Rise of Bets Casino - 選手の退出はキャンセルされました。

Hello,

I would like to submit a complaint regarding a cancelled withdrawal at Rise of Bets.

My account was verified (KYC) after an earlier withdrawal attempt had been cancelled and documents were provided as requested.

A €1,000 withdrawal submitted on 17.04 was approved and paid on 22.04 after verification. A second €1,000 withdrawal submitted on 18.04 was later cancelled on 28.04 and the amount removed from my balance.

The main winnings (~€2,500) were generated through regular real-money gameplay on Wild West Gold Megaways by Pragmatic Play. A deposit promotion including 800 free spins was available on the account, but the free spins had not been used at the time the winnings were generated or at the time of the first withdrawal. The free spins were played only after the first €1,000 withdrawal had already been paid. The second €1,000 withdrawal was still pending at that time. The free spins did not generate any separate withdrawal or cashout claim.

The casino has provided only a general reference to its Terms and Conditions (including bonus abuse, fraud, and unfair advantage clauses), without specifying which exact rule was allegedly breached or how it applies to my account activity.

I am requesting a full review of the decision and clarification of the specific grounds on which it was based.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand the situation, I would like to ask you a few additional questions:

• Could you please confirm whether any bonus was active on your account at the time you were playing Wild West Gold Megaways and accumulating the €2,500 winnings?
• If the 800 free spins bonus was available on your account at that time, was it already activated, or did you activate it only after completing your gameplay and requesting the first withdrawal?
• Could you please provide a screenshot or a link to the bonus you used?

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 Veronika,

-No bonus was active on my account while I was playing and accumulating the winnings. These winnings were obtained through regular real-money gameplay.

-The 800 free spins bonus was not active at that time. I activated and used the free spins only after my first withdrawal had already been completed and paid out.

I have sent all necessary supporting information to you by email.

Best regards,

Hippa

Thank you for your email and for your response.

Please contact the casino via email and request your full gaming history in Excel format, covering the period from 16 April (when you made the deposit used to accumulate your winnings) up to the moment your winnings were confiscated. Once you receive the file, kindly forward it to me at veronika.f@casino.guru.

Additionally, please send me a screenshot of your bonus history.

Thank you in advance for your cooperation.

Hi,

I have now forwarded the latest correspondence from the casino by email.

The casino confirmed that my GDPR data request (full gaming history in Excel format and bonus history) has been escalated to the relevant department, and they stated that the requested information will be provided within 30 days.

At the moment, I am waiting for the casino to provide the requested documents.

Thank you for your emails. Have you received any updates from the casino in the meantime regarding your request?

Once you receive the gaming history, kindly forward it to me at veronika.f@casino.guru. I appreciate your patience and cooperation.