RooCasino - Player’s bonus winnings have been voided.

Had 2 pending withdrawals value $5000 Aud each, they have been voided because i breached active bonus maximum bet of $8.

understand for standard player $8 is the maximum bet. As a VIP player the active bonus Maximum bet is $15AUD. I was betting $10 during the wagering requirement. Which wasn’t a breach of T&C’s.

I contacted customer support asking If my status on my account was VIP , they replied in the chat ‘YES’ . In the same chat, once comfirmed my status, i questioned why they cancelled my withdrawals as no breach was made under VIP T&C’s Bonus Active.

They then replied back apologizing for misunderstanding, my account has been downgraded to standard player.

I have evidence of emails with special VIP offers & proof from customer support confirming same chat i was VIP. I have never received notification prior that my VIP status had been downgraded.

This is fraudulent practice they are using.

Could you please investigate on my behalf on assisting me in retrieving my winnings.

Dear Illy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask them to shed some light on this matter, but, before we do that, could you please forward me the promotional email that you have received from the casino? My email address is petronela.k@casino.guru. Additionally, please attach your game history.

I have checked general bonus terms and conditions, and this is what I found:

"Players are allowed to place single bets lower than 20% of the total value of the Active Bonus credited and should not exceed 8 EUR, 8 USD, 8 AUD, 8 CAD, 80 SEK, 80 NOK (as applicable). Therefore, placing a bet of 8 EUR while there's an Active Bonus of 100 EUR in effect is considered acceptable practice. VIP players are allowed to place single bets lower than 30% of the total value of the Active Bonus credited and should not exceed 15 EUR, 15 USD, 15 AUD, 15 CAD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

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

Best regards,

Petronela

Thank you i really appreciate what you doing for me.i will send you more more proofs that at the time of the withdrawals i was VIP player

Thank you very much Illy for providing all the necessary information via email. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask the RooCasino to explain this situation in more details.

Hi Kristina is any update about my case..?

Hello Illy77,

Not yet, I am sorry! We have to be patient, the casino still has a few more days to reply.

We would like to ask the RooCasino 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’.

Hi Katrina i found that Roocasino is part of Digi Markets N.V. with licence under the jurisdiction of Curacao.

could you please get in contact with them about my case? Thanks

Hello Illy77,

Please note, that there is no evidence of a license on their site, neither we have this information. And I am really sorry, but I cannot contact any licensing authority in your name, as this process requires your personal data which I don't have (and can't have) access to.

Hello Illy77,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.