Rollers Casino - プレイヤーのボーナス賞金は無効になりました。

Hello there. I was playing in the casino and at some point I did get one message saying that I did reach my limits. I did contact the support and I got this response

"Dear Tiago C****,

We found out that you have exceeded the maximum bet while playing with the bonus.

Sorry, but due to that we had to correct your balance to the deposit amount. We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time.

Sorry for any inconvenience caused and hope for understanding.

Best regards,

Rollers Casino Support Team"

And I did read the T&C , I went to the everyday bonus t&c text, and the picture is what they have in there. Mistake or not there is nothing about everyday bonus bet limit I guess.

Dear tftcosta,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found (here):

„Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CAD/AUD, 50 NOK, 350 RUB, 600 JPY, 40 CNY, 0.0001 BTC, 0.0024 ETH, 0.009 BCH, 0.035 LTC, 19 DOGE, 6 USDT, unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game and bonus histories along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear tftcosta,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.