Rise of Bets Casino - プレイヤーの賞金は没収されました。

Subject: Winnings confiscated by manual staff adjustment after withdrawal request — rule 1.11 applied twice

Complaint text:

I am filing a complaint against Rise of Bets casino for confiscating €1,218.22 in legitimate winnings by manually adjusting my balance after I submitted a withdrawal request.

Here is the exact sequence of events from my official transaction history provided by the casino:

I had an active bonus on my account while depositing

At 17:26:14 I cancelled the bonus myself — recorded as CANC_BONUS with a deduction of €37.50. This confirms rule 1.11 was already applied and executed at that moment.

I continued playing with my real money balance only

At 17:30:53 — more than 4 minutes after bonus cancellation — the casino system accepted a win of €1,218.22 with no flags or restrictions

At 17:34:56 I submitted a withdrawal of €1,000.00

The casino then performed a manual balance adjustment — recorded as MAN_ADJUST -€1,175.25 — with the note "GENERAL BONUS TERM 1.11" applied by a staff member

My withdrawal was cancelled and all winnings confiscated

Why this is wrong:

Rule 1.11 was already applied at step 2 when I cancelled the bonus. The €37.50 deduction is proof of this. The casino cannot apply the same rule a second time to winnings generated after the bonus no longer existed.

The win was accepted by the casino system automatically with no restriction triggered. Only after I requested a withdrawal did a human staff member manually intervene and confiscate my winnings. This was not an automated system enforcement — it was a deliberate manual decision made specifically at the point of withdrawal.

Nowhere in the casino's terms does it state that a deposit made during an active bonus is permanently treated as bonus funds even after the bonus is cancelled and the penalty deducted. This rule was never disclosed to me and is being applied retroactively.

I have already filed a complaint with the MGA. I have my full official transaction history exported from the casino as evidence, showing all timestamps and the MAN_ADJUST entry.

I am requesting the release of my winnings of €1175.25.

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Hello,

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

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

• Is your player's account accessible?
• Was your account verified recently or in the past?
• Would you be able to forward the game history file so I may review it directly instead of screenshots? Send the information to my email at tomas@casino.guru

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

Hi, I sent you an email, for some reason I can't share the game data, it won't let me send it at all, even though I've set it so that others can see it, but I shared it on Drive.

moikka pistin sähköpostia tulemaan en jostain syystä pysty tota pelidataa jakamaan se ei anna lähettää sitä ollenkaan vaikka olen laittanut että muut voivat nähdä sen mutta jaoin sen drivessa

Thanks for your patience.

Could you please clarify why you decided to cancel your bonus before the wagering was complete?

Was there any prior game activity before our gameplay on April 19th?

Thanks in advance for your reply.

I decided to cancel because I no longer needed the bonus, my real money balance was big enough so I canceled it and the activity only started on April 19th.

päätin peruuttaa koska en enään tarvinnut bonusta oikean rahan saldo oli tarpeeksi iso joten peruutin sen ja toiminta alkoi vain 19 huhtikuuta

Thanks for the detailed explanation.

Do I understand correctly that the balance displayed on your account was split between bonus money and real money?

Please note that the records you provided only show one type of balance. Have you kept a screenshot of the separate bonus and real money balances? Would you be able to share it with me?

Thanks in advance for your reply.