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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.

Dear Marco187,

Unfortunately, I have not yet received a response from the casino team through our usual communication channels, which is both surprising and disappointing. Nevertheless, I will attempt to contact the casino through alternative means in the hope of obtaining their position on the matter.

As our objective is always to clarify and resolve complaints whenever possible, rather than leave them unresolved, I will extend the timer for a few additional days to allow the casino further opportunity to respond.

I remain hopeful that the casino will provide the necessary information shortly, and I will keep you informed of any developments.

Dear all,

Thank you for contacting us.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Roostino

Dear Roostino Casino,

We look forward to your response and any information you can provide regarding this matter. Ideally, we would also appreciate a reconsideration of the player’s winnings if the issue indeed resulted from unclear or less-than-ideal communication, as currently appears to be the case.

Dear all,

Thank you for your patience while we look into this matter. Our team is currently investigating your case, and we will contact you the moment we have an update.

Kind regards,

Roostino

Dear Roostino Casino Team,

Thank you for your response. However, I must express my concern that despite the considerable time that has already passed, you have still not provided any supporting evidence to substantiate your position.

Given that the decision against the player has been made swiftly, it is difficult to understand why the supporting evidence and explanation required to justify such action is taking an unusually long time to produce. This delay raises legitimate concerns regarding procedural fairness, transparency, and whether sufficient and justifiable grounds existed for the actions taken against the player in the first place.

At this stage, I kindly but firmly request that you either provide the relevant supporting evidence without further delay, together with a clear explanation of the basis for your decision, or alternatively, proceed with releasing the player’s winnings in full if you are unable to substantiate your position adequately.

Prompt action on your side would be highly appreciated and would help ensure that this matter can be assessed fairly and resolved without unnecessary further delay.

Dear All,

We kindly ask the player to check if the bonus is still visible in their bonus history.

Dear Marco187 could you please provide a screenshot of this section from the website?

For your information, our backoffice indicates a maximum release of 1x the bonus amount. According to our system, these same terms and conditions regarding the maximum release should be visible to the customer within their bonus section.

We appreciate your patience and cooperation.

Kind regards,

Roostino

Hello,

As I uploaded before, I couldn't find a Maxwin anywhere.

Thank you very much for your efforts and kind regards back.

Hallo,

Ich habe wie schon zuvor hochgeladen nirgends einen maxwin finden können.

vielen Dank für die Mühe und freundliche Grüße zurück