Rise of Bets Casino - Player's winnings have been confiscated.

I have opened this account about 2 years ago but have not used it a lot. Had made some small deposits but never tried to withdraw. Lately I made a deposit of 30 euro because I received an email about 250 freespins and 150% bonus with 15 times wagering, and after wagering the bonus I won about 80euro.I placed some bets and continued to play casino and when I won about 330 euro I decided to make a withdraw of 250euro. After 2 days I received an email that according to 12.10 of terms and conditions I have breached the terms and a balance of 305.06 was removed.I am very sure that I have not breached any terms i was playing normally casino and sports betting accumulators single matches,even most bets were lost.Most of the money were won from casino so what rule can you break when you play casino, their games their rtp their conditions, nothing in players hands. I see the complaints but before making the complain to MGA I would like to make a complain here if you can help.

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Hello,

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

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

• Have you completed account verification in the casino recently, or in the past? Which documents have you submitted during the process?
• Was there any maximum cash-out limit (win limit) associated with the bonus you accepted and played, to your knowledge?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Lindi280493,

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.

Hello

I had not received a notification about your response. Sorry for the delay. I have sent the necessary documents adress selfie id if i am not mistaken, every thing necessary and my account is fully verified.Regarding the max cash out in my knowledge it does dot have a max cashout that says max 1time bonus 5 times or 10 times. I Had checked the wagering in real time until the wagering dissapeared, so the bonus was wagered. The 30 euro i deposited i withdrawed it and received the money, so it is not a verification problem as it is fully verified. Hope it helps

Dear Lindi280493

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Lindi280493,

I am sorry to hear about your problem with Rise of Bets Casino.

I will now try to contact a Rise of Bets Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Rise of Bets Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

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 everyone,

I've managed to get in touch with the casino representative.

They requested the player's email, which I forwarded, and I will wait for further updates from the casino.

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.

Dear Lindi280493,

I have repeatedly tried to contact Rise of Bets Casino, but after the initial response, I have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at this link. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator in this article.

I am sorry I could not be of more help on this occasion.

Best regards,

Igor