The player from Saskatchewan has issues with the casino Rollero after initially winning $20,000 and later $21,000 while fulfilling a bonus's wagering requirement. Her multiple withdrawal requests of $3,000 each were rejected, with the casino citing a maximum win violation that was not disclosed in the bonus terms. Additionally, she noticed discrepancies in her account data and has received no response to her requests for help.
Igrač iz Saskačevana ima problema sa kazinom Rollero nakon što je u početku osvojio 20.000 dolara, a kasnije 21.000 dolara dok je ispunio uslov za klađenje za bonus. Njeni višestruki zahtevi za povlačenje od po 3.000 dolara su odbijeni, pri čemu je kazino naveo kršenje maksimalnog dobitka koje nije otkriveno u uslovima bonusa. Pored toga, primetila je neslaganja u podacima o svom nalogu i nije dobila nikakav odgovor na svoje zahteve za pomoć.
Registrovan 5. februara 2025., deponovan preko 1300 CAD istog dana, dobio je bonus „Dobrodošli u Rollero 100" od VIP-a na Rollero 6. februara 2025. putem e-pošte koji je otkrio uslove koji je bio, bonus je imao uslov za klađenje 40k (mora se igrati 4000 CAD) i bonus je bio dostupan samo 4000 CAD. U bonusu „Dobrodošli u Rollero 100" nije bilo pravila maksimalnog dobitka koje je uprava dodala na moj račun u kazinu i koja je bila deo kazino bonusa dobrodošlice (kasnije mi je rekao agent za podršku).
U istom danu sam ispunio uslov klađenja od 40k i nastavio da igram i ubrzo nakon što sam ispunio uslov za klađenje osvojio sam 20.000 CAD u jednom okretu. Na kraju sam napravio dva odvojena depozita od 100 CAD da bih ubrzao proces verifikacije i zatražio višestruka povlačenja od po 3000 CAD.
Prošlo je skoro 24 sata, a moji V/D zahtevi su još uvek „na čekanju", tako da postajem nestrpljiv i počinjem da otkazujem svaki zahtev jedan po jedan 7. februara 2025. Nakon što sam otkazao svoj poslednji zahtev, tokom igranja igre ponovo sam imao sreće i na kraju sam osvojio više puta u bonus rundama na drugom slot-u koji je iznosio oko 21,000 CAD, a moj zahtev je počeo sa više od 21.000 CAD od 21.000 CAD. svaki, ostavljajući 10.000 CAD na mom kazino nalogu... Prošlo je 24 sata i oni su "na čekanju", kontaktiram podršku i rečeno mi je da nema šta da brinem, finansijski tim je pretrpan dobicima u kazinu pa budite strpljivi. Sati prolaze i 10. februara 2025. prijavljujem se na svoj nalog i vidim da je moj bilans samo 1000 CAD i da su svi zahtevi za V/D koji sam dao odbijen. Kontaktiram podršku i rečeno mi je da sam prekršio njihove uslove, agent podrške je rekao „Kada pobedite sa bonusom, pobedili ste i dostigli maksimalni dobitak od 1000 CAD. Trebalo je da naredite povlačenje u iznosu od 1000 CAD, ali ste nastavili da igrate. Ovo nije ozbiljan prekršaj, ali ste ipak nastavili da poštujete pravila igre." U najmanju ruku, bio sam prilično uništen i odlučio sam da istražim sebe pre nego što odlučim šta dalje.
Zatražio sam sve svoje podatke i dobio tri fajla „samo za čitanje". Primetio sam da su u 2 od 3 fajla delovi podataka izmenjeni ili ostavljeni prazni. Odeljak pod nazivom „bonus" u datoteci „bonus problemi" je bio prazan, a u datoteci „bets", odeljak iz koga sam osvojio 21.000 dolara po drugi put je izmenjen da bi podaci izgledali kao da se moj balans smanjuje, a ne povećava. Od tada sam postavio zahtev i nisam čuo apsolutno ništa od Rollera, a ako kontaktiram podršku, oni jednostavno na kraju zatvore ćaskanje „zbog izgubljene veze" i onda ne mogu ponovo da pokreću ćaskanje. Tako da nisam siguran šta uopšte treba da radim u ovom trenutku. Osećam da je Rolero pogrešio u vezi sa prekršajem. Da sam znao za pravilo 10k maksimalne pobede sa bonusom, ne bih aktivirao bonus. Rečeno da pravila o bonusima nisu navedena u uslovima bonusa govori sve. Iskreno, osećam se kao da mi se Rollero neće javljati uskoro. Užasno iskustvo u najmanju ruku.
