Rise of Bets Casino - Player’s withdrawal has been cancelled.

Hello,

I would like to submit a complaint regarding a cancelled withdrawal at Rise of Bets.

My account was verified (KYC) after an earlier withdrawal attempt had been cancelled and documents were provided as requested.

A €1,000 withdrawal submitted on 17.04 was approved and paid on 22.04 after verification. A second €1,000 withdrawal submitted on 18.04 was later cancelled on 28.04 and the amount removed from my balance.

The main winnings (~€2,500) were generated through regular real-money gameplay on Wild West Gold Megaways by Pragmatic Play. A deposit promotion including 800 free spins was available on the account, but the free spins had not been used at the time the winnings were generated or at the time of the first withdrawal. The free spins were played only after the first €1,000 withdrawal had already been paid. The second €1,000 withdrawal was still pending at that time. The free spins did not generate any separate withdrawal or cashout claim.

The casino has provided only a general reference to its Terms and Conditions (including bonus abuse, fraud, and unfair advantage clauses), without specifying which exact rule was allegedly breached or how it applies to my account activity.

I am requesting a full review of the decision and clarification of the specific grounds on which it was based.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand the situation, I would like to ask you a few additional questions:

• Could you please confirm whether any bonus was active on your account at the time you were playing Wild West Gold Megaways and accumulating the €2,500 winnings?
• If the 800 free spins bonus was available on your account at that time, was it already activated, or did you activate it only after completing your gameplay and requesting the first withdrawal?
• Could you please provide a screenshot or a link to the bonus you used?

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

Best regards

Veronika