Rolletto Casino - Player disputes withdrawal restrictions on bonus winnings.

Hi, I was given 10% Cashback on all deposits from this casino, I was awarded €5 from which I deposited €50 and managed to get my balance up to a €950. I tried to withdraw this amount and after a few hours saw that €50 was in my account and €900 had gone from my account. I questioned this in live chat and they say that it was a bonus in which the max withdraw is 10x the bonus amount achieved, hence €50 deposit and €5 bonus. I questioned this as there is a similar bonus on there website that gives 10% cashback on all deposits over €10 with no withdrawal for 10x the bonus amount. I have tried many times to speak to the staff members at Rolletto via live chat but it seems they terminate the chat before I have finished saying what I need to say. I don’t know where else to turn to and feel like it may be a rogue online casino! I have videos and picture to back up my argument but would like to know what you guys think about this. I have €50 in my account and I feel like I am owed another €900

Dear Adski86,

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

I checked the website and found both bonuses there.

For cashback, the cashout is limited to 10x bonus, while for the deposit bonus the limitation for maximum cashout is absent.

"6. Maximum cash out is 10X of bonus amount."

I am afraid comparing the 2 bonuses is inconsequential, as this seems to be the way the casino set up the bonuses for players.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will close the complaint. Thank you for your understanding.

Best regards,

Tomas

Hi Tomas, thank you for the quick reply. What other information is required to help my case?

Rolletto has locked my account and they are saying that if I withdraw the €50 then my account will be back. I asked via live chat they said that it is the companies decision and they can’t provide such information.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Adski86,

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.