Rooli Casino - プレイヤーの賞金は没収されました。

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify which bonus you activated? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that the bonus amount has not been released?
• Also, do I understand correctly that you requested the withdrawal before completing the wagering requirements? Did you cancel the bonus?

Thank you very much in advance for your reply.

Best regards,

Kristina

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Thank you for your patience, and stay safe.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

Thank you for your response.

I have just sent an email to kristina.s@casino.guru with all the relevant documents and details regarding my case. This includes:

- My recent conversation with the live chat support of the casino  

- All email communication I had with the casino  

- My full bet history  

- My payment history, including deposits and withdrawals  

Please note that I no longer have access to my conversation with the support team from September 2024, as it is too long ago and no longer available.

Please let me know if you need anything else or if any additional information is required.

Thank you again for your support.

Best regards,  

Nico ***

So I reviewed everything you provided, and I am afraid that we are unable to assist you further. I checked the Bonus T&Cs and I found this:

1.15. Unless otherwise specified the maximum cash out from:

Bonus winnings is: 5000 EUR/USD, 7500 CAD/AUD/NZD, 50000 NOK.

It's important to note that what matters is whether bets were made while the bonus was active, not what your balance looked like after each bet. Your full game history shows that you had an active bonus from the beginning until you completed the wagering requirements. This means the bonus rules, including the maximum withdrawal limit, apply to all your winnings during that time.

We understand this may be disappointing, but these rules are quite standard for casino bonuses. Based on what we've seen, it looks like the casino followed its terms correctly when limiting your winnings.

To avoid situations like this in the future, I’d suggest opting out of bonuses entirely if you prefer not to deal with these restrictions.

Because of the reasons above, we will now close this complaint. I'm sorry we couldn’t do more to help this time. If you need assistance with anything else in the future, please don’t hesitate to reach out.