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Hello,

I received 70 free spins and was fortunate enough to have 500€ left after fulfilling the wagering requirements. However, my balance then dropped to 50€ because 450€ was deducted, as they claim the free spins were given as a no deposit bonus. I continued playing with the remaining 50€ and won 300€ (after wagering). They said all the winnings derived from this 50€ would be voided. Now, they have also locked my account. Please help me get my money back; it's a total of around 750€.

Hallo,

Ich habe 70 FS bekommen und hatte Glück gehabt dass ich nach dem umsetzen 500€ übrig war danach ist mein Kontostand auf 50€ gesunken mir wurde 450€ abgezogen weil sie behaupten dass die Fs als no deposit Bonus sind. Ich habe mit dem 50 € weiter gespielt und 300€( nach dem umsetzen )gewonnen. Sie meinten alle gewinne die vom diesen 50€ stammen werden gelöscht. Sie haben jetzt mein Konto gesperrt auch. Bitte euch mir zu helfen mein Geld zurück zu bekommen es sind insgesamt ca. 750€.

Dear SajjadMustafa7,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Could you please send me the screenshot or link to the free spins bonus you activated and played with?

Could you please explain why the screenshot from the bonus history you provided us with shows the balance after wagering the bonus as 6,75 EUR?

Could you kindly confirm if you passed the full KYC verification?

Have you requested your 50 EUR to be withdrawn as suggested by customer support or did you continue playing without requesting a withdrawal?

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

Hi,

I think after I requested my first withdrawal I saw the spins from the free spins. I won around €600. After the wagering was finished the €500 or so remained. Then the €500 was deducted and only €50 remained. I carried on playing with these €50 and won around €300 again. They deducted it again, which I don't think is fair because they claim that I only have to withdraw the €50 and am not allowed to carry on playing. I verified my account and had made 2-3 withdrawals. Unfortunately the only thing that appears in the bonus history is the free spins. That is really so unfair. Firstly the €450 is gone and then after they only credited me with the €50 and adjusted my account balance, they deducted the other winnings again.

Thanks

Lg

Hi,

Ich glaube ,nachdem ich meine erste Auszahlung beantragt habe waren habe ich die spins gesehen vom die Freispiele habe ich ungefähr 600€ gewonnen nach dem Wager fertig war sind die 500 oder so geblieben dann sind die 500 abgezogen und nur 50€ geblieben mit diesen 50€ habe ich weiter gespielt und ungefähr 300€ wieder gewonnen sie haben das wieder abgezogen was ich nicht fair finde weil Sie behaupten dass ich mit dem 50 nur auszahlen muss und nicht weiterspielen darf. Ich habe mein Konto verifiziert und hatte 2-3 Auszahlungen gemacht. Im Bouns Verlauf steht leider nur die Freispiele. Das ist wirklich so was von unfair erstens die 450€ weg und dann nach dem sie mir nur die 50€ gutgeschrieben haben sowie mein Kontostand angepasst haben, haben sie die weiteren Gewinne wieder abgezogen.

danke

Lg

Thank you for your replies. Kindly ask the casino to send you your gaming history in Excel format from the time you activated the free spins until you won €300 after wagering the free spins winnings, which were capped at €50. Then forward the gaming history to me at veronika.l@casino.guru.

I have sent an email to the casino and am waiting for a response

Thanks

Kind regards

Ich habe dem Casino email geschickt und warte auf eine Rückmeldung

danke

MfG

Has the casino sent you the gaming history yet? Please keep me updated.

Yes I just sent it to you by email

Ja ich habe es dir gerade per mail geschickt

I am sorry but the email you sent me does not contain any attachments, only your name. Could you please forward me the email one more time?

You have already received it again

Thanks

Lg

Du hast es schon wieder erhalten

danke

Lg

Thank you very much, SajjadMustafa7, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, SajjadMustafa7,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Rooli Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence and exact rules that were applied in this case + the information where we can find them?

Game logs are not needed since the player already provided them to us earlier.

If it suits you better, feel free to send the necessary details to my email address (branislav.b@casino.guru).

The account is no longer blocked but the winnings were confiscated, especially the first time they reduced the €400 bonus to €50 after I had successfully wagered the amount. Then from these €50 (credited in real money) I won €350 and that was also confiscated.

