RooCasino - Player’s winnings have been cancelled.

Won 23 k at jackpot. After winning i deposited on a bonus with free spins but was betting high amounts, but the jackpot was won already, then after a couple of new deposits I decided to withdraw but only had 18900 . They made me go back and forth for verification then to tell me I breached bonus and wagering terms so they made all that money void and refunded me my 3 deposits back. I ask them for proof of this and they just tell me to investigate my self.

Worst ever

Dear Hamza,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you redeemed any promotional offer before you hit a jackpot? Did you receive any clarification which exact rule has been breached?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I won the jackpot on a deposit bonus. After winning I saw an email of another deposit bonus so I took it and made a few more deposits. I didn't have to make deposits because I had all that money in there but I did.

I actually lost more than what I had. So what they are claiming about making high bets was on a different deposit bonus I already had my winnings.

thankfully I took a photo later on in the day to show my friend.

Thank you for providing all the necessary information via email. I will now transfer your complaint to my colleague Matej 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.

Thanking you very much so , if we could reclaim the winnings with the help of casinoGuru I will happily donate a portion for a good cause to casinoguru.

Hello almighty888.

I have trouble to reach a casino website, but in many casinos, the bonus is active until you make a withdrawal.

After you wagered the bonus did you saw somewhere in your account that this bonus money converted to real money? Did you take other bonuses when you made another two deposits?

After winning the jackpot, I received an email from roo casino with a free spins deposit bonus so I thought yeah I'll take it .. after making the deposit thinking I'll win some more even though I had the winnings in my casino account , I was placing high bets with the new deposit bonus but the jackpot was won on a previous deposit bonus.

After winning the jackpot, I received an email from roo casino with a free spins deposit bonus so I thought yeah I'll take it .. after making the deposit thinking I'll win some more even though I had the winnings in my casino account , I was placing high bets with the new deposit bonus but the jackpot was won on a previous deposit bonus.

Before taking this bonus my casino account was at approximately $24,000 AUD. After taking the second dep.bonus $ 19,000 AUD. approximately. I told them instead of making the full amount voided they could wager it , I don't care as long as I received something but without any discussion I realised my casino account had money in there of app $140 or so and that is the 3 deposits I made after I won the big amount.

Our opinion: if the bonus conditions for the first bonus were finished and then you made a mistake and took another bonus. Even if you breached the bonus conditions during a play with a second deposit bonus - it shouldn't affect the winnings from the first already converted bonus. The only exception is in case that you breached the terms and conditions of the first bonus too. (high stakes for example) The casino, in this case, should refund you the deposits.

But if the first bonus was wagered without breaching the terms, then all that should be cancelled is winnings from the second bonus.

I would like to invite the casino representative into the discussion. Please explain to us why the whole winnings were cancelled.

That is the same question I asked roo casino in my whole wins were cancelled and not what was needed to be cancelled if so I breached conditions give me the exact answer they will not clarify besides telling me that I have breachede and that is the final decision.

All correspondence in emails I sent to petronela.

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’.

I am very sorry, almighty888; the casino remains nonresponsive. As I wrote before, the second bonus shouldn't affect the winnings from the previous one. I would recommend you to submit your complaint to licensing authority, but this casino operates without a license, there is not much to do in this case.

We are closing the complaint as unresolved with a classification "Against Fair Gambling Codex."

Please be careful next time you go to play to some casino and check the casino review before you deposit any money.