Roobet Casino - Igrački nalog je zatvoren.

Dear Casino Guru Team

I am writing to make a formal complaint regarding the recent handling of my account, which has been active since 2021 and has been a VIP for approximately a year. I wish to express serious concerns regarding:

The failure to pay my Mid-Monthly Bonus due on the 15th of this month,

The unannounced and retroactive change to the bonus requirements,

The closure of my account and

The loss of accrued VIP privileges and pending funds.

This situation has rapidly escalated, but it did not start on the 15th, but the week before when a similar issue occurred with the Roospin Friday Bonus. I was fully qualified under the original terms of that promotion. However, shortly before the payment was due, Roobet retroactively changed the requirements, completely altering their structure and disqualifying me without warning. This has caused me significant financial loss, as I had been playing with the clear expectation of receiving the agreed bonus under the previously published terms.

Subsequently, on the 13th of this month, I contacted my VIP Manager regarding the Mid Month Bonus, asking for clarification on the bonus levels for net losses, as I did not remember the exact structure. He sent me the bonus table, confirming the levels. With €15,000 in net losses accumulated during the period in question, I had clearly fallen into the highest bonus level, qualifying for a slot bonus on a selected Roobet game.

On the 15th, no bonus was credited to my account. I tried contacting my VIP Manager several times, with no response. Concerned, I looked at the official promotions link, where I discovered that the Mid Month Bonus policy had been quietly changed on the 14th, just one day before the payout, without any communication or prior notice. The new terms were completely different and made it almost impossible to qualify.

Despite the sudden change, my significant betting volume of approximately €1,000,000 in the previous month and my net loss had allowed me to access the highest bonus level, according to the version in effect at the time I contacted my manager on the 13th.

After days of silence, I contacted my international legal team, who drafted a professional letter describing the situation, with copies sent by the relevant departments. Instead of receiving a reasoned response, I was locked out of my account without warning and informed that it had been permanently closed due to "negative conduct", based on a misinterpretation of my legal communication as a threat, which was neither intentional nor stated.

My legal counsel responded promptly to clarify the language and intent of our previous message, emphasizing that it was not a threat. However, Roobet has maintained its position, stating that, according to internal compliance guidelines:

I will not receive any compensation,

I will not be paid any bonuses for which I have already qualified,

I will not be refunded any remaining balance,

And I will not be reinstated any VIP status or benefits, despite my long-standing account and over €3 million in total bets on the platform.

This situation is deeply concerning and, in my view, involves multiple breaches of fair play and responsible promotional conduct:

The promotions (Roospin and Half Month Bonus) have been retroactively changed, invalidating the previous requirements without transparency or prior notice.

My reasonable attempts to seek clarification have been ignored and my efforts to resolve the matter in a professional manner have been misrepresented.

My account has been unilaterally closed, without due process, resulting in the loss of both financial value and user trust.

This is not acceptable behavior from a regulated gaming platform. I have trusted Roobet for years and have actively and in good faith interacted with them. Now I find myself unfairly excluded, without any compensation or communication, after having made legitimate bonus claims that I had every right to expect.

I formally request the following actions:

Immediate restoration of my account and VIP privileges.

Payment of the Half Monthly Bonus, based on the level communicated to me on the 13th.

Recognition and refund of the Friday Roospin bonus, from which I was retroactively disqualified.

Refund of any remaining account balance (including value bonuses, monthly, weekly, 10% Monday cashback and bonuses for which I was already qualified on the 25th).

and the damage resulting from the loss of my account, as well as the psychological and moral damage for how I was treated.

10,000 euros is nothing compared to the damage suffered

in case of acceptance I will of course withdraw all charges and ongoing legal proceedings by my international legal team in case of a plea bargain.

regards RS

Dear RobFord,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

I understand your perspective, but it's important to note that each casino has its own unique bonus policy and reward system. A bonus is essentially a gift from the casino, and it's up to the casino to determine if you qualify for it and what rules apply.

If you're unable to activate any type of bonus, there is likely a specific reason for it. However, we do not investigate these reasons further, and we cannot compel casinos to provide specific bonuses to you.

Regarding the closure of your account, could you please specify the real-money balance you had in your account when the casino closed it?

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

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronika,

I would like to provide further details regarding my complaint about Roobet casino.

Roobet has decided not to grant me the mid-monthly bonus for the 15th of the month, for which I was already qualified, without offering any explanation and without taking into account that I have been a VIP user since 2021. I would like to point out that the bonus involved purchasing a bonus round in a Pragmatic slot game worth €1,500, and everything was clearly stated in the casino’s official terms and conditions.

In the screenshot I previously provided, the date is clearly visible, and it shows that the terms and conditions in effect at the time of activation confirmed my eligibility for the bonus.

(click) (Reason for the ban)

I believe the casino’s behavior has been neither transparent nor respectful, especially toward a loyal and long-standing VIP customer. I kindly ask for your support in helping to uphold my rights and ensure fair treatment.

Additionally, I would like to inform you that my international legal team has already been instructed to review the matter, including the applicable regulations and the casino’s contractual compliance.

