Rooster Bet Casino - Igrač se suočava sa odloženim povlačenjem zbog kršenja pravila o bonusu.

Welcome

I made my first deposit with them with a bonus selection and the bonus was fully released. After that, I requested a withdrawal on 10/10. After waiting several days, I contacted them through their website and they asked me to wait. Two days ago, I found an email from them stating that I had violated the terms and conditions of the bonus, even though I had read the details completely and had not violated any of their conditions. I asked them to respond to the email and provide me with details of my violation, but they did not respond.

مرحبا

قمت بالايداع لاول مرة لديهم مع اختيار مكافأة وتم تحرير المكافأة بالكامل وبعد ذلك قمت بطلب السحب بتاريخ 10/ 10 وبعد انتظار عدة ايام تم مراسلتهم عن طريق موقعهم وطلبوا مني الانتظار وقبل يومين وجدت رسالة بريد الكتروني منهم تفيد بأنني خالفت شروط واحكام المكافأة علماً بانني قرأت التفاصيل كاملة ولم اخالف اي من شروطهم وطلبت منهم بالرد على البريد الالكتروني تزويدي بتفاصيل مخالفتي ولم يجيب

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with? Was it a casino bonus or a sports bonus?

What games did you play while your bonus was active?

Could you please forward me the email you received from the casino after your balance was confiscated at veronika.f@casino.guru?

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

Best regards

Veronika

.Hello,

Yes, that was attached with the pictures. It was a casino bonus, and all the games I played were slots., as well as a picture of the withdrawal request made before the confiscation And that message was sent through the required email.

Thank you

Thank you for your response and for the email. The casino informed you that your winnings were confiscated because you breached the maximum bet rule while playing with the bonus.

I have checked the Bonus Terms and I found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, , 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format. My email address is veronika.f@casino.guru.

Thank you in advance for your reply.

Hello,

Yes, I know — they said that I violated the bonus terms by exceeding the maximum bet limit, but that’s not true. I just logged into their website to review the game records as you requested, but the result says "no records found."and that was sent via email

Thank you for your email. Please request the casino to provide your complete gaming history in Excel format, starting from the day you activated the bonus up to the moment your withdrawal request was cancelled, and then forward it to me at veronika.f@casino.guru. We need to check the gaming history to see if any bets exceeding the maximum allowed limit were placed. Thank you for your cooperation.

Hello,

I contacted RoosterBet Casino and requested the deposit file (Excel file) after several requests. They eventually sent an incorrect file that does not relate to my deposit.

I have provided you with copies of the evidence and proof via email, and I am now waiting for the issue to be resolved.

Thank you for your cooperation and continuous support

1. How many deposits have you made into this casino?
2. Have you sent me a screenshot of your entire transaction history, including all the deposits you made?
3. Has the casino responded to your email stating that the dates in the gaming history you received are incorrect?
4. Apart from the dates, is all the other information correct, including the games you played and your starting balance?

Welcome

1- Number of deposits: 1 only

2- Yes, I sent you via email screenshots of the starting balance and a screenshot of the deposit transaction from the currency wallet to the casino account.

3- The casino did not respond to my comment that the game log was incorrect.

4- All the information does not pertain to my casino account, and I did not play in that manner with them.

مرحبا

1- عدد الودائع 1 فقط

2- نعم ارسلت لك على البريد الالكتروني لقطات شاشة لرصيد البدء ولقطة شاشة لمعاملة الايداع من محفظة العملات الى حساب الكازينو

3- الكازينو لم يرد على تعليقي بأن سجل الالعاب غير صحيح

4- جميع المعلومات لاتخص حسابي في الكازينو ولم العب بتلك الطريقة لديهم

Hello,

I would like to clarify that the casino sent me today an Excel file containing a game I never played, namely Aloha King Elvis from BGaming, claiming that I exceeded the maximum bet on it.

I play only Hacksaw Gaming slots, and I have never played this game.

The game does not appear in my real account history.

The casino previously provided a file that does not relate to my actual play, raising serious concerns about the credibility of the evidence.

Excel files can be manually modified and cannot be considered official evidence.

Therefore, I request:

Original server-side logs of my actual gameplay.

Official confirmation from BGaming if they claim I exceeded the maximum bet, clearly showing that I never played the game.

An explanation of why this game was included in the Excel file despite not being part of my play.

The file provided cannot be considered valid evidence and does not prove any violation.

Thank you for your time and cooperation.

Thank you very much for the additional information and for your emails. I have reviewed all the spreadsheets sent so far, and I can now see why the original files showed different data than what appears in the profile. The gaming history initially provided belonged to the LuckySeven Casino account. The data for Rooster Bet Casino became available only yesterday, which explains the discrepancy.

To move forward, may I kindly ask for a screenshot of the gaming history from the Rooster Bet Casino account, specifically showing the game that was played when the first deposit bonus was activated?

Hello

I would like to inform you that at the beginning, when searching, it showed the message "No records found," and I mentioned that to you.

Now, after searching, it shows a message saying that only the last 50 games are available.

Thank you.

Hello,

I would like to clearly emphasize two fundamental points:

I have never exceeded the maximum bet limit at any time.

I have never played the game "Aloha King Elvis," which the casino used as the basis for claiming that I exceeded the maximum bet.

This game does not appear anywhere in my actual account history — neither within the last 50 visible games nor at any other time. This alone is sufficient to demonstrate that the allegation of exceeding the maximum bet is not based on any data related to my account, and that the file provided cannot be considered valid evidence.

Thank you.

Thank you for your reply. Unfortunately, if you are unable to provide any screenshots of your game history showing which games you played on 10 October, we won’t be able to continue with your case.

The gaming history provided by the casino clearly indicates that you played Aloha King Elvis immediately after making your deposit and activating the bonus. If we contact the casino, they will present the same evidence — meaning it will not change the outcome.

To move forward, we would need proof from you that you played a different game with your bonus. Without this, we are unable to assist you further, and your complaint will have to be rejected as unjustified based on the information available so far.

hi

I would like to clarify my position regarding the complaint submitted against RoostBet Casino:

During my previous attempt to access my game records on the casino website, a message appeared stating no records were available, and I provided you with a screenshot of this. Later, the site only displayed the last 50 transactions, which do not cover my gameplay on October 10, the date relevant to the complaint.

Initially, the casino sent me an Excel file that did not reflect my actual gameplay. After my follow-up, another version was sent, but it included the game Aloha King Elvis, which I never played.

Based on this, I confirm that the previously provided data does not reflect my actual activity. Therefore, I request:

Acceptance of my request for an official and verified copy of all the games I played on October 10, including data from the game provider BGaming, to correct the records and clarify my position officially.

I kindly ask you to reconsider the complaint before closing it, to ensure the matter is handled with accurate information.

Thank you for your attention.

Hello,

Thank you very much for your latest message.

I understand that this situation is frustrating, and I appreciate all the information you have shared so far. However, after carefully reviewing everything once again, I must clarify that we cannot proceed with your case any further.

To continue with a complaint of this type, we need verifiable proof from the player’s side showing which game was actually played at the moment the bonus was activated on 10 October. Unfortunately, you have not been able to provide:

• any screenshot from your game history showing the relevant gameplay,
• any evidence confirming that you played a different game than the one listed in the casino’s logs.

At the same time, the casino has provided complete gaming history for your Rooster Bet account. According to the data they will also provide directly to us if we request it, you played Aloha King Elvis immediately after activating the bonus and placed bets exceeding the maximum allowed limit. This is the type of violation that, according to industry-standard bonus rules, leads to the forfeiture of winnings.

Please note that our decision must be based on evidence. Since we cannot verify your claim and you cannot provide alternative proof of your actual gameplay, we cannot challenge the casino’s decision.

For this reason, your complaint will be rejected based on the information available.

Thank you for your understanding.

Best regards

Veronika