Rolletto Casino - Player’s winnings have been capped.

I got 200 free spins for the amount I deposited yesterday.

I ended up winning £66 from the spins.

I then went to play live roulette and won £2400 I kept playing until I got to £2000

I withdraw £1700 they have now rejected the withdrawal removed the funds from my account and left me with a £100 and my account restricted until I accept the £100 withdrawal.

Dear Pipey1983,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify which bonus you activated and played with? Kindly send me the exact link, the promotional email or the screenshots with the bonus along with its Terms and Conditions.

When you won £66 from free spins, were they credited to the real money balance or bonus balance? Was there any pop-up or other warning notifying you of the maximum withdrawal limit for free spin winnings?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi

I just received this email,

the £66 was credited into my cash balance no a bonus balance. There was no pop up of maximum win from free spins. ive never opted into bonuses neither have i used a deposit bonus code. These bonuses are given due to the fact the amount i have been depositing.



Please send the complete email with the free spins offer to my email address at veronika.l@casino.guru. Thank you for your cooperation.

Just sent from my email address

Thank you for your email.

I have checked the Terms and Conditions of Rolletto Casino, and this is what I found regarding free spins:

"NO Deposit " bonuses, free spins, free bets are Company's Gifts and the maximum withdrawal from the mentioned winnings or their subsequent turnover is 100 EUR/USD or equivalent in another currency.

 I understand that you won £66 right after completing the 200 free spins. Could you confirm if you've also finished wagering these winnings? It would also be helpful to know if the winnings from the free spins are subject to any wagering requirements or if they are wager-free. Have you had a chance to check this with customer support?

There is no wager requirements.

I have contacted support they said until I accept the £100 withdrawal my account is suspended

Thank you very much, Pipey1983, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you Pipey1983 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Rolletto Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

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.

Hello Peter,

Thank you for the information provided. As we can see, the user received free spins and "No Deposit" bonuses as Company Gifts. Please note that free spins, free bets, and no deposit bonuses are considered Company Gifts, and in accordance with our terms and conditions, the maximum withdrawal from any winnings derived from these bonuses, or from their subsequent turnover, is capped at 100 EUR/USD, or the equivalent in other currencies.

In this case, the user first received the free spins on October 19, followed by a deposit. As per our rules, any amount exceeding the withdrawal limit was deducted.

Best Regars,

Rolletto team

This is interesting as only this week from the same bonus I won £115 and was able to withdraw it all.

they have only claused the previous one as the amount won was a lot higher

Thank you both parties for the update.

Dear Rolletto Casino representative, can you clarify why the player was able to withdraw £115 as they mentioned? I presume it is due to a verification deposit as it a no-deposit bonus which usually requires players to deposit funds before being able to withdraw. I would nonetheless appreciate and explanation. Thank you in advance!

Dear Peter,

The system automatically determines the maximum withdrawal limit from free spins, as outlined in the rules. However, the notification did not specify this limit and only informed the user about the activation of the free spins. This made the £115 withdrawal an exceptional case.

Rolletto Team

Thank you for the clarification. The player mentioned that the winnings were from the winnings after the bonus wagering. Are the bonus terms in effect until these winnings are withdrawn or should the winnings be capped after achieving the wagering requirements? Thank you in advance!

Thank you for your question!

Based on this rule, the system made the following deduction:

According to clause 12.2, if the winnings from the Company’s gifts are equal to or greater than the real balance to which they were added, the amount to be paid will be 100 EUR/USD plus the real balance (including any deposited amounts not yet played).

Rolletto Team,

Thank you for the clarification Rolletto Casino representative.

Dear Pipey1983, unfortunately with the explanation given by the casino representative, they have acted according to their terms and conditions, and as it is about a no-deposit bonus you haven't lost real funds in the capping of the bonus. With that in mind, we believe the steps the casino taken to be justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter