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

Talletin 2x 50€. Pelailin pitkään ja lopulta yritin kotiuttaa voittamani 700€. Ensin oli sama dokumentti rumba kuin kaikilla muillakin. 2 päivän välein pyydettiin uutta dokumenttia ja kun kaikki oli lähetetty, kului 3 päivää ja tuli ilmoitus:

"We would like to inform you that your withdrawal has been cancelled by the payments department and the amount of €600.00 has been removed from your balance due to the breach of the following Terms & Conditions:

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if: i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN") ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

Please note that the amount of €100.00 remains in your balance.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team

"

Minulla ei ole vpn käytössä, ja ainoa bonus mitä pelasin, oli tilille ilmestyneet ilmaiskierrokset 2 päivää sen jälkeen kun olin tehnyt tuon kotiutuksen.

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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.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino with your 100€ deposit? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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 kyr-12,

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.

Hei,

Pelasin sekalaisesti eri pelejä sekä vedonlyöntiä. Casinossa pääsääntöisesti book of the fallenia, legacy of deadia, sekä epic bullets and bounty peliä, jossa tein minimipanoksen bonusostoja. Minulla ei kuitenkaan ollut missöän vaiheessa aktiivisia bonuksia käynnissä sillä ajalla kun voitin.

Talletin 2 kertaa 50€, joista ensimmäiselle tuli automaattisesti haluamattakin jokin ensitalletus bonus. En voittanut mitään ja pelasin saldon nollaan. Sen jälkeen tein toisen 50€ talletuksen, johon tallettaessani varmistin, että ei varmasti tule mitään bonusta. Pelasin tuon 50€ yhteensä varmaan 20 kertaa ympäri (Minulla oli parhaillaan voittoja yli 1000€) , joista ehdin pelata 300€ takaisin tuon viikon kestävän kyc-säädön kanssa. Kun tili oli lopulta varmistettu, tein 700€ kotiutuksen. He ilman järkevää syytä poistivat siitä 600€ ja palauttivat 100€.

Eli alunperin tekemässä valituksessani olen kirjoittanut väärin. Maksamatta jäänyt valitussumma on 600€

Sen jälkeen kun laitoin teille tämän pyynnön, riseofbets vastasi viestiini jossa kysyin syytä, että mitkä oli syyt seuraavalla tavalla:

Thanks for your reply.

You wrote: (translated)

At the casino, mainly book of the fallen, legacy of dead, and epic bullets and bounty, where I made minimum bet bonus purchases.

Could you please clarify whether you bought bonus features available in game?

Please let me know.

I played those four shots to freedom with 0,10€ bet = 20€ / bonus buy

Dear kyr-12,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Hello kyr-12,

I’m sorry to hear about the difficulties you’ve been experiencing. My name is Barbora, and I’ll be handling your complaint from this point onward. As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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 kyr-12,

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear i mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

In the meantime, I recommend contacting the Malta Gaming Authority (MGA) and submitting a complaint through their website at https://www.mga.org.mt/player-hub/lodge-a-complaint/. The Gaming Authority has more options and tools to assist players.

You can find more information on how to correctly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

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 barbora.p@casino.guru.

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

Best Regards,

Barbora

Casino Guru