Rollero Casino - プレイヤーの賞金は没収されました。

Registered Feb. 5th, 2025, deposited over $1300 CAD same day, received a "Welcome to Rollero 100" bonus from VIP at Rollero on Feb. 6, 2025 via email that disclosed the terms which was, the bonus had a 40x wagering requirement (must play 4000 CAD) and the bonus was only available for 48 hours. There was no max win rule disclosed within the bonus "Welcome to Rollero 100" that was added to my Casino account by management, and was apart of the Casino's Welcome Bonuses (i was later told by a support agent).

Within same day I completed the 40x wagering requirement and continued playing and shortly after completing the wagering requirement I had won $20,000 CAD in one spin. I end up making two separate deposits of 100 CAD to speed up the verification process and requested multiple withdrawals of 3000 CAD each.

Almost 24 hours go by and my W/D requests are still "pending", so I get impatient and begin to cancel each request one by one Feb 7th, 2025. After cancelling my last request, during my gameplay I got lucky again and ended up winning multiple times on bonus rounds on another slot which totalled about $21,000 CAD and instantly began my multiple W/D requests of 3000 CAD each, leaving 10,000 CAD in my Casino account... 24 hours go by and they are "pending", i contact support and am told nothing to worry about, financial team are overwhelmed with casino winnings so to please be patient. Hours go by and on Feb 10, 2025 I log in to my account and see that my balance is only $1000 CAD and every W/D request I had made were all rejected. I contact support and am told that I had violated their terms, a support agent said "When you win with the bonus, you have won and reached the maximum winnings of 1000 CAD. You were supposed to order a withdrawal in the amount of 1000 CAD, but you continued to play. This is not a serious violation, but you still disobeyed the rules and continued the game." I was pretty devastated to say the least, and decided to investigate myself before I decided on what to do next.

I requested all of my data, and received three "read only" files. I noticed within the 2 of the 3 files, parts of the data were altered or left blank. The section titled "bonus" within the "bonus issues" file was blank, and within the "bets" file, the section from when I had won the $21,000 a second time was altered to make the data appear as though my balance was decreasing, rather than increasing. Since then I have put in a request and have heard absolutely nothing from Rollero, and if I contact support, they just end up closing the chat "due to lost connection" and am then unable to restart the chat. So I am unsure of what I should even do at this point. I feel that Rollero has been in the wrong about the violation. If i had known of a 10x max win rule with the bonus , I would not have activated the bonus. Being told that the bonuses rules are not stated within the bonus terms & conditions says it all. I honestly feel like I wont be hearing back from Rollero anytime soon. Horrible experience to say the least.

Support agent said the following, "I see that it was issued by a manager. You received it on 2025-02-06, 08:45 (per the UTC time zone)

It is in our welcome bonuses group: the wagering requirement is the usual 40x, but the maximum win amount is not 50€, like for no-deposit bonuses, but 10x. They are not directly presented in our Bonus terms, but please see points 1.7 and 1.8.

Yes, all the data associated with your account will be offered to you"

Another said the following, "The bonus included 100 complimentary spins that were awarded

The violation occurred in relation to the free spins that were awarded by the management. The agent you previously spoke with also provided an overview of the terms"

Another said the following "I would like to contact the finance department. Can you come back to the chat in 30 minutes? Please ask any agent to send me to you (my name is Benjamin

Thank you! I have checked your request. At the moment, your request is in the final stage. I cannot tell you the exact time frame, but I can assume it will be in the next couple of days"

It has been well more than a couple days since then. Help! Since I had requested remaining funds and it is still pending as of March 2 after making the request on Feb 21, 2025. Ridiculous...

Dear MissKrissay,

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

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

• Have you received any notification when the wagering requirements of the bonus were completed?
• Were the winnings designated as real money, withdrawable balance, or similar after the wagering of the bonus was completed?
• Were you informed upon completing wagering requirements regarding the rule the maximum win rule persisting after the wagering completion?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

• No. I did not recieve any notification once the wagering requirement of the bonus was completed.

• Yes. The winnings were "locked by bonus" while wagering and once wagering was complete, the funds were put into the "real money" account and were withdrawable. There were no funds remaining that were "locked by bonus".

• No. I did not know the rule even existed. I learned about the max win rule only after seeing that my winnings were gone and after contacting support via live chat. There is no mention of a max win rule anywhere with the bonus "Welcome to Rollero 100" because I believe it is within Rolleros "welcome bonuses" which come with no max win limits.

•I have emailed everything to the email you provided. Thank you so much for helping!

Thanks for your patience.

I went over the information you provided.

I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear MissKrissay,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rollero Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rollero Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the confiscation of the player's winnings?

From my understanding, you voided a significant portion of the player's winnings by applying the max win limit to her bonus balance after she had already fulfilled the wagering requirements for the Welcome Bonus. Your justification for this action refers to a non-existent term, as there is no mention in your Terms & Conditions that a player MUST request a withdrawal immediately after completing the wagering requirements. Instead, the bonus terms clearly state:

"Bonus must be wagered 40 times before the player CAN make a withdrawal."

Additionally, according to your own Terms, the max win rule should apply only to Cashback and Cash Rewards, not to Welcome Bonuses:

1.7. Cashback and Cash Rewards are a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to Cashback and Cash Rewards. Cashback and Cash Rewards carry a wagering requirement of 10x the amount given (unless specified elsewhere) and have a max. win limit of 10x the amount received. Additional winnings are deemed non-withdrawable and are voided upon cashout.

Could you please clarify this discrepancy and provide justification for the applied restrictions? I appreciate your cooperation in resolving this matter.

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

After continued review, we had credited the player with the amount that was previously cut, totalling 20,632.33 CAD. The player was informed of this adjustment via email on Thursday, March 6, 2025.

Please let us know if you need any further details.

Best regards,

The Rollero Team

Dear Rollero Casino,

Thank you for your message and for reimbursing the player's balance in the spirit of fair play and a pro-player approach. I truly appreciate your efforts in this matter.

Dear MissKrissay,

Could you kindly confirm if your funds have been successfully returned to your balance and if you were able to withdraw them?

Thank you.

Dear MissKrissay,

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.