The player from Portugal faced issues with bonus winning limits in the casino. After meeting the wagering requirements for a bonus, he discovered that only a small portion of his winnings was transferred to his real money balance, and he could not withdraw the remaining amount. He claimed that the bonus terms were misleading and not transparently communicated. The Complaints Team was unable to proceed with further investigation or provide solutions due to a lack of response from him, resulting in the closure of the complaint.
Rolldorado Casino - Player's winnings from bonuses are confiscated.
Closed
Our verdict
Player stopped responding
Amount: €800
Rolldorado Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Bonuses that don't allow all the winnings from the bonus money to be transferred to the real money balance. Only a small part of the winnings from bonus money is transferred to real money! However, it is not possible to withdraw this amount. Note that I made a deposit of €20 and received a bonus of €25, giving me a total balance of €45. I met the wagering requirements of the bonus, i.e. I wagered 40x the bonus amount (40x25), which is €1000! After reaching this amount in bets, the bonus disappeared from the register! My balance, after meeting the requirements, was over €800, and only €89 was transferred to the real money balance! Even so, I tried to withdraw €85 and wasn't allowed to! After confrontation, I was told that the maximum winnings possible with a bonus was 10x the bonus amount! This is not mentioned when the offer is advertised and there is nothing in the bonus information to indicate that the prizes won with the bonuses have a limit! The bonus terms and conditions are misleading and the casino is not very transparent! And even if the prizes won with the bonus money were 10x the value of the bonus, in my case €250 should have been transferred to real money and not €89, as was the case (€25x10=250). I've been blatantly ripped off! It's shameful.
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2 months 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear pjorgebrito,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rolldorado Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please share a link to the bonus you have taken?
- How long have you been a player at this casino, please?
- Have you received a message stating the wagering for this bonus was successfully completed, please?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
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2 months ago
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It was my first time playing at this casino. I made a deposit of €20 and received a bonus of €25.
I received a message informing me that I had already met the bonus requirements. After receiving this message, the reference to this bonus disappeared from the bonus list. I continued to play, reaching over €800 in bonus balance...
... however, only about €89 was transferred to real money! This doesn't correspond to what you claim, that prizes won with bonus money can only be 10x the value of the bonus! In bonus campaigns, you don't honestly inform players that the prizes won with bonus money have a value limit!
What's more, I tried to withdraw €85 and I wasn't allowed to!
You know what you're doing! Stop being hypocritical and face up to the omission of the bonus conditions and requirements! Even if you meet the wagering requirements, which are very high (40x the bonus amount), you still don't pay the players what they owe!
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2 months ago
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Well, I've already replied, but I'll reply again....
I don't have links, I have screenshots, because you guys, when the bonus requirements are met, the bonuses disappear and don't appear as "bonus requirements met", as they should in a serious casino! But I send the prints...
and I don't send any more, because I'm not allowed to and I'm told that I've reached the limit of prints I can send!!!UNSERIOUS CASINO!
MAYBE THAT'S WHY IT DOESN'T HAVE A SRIJ LICENSE IN PORTUGAL!
DON'T BE FOOLED!!!
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2 months ago
Dear pjorgebrito,
thank you for your reply.
Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots already provided in your messages since some of them have arrived blurry and unreadable.
Please notify me here in the thread once the email has been sent.
Looking forward to your reply.
Katarina
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1 month ago
Dear pjorgebrito,
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 month 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,
Katarina
Casino.Guru