Agent za podršku je rekao sledeće: „Vidim da ga je izdao menadžer. Dobili ste ga 2025-02-06, 08:45 (po UTC vremenskoj zoni)
Nalazi se u našoj grupi bonusa dobrodošlice: uslov za klađenje je uobičajenih 40k, ali maksimalni iznos dobitka nije 50€, kao kod bonusa bez depozita, već 10k. Oni nisu direktno predstavljeni u našim uslovima bonusa, ali pogledajte tačke 1.7 i 1.8.
Da, svi podaci povezani sa vašim nalogom biće vam ponuđeni"
Drugi je rekao sledeće: „Bonus je uključivao 100 besplatnih spinova koji su dodeljeni
Prekršaj se dogodio u vezi sa besplatnim okretima koje je dodeljivala uprava. Agent sa kojim ste prethodno razgovarali je takođe dao pregled uslova"
Drugi je rekao sledeće: „Želeo bih da kontaktiram finansijsko odeljenje. Možete li da se vratite na ćaskanje za 30 minuta? Zamolite bilo kog agenta da me pošalje kod vas (ja sam Benjamin
Hvala vam! Proverio sam vaš zahtev. Trenutno je vaš zahtev u završnoj fazi. Ne mogu da vam kažem tačan vremenski okvir, ali pretpostavljam da će to biti u narednih nekoliko dana"
Od tada je prošlo više od par dana. Upomoć! Pošto sam zatražio preostala sredstva i još uvek je na čekanju od 2. marta nakon podnošenja zahteva 21. februara 2025. Smešno...
Registered Feb. 5th, 2025, deposited over $1300 CAD same day, received a "Welcome to Rollero 100" bonus from VIP at Rollero on Feb. 6, 2025 via email that disclosed the terms which was, the bonus had a 40x wagering requirement (must play 4000 CAD) and the bonus was only available for 48 hours. There was no max win rule disclosed within the bonus "Welcome to Rollero 100" that was added to my Casino account by management, and was apart of the Casino's Welcome Bonuses (i was later told by a support agent).
Within same day I completed the 40x wagering requirement and continued playing and shortly after completing the wagering requirement I had won $20,000 CAD in one spin. I end up making two separate deposits of 100 CAD to speed up the verification process and requested multiple withdrawals of 3000 CAD each.
Almost 24 hours go by and my W/D requests are still "pending", so I get impatient and begin to cancel each request one by one Feb 7th, 2025. After cancelling my last request, during my gameplay I got lucky again and ended up winning multiple times on bonus rounds on another slot which totalled about $21,000 CAD and instantly began my multiple W/D requests of 3000 CAD each, leaving 10,000 CAD in my Casino account... 24 hours go by and they are "pending", i contact support and am told nothing to worry about, financial team are overwhelmed with casino winnings so to please be patient. Hours go by and on Feb 10, 2025 I log in to my account and see that my balance is only $1000 CAD and every W/D request I had made were all rejected. I contact support and am told that I had violated their terms, a support agent said "When you win with the bonus, you have won and reached the maximum winnings of 1000 CAD. You were supposed to order a withdrawal in the amount of 1000 CAD, but you continued to play. This is not a serious violation, but you still disobeyed the rules and continued the game." I was pretty devastated to say the least, and decided to investigate myself before I decided on what to do next.
I requested all of my data, and received three "read only" files. I noticed within the 2 of the 3 files, parts of the data were altered or left blank. The section titled "bonus" within the "bonus issues" file was blank, and within the "bets" file, the section from when I had won the $21,000 a second time was altered to make the data appear as though my balance was decreasing, rather than increasing. Since then I have put in a request and have heard absolutely nothing from Rollero, and if I contact support, they just end up closing the chat "due to lost connection" and am then unable to restart the chat. So I am unsure of what I should even do at this point. I feel that Rollero has been in the wrong about the violation. If i had known of a 10x max win rule with the bonus , I would not have activated the bonus. Being told that the bonuses rules are not stated within the bonus terms & conditions says it all. I honestly feel like I wont be hearing back from Rollero anytime soon. Horrible experience to say the least.
