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Hello,

I am hoping that someone can help or point me in the right direction.

I have had no luck receiving any response from Rooster.bet after over a month of trying to contact them via email.

I am forwarding my full email thread with Rooster.bet support (including all replies and attachments) for your review and mediation assistance.

Brief Summary:

I received a no-deposit bonus (Daily Free Spin - 8 Free Spins) on January 15, 2026.I met all wagering requirements and had approximately $100 in cleared funds.

I continued playing with those funds (no active bonus) and won ~$1,400 CAD from a legitimate spin.Rooster.bet denied the withdrawal, confiscated excess winnings above 75 CAD, citing a persistent max cashout limit on no-deposit bonuses (even post-wagering), as per their Term 1.8.

Despite my several years as a loyal player with regular substantial deposits, multiple escalation requests (including to support and VIP), and polite follow-ups, they refused any exception or further review.

Last response from them (Nobara, Jan 18, 2026): They apologized but said they must stick to casino rules and cannot meet halfway.

The attached/forwarded thread contains the complete correspondence, including their explanations, my compliance details, and proof of wagering completion.

I believe this is unfair enforcement of the bonus cap, especially given my long-term loyalty and full rule compliance. I kindly request your mediation to help resolve this or pressure the casino for a fair outcome (e.g., release of winnings or goodwill gesture).Please let me know if you need any additional information, such as account details, screenshots (already in attachments), or further clarification.

Thank you for your assistance.

-Justin Bonneville

204.296.9019

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---------- Forwarded message ---------

From: Justin Bonneville <justin@keyknowledge.ca>

Date: Sat, Feb 28, 2026 at 12:36 PM

Subject: Re: Escalation Request: Goodwill Exception for No-Deposit Bonus Max Cashout – Long-Term Loyal Player – Account [justin@keyknowledge.ca]

To: RoosterBet <support@rooster.bet>

Cc: <vip@rooster.bet>

Hello,

I am disappointed that I have not received so much as a response in over a month.Is there any reason that these requests are going unanswered?

-Justin Bonneville

204.296.9019

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On Wed, Feb 18, 2026 at 10:23 AM Justin Bonneville <justin@keyknowledge.ca> wrote:

Hello,

I have not had any response to this request.Please let me know that this has been received and is being reviewed since it has been One Month since I sent this request.

-Justin Bonneville

204.296.9019

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On Thu, Jan 29, 2026 at 5:50 PM Justin Bonneville <justin@keyknowledge.ca> wrote:

Dear Rooster.bet Support and VIP Team,This is a follow-up to my previous emails and our thread (last reply from Nobara on Jan 18, 2026).I understand the need to follow casino rules, including the no-deposit bonus cap. However, as a long-term player with several years of regular deposits, I'm disappointed no exception was considered despite the terms mentioning possible ones for loyal players.Could you please escalate this to management or the VIP team for a quick review? I'd appreciate any update or resolution soon, as I'd like to continue playing and depositing on the platform.Thank you for your help.Best regards,Justin Bonnevillejustin@keyknowledge.ca204.296.9019Winnipeg, Manitoba, Canada

On Mon, Jan 19, 2026 at 3:44 AM Justin Bonneville <justin@keyknowledge.ca> wrote:

Dear Rooster.bet Support, VIP, and Management Team,

I hope this email reaches you well. I am following up on ourrecent correspondence regarding my withdrawal request.

My account username is registered under this email. As I'vementioned previously, I've been a dedicated and loyal player on Rooster.bet forseveral years, with a history of regular and deposits totalingsignificant amounts over that time. I've always appreciated the platform's gamevariety, promotions, and overall experience, which is why I've continued tochoose Rooster.bet as my go-to site despite other options.

To recap the issue: On January 15, 2026 (at 01:08 UTC), I received the "Daily Free Spin - 8 Free Spins - Result bonus." I played responsibly, adhering strictly to all rules: never exceeding maximum bet limits, using only eligible games, and fully completing the wagering requirements. My balance initially grew to around $30 from the spins, then to approximately $100 after meeting wagering. At this point I had met wagering and I wholeheartedly believed the money in my account was in the free and clear. I did not understand at the time the no deposit rules. I initiated a $100 withdrawal, but due to processing delays, I canceled it and continued playing, leading to a

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.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

1.8. The maximum withdrawal limit from a no-deposit bonus, including no-deposit free spins, is €50 (50 EUR, 50 USD, 75 CAD, 75 AUD, 75 NZD, 500 NOK, 1000 ZAR, 0.00120000 BTC, 0.030000000 ETH, 0.90000000 LTC, 0.25000000 BCH, 750.00000000 DOG, 50.00000000 USDT, 125.000000 XRP, 0.20000000 BNB, 200.000000 ADA, 700.000000 TRX). This maximum win restriction persists even after the completion of the wagering requirement. The maximum you will ever be able to withdraw from funds associated with a no-deposit bonus is €50. Exceptions can be made for loyal players, and in such cases, the maximum win amount may be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit. The maximum you will ever be able to withdraw from play with funds associated with a no-deposit free bet is equal to the amount of winnings received after using the free bet. Example: a player received a no-deposit free bet for 10 EUR/USD. He placed a bet with odds of 2, won and received 10 EUR/USD on his account. This amount is available for withdrawal without any restrictions. An exception can be made for loyal players, and in case of winning, the maximum withdrawal amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cash out limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear jbonneville,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru