The player from Italy had accepted a 120% bonus from the casino's VIP Manager, under the terms of no withdrawal limits and a max bet of €5. After fulfilling the wagering requirements, the player had increased the bet size and accumulated €3400 in winnings. When he attempted to withdraw, all winnings were confiscated due to a supposed violation of the maximum bet rule, even though it had occurred after the rollover was completed. The player argued that the violation was unintentional and had occurred due to an automatically credited bonus. The casino maintained that the player had violated the terms and conditions by exceeding the maximum bet. After review, we found that the player had technically breached the max bet rule but had not gained an unfair advantage. Despite our efforts to mediate, the casino had refused to pay the winnings. The complaint was marked as 'unresolved', potentially affecting the casino's rating, and the player was advised to contact the Antillephone Gaming Authority.
Rollers Casino - Player's winnings were confiscated.
Black points: 1378
Amount: €3,400
Rollers Casino
Safety Index:Above averageAgainst fair gambling
UNRESOLVED
Case summary
Good day,
I have played at the mentioned casino on numerous occasions, often with little luck.
Given my gaming activity, the VIP Manager (Bella) reached out to me via email, offering a 120% bonus on my deposit. This bonus had no withdrawal limits and a maximum bet of €5. I accepted this bonus and proceeded to fulfil the wagering requirements. I managed to win around €2000, which I increased by placing bets higher than €5 (after the wagering was completed) bringing my total to €3400. When I finally made a withdrawal, my winnings were confiscated and I was only refunded my initial deposit. According to them, I had broken the maximum bet rule, but this only occurred after completing the rollover.
I appreciate your help in advance.
Dear Renegade99,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD/CAD/AUD/NZD, 50 NOK, 350 RUB, 600 JPY, 40 CNY, 0.00012 BTC, 0.0025 ETH, 0.014 BCH, 0.042 LTC, 35 DOGE, 5 USDT, unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).
Our position 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 together with a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
Hi, thank you very much for the help you decided to provide me.
In the meantime I have had several interactions with the casino agents and the VIP Manager, but they really don't want to pay me my winnings, despite my good faith.
I'll explain the situation step by step.
1) I contact the VIP Manager to understand the reason for the confiscation, and he explains to me that I violated the rules on the maximum bet. However, it refers not to the bonus he offered me, but to an alleged LV 3 cashback bonus. I thought he was referring to an old cashback bonus where actually, thinking about it, I could have violated the maximum bet, but I didn't understand how it could be linked to the bonus offered to me by the VIP manager and which originated the winnings.
I then ask for explanations in chat, from a very kind agent, who explains the matter to me.
2) The chat agent explains to me that, while I was playing with my winnings (by now the wager was completed, so I was able to raise the bet), I received a cashback bonus (which I didn't notice!) credited automatically, and for this specific bonus I violated the max bet rule. I explain to him that I didn't really notice this bonus, and that it wasn't right that I was punished for a violation that wasn't done voluntarily.
The agent appears to be cooperative and invites me to send a transcript of the chat with him to my VIP manager, which he would also do with the department that deals with payment.
3) I then write to the VIP manager, who however continues to deny me the winnings, referring to the violation of the terms on the maximum bet. I explain to him that I didn't notice this automatically credited bonus, and that it's not right to confiscate all my winnings for an alleged violation made on a bonus that I didn't request (Could I ever risk €3000 in winnings for a €50 bonus? Impossible!). At this point the VIP manager claims that I would have also violated the 120% credited bonus, but I think it is an excuse invented to deny me the winnings at all costs (He had not previously mentioned this alleged violation). Too bad I can only see the last 50 transactions and can't prove it.
4) Next, I receive the same email in three different languages saying that I would receive my winnings but to pay attention to the terms of the bonus next time. So I rejoice and think it's all over. I ask the VIP manager for confirmation, who tells me that the email was sent by mistake.
Even an email in 3 different languages? I feel really cheated!
