Redrose Casino - The player's winnings were capped.

I sent this email to RedRose casino.

"31. 10 I had free spins for your casino. I won with them and recycled the winnings. I asked the chat how I can withdraw because there was no suitable withdrawal option for me to choose from. The chat told me to make a deposit. I made a deposit of 20 euros and it got a deposit bonus even though I had not selected a bonus . So I couldn't withdraw the free spin winnings right away, but the deposit bonus had to be recycled. I got the bonus recycled and the winnings came. When I made the withdrawal, it said that there were about 998 euros to withdraw. I put in a withdrawal request for that amount. There were still several hundred euros left in the account to play with. Yesterday there were 500 in the account euros. But they disappeared. I want you to explain the matter and pay me 100 euros for the free spins and about 500 euros I won from the 20 euros deposit I made.

RedRose replied:

​Dear Tommy,

Thank you for playing at our casino.

We have already informed you all details regarding your withdrawal in live chat and via email as well.

​

According to the Terms and Conditions of the free bonus that was credited to your account, the maximum allowed withdrawal amount from a free bonus win is 100 EUR.

Therefore, your withdrawal request has been changed to reflect the maximum allowed amount of 100 EUR. Any additional winnings will be removed automatically it's our company policy.

kind regards,

Zoe

Hello Joento50,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Redrose Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if you did finis the wagering of the free spins before you deposited? Was there an option to chose or not to chose a bonus with the deposit?

Are your winnings already gone from your casino account? What did the casino tell you when you explained them the situation?

Looking forward to your answer.

Regards,

Nick

I had wagered the free spin winnings and made a deposit to be able to withdraw the winnings. There was no choice of bonuses. I thought there would be no bonus for the deposit, but it came automatically.

When I had also recycled the bonus, I went to withdraw money. When making a withdrawal, it appeared that 992 euros is the maximum withdrawal. There was more than 500 euros left in the account at the time, but they really disappeared the next day and I received a notification that they would still pay me 100 euros for their kindness. They explained that the deposit I made for the withdrawal, which included a bonus, mixed real and bonus money.

Still, earlier, after the deposit, when I found out that I got a bonus, I started to recycle it. After maybe an hour of playing, I asked how much there is to recycle, the chat answered that 1700. Then I knew how much of the bonus still needs to be recycled.

Hello Joento50,

Can you please confirm that there was no option to chose whether you want the bonus or not with the deposit?

I didn't bother with any choice. Of course I wouldn't have chosen the bonus because I made a deposit to be able to cash out the free spin winnings. On the other hand, my money increased by more than 500 euros after the recycled bonus. The casino just claims that the money got mixed up when the deposit bonus came, even though the money received from the free spins had already been recycled. In addition, they knew when the deposit bonus had been recycled.

Hello Joento50,

We believe that as long as you did finish the wagering of the previous bonus, it should be counted as real money therefore the next bonus should not be affected by it. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Joento50,

I am sorry to hear about your troubles.

Do you remember how much money you had in your account when you deposited the €20?

About 980 euros.

If I understand correctly when you made a deposit, you had €900 from the no-deposit bonus + €20 real money deposit + €60 first deposit bonus, am I right? (300% first deposit bonus).

If this is the situation and you played with €980, you gained an unfair advantage because the €900 you had in your account had a monetary value of €100.

Normally you should play with €100 (winnings) + €20 (deposit) + €60 (bonus).

However, you had €980, so your chances to win more money were significantly greater.

If this happened, I am afraid that the casino is correct and you can only get €100.

Clear. I didn't think it was right that in order to withdraw the winnings from the free spins I had to make a deposit with a bonus, . I recycled the first deposit bonus and the money increased by more than 500 euros. Even if I only get 100 euros out of the 980 euros I got with the free spins, why don't I get anything from the more than 500 euros I won in the forced bonus spins?

Imagine that you are going to the supermarket with your debit card. All you can spend is what you have on the account. And now, imagine you are going shopping with a credit card where you can spend five times more money. You can buy a lot more stuff; however, you will still need to pay.

And now, back to your gameplay:

With a €980 on your account, you probably made higher bets than you would with €180.

Also, if you, during your gameplay, lost €180, then the remaining balance from that point had no monetary value. (because the real money was only that €180 and the remaining balance should be written off)

That is the reason why I believe the casino is right.

Dear Joento50,

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.

Because of what is written above and because Joento50 didn't reply, I am rejecting this complaint.