The player from Germany had won after making several deposits, but the casino had restricted the winnings to 50, which she couldn't withdraw due to a minimum withdrawal requirement of 200. The casino's customer service had not provided any alternative solutions despite their terms and conditions suggesting that one could be found in individual cases. However, the player had decided to play her winnings and close the account, expressing dissatisfaction with the casino. As she had already played her winnings, we were unable to assist further. The complaint was subsequently rejected due to the player's actions.
Rooli Casino - Player's winnings restricted and withdrawal problem.
Amount: €1,400
Rooli Casino
Safety Index:Above averageSafety Index
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7.5
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Case closed
Our verdict
Other
REJECTED
Case summary
8 months ago
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8 months ago
Translation
Hello. Today, I received a bonus of 20 from the mentioned casino. After several deposits, I managed to score a win today. Unfortunately, the win was not allowed, as I was allegedly only allowed to win 50. Even this 50 I am not able to withdraw, as a minimum withdrawal of 200 must be made. I can't get any help via chat. According to the terms and conditions, an alternative solution can be found in individual cases, but the casino doesn't budge at all. All this smells a lot like fraud. They just want to cash in, but when someone actually wins, that person is left empty-handed. Now, the fools have only left me with 50 out of 1400, which I am unable to withdraw. Very, very unprofessional.
Automatic translation:
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8 months ago
Dear Sandyt83,
Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.
To better understand the situation and assist you effectively, could you please provide us with some additional details?
- Could you please confirm that you accumulated your winnings from a free bonus?
I have checked the general bonus terms and conditions, and this is what I found (here):
1.8. The maximum withdrawal limit from a no deposit bonus including free spins is €50. The maximum withdrawal limit from no deposit free spins is €50. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from play with funds associated with a (no deposit) bonus is €50. If the bonus offered is more than €50 then the maximum cash-out will be equal to the bonus amount offered. To request a withdrawal, you must fully verify your account and make a minimum deposit.
If your winnings were accumulated from a free bonus, you're entitled to withdraw only the maximum cashout amount, capped at €50. However, considering the minimum withdrawal threshold is €200, the casino ought to permit you to add €150 to your account. With this additional deposit, you can then request a withdrawal of your entire balance, totaling €200, without the need for further wagering. It's important to note that withdrawal limits (minimums) are determined by the payment providers, not the casino itself.
If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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8 months ago
Translation
It's all over now. I played the €50 and closed the account. I don't want to have anything to do with such a dubious casino. How can it be that you win so much with bonus money and don't receive it? But if you deposit, you don't win anything.
Totally dubious!!!!!
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8 months ago
Hi Sandyt83,
Regrettably, since you have already played your winnings, there is limited recourse available to us. It's important to note that players are solely responsible for their accounts, active balances, and all wagers placed. For future reference, we encourage you to contact us as soon as issues arise so that we may intervene in a timely manner.
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
Petronela
Casino.Guru