The email specifically says that it is possible to receive winnings even if you violate the rules. So why isn't I allowed this opportunity? I have made many deposits on their site, my losses far exceed my wins and I have never misbehaved. I feel so frustrated and treated unfairly.
I sent all the images and the transcript of the chat with the operator via email.
Thank you again for your help.
Thank you for the emails. However, it's essential we obtain your gaming history in Excel format, showing your gameplay from the start you activated the bonuses so that we can check the bets you made. Kindly request the history from the casino, and then forward it to me (veronika.l@casino.guru). Thank you.
Thank you very much, stephenw1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you so much for helping me this far. Happy continuation 🙂
Hi Renegade99,
I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Rollers Casino to join the conversation and contribute to the resolution of this complaint.
Thank you very much for your work! I appreciate your efforts 🙂
Today I received this email:
"Please, note that bonuses are not available for you anymore. From now you can play only for your real money.
You can still make deposits, play and withdraw the funds.
As soon as we see your bonus ratio lowers you'll be able to get our bonuses, open level rewards and also participate in tournaments.
Thank you for understanding!"
I haven't played on this site since they confiscated my winnings and, in general, the majority of my deposits have always been without bonuses.
"Coincidentally", after I wrote the complaint, they barred me from their bonus program. They are behaving more and more meanly.
Hi Renegade99,
Thank you for the update. Let's see what the casino's response will be.
I hope he responds, as there are 21 hours until the timer expires 😕
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.
Hi Renegade99,
The casino seems to have some issues with their email address. I will try and reach out on Skype.
Hello,
Apologies for the late reply. Let me shed some light on the topic of this thread. The player exceeded the maximum bet of 5 EUR with an active bonus stated in the casino Bonus Terms and Conditions, as well as within the specific promotion. Funds obtained during the playthrough with the bonus in question were subtracted with the balance restored to the pre-bonus state.
The customer placed the exceeding bets of 5.2 EUR during the playthrough of the offered bonus named Special VIP 120% bonus. This is a deposit bonus with a bonus code condition, meaning that the customer should not only deposit to receive the bonus but also submit the bonus code, thus accepting the offer and its conditions.
Following the successful playthrough of the Special VIP 120% bonus, they received daily cashback (https://www.rollers.io/vip) during the playthrough of which they have also exceeded the maximum bet.
The issue here is that the VIP manager initially misinformed the player during which bonus playthrough the violation took place. In the meantime, the casino support service erroneously sent an automated email the player mentions in 4).
This, however, does not change the fact that the player has violated the Bonus Terms and Conditions and was treated accordingly. Rollers VIP has also mentioned that the player has been informed about the maximum bet rule several times in the past, yet decided to violate it once again.
Please find the screenshot of the bonus offer attached and the bonus wagering history with bets in violation highlighted in red for your convenience.
Best regards,
Rollers Casino.
Written like this, it seems that I wanted to do it on purpose, and that my intent is to exploit the bonuses to gain an advantage, but this is not the case.
First of all, I want to remind you that I have deposited more than €5000 on your site, in most cases the deposits were made without requesting bonuses, so abusing or violating the terms was certainly never my intention.
It was your VIP manager who contacted me via email and offered me the bonus, I simply accepted the offer, and played as I would have done the other times, being careful not to violate the rules.
You talk about a violation on some spins of €5.20, but from the file you sent me it is clear that there was no benefit from those bets (they all ended at €0) and, if these spins had actually been made , the violation would have been very minimal (we are talking about €1.80 in total). For so little, other sites would pay the winnings without fuss, but you persist with your predatory behavior.
You appeal the violation made to the cashback bonus, but it is not a bonus that I requested, and it was automatically credited to my account while I was playing with my winnings (from the betting history it is evident that the LV3 cashback bonus balance was added automatically to my account balance while playing Monkey Island slot). While I'm playing, should I also worry about suddenly receiving a bonus with the risk of violating the bet for that bonus? It seems absurd to me. (And, in any case, these bets also ended up at €0, so I didn't get any advantage).
And it seems even more absurd to me that you make it seem like a violation on purpose, as if my goal was to violate your terms to gain an advantage.
You appeal to the need to apply the rules in order to create a fair environment for everyone, so why is there a pre-set email that suggests that there is the possibility of withdrawing winnings despite having violated the rules? When should this exception apply, and why shouldn't it apply to me, given that everything was done in good faith?
The incorrect ones were you, who at the first opportunity stole my winnings, obtained legitimately.
I conclude by asking you this: why, after having confiscated my winnings, does your VIP manager offer me another deposit bonus (just to induce me to deposit again) and, after having rejected it (and having refused to make any other deposit), I suddenly receive an email that says you exclude me from any bonus because I would no longer be eligible? One moment they are and the next moment they are no longer? It all seems so absurd to me.
This shows your dishonesty.
However, just to be sure, I went to check.
The maximum bet per spin on the slot in question (D-Day) is €4, how is it possible that I bet €5.20?
The screenshot proves what I say. 
Hi all,
Thank you for your replies.
Dear Rollers Casino team,
I reviewed the game history and here's what happened. While the bonus was active, the player made 77655 bets. 9 bets out of those 77655 were made where the max bet rule was breached by €0,20 each. The result of all these bets was 0. We understand that breaching the maximum bet rule can grant players an unfair advantage, however, this is not the case. Considering these facts, we are convinced that the player should get paid in full.
Thank you so much Peter, thank you for understanding the situation!
I sincerely hope that the casino will rely on common sense and cooperate.
Hello everyone,
As we have found out, the player utilized the "x bet" feature in the game, allowing for larger bets, as shown in the attached screenshots. This feature enables the possibility to place a bet of 5.2 EUR and the player took advantage of it.
Upon creating the account, the player agreed to adhere to our Terms and Conditions. In these terms, it's explicitly stated that The Casino reserves the right to take necessary actions, including confiscating all the winnings if obtained dishonestly or in violation of these rules.
One of them states that any issued bonuses are by default limited to a maximum bet during wagering 5 EUR.
While we understand that oversights can occur, it is obvious that there has been a consistent violation of this rule in the player’s betting history with numerous of bonuses. We are prepared to provide the player’s bet history, which illustrates these intentional infractions conclusively. Furthermore, our VIP manager received an email from the player expressing discontent with these rules, stating that he finds them unfair and expressing a desire not to play under these conditions.
We take our Terms and Conditions seriously to ensure fairness and transparency for all our players, and we do not condone consistent violations of our rules. Therefore, while we regret any inconvenience, the player will no longer be eligible to receive any bonuses, and we reserve the right to confiscate the winnings from any bonus that was wagered in violation of our rules.
Best regards,
Rollers Casino.
You are really good at telling lies and manipulating the reality of the facts. I truly congratulate you.
You say that I took advantage of the xbet function, I probably activated it by mistake, and I was convinced I was making bets at €4. But we are still talking about 9 shots out of thousands, where the overrun is €0.20. It is ridiculous in everyone's eyes that you are invoking this violation to steal my winnings. It almost seems like you're doing it on purpose, hoping that a player will stumble upon a bad bet to steal all the money. I sincerely hope that your income does not depend on this shady behavior of yours.
You say that I have violated numerous bonuses, but I don't know. And if I really did, why didn't you refund my deposit, given the "numerous violations"? Just as you reserve the right to confiscate winnings if a player violates your conditions, then you should reimburse losses in the same way. But let me guess: you don't do this because as long as a player loses, you're fine with that. Your problem is when a player finally wins: then you need to hold on to everything to scrape together a few euros for your coffers. Shameful.
And again: if it is true that I violated numerous bonuses, why did you have the VIP manager contact me to offer me other bonuses? Why didn't you exclude me from the bonuses much earlier? Once again, your reasons make no sense and are contradictory. You are making a fool of yourselves.
The email I wrote to your VIP manager (who among other things didn't bother to reply to my latest messages, but nothing surprises me anymore) is to complain about how I was treated as a loyal player of the site , not because of the bonus conditions (and these are the same complaints I'm making here in public on casinoguru).
Once again you say I made intentional violations, but that's not the case. Anyone reading you would understand that you are in bad faith.
I have won several tournaments on your site (screenshoot), and such tournaments can only be won if you deposit and play without bonuses, with real money. I believe this data alone is enough to understand my gaming activity on your site.
You are giving yourselves really bad publicity. When thousands of casinoguru users read this review and see how you treat your players, they will think twice before signing up. You are alone helping to ruin your image, and this is a terrible marketing strategy for you. But ultimately it's what you probably deserve. 
I want to add one more detail.
This is the email I received from the VIP manager (without my having requested it) who introduced himself to me and who subsequently offered me the bonus which I would have accepted. The date is reported: 03/15/2024, that is, shortly before they stole my winnings.
As the VIP manager herself claims in the email (" I will regularly review your account to find some room for another bonus"), if she offered me that bonus it was because I was deserving. I wouldn't have been contacted by a VIP manager if I had abused other bonuses previously, or am I wrong? It means that for the entire year before that fateful email I qualified by making numerous deposits and without using or abusing bonuses.
So, dear rollers casino, your thesis is leaking on all sides.
"In case of a win, contact me, and I'll be happy to assist you in its fast processing."
(Quoted by Bella): Too bad the only thing she and the other casino members were "happy" about was stealing my winnings. 
Just for completeness, I show all the deposits made from when I signed up to the casino to today.
In total I deposited €5557. And, of all these deposits, only four of them have a deposit bonus associated with them. I repeat, only on FOUR deposits. All other bonuses received are loyalty bonuses received due to my constant gaming activity, tournament bonuses or cashback bonuses. A dishonest player would not have made all these deposits, and would definitely have requested a bonus for at least every deposit made. I therefore continue to maintain that I am entitled to the winnings obtained and that I have been treated unfairly.
The four deposit bonuses received are these (I can't load any other attachments):
Mar 27, 2024, 6:13 pm Apr 3, 2024, 7:13 pm Special VIP 120% Bonus 240 EUR
Bet placed 8,401.26 / 8,400 EUR bet
Mar 20, 2024, 07:05 Mar 27, 2024, 07:05 Special VIP 100% Bonus 91 EUR
Lost 248 / 1,820 EUR bet
Mar 14, 2024, 12:30 Mar 21, 2024, 12:30 SUPER50 - 50% Bonus 45.5 EUR
Lost 294.85 / 1,137.5 EUR bet
Feb 23, 2024, 2.49pm Mar 01, 2024, 2.49pm ROLL77 - 177% Bonus 177 EUR
Bet placed 4,425.04 / 4,425 EUR bet
As you can see, my activity on your site has been constant. I have been playing continuously for almost a year even though I had not obtained any advantages in doing so, and I had not obtained any particular bonuses that encouraged my gaming activity. So you absolutely cannot say that I am a dishonest player. I am a player who used a bonus received via email from your VIP manager, and who simply got lucky, after many deposits and lost games.
Hi Renegade99,
We are still discussing the issue on Skype. I will keep you updated.
A thousand thanks. I hope for good news.
Hi Renegade99,
I would like to request your permission for us to access the email/chat correspondence with the casino due to GDPR. Do we have your consent?
Thank you Renegade99.
Dear Rollers Casino team,
Please forward the requested information.
Hi Renegade99,
I’m afraid I didn't manage to convince the casino to pay you your winnings. We understand that technically the maximum bet rule was breached and the rules are meant to protect the casinos and prevent players from gaining an unfair advantage. However, in this instance, there was no unfair advantage gained because you made 9 overbets out of 77655 bets and didn't win anything from them. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I suggest you contact the Antillephone Gaming Authority (https://casino.guru/licensing-authorities/curacao-license-3) and submit a complaint to them. Even though the result in your case is uncertain, the Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
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