RooCasino - Player’s winnings from bonus have been cancelled.

I deposit here and there and u get and every now and then u get the bonus spins so I played it and won afew dollars and I was betting 25 cents and made bout 50-60$ i play through the wagering requirements then I bet bigger I won about 16000-20000$ and they say I breach the term I’m pretty sure I didn’t breach anything they wrote me a letter saying I bet was to high and breach the t&c saying my bet was 50cents 2$ and up which breach the terms. but they didn’t put my lowest amount which was 25cents I bet before I went up bet and I tried looking up the history for my bets all the other history came up except the day I bet 25 cents ,59 cents and so on couldnt be found on that day i think they r trying to hide something there for that first day

Dear Bounheng,

Thank you very much submitting your complaint. I’m sorry to hear about your problem. 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."

Are you aware of placing single bet higher than the maximum allowed? How much was your deposit? Additionally, please could you forward me a link of the specific bonus that you have played?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear Bounheng,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

https://www.roocasino309.com/en

Dear Bounheng,

Thank you very much for forwarding the link (Your Roo Welcome 200% BONUS up to $5000 is the correct one?)

Furthermore, are you aware of placing single bet higher than the maximum allowed and how much was your deposit? Thank you in advance for your reply.

Dear Bounheng,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

It’s the free spin that they give u when u login to the page and on the side of the page where they give u the free spins

Thank you very much Bounheng for your reply. 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 RooCasino to comment on this case.

Thank you

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’.

Hello Bounheng,

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.