The player from Chile filed a formal complaint regarding the unjustified confiscation of his winnings obtained through a free spins promotion. After completing the required rollover, he requested a withdrawal, but the casino removed his entire balance without explanation, citing a vague clause in their terms. He sought a thorough review of his gaming history or the refund of his winnings. We asked him for verification details, bonus information, and communication with the casino, but he did not respond to our messages or reminder. As a result, the complaint was closed at that time due to lack of cooperation, and no further investigation could be carried out.
RojaBet Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: $50,000 CLP
RojaBet Casino
Safety Index 2.4 Very lowCase summary
Discussion
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4 weeks ago
Translation
I am filing this formal complaint against the casino due to the unjustified confiscation of my legitimate winnings obtained through a free spins promotion. The casino awarded me a free spins bonus that included a 35x rollover requirement. I played completely regularly, won money, and went through the demanding process of wagering the accumulated balance the 35 times required by the platform to convert the balance into real money. At no point did I use any excluded games (which were not explicitly marked as prohibited on the game interface) nor did I violate any wagering rules. Once I successfully completed the rollover, I proceeded to request a withdrawal of the money I had legally won. However, the casino rejected my payment request and proceeded to remove the entire balance from my account without giving me any explanation or providing a technical reason. Upon reviewing the casino's terms and conditions, I found that they are hiding behind a clause that stipulates that "the casino is permitted to remove the bonus without recourse." I believe that the unilateral and unjustified application of this rule is an abusive practice and a complete lack of transparency towards the player. It is unfair that a user meets the difficult statistical requirements imposed by the casino and then, upon winning fairly, has their money arbitrarily confiscated. My request: I demand that the casino thoroughly review my gaming history, provide a genuine technical justification based on facts (and not on an ambiguous unilateral cancellation clause), or, failing that, proceed to refund the funds I won in accordance with their own terms. I have attached the relevant evidence regarding the case and the reason my account was blocked. I await Casino Guru's mediation. Thank you very much.
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear KamminFlores87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Did you pass the verification before you lost access to the account?
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Could you please post a screenshot or provide the link to the bonus used?
- Could you please share with me your communication with the casino regarding the confiscation of winnings and blocking of account? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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2 weeks ago
Dear KamminFlores87,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Jean
Casino.Guru
