Rollero Casino - Player's winnings have been confiscated.

I am requesting Casino Guru's assistance regarding the confiscation of approximately €700 in winnings by Rollero Casino.

I deposited €26 and was offered a 50% deposit bonus of €13. I accepted the bonus and started playing.

During my play, my balance increased significantly. At one point I had approximately €188 and later reached approximately €990.

At that stage, I contacted Rollero's customer support because I

wanted to understand my wagering progress, what was still required to complete the bonus wagering, and whether I could withdraw my funds.

I had conversations with their support agent Lucy, and I relied on the information and guidance provided by her. The complete transcripts of these conversations are attached.

I subsequently continued playing and eventually requested a €700 withdrawal. My balance at that point was approximately €787.

Rollero cancelled my withdrawal and confiscated my winnings, leaving only €26 in my account.

Rollero claims that I violated its Bonus Terms by placing 99 bets above the €5 maximum bet while the bonus was active.

I understand that Rollero's Bonus Terms contain a €5 maximum-bet restriction. However, I do not specifically recall being warned about this restriction when I received the 50% bonus. I deposited and played after the bonus was offered to me by the casino.

More importantly, I specifically contacted Rollero's support before my withdrawal because I wanted to understand the wagering requirements and how I could proceed. I relied on the information provided by their own support representative.

I subsequently submitted a formal complaint to Rollero on 21 August 2026. Rollero has now issued its final response, stating that the confiscation is final and that I violated the Bonus Terms.

However, Rollero's final response does not substantively address the conversations with Lucy or explain whether the information provided by its own support representative was considered when making the decision to confiscate my winnings.

I am therefore asking Casino Guru to independently review the situation, particularly:

The conversations I had with Lucy and the guidance provided by Rollero's support.

Whether I was adequately informed of the €5 maximum-bet restriction before and during my play.

Whether Rollero's support provided information that could reasonably have influenced my subsequent actions.

Whether confiscating the entirety of my winnings was justified in these circumstances.

I am not claiming that the €5 rule did not exist. I am asking for the circumstances surrounding its application to be reviewed, especially considering that I contacted the casino's own support specifically to understand how to complete the wagering requirements and withdraw my funds.

I can provide the complete betting history, CSV records, withdrawal information and any other evidence required.

I have attached:

The two complete chat transcripts with Lucy;

• Rollero's final response to my formal complaint.
• I would appreciate Casino Guru's assistance in reviewing this case and contacting Rollero for its position.

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.

Hello,

I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 400 RUB, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in the Fair Gambling Codex

https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is attila.g@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Attila