RooCasino - Player’s winnings have been confiscated.

i first withdrew money on the 30/12/2020 $2300 and i had already uploaded my photo id drivers licence, electricity bill, bank statements, photo of my credit card front and back and they requested another bank statement which i emailed the casino on the 31/12/20. on the 1/1/21 i received a email from roo casino that they deposited the funds back into my casino account because i did not send them the bank statement they requested (i did email them this statement twice) i withdrew $2000 on the 1/1/21 and they requested another document and again the money was returned into my casino account. I than withdrew another $1800 on the 4/1/21 and i emailed them the statement they requested again. today i received a email that my winnings have been voided for breaching bonus terms and conditions because i placed higher bets than $15 which is a breach of their terms and conditions.

I actually wont more than $6000 betting $4 and than increasing my bet to $8. after i won the $6000 i than did place some bigger bets but i didn't win anything of those bets but in fact lost over $3000. i was not aware of terms and conditions of not being allowed to bet above $15. i actually placed 3 bets betting $400 each spin before i relised and changed the bet amount and lost $1200 as i did not relise the lightening bet on this roo game cost $400 each spin. i actually lost over $3700 after i won the $6000 before i withdrew the funds.

Dear Kelly,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked terms and conditions, and I found the term casino is referring to:

"13. 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, 8 NZD, 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, 15 NZD, 150 SEK, 150 NOK (as applicable). Please note that your VIP level is defined by the casino's own discretion."

Our position closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if software enforcement of maximum allowed bet is not possible, each case is judged individually, so that only players who have broken the rule knowingly and systematically to gain an advantage aren’t paid out.

Kelly, please could you forward me your game history? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much for your email, Kelly. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I was unaware that there was a maximum bet when using a bonus. i have been playing roo casino for a year now and have not ever tried to withdraw any winnings before. i deposited and played a total of $2800 in the last 3 months in the roo casino and i think its really wrong they voided my winnings.

Hi Kelly,

I looked at your case and understand the situation. I will contact the casino and see if I can help. However, I can't guarantee you a positive outcome since the rules have been broken. I would like to invite RooCasino to the conversation to participate in the resolution of this complaint and possibly find a compromise.

We would like to ask RooCasino to reply to this complaint. We are extending the timer by 7 days.

its disappointing that they haven't responded.

i been playing in the casino for a year and not once did anyone complain about me placing high bets while using a bonus. its only a year later i am made aware of this when the casino void my winnings. the casino happily allowed me to spend my money placing those bets.

Hi Kelly,

Unfortunately, there was no reply from the casino as expected. I'm afraid I can't help you without cooperation from their side. Since you admit that you broke the maximum bet rule, I can't penalize the casino for this either. All I can do is to recommend you to play in casinos with a good rating and read the reviews before you register.

I wish I could be of more help.

Best regards,

Peter