RodeoSlot Casino - Player's account has been closed and winnings are withheld.

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Dear NitaVa,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’ve encountered.

Thank you for providing a detailed description of the situation, including transaction IDs and the timeline — this is very helpful for our initial understanding. From what you’ve described, the key issues appear to be the missing withdrawal, the repeated change of status to "Paid" without funds being received, and the subsequent account suspension.

In order for us to proceed with the investigation, I would like to kindly ask you to clarify a few important points:

• Were your winnings generated using a bonus or solely from real money play? If a bonus was involved, could you please specify which one (including its conditions, if available)?
• Could you please confirm which games you were playing (e.g., slots, live casino, table games), and whether your gameplay was consistent with standard play (no use of strategies that might be restricted by the casino’s terms)?
• Have you requested a transaction confirmation (such as ARN or payment receipt) directly from the casino, and did they respond?
• Were there any recent changes to your account details, such as payment method, personal information, or device/location used to access the account?

These details will help us determine whether the issue is related to payment processing, account review procedures, or a potential breach of terms.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Dear Petronella,

Thank you for your prompt assistance.

To answer your questions:

1. Bonus Games: I do not recall playing any bonus games. Even if I had in the past, I always cancelled them before requesting a withdrawal, as the amounts were negligible compared to my winnings. I have always been mindful of the rules, such as wagering requirements. I believe that if there had been an issue in this regard, the withdrawal would not have been approved in the first place. (While the status in my account was marked as "Paid," I never actually received the funds in my bank account. Later, following my complaint, the transaction was cancelled due to alleged "technical errors.")

2. Withdrawal Attempts: I was asked to initiate a new withdrawal, which I did. However, the winnings still did not arrive at my bank, despite the status showing as "Paid" in my account again. I have tried to resolve this via chat and email multiple times, but I received no substantive response, and eventually, my account was suspended. (I have screenshots and emails to document all of this.)

3. Games Played: The majority of my winnings were from the following games: Big Bass Christmas, Big Bass Bonanza, and Big Bass Splash.

4. Transaction Proof: I have repeatedly asked RodeoSlot Casino to provide a transaction confirmation for the transfer, but they have refused. Consequently, I cannot even verify if the payments were actually initiated. My bank shows no record of any rejected or incoming transactions that would prove an attempt was made.

5. Account Details: Regarding whether there were any changes to my profile, payment details, or location: No changes occurred. I have never entered an incorrect password, as I use the app on my phone and stay logged in. My name, address, phone number, email, and all personal data remain the same.

I have successfully received winnings to this account before. On one occasion, I was asked for an alternative account number; I completed the document and credit card verification process then without any issues and received the funds. Now, however, I am at a loss. It has been three weeks and I still do not have access to my winnings, even though according to the casino’s own policy, the funds should have arrived within 5 business days.

I hope these answers provide the necessary information to resolve this issue quickly so that I may finally receive my winnings.

Best regards, Anita

Hi NitaVa,

Please accept my apologies for the delayed reply, and thank you very much for your detailed response — I truly appreciate the time you took to clarify everything.

I’m sorry to hear that the situation is still unresolved, especially given that you have already followed all the required steps and even had successful withdrawals in the past.

Before we proceed further, I would like to kindly ask you to clarify a couple of additional points:

• Could you please confirm whether you have ever received any winnings from this casino in the past (successfully paid out to your account)? I understand that you mentioned receiving winnings to your account, but could you please confirm whether those were also from this casino?
• Also, have you at any point used a VPN, IP masking service, or accessed your account through a public network (such as public Wi-Fi)? I’m asking this because casinos sometimes flag accounts for additional security checks or restrictions if there are inconsistencies in IP addresses or locations, which could potentially explain the sudden suspension.

Thank you in advance.

Dear NitaVa,

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.