ' я использовал. Они не привели ни дат, ни названий игр, ни логов, которые доказывали бы, что я 'откладывал игровые раунды'. Их обвинение остается голословным.

Казино нарушает фундаментальный принцип справедливого спора: 'Тот, кто обвиняет, тот и доказывает'. Я уже многократно объяснил, что мой второй бонус был бездепозитным призом за турнир, что полностью опровергает логику 'схемы с депозитом'. Они проигнорировали это и продолжают использовать размытые формулировки, чтобы оправдать конфискацию средств."

Thanks for your reply.

Please note that we consider the practice the casino describes as not allowed. If you accumulated value using bonus money, and later, while your balance was considered real money, received these winnings as real money, we couldn't argue in your favor.

• Could you please clarify which game(s) contributed to your win?
• Have you played the same game(s) before you won, but with promotional money?

Please let me know.

Thank you for your question. I can describe exactly what happened, and it proves that I did not break any rules.

Here is the chronology of my actions:

1. I fully completed the wagering requirements for the first bonus by playing various games, including "Lady Wolf Moon" (BGaming).

2. After meeting the bonus wagering, I continued to play "Lady Wolf Moon" for a short while with my real money and then decided to stop.

3. I requested a withdrawal of $200. The system showed "Approved," my balance became $0, and the withdrawal status changed to "Pending."

4. Only after this, when my balance was $0 and the withdrawal was being processed, did I activate the second bonus (my prize for winning a tournament) and began playing with it.

As you can see, there was no connection between finishing the game "Lady Wolf Moon" and activating the new bonus. I did not delay any game rounds. I concluded one gaming session, requested a withdrawal, and only then started a completely new session with a different bonus.

The casino's accusation is technically impossible in my situation.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Vit022,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from RockstarWIN Casino to join this conversation and assist in addressing the complaint.

Dear RockstarWIN Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Casino Guru Team,

Thank you for reaching out!

After reviewing the player’s activity and corresponding game logs, we can confirm that the player’s statements are incorrect.

Here are the verified facts from our system records:

1. The player’s last bet in the game Lady Wolf Moon (BGaming) was placed using bonus funds while the bonus was still active and not yet wagered in full.
2. The next transaction in the same game occurred five minutes later - it was a Win transaction of 201.5 USD. At this time, no active bonus was present, and therefore, the system credited this Win to the player’s real-money balance.
3. This clearly indicates that the outcome of a game round started during the active bonus session was carried over and completed after the bonus had ended - a classic case of a "delayed game round result."

According to our Bonus Terms and Conditions, carrying over or concluding a game round initiated with bonus funds after the bonus has expired or been converted into real balance constitutes bonus abuse.

We are prepared to provide the complete game logs to Casino Guru upon request.

Kind regards,

RockstarWin Casino Team

Dear Casino Guru Team,

Thank you for sharing the casino's response. I have reviewed their claims, and I must dispute their interpretation of the events.

The casino describes a technical scenario where a game round started with bonus funds was settled after the bonus was converted. I would like to state categorically that I, as a player, never intentionally "delayed" or "paused" any game round.

The situation they describe sounds like a technical latency or processing delay between the game server (BGaming) and the casino's platform. In a modern online game, a round begins and ends with a single spin or action. It is technically impossible for a player to "pause" a spin in a game like "Lady Wolf Moon" for 5 minutes.

Here is what most likely happened from a user's perspective:

1. I placed my last bet with the bonus active. The spin was executed normally.

2. The game showed the result, and I received the winnings.

3. I was unaware of any 5-minute "delay" in the background, as the game interface worked normally from my end.

4. I continued playing briefly and then requested a withdrawal, believing the bonus session was fully completed.

If there was a 5-minute gap between the bet and the win registration in the casino's system, this is a technical issue between BGaming and RockstarWin, not a player's fault. I cannot be held responsible for internal server delays or software bugs that are beyond my control.

The casino's accusation punishes me for a technical process I did not initiate, control, or was even aware of. This is profoundly unfair.

I still believe that my winnings were earned fairly and request a fair resolution to this case.

Sincerely,

Vitali L.

Dear RockstarWIN Casino,

Thank you for your prompt response and for providing detailed information regarding your findings.

To assist us in reviewing this case thoroughly, could you please provide the supporting evidence mentioned in your message? Specifically, we would appreciate receiving the complete game logs and any relevant screenshots that demonstrate the delay in game rounds associated with the build-up bonus feature.

You may send the requested materials to my email address: stefan.m@casino.guru.

We appreciate your cooperation and look forward to your response.

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 Stefan, our team contacted you on 28.10.2025 regarding supporting evidence

Please double check your email

Dear Vit022,

After carefully reviewing the evidence, it is clear that delaying of the rounds occurred in the Lady Wolf Moon game. Following the fulfillment of the wagering requirements, the bonus release was triggered while playing with real funds. This action is strictly prohibited, as it violates both the Casino’s Terms and Conditions and our Fair Gambling Codex.

For the reasons outlined above, this complaint will now be rejected. We appreciate your understanding, and I regret that we could not be of more help on this occasion.

Please do not hesitate to contact us should you encounter any issues with this or any other casino in the future.

Kind regards,

Stefan

Casino.Guru