Rise of Bets Casino - Pelaajan kotiutus on takavarikoitu.

Dear Casino Guru Team,

I am writing to request your assistance and mediation regarding an issue I have experienced with "Rise of Bets" casino related to the unjustified cancellation of a withdrawal and confiscation of €1797, an amount that has also been deducted from my balance.

The justification provided by the casino is based on an alleged breach of the Terms and Conditions, specifically clause 12.10, which refers to the following situations:

• Use of VPN or IP address manipulation
• Use of forged documents during the verification process
• Bonus abuse
• Fraudulent, collusive activities, or the use of unauthorized software/hardware

I would like to make it clear that I have not engaged in any of these behaviors. Specifically:

• I have not used any VPN or method to alter my IP address. My access to the site has always been legitimate and from my usual location.
• The documents I provided for verification are authentic and legitimate, issued by the relevant authorities.
• I have not abused any bonus offers, nor have I acted in coordination with other players to gain unfair advantages.
• My participation has been completely honest and within the legal and technical framework established by the operator.

Unfortunately, the operator has not provided any concrete evidence to support these accusations, nor have I been given the opportunity to clarify or dispute them before my funds were confiscated and the withdrawal canceled.

Therefore, I respectfully request help to your team in this case and assist me in recovering the withheld funds, as I believe this is an arbitrary sanction with no valid basis in verified facts or evidence.

I am fully willing to provide any additional information necessary to demonstrate my good faith and full compliance with the operator’s rules.

Thank you in advance for your time and support.

Dear player,

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.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please clarify whether the casino specified which particular point of clause 12.10 you allegedly breached, or did they imply that all the listed violations apply in your case?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

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,

Dominika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Dominika, thank you in advance to you and Casino GURU for your cooperation.

Regarding your questions, this is my answers:

1. Have you made successful withdrawals before?

• Yes, I've made withdrawals before without any complications (successful withdrawals).

2. Could you confirm that you have passed the KYC verification?

• Account verification was supposedly already successful, meaning there was no need to repeat this process.

3. Did you accumulate your winnings with or without an active bonus?

• Although I played with the active bonus, the winnings were made without using the bonus money. Therefore, they did not count as bonus money.

4. Could you please clarify whether the casino specified which particular point of clause 12.10 you allegedly breached, or did they imply that all the listed violations apply in your case?

• No, the casino didn't mention in its communication which clause of section 12.10 was violated exactly; it only shared the information as it was shared.

5. Could you share your communication with the casino? Please send emails or chat transcripts to my email: dominika.l@casinoguru, or post screenshots here.

• Of course, I just shared the information I received in my email. I hope it helps.

Once again, I want to thank you for your cooperation. I hope with this information we can successfully conclude this case.

Thank you.

Sincerely,

Tomas

Dear player, thank you for your response and for the information you've already provided.

Have you replied to the email from the casino regarding the confiscation? If yes, did you ask them for clarification about which specific rule you allegedly violated?

Can you still access your casino account now?

Can you specify exactly which bonus you had active at the time you played?

Which games did you play to accumulate the winnings that were later confiscated?

Do you know anyone else who plays at this casino, or who might be connected to your account in any way?

Thank you in advance for your cooperation. The more details you can provide, the better we can support your case.

Dear Casino Guru team,

Thank you for following up and for your interest in helping with this case.

In response to your questions:

I did not reply directly to the casino’s email, as their message was very vague and did not clearly explain how I supposedly violated that rule. If you believe it would help, I’m willing to contact them to request a more specific explanation.

I still have access to my account, although I haven’t used it since the incident.

The bonus I had active at the time of playing was called: "125% Casino Reload up to €500 - min. deposit €25".

The winnings that were later confiscated were earned exclusively through slot games. I did not play table games or engage in live betting, or sport games.

I don’t know anyone else who plays at this casino, and no one is connected to my account in any way. It is used strictly by me.

Thank you again for your support. I remain available should you need any further information to move forward with the case.

Kind regards,

Tomas

Dear player, may I kindly ask if you have since replied to the casino's email or contacted them to request clarification regarding which specific rule from clause 12.10 they believe you have violated? And if so, have they provided any specific explanation?

Dear Dominika and Casino Guru team,

No, I have not replied directly to the casino’s email nor have I contacted them to request clarification regarding clause 12.10. This is because their initial message did not provide any concrete details, and I simply forwarded to them the information I had already shared with you.

If you believe it would be helpful, I can send them a formal message requesting a specific explanation of which part of clause 12.10 they believe I violated and in what way.

I look forward to your guidance on how to proceed.

Kind regards,

Tomas

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you Madaniel for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rise of Bets Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

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.

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/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter