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

Hello.

I have opened an account and played on a couple of sites owned by the same company, however, they are individual casinos. I played on riseofbet and got bonuses, where I played everything according to the rules and won up to about 5k, was able to withdraw the first 1k but then they took back everything except 400euro which was my deposit and said I had abused their bonus which I haven't . On betsamigo I deposited 190 euros and won up to 2k, same thing, they took everything except 190 euros and claimed that I had abused their bonus, which I haven't. I still have all the game history, if you want it, you can see that I have played everything according to the rules. Also made accounts on betnflix and sonsofslots where I got their welcome bonus, lost on betnflix but won on sonsofslot up to 600euro but they claimed that I abused their bonus and took everything except 100euro. I haven't cheated on anything, have followed the rules completely, but perhaps thought that you weren't allowed to take part in similar bonuses from the same company, even though they are different sites. Betnflix continues to send out bonus advertisements and i wrote to them and asked said that i cant play because they accusing me for abusing there bonuses and they answer this, Thank you for your message.

Kindly note that the screenshot you have sent concerns another casino.

Please also bear in mind that whilst both companies are under the same license, they are entirely different entities.

So if i can take part of bonuses from all this sites then they have just taking all of my money. Hopp you can help me and if you want me to send in all the betting history i can do that.

Dear Rkerstof,

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

I checked the screenshot and it appears to be from the support of the casino you selected for this complaint, not a different casino.

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

• Do I understand correctly your casino account is accessible to you?
• Have you made any deposits where you haven't accepted a bonus in this particular casino?
• Please, share the evidence regarding your player's activity in the casino with me as screenshots here or send the information to my email at tomas@casino.guru

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Rkerstof,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Rkerstof. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Message from the player:

Yes, my account is accessible.

No i dont think i did any deposit without bonus. But i followed the terms and contition. 

Thank you very much, Rkerstof, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Hello, Rkerstof,

I am sorry to hear about your trouble. 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 Rise of Bets Casino team,

Could you please explain the player's situation in more detail? Why have the user's winnings been 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?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Hello, Rkerstof,

I am sorry for the delay.

I was in contact with the casino and currently, there is still ongoing communication between me and the casino representative via email, where I am waiting for additional information and details I requested from them.

To keep track of the processing time, I am extending the timer for the casino again.

Once I have any news or updates, I will inform you here.

In the meantime, while we wait for the casino's email and further details, can you please explain in detail your gameplay - what type of bonuses you claimed and the way you played (what types of games you played and in what order, how much you bet in which games, etc)?

Thank you for your patience and understanding.

Dear Rkerstof,

I am sorry for the delay. However, I received all the necessary details/data I requested from the casino. Now I understand why you ignored my last post and the questions directed to you.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but we do not have enough insight to take on this kind of issue, and after gathering all the necessary information and evidence, it is clear that the allegations relate to sports betting play and bonuses, and abuse of it. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, to ADR, or directly to the authority that supervises casino operations.

If you have any additional questions, feel free to contact me through e-mail (branislav.b@casino.guru).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Although only outside the thread - thanks to the Rise of Bets Casino, for their cooperation and help.

Best regards,

Branislav, Casino.Guru