Rollero Casino - Pelaajan voitot on takavarikoitu.

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.

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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

Thank you, Attila. I will provide the requested information privately by email.



I would just like to clarify one important point regarding my complaint.

I am primarily a roulette player and I normally play with stakes well above €5. I did not intentionally seek out this bonus. I made my deposit and Rollero offered/applied a 50% deposit bonus to my account. I generally avoid bonuses specifically because of restrictive wagering conditions.

When I realized that I was playing with a bonus and wanted to understand the wagering requirements and whether I could withdraw, I contacted Rollero support and spoke with Lucy. I relied on the information provided by their own representative and continued playing afterwards.

This conversation is, in my opinion, the most important part of my case. Rollero's final response focused entirely on the €5 rule and the 99 bets, but did not substantively address what their own support representative told me.

I understand Casino Guru's position regarding maximum-bet rules. My request is simply that the specific circumstances of my case, particularly the communication with Lucy and the fact that I did not intentionally choose the restrictive bonus, are taken into consideration.

Hello,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello,

I would like to follow up regarding my complaint, as more than 7 days have now passed since the timeline was extended due to Attila's vacation.

I understand that Attila needed some time away, and I appreciate that he has an in-depth understanding of my case. However, I have not received any further update from either Attila or Casino Guru.

Could you please let me know whether there is any update on my case and when I can expect Attila to review the evidence and respond?

Thank you for your assistance.

Dear Player,

Thank you for your patience while we reviewed the information and documents you provided.

After reviewing the circumstances of your case, we have reached our final conclusion. The casino's bonus terms clearly establish a maximum bet of €5 while wagering an active bonus. According to the information provided, this limit was exceeded on multiple occasions while your deposit bonus was active.

As previously explained, we consider maximum bet restrictions during bonus play to be an industry standard and generally accept a casino's right to confiscate bonus-related winnings when this rule is breached. The fact that you may not have been aware of the restriction does not invalidate the applicable bonus terms.

We have also considered your communication with the casino's support. However, we found no evidence that the support agent provided incorrect information regarding the maximum bet or advised you that bets exceeding €5 were permitted.

For these reasons, we have no sufficient grounds to challenge the casino's decision to enforce its bonus terms and confiscate the winnings. We will therefore proceed to reject the complaint.

I understand this is not the outcome you were hoping for, and I am sorry we could not assist you further in this case. Thank you for your understanding.

Best regards,

Attila