Rise of Bets Casino - Dobici igrača su zaplenjeni.

Hello

I won about 3200 euros on riseofbets. I deposited 25 euros and got a 100% bonus. I have previously withdrawn money from their site without any problems. Now they have confiscated the money, I have asked them in about 10 emails what I have done wrong but have not received any concrete answer. I am attaching the email contact. They also continue to send me text messages and emails with different offers. I could not attach all the email contact, I will send the rest if you need

Hej

Jag vann cirka 3200 euro på riseofbets. Jag satt in 25 euro och fick en bonus på 100%. Jag har tidigare tagit ut pengar från deras sida utan problem. Nu har dom tagit pengarna i beslag, jag har frågat dom i cirka 10 mail vad jag har gjort för fel men inte fått någon konkret svar. Jag bifogar mailkontakten. Dom fortsätter även att skicka sms och mail till mig med olika erbjudaden. Jag kunde inte bifoga all mailkontakt, Jag skickar resten om ni behöver

Dear SKALLEN12,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're facing with your winnings on Rise of Bets.

• To help us understand the situation better, could you let us know which games you played when you won the €3200? It’s important for us to understand the context of your gameplay.
• Also, after reviewing the forwarded communication, I noticed the casino’s terms mention "abuse of bonuses or other promotions" and other practices under "Prohibited Practices" in Section 11.1.
• Did the casino specify that your winnings were confiscated due to one of these reasons?

Please feel free to send the rest of your email communication to petronela.k@casino.guru so we can review everything you’ve discussed with them.

Your cooperation in providing these details will be crucial for us to proceed and find a resolution for you.

I hope we will be able to help you resolve this issue as soon as possible. Meanwhile, we appreciate your patience while we investigate further after your reply.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello, I played different games. I don't remember which ones, if some games are limited or similar why can you play them? They play really badly and do everything to prevent you from withdrawing your money. I have sent the rest of the email contact to your email. I don't know why they took the money, I asked several times why and that I wanted a specific answer then they just sent their terms and conditions

Hallå, jag spelade olika spel. Minns,inte vilka, om vissa spel är begränsade eller liknande varför kan man spela dom? Dom spelar riktigt fult och gör allt för att man inte ska få plocka ut sina pengar. Jag har skickat över resten av mailkontakten till din mail. Jag vet inte varför dom tog pengarna, jag frågade flera gånger varför och att jag ville ha en specifikt svar då skickade dom bara sina vilkor och regler

Hi SKALLEN12,

Thank you for your patience. As we continue investigating your case, I’d like to clarify a few key points regarding the casino's terms and conditions.

Could you please confirm the following:

• Multiple Accounts: Can you rule out the possibility that there were any other accounts created from your household or device?
• Bonus Usage: Have you used any bonuses in this casino before?

Since the casino referenced bonus abuse and multiple accounts in their decision, this information is crucial to understanding their reasoning for confiscating your winnings.

Looking forward to your reply.

Hello

I've only had one account but have been logged in from different devices. Yes, I've used bonuses with them before, they send daily text messages about bonuses.

Hej

Jag har bara haft ett konto men varit inloggad från olika enheter. Ja jag har använt bonus hos dom tidigare, dom skickar dagligen sms om bonusar.

Hello. When are you planning to respond to the matter? 🙂

Hallå. När tänkte ni svara på ärendet ? 🙂

Dear SKALLEN12,

Thank you very much for your patience and for providing all the necessary information. I sincerely apologize for the delay in responding to your case.

I have now reviewed the details and will be transferring your complaint to my colleague, Adam (adam.m@casino.guru), who will be assisting you further. Adam will continue the investigation and provide you with the support you need.

I wish you the best of luck, and I hope your issue is resolved to your satisfaction very soon.

Thank you once again for your understanding.

Okay, thanks for your help. I look forward to getting help from Adam.

Okej, tack för din hjälp. Jag ser framemot och få hjälp av Adam

Hello SKALLEN12,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Rise of Bets Casino to join the conversation and participate in the resolution of this complaint.

Dear Rise of Bets Casino,

Can you please clarify the reason for confiscating the player's funds?

Kind regards,

Adam

Thanks for that 🙂

Tack för det 🙂

I guess they won't answer this either. They don't seem to care much about their players.

Jag antar att dom inte kommer svara på detta heller. Dom verkar inte bry sig speciellt mycket om sina spelare

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.

It's too bad they can't even come up with an answer!!!!

Det är förjävla dåligt att dom inte ens kan komma med ett svar!!!!

Hello SKALLEN12,

I have received a response from the casino via email, and they have told me that they are now looking into the situation.

I hope to be able to provide further insight shortly.

Kind regards,

Adam

I humbly thank you for your help Adam!

Jag tackar ödmjukast för din hjälp Adam!

Hello, Adam. Have you received any response from rise of bets?

Hallå, Adam. Har du fått något svar från rise of bets ?

Hello SKALLEN12,

I have received nothing further from the casino so far. Upon expiration of the timer, they will be allowed one more week to get back to us otherwise the complaint will be closed as 'unresolved'.

Kind regards,

Adam

Thanks for the answer Adam. I don't understand what takes so long? They should know why they only charge around 3200:- euros.

Tack för svar Adam. Jag förstår inte vad som tar sådan tid? Dom borde väl ha koll varför dom bara tar cirka 3200:- euro.

Hello SKALLEN12,

I have since received some more information from the casino, and this will now be reviewed. I will post again shortly with a further update.

Kind regards,

Adam

Hello again SKALLEN12,

The casino has provided evidence that shows you have claimed bonuses with some of your deposits that you are not eligible to claim. The winnings in question were confiscated and your deposit returned to you because you have claimed the 3rd deposit Casino Welcome bonus using your 5th deposit. Can you clarify if this the case please?

Kind regards,

Adam

I find it very strange that you can claim bonuses that you are not even entitled to? I don't know if I have done that. But they do everything they can to not pay out any money.

Jag tycker det är väldigt konstigt att man kan hämta bonusar som man inte ens är berättigad till? Jag vet inte om jag gjort så. Men dom gör väl allt för att inte betala ut några pengar.

They send out both emails and text messages with bonus offers all the time. It becomes very difficult to keep track. But they will find the smallest loophole to not pay out any winnings!

Dom skickar ut både mail och sms med bonuserbjudanden hela tiden . Det blir väldigt svårt att hålla koll. Men dom hittar väl minsta kryphål för att inte betala ut några vinster!

I really hope you don't recommend anyone to play at rise of bets if they don't realize they've made a mistake. They offer deposit bonuses when you deposit money and when you check that you want and win money then they come up with a lot of crap.

Jag hoppas ni verkligen inte rekommenderar några att spela på rise of bets om dom inte inser att dom har gjort fel. Dom erbjuder insättningsbonus när man ska sätta in pengar och när man kryssar i att man vill ha och vinner pengar då hittar dom på massa skit.

Hello SKALLEN12,

I agree that it is best for players to be blocked from claiming bonuses they are not eligible for, as mistakes can happen, but you have done so multiple times. Can you please confirm if you have claimed these bonuses via one of the emails you have mentioned?

Kind regards,

Adam

Yes, I have deposited money several times, I receive text messages and emails from them daily about different bonuses. According to me, I have done nothing wrong, yes, I have received bonus offers via text message/email, logged in and deposited money.

Ja jag har satt in pengar flera gånger, jag får ju sms och mail från dom dagligen om olika bonusar. Enligt mig har jag inte gjort något fel, ja har fått bonuserbjudanden via sms/mail loggat in och satt in pengar.

I logged into the account a few days ago, and there were several bonuses to choose from.

Jag loggade in på kontot för några dagar sedan, då fanns det flera bonusar att välja på.

Hello SKALLEN12,

I have once more emailed the casino for further information. I will post again once I have a response.

Kind regards,

Adam

Hello, thanks for that. They shouldn't be able to behave in any way! As of today, I have received both a text message and an email about the bonus offer from rise of bets.

Hallå, tack för det. Dom ska inte kunna bete sig hur som helst! Senast idag har jag fått både sms och mail om bonuserbjudanen från rise of bets.

Hello Skallen12,

The complaint is still being discussed with the casino via email, but I would like to ask you to clarify a couple of details.

• Have you selcted the bonuses from a list each time you have deposited?
• You have had the winnings confiscated for the most recent bonus used, did you obtain and withdraw any winnings from previous bonuses?

