Rollero Casino

Case summary

The player from Austria believes that Rollero wrongfully confiscates a large portion of his winnings after he fulfilled the wagering requirements for a manually credited 'GW Bonus.' Despite increasing his balance to approximately €1,100 and requesting a withdrawal, only €200 is paid out, with the rest confiscated. He requests a thorough review of the bonus terms and conditions and provides evidence to support his case.

Discussion

Public

Petera

Bronze

Austria

Public

1 week ago

Original

Translation

I request that my case be reviewed, as I believe that Rollero has wrongfully confiscated a large portion of my winnings.

I was already an existing customer and had deposited and played around €1,000 before receiving the bonus. After losing a significant amount, I contacted support. The representative checked my account and then manually credited me with a €20 bonus. This was not a bonus that I activated myself through a public promotion.

The bonus was displayed in my account as "GW Bonus" and not as "No Deposit Bonus". The wagering requirement was 40x, i.e., €800, which I fully met. The bonus was then activated and my balance converted to real money.

I continued playing with this real money and increased my balance to approximately €1,100. Then I requested a withdrawal.

However, Rollero later discovered that only €200 would be paid out and the remaining winnings would be confiscated.

I consider this decision unfair for the following reasons:

● The bonus was credited to me individually and manually by support after my account was checked.

● The bonus was explicitly designated as a "GW Bonus" and not as a "no deposit bonus".

● I have properly fulfilled the full sales requirement.

● After fulfilling the wagering requirements, the bonus was completed and the balance was converted into real money.

● At no point was I clearly informed that this individually awarded bonus would be limited to a maximum win of €200 despite fulfilling the wagering requirements.

I therefore request that you investigate whether Rollero has correctly applied the bonus terms and conditions to this individually awarded GW bonus. Should the casino believe that a winnings limit applies, I request a comprehensible explanation as to why this bonus was treated like a standard no-deposit bonus.

I can provide all the necessary evidence, including the support chat, the "GW Bonus" entry, proof of fulfilled turnover requirements, and the notification of the reduced payout.

Ich bitte um die Prüfung meines Falls, da ich der Ansicht bin, dass Rollero einen Großteil meines Gewinns zu Unrecht eingezogen hat.

Ich war bereits Bestandskunde und hatte vor Erhalt des Bonus bereits rund 1.000 € eingezahlt und gespielt. Nachdem ich einen erheblichen Betrag verloren hatte, kontaktierte ich den Support. Der Mitarbeiter prüfte mein Konto und schrieb mir anschließend manuell einen Bonus in Höhe von 20 € gut. Es handelte sich nicht um einen Bonus, den ich selbst über eine öffentliche Aktion aktiviert habe.

Der Bonus wurde in meinem Konto als „GW Bonus" angezeigt und nicht als „Bonus ohne Einzahlung" oder „No Deposit Bonus". Die Umsatzanforderung betrug 40×, also 800 €, und wurde von mir vollständig erfüllt. Anschließend wurde der Bonus abgeschlossen und mein Guthaben als Echtgeld geführt.

Mit diesem Echtgeld spielte ich weiter und erhöhte mein Guthaben auf etwa 1.100 €. Danach beantragte ich eine Auszahlung.

Später stellte Rollero jedoch fest, dass lediglich 200 € ausgezahlt werden sollen und der restliche Gewinn eingezogen wird.

Ich halte diese Entscheidung aus folgenden Gründen für unfair:

● Der Bonus wurde mir individuell und manuell durch den Support nach Prüfung meines Kontos gutgeschrieben.

● Der Bonus wurde ausdrücklich als „GW Bonus" bezeichnet und nicht als „Bonus ohne Einzahlung".

● Ich habe die vollständige Umsatzanforderung ordnungsgemäß erfüllt.

● Nach Erfüllung der Umsatzbedingungen wurde der Bonus abgeschlossen und das Guthaben in Echtgeld umgewandelt.

● Zu keinem Zeitpunkt wurde ich eindeutig darauf hingewiesen, dass dieser individuell vergebene Bonus trotz erfüllter Umsatzbedingungen auf einen maximalen Gewinn von 200 € begrenzt sein soll.

Ich bitte daher darum zu prüfen, ob Rollero die Bonusbedingungen auf diesen individuell vergebenen GW Bonus korrekt angewendet hat. Sollte das Casino der Auffassung sein, dass eine Gewinnbegrenzung gilt, bitte ich um eine nachvollziehbare Erklärung, warum dieser Bonus wie ein gewöhnlicher Bonus ohne Einzahlung behandelt wurde.

Ich kann sämtliche Nachweise vorlegen, darunter den Support-Chat, den Eintrag „GW Bonus", den Nachweis der erfüllten Umsatzanforderung sowie die Anzeige der gekürzten Auszahlung.

Automatic translation:

Public

Attila

Complaint Specialist

Public

1 week 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.

Public

Attila

Complaint Specialist

Public

1 week ago

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Rollero Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Sensitive attachment

Petera

Bronze

Austria

Sensitive attachment

1 week ago

Original

Translation

No. At no point was I informed that a profit limit would still apply after fulfilling the wagering requirements. I assumed that the bonus would be complete once the wagering requirements were fully met.

Yes. During the bonus period, my balance was split between real money and bonus balance.

After I had fully met the wagering requirements, the bonus was marked as completed and the bonus balance disappeared. The balance I subsequently used to continue playing was displayed as real money, i.e., withdrawable funds.

Automatic translation:

Public

Attila

Complaint Specialist

Public

3 days ago

Hello,

Thank you for your reply.

Could you please confirm approximately how much you had in your balance immediately after completing the wagering requirements of the bonus, before you continued playing with the funds?

Best regards,

Attila

Waiting for approval

Petera

Bronze

Austria

Waiting for approval

3 days ago

Original

Translation

Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

Rollero Casino - Player's winnings have been confiscated.

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Case summary

Waiting for approval

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