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I used a bonus and my winnings were capped at 1x the bonus amount, even though this wasn't mentioned anywhere. Neither in the terms and conditions nor in the bonus email.

Ich habe einen Bonus gemacht und meine Gewinne wurden auf 1x des bonus gecapped obwohl das nigends gesagt wurde. Weder in T&C oder in der email des Bonuses.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of the bonus you activated and played with, or provide a link to it? Was it a deposit bonus or a free no-deposit bonus?
• How did you find this bonus? Was it available directly on the casino website, sent to you via promotional email, or found on a third-party website?
• Were your winnings capped automatically after you completed the wagering requirements, or were they capped only after you submitted a withdrawal request?
• Which games did you play while the bonus was active?
• Have you contacted customer support to inquire about the applied win cap? If so, what explanation did they provide?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello,

It was a regular bonus that was offered to me via email.

My balance was limited immediately after fulfilling the wager.

I played Burning Chilli X and Wild Tiger.

I contacted support, but they only said that it's a maximum of 1 win, and when I asked why this wasn't specified anywhere, they dodged the question and said I should have asked in the chat beforehand.

Hallo,

Es war ein regulärer bonus welcher mir durch eine email angeboten wurde

Meine balance wurde direkt nach erfüllung des wagers begrenzt.

Ich habe buring chilli x und wild tiger gespielt.

Ich habe den support angeschrieben aber dieser hat nur gesagt das es halt 1x max win ist und auf nachfrage warum dieser nirgends ausgewiesen war wurde ausgewichen und gesagt ich hätte im chat vorher nachfragen sollen.

Please forward me the original promotional email at veronika.f@casino.guru. Kindly include the communication with customer support regarding the applied cap as well. Thank you for your cooperation.

I have forwarded all relevant emails to the specified email address. Thank you for your efforts!

Ich habe alle relevanten email an die angegebene Email weitergeleitet. Danke für die Bemühungen!

Dear Marco187

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, Michal (michal.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,

Veronika

Thank you so much for your efforts.

Vielen dank für die Mühe

Hello Marco187,

My name is Michal, and I have now taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would now like to invite Roostino Casino to join this conversation.

Dear Roostino Casino,

Could you kindly provide a detailed clarification regarding the sequence of events in this case and specify which publicly available Terms and Conditions, were relied upon when capping the player's bonus winnings?

As the player has pointed out, the promotional email does not appear to contain any reference to a maximum win limitation associated with the bonus. Based on the information currently available, it is therefore unclear how the player could have been reasonably informed of this restriction before participating in the promotion.

We would appreciate clarification on the legal and contractual basis for the application of the winnings cap, as well as any supporting evidence demonstrating that the relevant limitation was clearly communicated and accessible to the player at the time the bonus was claimed.

If there are any additional factors influencing this situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru for an independent review.

Thank you in advance.

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.