Redrose Casino - Player’s winnings have been cancelled.

An apparent irregular bet of 1 instance has caused the casino to withdraw my withdrawal request of 2800 euros and been confiscated. I've complained directly to them and an apparent investigation has been done but they wint send me a copy of paperwork and upheld the decision of irregular bets on my account. I don't consider buying a feature at 90 euros an irregular bet. Yes it's over 30 percent of the lowest deposit but didn't believe buying said feature would risk me losing 2800 euros in the process and 2500 of that was already asked to be transferred to myself and wasnt a playable balance. Only 300 ish euros was playable at the time therefore why confiscate all 2800 euros. There terms state that irregular bets pleural as in bets not bet as a single count as irregular play. Its worded this way and I never thought a feature would count. 90 euro feature buy. 26.5 euros aloud to be bet as 30 percent giving an over spend of 64 euros 1 time only. Please advise me. I'm tearing my hair out

Dear James,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.redrosecasino.com/general-terms-conditions/?lang=en:

"Betting rules

It is the Player’s responsibility to know the rules of the game where he is placing wager.

The Casino reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play or additional betting rules described in Terms & Conditions.

"Irregular play" includes, inter alia:

Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play.

Placing total bets equal to or greater than 30% of the sum of the comp-points in play.

Using Martingale, double-up, one number betting, hedge betting, Zero Betting, low margin bets and similar systems and strategies and/or abusing the in-game bonus features included but not limited to advantage play on progressive slots."

Could you please confirm that you haven’t activated any bonus when depositing funds into your account and confirm how much was your last deposit? Thank you in advance for your reply.

Best regards,

Petronela

Dear Jjay,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.