Support agent said the following, "I see that it was issued by a manager. You received it on 2025-02-06, 08:45 (per the UTC time zone)
It is in our welcome bonuses group: the wagering requirement is the usual 40x, but the maximum win amount is not 50€, like for no-deposit bonuses, but 10x. They are not directly presented in our Bonus terms, but please see points 1.7 and 1.8.
Yes, all the data associated with your account will be offered to you"
Another said the following, "The bonus included 100 complimentary spins that were awarded
The violation occurred in relation to the free spins that were awarded by the management. The agent you previously spoke with also provided an overview of the terms"
Another said the following "I would like to contact the finance department. Can you come back to the chat in 30 minutes? Please ask any agent to send me to you (my name is Benjamin
Thank you! I have checked your request. At the moment, your request is in the final stage. I cannot tell you the exact time frame, but I can assume it will be in the next couple of days"
It has been well more than a couple days since then. Help! Since I had requested remaining funds and it is still pending as of March 2 after making the request on Feb 21, 2025. Ridiculous...
Draga gospođice Krisi,
Hvala vam puno što ste podneli žalbu. Žao mi je što čujem za vaše negativno iskustvo sa Rollero kazinom.
Dozvolite mi da vam postavim nekoliko pitanja kako bih bolje razumeo situaciju.
Nadam se da ćemo moći da vam pomognemo da rešite ovaj problem što je pre moguće. Hvala vam unapred na odgovoru.
Srdačan pozdrav,
Tomas
Dear MissKrissay,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rollero Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
• Ne. Nisam primio nikakvo obaveštenje kada je zahtev za klađenje bonusa završen.
• Da. Dobici su "zaključani bonusom" tokom klađenja i kada je klađenje završeno, sredstva su stavljena na račun "pravog novca" i mogla su se povući. Nije bilo preostalih sredstava koja su „zaključana bonusom".
• Ne. Nisam znao da to pravilo uopšte postoji. Saznao sam za pravilo maksimalne pobede tek nakon što sam video da su moji dobici nestali i nakon što sam kontaktirao podršku putem ćaskanja uživo. Nigde se ne pominje pravilo o maksimalnom dobitku sa bonusom „Dobrodošli u Rollero 100" jer verujem da je to unutar Rolleros „bonusa dobrodošlice" koji dolaze bez ograničenja maksimalne pobede.
•Sve sam poslao e-poštom na e-poštu koju ste naveli. Hvala vam puno na pomoći!
• No. I did not recieve any notification once the wagering requirement of the bonus was completed.
• Yes. The winnings were "locked by bonus" while wagering and once wagering was complete, the funds were put into the "real money" account and were withdrawable. There were no funds remaining that were "locked by bonus".
• No. I did not know the rule even existed. I learned about the max win rule only after seeing that my winnings were gone and after contacting support via live chat. There is no mention of a max win rule anywhere with the bonus "Welcome to Rollero 100" because I believe it is within Rolleros "welcome bonuses" which come with no max win limits.
•I have emailed everything to the email you provided. Thank you so much for helping!
Hvala na strpljenju.
Pregledao sam informacije koje ste dali.
Sada ću vašu žalbu preneti kolegi Kubou ( jakub.m@casino.guru ) koji će vam biti na usluzi. Želim vam puno sreće i nadam se da će problem biti rešen na vaše zadovoljstvo u bliskoj budućnosti.
Thanks for your patience.
I went over the information you provided.
I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) 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.
Draga Miss Krissai ,
Ja sam Kubo i od sada ću se pobrinuti za tvoju žalbu. Ako je bilo novih ažuriranja u vezi sa ovim slučajem od poslednje date informacije, obavestite me.
Želeo bih da pozovem predstavnike Rollero kazina da se pridruže ovoj diskusiji i pruže sve dostupne informacije koje će pomoći u rešavanju ovog problema.
Dragi Rollero Casino ,
Možete li da date detaljne informacije u vezi sa ovim slučajem i objasnite razloge za oduzimanje dobitka igrača?
