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

Subject: Winnings confiscated by manual staff adjustment after withdrawal request — rule 1.11 applied twice

Complaint text:

I am filing a complaint against Rise of Bets casino for confiscating €1,218.22 in legitimate winnings by manually adjusting my balance after I submitted a withdrawal request.

Here is the exact sequence of events from my official transaction history provided by the casino:

I had an active bonus on my account while depositing

At 17:26:14 I cancelled the bonus myself — recorded as CANC_BONUS with a deduction of €37.50. This confirms rule 1.11 was already applied and executed at that moment.

I continued playing with my real money balance only

At 17:30:53 — more than 4 minutes after bonus cancellation — the casino system accepted a win of €1,218.22 with no flags or restrictions

At 17:34:56 I submitted a withdrawal of €1,000.00

The casino then performed a manual balance adjustment — recorded as MAN_ADJUST -€1,175.25 — with the note "GENERAL BONUS TERM 1.11" applied by a staff member

My withdrawal was cancelled and all winnings confiscated

Why this is wrong:

Rule 1.11 was already applied at step 2 when I cancelled the bonus. The €37.50 deduction is proof of this. The casino cannot apply the same rule a second time to winnings generated after the bonus no longer existed.

The win was accepted by the casino system automatically with no restriction triggered. Only after I requested a withdrawal did a human staff member manually intervene and confiscate my winnings. This was not an automated system enforcement — it was a deliberate manual decision made specifically at the point of withdrawal.

Nowhere in the casino's terms does it state that a deposit made during an active bonus is permanently treated as bonus funds even after the bonus is cancelled and the penalty deducted. This rule was never disclosed to me and is being applied retroactively.

I have already filed a complaint with the MGA. I have my full official transaction history exported from the casino as evidence, showing all timestamps and the MAN_ADJUST entry.

I am requesting the release of my winnings of €1175.25.

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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.

• Is your player's account accessible?
• Was your account verified recently or in the past?
• Would you be able to forward the game history file so I may review it directly instead of screenshots? Send the information to my email at tomas@casino.guru

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

Hi, I sent you an email, for some reason I can't share the game data, it won't let me send it at all, even though I've set it so that others can see it, but I shared it on Drive.

Thanks for your patience.

Could you please clarify why you decided to cancel your bonus before the wagering was complete?

Was there any prior game activity before our gameplay on April 19th?

Thanks in advance for your reply.

I decided to cancel because I no longer needed the bonus, my real money balance was big enough so I canceled it and the activity only started on April 19th.

Thanks for the detailed explanation.

Do I understand correctly that the balance displayed on your account was split between bonus money and real money?

Please note that the records you provided only show one type of balance. Have you kept a screenshot of the separate bonus and real money balances? Would you be able to share it with me?

Thanks in advance for your reply.

so I deposited with the bonus 37e was non sticky bonus money and 25e was the money I deposited I got my real money balance increased to about 90e and then I decided to cancel this whole bonus and continue playing only with my own money and after this I won 1218e there was no longer any bonus active at any point and everything was with real money and I didn't even touch the bonus money or free spins at any point and the winnings were updated normally to the real money balance and you can see from that game history where I took the screenshot when I canceled that bonus etc.

Dear Killeri1,

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, Kubo (jakub.m@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 Killeri1,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

As part of our standard procedure, I would normally invite a representative from Rise of Bets Casino to join this conversation. However, since they have not yet registered a representative account on our platform, they are currently unable to respond directly within this thread.

That said, I’ve already contacted their team through an alternative channel, forwarding the details of your issue along with an invitation for them to create a representative account on our platform. I’ll keep you informed here as soon as I receive any updates.

Thank you for your understanding and patience.

Best regards,

Kubo

okay thanks for the update

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.

okay

Dear Killeri1,

I apologize for the delay in my response.

I wanted to update you that we have contacted the casino again regarding your complaint.

After carefully reviewing the timeline and the game history, we do not agree with the casino’s position. From the records provided, it appears that the later deduction was applied to winnings generated from your real-money balance, rather than from bonus funds.

We explained to the casino that, in our view, they may only be entitled to remove the remaining bonus-derived amount that stayed on the account after the bonus cancellation. However, since your balance did not drop below that amount afterwards, we believe your later winnings should reasonably be treated as legitimate real-money winnings and paid to you in full.

I understand how frustrating this situation must be, especially when the funds appear to have been won fairly after the bonus was cancelled. I have made this clear to the casino and am now waiting for their response.

Thank you for your continued patience.

okay thanks for the update

Dear Killeri1,

Unfortunately, the casino has not responded within the required timeframe. Without cooperation from their side, there is little more that can be achieved, so I will now mark the complaint as unresolved in our system.

Based on our review, we believe the later deduction of your winnings was unfair, as the available records indicate that the winnings in question were generated from your real-money balance rather than bonus funds. For this reason, we support your position in this case.

I understand this is not a satisfactory outcome. However, the decrease in the casino’s rating caused by unresolved complaints may help encourage them to change their approach. If the casino decides to respond later, 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.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

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

Best regards,

Kubo