Romus Casino - Pelaajan voitot on takavarikoitu ja tili suljettu.

I would like to submit a complaint regarding Romus Casino for the confiscation of my winnings totaling €28,669.64.

On 28 June 2026, I deposited €84 and claimed the welcome bonus.

Before winning my main prize, I voluntarily cancelled the bonus. My account history showed that the bonus had been removed from my balance.

After cancelling the bonus, I continued playing with my available balance and eventually won approximately €29,000.

I submitted several withdrawal requests. Instead of processing them, Romus Casino cancelled the withdrawals and deducted €28,669.64 from my balance, claiming that the maximum withdrawal limit of 10 times the deposit still applied.

I carefully reviewed the published Bonus Terms and Conditions.

I could not find any clause stating that, after a player voluntarily cancels a bonus before winning, the 10x withdrawal restriction continues to apply.

Because of this, I repeatedly contacted customer support and asked them a very simple question:

"Please show me the exact article in your Bonus Terms and Conditions stating that, after cancelling the bonus, the withdrawal restriction still applies."

They never answered my question.

Instead, they simply stated that the restriction still applied without identifying any contractual clause.

Today, after I asked them once again to identify the exact clause supporting their decision, Romus Casino permanently closed my account.

My account was closed immediately after I requested proof of the contractual basis for confiscating my winnings.

As a result:

I no longer have access to my account.

I no longer have access to my gaming history.

I no longer have access to my transaction history.

I can no longer communicate with the casino through my account.

I have retained screenshots showing:

my account history;

the balance adjustment of -€28,669.64;

the cancelled withdrawal requests;

my conversations with customer support;

the moment they refused to identify the relevant contractual clause;

the message confirming the permanent closure of my account.

I have also filed a formal complaint with the Anjouan Gaming Authority, the licensing authority under which Romus Casino operates.

I respectfully ask Casino Guru to review this dispute and determine whether Romus Casino’s actions are consistent with its published Bonus Terms and Conditions.

In my opinion, the casino has never identified any contractual provision that justifies applying the 10x withdrawal limit after the bonus had already been cancelled, and instead chose to close my account after I requested that proof.

Thank you for your assistance.

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Dear moko7700,

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 situation.

• Did you pass the verification before you lost access to the account?
• Could you please point out (mark it) where it shows in your account history that bonus had been removed from your balance?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me all relevant communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at jean.s@casino.guru or post screenshots here

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

Hello Jean,

Thank you for your response.

Here are the answers to your questions:

1. Were you able to complete the verification before losing access to your account?

Yes. My account was fully verified before I requested my withdrawals. The casino had already approved my verification.

2. Could you please indicate where your account history shows that the bonus was removed from your balance?

Yes. I have attached a screenshot of my transaction history.

It clearly shows:

* Bonus Credit: €0.00

* Bonus Debit: €0.00

These entries appear before the disputed balance adjustment. This is why I believe the bonus had already been removed from my balance before my winnings were confiscated.

3. Which games did you play to accumulate your balance?

I played only casino slot games.

The main game I played was Big Bass Bonanza, but I also played several other slot games available on the casino.

I did not play live casino games or place any sports bets.

4. Could you please share all relevant communications with the casino?

Yes.

I will send all the relevant emails, chat conversations and screenshots.

I would also like to point out an important fact.

Today, I asked the casino support to show me the exact clause in their Bonus Terms stating that the 10x withdrawal limit still applies after a player cancels the bonus.

Instead of answering my question or providing the clause, they closed my account permanently, making it impossible for me to access my account or any additional information.

In my opinion, this behavior is very concerning because they refused to provide the contractual basis for confiscating my winnings and instead prevented me from accessing my account.

Thank you very much for your assistance.

Kind regards,

Thank you for the clarification.

Do I understand correctly that the two cancelled bonus were deposit bonus? If so, how much was the deposit tied to each bonus?

Could you please post screenshots of the bonus that you received or provide the link to the bonus so we can review the bonus terms applied to those two bonuses?

The casino support said that the max cashout was 10x the deposit so that was why they confiscated your winnings. Could you please clarify approximately how much was left in your account after the confiscation? Were you allowed to withdraw the remaining amount before your account was blocked?

Thank you in advance.