Kind regards,

Adam

Thank you for taking the time.

Yes, I want to remember that I have chosen from a list when making a deposit or clicked in from their text message/email that they send with offers.

Yes, I'm absolutely sure I withdrew money in 2024 when I used a bonus and won.

Tack för att du tar dig tid.

Ja jag vill minnas att jag har valt från en lista vid insättningen eller klickat in från deras sms/mail som dom skickar med erbjudanden.

Ja jag är helt säker att jag tog ut pengar 2024 när jag använde en bonus och vann.

Hello Adam,

Are you getting any answers from Rise?

Hallå Adam,

Får du några svar från Rise ?

Hello Skallen12,

The case is still being discussed with the casino via email. They are responsive, I am just waiting for more information to be clarified regarding how the bonuses are listed/displayed.

I will post again shortly with further updates.

Kind regards,

Adam

Thank you Adam!

Tack Adam!

Hello Adam, have you heard anything new from Rise?

Hallå Adam, har du hört något nytt från Rise ?

Hello Skallen12,

I am currently still waiting for a reply from the casino regarding how the bonuses are displayed, specifically if the same bonuses are always listed as "Available" each time a deposit is made.

Dear Rise of Bets Casino,

I will extend the timer for an additional 7 days in accordance with our policies. If there is no response, the complaint will be closed as unresolved and have a negative effect on the Safety Index of the casino.

Kind regards,

Adam

Hello, thanks for your reply.

I understand, but they are shown when you make a deposit and then you get different bonus options that I have chosen. I probably have a print screen of this too.

Thank you for helping me.

Hallå, tack för svar.

Jag förstår, men dom visas när man ska göra insättning och då får man olika bonusalternativ som jag har valt efter. Jag har nog en printscreen på detta också.

Tack för du hjälper mig.

Hello Adam

Has Rise of bets stopped responding?

Hallå Adam

Har Rise of bets slutat svara ?

Hello Skallen12,

I apologise for the delay in responding, it is taking some time for the casino to fully investigate the situation.

I have received further information explaining that the bonuses are not usually displayed as available and should not be claimable on deposits other than those they are intended for. The casino is now trying to determine if a technical error has allowed you to use the incorrect bonuses.

I have replied to the casino stating that as the bonuses were made available at the point of depositing, and did not clearly indicate that they were for specific deposits, the winnings should be returned to you. No other rules have been broken, and the bonus wagering has been completed, so I believe this is the fairest way to resolve the situation. iI is at the discretion of the casino should they wish to prevent you from accessing further bonuses in the future.

I will post again as soon as I have a reply.

Kind regards,

Adam

Thank you, Adam.

Let's hope that happens 🙂

Tack Adam.

Vi får hoppas att det blir så 🙂

Hello Adam, are you getting any answers or are they stubborn? 🙂

Tjena Adam, får du några svar eller är dom seg ? 🙂

Hello Skallen12,

I have asked the casino to provide any relevant evidence regarding a technical fault as the cause of these bonuses being available to you. As soon as I receive a further response I will review it and update accordingly.

Kind regards,

Adam

Cannon Adam

Kanon Adam

Hello,

are you getting no reply from rise adam?

Hallå,

får du inga svara av rise Adam?

Hello Skallen12,

Sorry for my delayed response.

I have not receievd any further reply from the casino, we will extend the timer for one more week in accordance with our policies.

If there is still no response, the complaint will be closed as 'unresolved'.

Kind regards,

Adam

Thank you for that.

Are you sending out a reminder to Rise?

Tack för det.

Skickar du ut en påminnelse till Rise?

Hello,

I assume rise hasn't replied to you?

Hej,

Jag antar att rise inte har svarat dig ?

Dear Skallen12,

Unfortunately, there has been no further response from the casino.

As mentioned previously, the bonuses were made available to you at the point of deposit, and it was not indicated that they were for specific deposits, so I believe it would be fair to return the winnings to you.

The casino mentioned that it was investigating to see if this was caused by a technical error, which could change the situation. However, no evidence to support this has been provided, and no further response has been received.

Consequently, we have no option but to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (madre-online.eu/file-a-claim/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players. You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators. Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at adam.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Adam