Rise of Bets Casino - Pelaajan kotiutus on peruttu.

Hello,

I would like to submit a complaint regarding a cancelled withdrawal at Rise of Bets.

My account was verified (KYC) after an earlier withdrawal attempt had been cancelled and documents were provided as requested.

A €1,000 withdrawal submitted on 17.04 was approved and paid on 22.04 after verification. A second €1,000 withdrawal submitted on 18.04 was later cancelled on 28.04 and the amount removed from my balance.

The main winnings (~€2,500) were generated through regular real-money gameplay on Wild West Gold Megaways by Pragmatic Play. A deposit promotion including 800 free spins was available on the account, but the free spins had not been used at the time the winnings were generated or at the time of the first withdrawal. The free spins were played only after the first €1,000 withdrawal had already been paid. The second €1,000 withdrawal was still pending at that time. The free spins did not generate any separate withdrawal or cashout claim.

The casino has provided only a general reference to its Terms and Conditions (including bonus abuse, fraud, and unfair advantage clauses), without specifying which exact rule was allegedly breached or how it applies to my account activity.

I am requesting a full review of the decision and clarification of the specific grounds on which it was based.

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,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand the situation, I would like to ask you a few additional questions:

• Could you please confirm whether any bonus was active on your account at the time you were playing Wild West Gold Megaways and accumulating the €2,500 winnings?
• If the 800 free spins bonus was available on your account at that time, was it already activated, or did you activate it only after completing your gameplay and requesting the first withdrawal?
• Could you please provide a screenshot or a link to the bonus you used?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika,

-No bonus was active on my account while I was playing and accumulating the winnings. These winnings were obtained through regular real-money gameplay.

-The 800 free spins bonus was not active at that time. I activated and used the free spins only after my first withdrawal had already been completed and paid out.

I have sent all necessary supporting information to you by email.

Best regards,

Hippa

Thank you for your email and for your response.

Please contact the casino via email and request your full gaming history in Excel format, covering the period from 16 April (when you made the deposit used to accumulate your winnings) up to the moment your winnings were confiscated. Once you receive the file, kindly forward it to me at veronika.f@casino.guru.

Additionally, please send me a screenshot of your bonus history.

Thank you in advance for your cooperation.

Hi,

I have now forwarded the latest correspondence from the casino by email.

The casino confirmed that my GDPR data request (full gaming history in Excel format and bonus history) has been escalated to the relevant department, and they stated that the requested information will be provided within 30 days.

At the moment, I am waiting for the casino to provide the requested documents.

Thank you for your emails. Have you received any updates from the casino in the meantime regarding your request?

Once you receive the gaming history, kindly forward it to me at veronika.f@casino.guru. I appreciate your patience and cooperation.

Hi,

The casino provided the necessary information and I have forwarded the files via email.

Dear Hippa

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Thank you for the update, Veronika.

I only noticed your response now, as I unfortunately did not receive an email notification about it.

I appreciate all your help so far and I will wait for further updates from Michal.

Kind regards,

Hippa

Hello Hippa,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite Rise of Bets Casino to join the conversation.

Dear Rise of Bets Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for a independent review.

Thank you in advance.

Hello Michal.

I appreciate your assistance and review of the case. I will wait for further updates.

I also noticed that I unfortunately have not received email notifications for several recent responses, so I only saw your message now when checking the complaint page manually.

Kind regards,

Hippa

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Hippa,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/).

You might find our article How to submit a complaint to a regulator | Casino Guru useful.

Please let me know if and how they responded at michal.k@casino.guru if you try this option.

Regrettably, this is where any potential assistance from our end concerning your case concludes. For future reference, I would recommend reviewing a casino’s rating and player feedback before registering, and choosing reputable operators with strong ratings whenever possible. This can help reduce the likelihood of encountering similar unpleasant situations.

Best regards,

Michal

Casino Guru