Koliko ja razumem, poništili ste značajan deo dobitaka igrača tako što ste primenili ograničenje maksimalnog dobitka na njen bonus saldo nakon što je ona već ispunila uslove klađenja za Bonus dobrodošlice. Vaše opravdanje za ovu radnju odnosi se na nepostojeći uslov, pošto u vašim Uslovima i odredbama nema pomena da igrač MORA zatražiti povlačenje odmah nakon što ispuni uslove za klađenje. Umesto toga, uslovi bonusa jasno navode:
"Bonus se mora uložiti 40 puta pre nego što igrač MOŽE da izvrši povlačenje."
Pored toga, prema vašim Uslovima, pravilo maksimalnog dobitka treba da se primenjuje samo na Cashback i Cash Revards, a ne na bonuse dobrodošlice:
1.7. Cashback i Cash Revards su bonus osim ako nije drugačije naznačeno. Sva pravila koja se primenjuju na bonuse uopšteno važe za Cashback i Cash Revards. Cashback i Cash Revards sadrže uslov za klađenje od 10 puta veći iznos (osim ako nije drugačije navedeno) i imaju maks. ograničenje pobede od 10 puta većeg iznosa. Smatra se da se dodatni dobici ne mogu povući i poništavaju se nakon isplate.
Možete li da razjasnite ovu neslaganje i da obrazložite primenjena ograničenja? Cenim vašu saradnju u rešavanju ovog pitanja.
Hvala unapred na odgovoru!
Srdačan pozdrav,
Kubo
Dear MissKrissay,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Rollero Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Rollero Casino,
Could you please provide detailed information regarding this case and explain the reasons behind the confiscation of the player's winnings?
From my understanding, you voided a significant portion of the player's winnings by applying the max win limit to her bonus balance after she had already fulfilled the wagering requirements for the Welcome Bonus. Your justification for this action refers to a non-existent term, as there is no mention in your Terms & Conditions that a player MUST request a withdrawal immediately after completing the wagering requirements. Instead, the bonus terms clearly state:
"Bonus must be wagered 40 times before the player CAN make a withdrawal."
Additionally, according to your own Terms, the max win rule should apply only to Cashback and Cash Rewards, not to Welcome Bonuses:
1.7. Cashback and Cash Rewards are a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to Cashback and Cash Rewards. Cashback and Cash Rewards carry a wagering requirement of 10x the amount given (unless specified elsewhere) and have a max. win limit of 10x the amount received. Additional winnings are deemed non-withdrawable and are voided upon cashout.
Could you please clarify this discrepancy and provide justification for the applied restrictions? I appreciate your cooperation in resolving this matter.
Thank you in advance for your response!
Best Regards,
Kubo
Dragi Kubo,
Nakon nastavka pregleda, pripisali smo igraču iznos koji je prethodno smanjen, u ukupnom iznosu od 20.632,33 CAD. Igrač je o ovom prilagođavanju obavešten putem e-pošte u četvrtak, 6. marta 2025.
Obavestite nas ako su vam potrebni dodatni detalji.
Srdačan pozdrav,
Rollero tim
Dear Kubo,
After continued review, we had credited the player with the amount that was previously cut, totalling 20,632.33 CAD. The player was informed of this adjustment via email on Thursday, March 6, 2025.
Please let us know if you need any further details.
Best regards,
The Rollero Team
Dragi Rollero Casino ,
Hvala vam na poruci i što ste nadoknadili stanje igrača u duhu fer pleja i pristupa za profesionalce. Zaista cenim vaše napore po ovom pitanju.
Draga Miss Krissai ,
Možete li da potvrdite da li su vaša sredstva uspešno vraćena na vaše stanje i da li ste bili u mogućnosti da ih podignete?
Hvala.
Dear Rollero Casino,
Thank you for your message and for reimbursing the player's balance in the spirit of fair play and a pro-player approach. I truly appreciate your efforts in this matter.
Dear MissKrissay,
Could you kindly confirm if your funds have been successfully returned to your balance and if you were able to withdraw them?
Thank you.
Dear MissKrissay,
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.
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Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
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Proverite svoj inboks i kliknite na link koji smo Vam poslali: youremail@gmail.com
Link će isteći za 72 časa.
Proverite svoj "Spam" ili "Promotions" folder ili kliknite na dugme ispod.
Konformacioni e-mail je poslat ponovo.
