Roaring21 Casino - Player is struggling to withdraw his winnings.

Isn't it strange that you can withdraw money because you won, but you can't?

Dear butei241001,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Please understand, without verifying your account, you won’t be entitled to any withdrawals.

Looking forward to hearing from you.

Best regards,

Tomas

My account was accidentally closed. I can't withdraw money anymore.

I was given an unreasonable excuse and could not withdraw even though my account had been authenticated.

Dear butei241001,

Could you please advise how long were you a player of the casino and when exactly was your account blocked? How did you learn about your account being blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

2 weeks.

The balance has disappeared from my account, rather than being blocked. Playing slots only.

Dear butei241001,

Could you please explain what is the reasoning for the casino to confiscate your balance? If you have any communication directly from the casino, please forward the information to my email at tomas@casino.guru

I hope you are well.

The Cashier Team have reviewed your withdrawal request and have performed a

game check as we do with all withdrawal requests. Unfortunately, it has been

deemed that there has been a breach of our max bet rule and due to this the

winnings have been void.

We have a max bet rule in place whilst playing with an active playthrough of $10.

Unfortunately, you have bet over this amount whilst in your playthrough and

breached the terms.

You can read the full terms on the website at any time, but I have enclosed the related

terms below; As of fair gaming importance, there is a limit on maximum bet size allowed to be placed during the playthrough of any promotion bonuses (including cashback offers). $10 is the maximum bet amount permitted unless specifically stated otherwise. Betting above $10 during an active playthrough will result in any winnings voided.

If you have any queries or questions the support team are here for you 24 hours a day

so, please don't hesitate to contact us.

Good luck in your games 🍀.

Kind regards,

Casino Host

In addition, such a thing was not written when I received it.

Thanks for the update.

I checked the casino website and the maximum bet rule is mentioned in every bonus available for me to check, for example:

Could you please specify which bonus have you redeemed and how were you informed about its rules? Also, could you please advise how often have you made bets about this amount? Have you bet repeatedly above $10 while wagering the bonus?

It's been more than two weeks since then.

I see no signs of a solution.

Dear butei241001,

Our position on breaching the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

However, if you feel like you have been accused mistakenly, feel free to forward me your game history. My email address is tomas@casino.guru

Thank you in advance for your reply.

Dear butei241001,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.