Rooster Bet Casino - プレイヤーの賞金は没収されました。

I deposited 100€, and was given a 100% bonus which I lost quickly. With the little money I had left, I won 400€ over the span of a couple of days. However, when I went to withdraw my winnings, they claimed that I had violated the T&C of the bonus with a maximum bet of 5€. This is completely untrue. What can I do to at least get my initial deposit back?

Ho depositato 100€, mi hanno dato un bonus del 100% che ho perso in poco tempo. Con i pochi soldi che rimanevano ho vinto 400€ nel giro di un paio di giorni e al momento del prelievo si sono inventati che io ho violato i T&C del bonus con puntata massima di 5€. Cosa affatto vera, peraltro. Cosa posso fare per riottenere almeno il mio deposito iniziale?

Dear JackCastel,

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

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

• Was there any indication of whether you played with bonus money or real money?
• Could you please advise what is the maximum bet you played while your bonus was active?
• Could you please share 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

Thanks for your message.

Our position regarding maximum bet rules is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel you have been accused mistakenly, feel free to forward me your game history and a link to the specific bonus you activated and played. My email address is tomas@casino.guru Usually you can request your game history to be sent to you in table format for a specific period, from casino support.

Thank you in advance for your reply.

Dear JackCastel,

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.