The player from Australia had won approximately 11.5k after completing the wagering requirements for the HIGH ROLLER match bonus. However, the winnings were reduced to 8,500 without any explanation, despite there being no mention of a win limit in the Casino Terms and Conditions or the promo email. Upon raising the issue with the Complaints Team, the player had managed to get the funds restored due to a technical issue with the bonus setup. The complaint had been subsequently closed as 'resolved' by the team.
Rooster Bet Casino - Player's winnings reduced without explanation.
Amount: A$3,000
Rooster Bet Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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2 weeks ago
I had ~11.5k in the balance when I completed the wagering for the HIGH ROLLER match bonus (1k deposit, 1k match 50x wagering requirements). Upon completing the wagering my balance reduced to 8500. There is no mention of any win limit for the HIGH ROLLER bonus in either the Casino Terms and Conditions, the Bonus Terms and conditions, or the promotional Email sent out. All that is specified in the Promo Email is that the maximum amount of 100% match a player can receive is 5k Euro. I've deposited up to 4k for a 4k bonus with this promo before, so It seems ridiculous that my winnings have been capped at $8500, as this is not specified anywhere.
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2 weeks ago
Dear scottM,
Thank you very much for submitting your complaint.
I’m sorry to hear about the frustrating situation you’ve encountered regarding your bonus winnings at the casino. To assist you effectively, I would like to gather some additional information to better understand the circumstances surrounding your experience.
- Have you previously received similar bonuses with higher deposit amounts, and were there any specific terms or conditions communicated regarding maximum winnings or win limits in those instances?
- Did you reach out to the casino's customer support regarding this issue? If so, could you share any communication or response you received from them? My email address is petronela.k@casino.guru.
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
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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2 weeks ago
You can close this complaint, I was able to (about 2 minutes ago) get the funds restored. Seems to have a technical issue with the way the bonus was set up. So all good. I tried reaching out on facebook to cancel it but seems I was a little late.
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2 weeks ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, scottM, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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