ROLR Casino - Player's winnings confiscated due to bonus rules.

hello, i need to inform You, that this casino added some new rule to bonus. and after two week wasting time they canceled all my winning, and said that if i make deposit with bonus i can win only x2 from deposit. 

I made 2nd deposit with bonus from your page (rolr.io casino), but won without using bonus money.

Then i canceled bonus and made withdraw. casino withdred only 1 eth and then all other money are stolen after two week wasting time.

Then casino said that with bonus i can withdraw only x2 from deposit.

i added photo where you can see that i do not played with bonus, i won from real balance

Hello 200milesbest,

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

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that you have canceled the bonus on your own or the casino did? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick.

Account in not verified, casino do not asked my to make some kind of verification.

Yes, i made deposit, and after few spins i won about 9000 euro.

Then i played about half hour, i check wager progress and dound that wager is 0. and bonus amount still the same. That why i canceled bonus. In terms i found that i play first with real balance and only then with bonus balance. That why i canceled bonus.

I spoke with casino about this, but they just copy pasted that this is rule in this casino and nothing more.

Hello 200milesbest,

Can you please forward your deposit and bonus history with your betting history to nikolas.b@casino.guru for further review?

i am sorry, how i can provide you betting history?

all othere added like screenshots

you can see that bonus was not waggered, i just canceled it, because i won with real balance

Thank you 200milesbest for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello 200milesbest,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite ROLR Casino to join the conversation and participate in the resolution of this complaint.

Dear ROLR Casino,

Can you please explain why the player's winnings were capped even though the bonus funds were not used?

Thank you.

Kind regards,

Tomas

Casino.Guru

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.