Thanks

Lg

Der Konto ist nicht mehr gesperrt aber die gewinne wurden konfisziert vor allem erste mal haben Sie die 400€ bonus nach dem ich die erfolgreich den Betrag umgesetzt habe auf 50€ reduziert dann von diesen 50€ ( Echtgeld gutgeschrieben )habe ich 350€ gewonnen und wurden auch konfisziert.

danke

Lg

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.

Hi SajjadMustafa7,

I have looked into this thoroughly for you and can confirm your winnings made from the free spins were automatically corrected to 50 EUR as this is the maximum win from the bonus as it is a no deposit bonus and the system automatically cuts the balance to the maximum upon completion of the wagering requirement.

That being said, the maximum win persists after the wagering requirement is met.

We do not force users to withdraw at time of completion of bonus wagering so we check source of winnings when a user requests a cashout.

In this case, the winnings were made solely from the no deposit bonus and this is the reason the winnings were then cut to the maximum once again.

This is confirmed in our Bonus Terms.

1.8. The maximum withdrawal limit from a no deposit bonus including free spins is €50. The maximum withdrawal limit from no deposit free spins is €50. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is €50. If the bonus offered is more than €50 then the maximum cash-out will be equal to the bonus amount offered.

In regards to your comments about your account status, your account was momentarily suspended to make the necessary balance corrections and reactivated and is found active at this time.

We hope this helps to clarify any misunderstandings.

Please let us know if there's anything further we could help with.

Thank you for your patience and cooperation,

Rooli Customer Support Team

Dear Rooli Casino team,

Thank you for the clarification and your email.

However, if something is in the casino's Terms and Conditions, it does not automatically mean it is correct or fair.

"That being said, the maximum win persists after the wagering requirement is met.

We do not force users to withdraw at time of completion of bonus wagering so we check source of winnings when a user requests a cashout.

In this case, the winnings were made solely from the no deposit bonus and this is the reason the winnings were then cut to the maximum once again."

What is the reason for bonus terms being applied after the wagering requirements were met and the bonus successfully converted to a withdrawable balance since from this moment it is considered real money?

How does the casino imagine a player's further play with a real money balance obtained in such a way than to withdraw the maximum cashout and deposit it back into the account (but the casino does not force players to do it...)? Why are players allowed to continue playing after meeting the wagering requirements (with a withdrawable balance that we can consider real money, cleared from everything over the maximum cashout) if they are basically not able to win more but they can lose?

What is the difference between continuing to play right after meeting bonus wagering requirements and meeting all bonus conditions AND withdrawing the maximum cashout and subsequent deposit of it back to the casino?

Is there any additional notification about this fact/rule and its application after meeting WRs? If so, can you clarify it and provide us with a screenshot?

Unfortunately, we cannot agree with applying the maximum cashout more than once, especially if all the bonus terms and conditions completely were met, the balance was converted to a withdrawable balance (real money), there is no reason for bonus rules application anymore, and users are not notified about it sufficiently upon meeting the wagering requirements.

If I overlooked something important, feel free to correct me. Otherwise, we would like to recommend the casino restore the user's winnings that were confiscated a second time.

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.

Dear SajjadMustafa7,

Just letting you know that in the meantime, I updated the disputed amount to €300. It is industry standard that casinos apply maximum withdrawal/cashout limits for no-deposit bonuses (the first deduction that left you with €50), so that was correctly applied. Now we are talking only about the disputed amount of €300 (the second deduction - the confiscated winnings accumulated after meeting the bonus wagering requirements, which we disagree with).

So, let's wait for the casino's response and decision/reconsideration.

Dear SajjadMustafa7,

Unfortunately, since we have not received any further response from the casino regarding the issue, after gathering all the necessary information and based on the casino's last statement with the information about their final decision, as was indicated above - we are forced to close the case as ‘unresolved’, which will influence the casino’s rating in a negative way. We cannot agree with the casino's approach and the decision regarding the matter, nor the way they apply the rule in question.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (Curaçao Antillephone N.V.) and submit a complaint directly to the regulator. You can find more about their complaint process HERE, and general information about complaint processes in our article HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru