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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.

Hello Jean,

Thank you for your response. I would like to clarify the situation as precisely as possible.

Regarding the disputed bonus, on 28 June 2026 at 09:17, I made a real-money deposit of €84. A 50% deposit bonus was activated in connection with this deposit, corresponding to €42 in bonus funds.

I then cancelled this bonus without ever using the bonus funds.

This is why my transaction history shows the bonus entries at €0.00. The screenshot shows:

"Bonus Credit €0.00" at 09:17 on 28 June 2026

"Bonus Debit €0.00" at 10:23 on 28 June 2026

My understanding is that these €0.00 entries reflect the fact that the bonus was no longer active and that I had not used the bonus funds. When I cancelled the bonus, the €42 bonus amount was removed, and I continued playing with my €84 real-money deposit.

I want to be very clear on this point: I did not play with the €42 bonus funds. After cancelling the bonus, I continued playing with my real-money balance.

As I won money, I progressively submitted withdrawal requests of €1,500 each. Four withdrawals of €1,500 were accepted by the casino, meaning that a total of €6,000 in withdrawals was accepted.

After these withdrawals, I still had funds remaining in my casino account. I continued playing and was fortunate enough to win more. Eventually, my balance reached approximately €29,000.

It was only after my balance had reached this level that the casino removed €28,669.64 from my account, claiming that the bonus terms — specifically the 10x deposit maximum cashout rule — still applied.

This is the core of my complaint:

I had cancelled the €42 bonus before using the bonus funds. The €42 bonus was removed. I continued playing with my real-money balance. The casino had already accepted four withdrawals of €1,500, but once my balance reached nearly €29,000, it confiscated €28,669.64 by claiming that the cancelled bonus conditions still applied.

After the confiscation, the casino ultimately allowed me to withdraw only €840.

I repeatedly asked the casino a very simple and specific question:

Please show me the exact clause in your Terms and Conditions stating that, when a player cancels a bonus before using the bonus funds, the 10x maximum cashout restriction continues to apply after cancellation.

The casino did not show me such a clause.

Instead, after I insisted on being shown the exact contractual provision, my account was permanently closed, and I lost access to my account, transaction history, and other information.

I would also like to emphasize that my account had already been fully verified before these events.

I can provide the following supporting evidence:

screenshot of the €84 deposit on 28 June 2026;

screenshot showing the Bonus Credit €0.00 entry at 09:17;

screenshot showing the Bonus Debit €0.00 entry at 10:23;

screenshots of the withdrawal history;

evidence that four €1,500 withdrawals were accepted;

screenshot of the €28,669.64 balance adjustment/confiscation;

screenshot showing the remaining balance of approximately €840;

chat communications in which I asked the casino to identify the exact contractual clause;

evidence that the casino permanently closed my account instead of providing the requested clause.

I am also willing to provide the bonus terms that were available on the casino website so that Casino Guru can independently review whether any clause actually states that the 10x maximum cashout restriction survives the voluntary cancellation of an unused bonus.

Thank you very much for your assistance and for reviewing the evidence.

Kind regards,

Dear moko7700,

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, Jana, (jana.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,

Jean

Dear moko7700,

I am sorry to hear your account got blocked. I will contact the casino and try to resolve the issue as soon as possible. Now I would like to invite a Romus Casino representative to join this conversation and participate in resolving this complaint.

Dear Romus Casino,

could you please state why the player's account got blocked? Could you please provide us with the evidence? You can put the statement here and paste the evidence here or send it to my email address jana.k@casino.guru. Thank you in advance for providing the information.

Kind regards, Jana

Dear Jana,

Thank you for contacting Romus Casino.

I would just like to clarify that, although the closure of my account is an important part of my complaint, the main issue remains the confiscation of €28,669.64 in winnings.

My main request is therefore for Romus Casino to justify the confiscation of these winnings and, specifically, to identify the exact bonus term that they claim allowed them to maintain the 10x maximum cashout restriction after I cancelled the €42 bonus without using the bonus funds.

The subsequent closure of my account occurred after I repeatedly asked the casino to show me this specific contractual provision.

Thank you again for your assistance.

Kind regards,

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 moko7700,

I hope this message finds you well. I wanted to inform you that I have made several attempts to reach out to the casino, unfortunately, without success. I understand how frustrating this situation must be for you, and I empathize with your concerns. Regrettably, without cooperation from the casino, there is limited action we can take at this time. I will be marking your complaint as "unresolved" in our system. I recognize that this is not the resolution you were hoping for. However, the impact on their rating due to unresolved complaints may encourage the casino to change its approach. Should they choose to respond, we will reopen your complaint and notify you via email. In the meantime, I would recommend contacting the Anjouan Gaming Authority (as listed on the website) to submit a formal complaint, as they possess more resources to assist players in situations like yours. Please do not hesitate to reach out if you require any assistance with submitting the complaint or if you'd like to share their response once you manage to contact them (jana.k@casino.guru). I sincerely apologize for not being able to provide more assistance on this occasion.

Best regards,

Jana