In particular, while I understand that the casino may reserve the right to modify its terms and conditions, such modifications cannot have retroactive effect and must respect the principle of good faith in contractual relationships. According to the Curaçao eGaming licensing requirements, operators must conduct their business in a fair, transparent, and honest manner. The license explicitly requires the operator to honor all terms and conditions communicated to the player at the time of promotion or bonus activation. Arbitrarily denying bonuses already earned or closing accounts with real money balances and pending bonuses without valid reasons or proper communication constitutes a breach of these licensing obligations. Such actions may violate the Curaçao eGaming License Agreement, which mandates operators to treat players fairly and provide clear, justifiable grounds for any restrictions or account closures — a principle recognized in many international jurisdictions as well as under EU consumer protection law. Furthermore, denying a bonus that had already been earned could potentially constitute an unfair or misleading commercial practice under Directive 2005/29/EC, or under local laws applicable to the casino’s licensing framework.

Moreover, I would like to highlight that Roobet permanently closed my account, which had real value, without providing any valid or specific explanation. At the time of closure, the account contained a real-money balance, as well as qualified bonuses ready to be claimed, including:

Monthly rewards

Daily rewards

Weekly rewards

Cashback Monday

Other promotional bonuses for which I was already eligible

Without counting the bonuses, we are talking about at least €6,000.

Additionally, the closure caused further damage, as it affected a long-standing user who has played honestly since 2021 and who had earned VIP privileges through consistent and loyal activity. The lack of a plausible justification for such an action raises serious concerns.

My goal remains a peaceful and transparent resolution, but I believe it is important to protect my interests through any appropriate channels if necessary.

I remain available to provide any additional documentation or clarification you may need.

Best regards,

RS

Dear Veronika,

Any updates on your side? My team hasn’t received any response in weeks, and we need to understand how to proceed.

Best regards,

RS

Thank you for your responses.

Just to clarify, am I correct in understanding that you placed only sports bets at this casino, and that the Mid-Monthly Bonus you wanted to receive was also related to sports betting?

Additionally, has the casino informed you what will happen to your real-money balance now that your account has been permanently closed?

I look forward to your reply so we can proceed further.

Dear Veronika

I am writing in reference to my previous communication to provide additional key information regarding the dispute at hand.

Over the past month, I placed approximately USD 1,000,000 in wagers, distributed between casino games and sports betting. This activity resulted in a documented net loss of around USD 15,000. These figures are verifiable through the screenshots and supporting evidence I have already submitted.

Until June 14, 2025, the "Mid-Month Bonus" promotion was explicitly based on monthly net losses (deposits minus withdrawals), without distinguishing between types of games. Without any prior notice or transparent communication, Roobet retroactively changed the eligibility criteria to a volume-based wagering system, with disproportionately high thresholds that were not announced in advance.

I would like to emphasize that, even under the new criteria, my level of play would have met the requirements for receiving the bonus. However, when I made a legitimate request for clarification—both regarding the unannounced change and the missing bonus—the response I received was the unilateral and immediate closure of my account, as evidenced in the attached screenshots.

Not only was my account suspended without any concrete or justified reason, but I was also denied access to my remaining balance of approximately USD 6,000, not including bonuses which, based on historical data, would have likely exceeded that amount.

this is the request and their answer to at least give me what I deserve

(click) (click)

Good morning, do you have any updates? They have completely disappeared, my previous VIP manager blocked me, from all platforms. Something like this is horrifying. A month ago I bet them a million euros. In a week they took away my account and about 15k euros if we also count the accrued and due bonuses. They can't get away with it. At least give me the minimum that I'm entitled to and my account.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you RobFord for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roobet Casino for their help in resolving this complaint. We would like to know why was the player's account closed and what can we do to help resolve this issue.

Thank you!

Thanks to you, I would also like to know why on the 25th I did not receive any bonus as planned, despite the unilateral retroactive change, my volume was so high that I should still receive a good bonus

Dear Casino Guru Team,

I am writing regarding the mediation procedure currently underway on your platform involving the operator Roobet.com, to report the total and unacceptable lack of cooperation on their part, despite the seriousness of the case and the significant amount involved (over €10,000, including blocked balance and bonuses).

To date, despite submitting all requested documentation and multiple follow-ups, Roobet has not provided any formal response, either to myself or to my legal representative, effectively obstructing any attempt at a peaceful resolution. My account was suspended following a vague and unfounded allegation of "threats", which was promptly disproven and documented by my legal team. Since then, Roobet has remained completely silent, clearly aware that they lack any solid basis for their actions.

This behavior is even more unacceptable considering that my account has recorded over €1 million in transactions in the past month alone, all in full compliance with platform rules. Such conduct violates basic principles of transparency, reliability, and customer respect, and raises serious concerns regarding the operator's regulatory compliance.

In light of the above, I kindly request that you:

Officially register Roobet’s obstructive behavior in the mediation file;

Send an urgent follow-up to Roobet, and where applicable, notify the relevant regulatory authority (such as Curaçao eGaming);

And if no response is received within 3 days, please be advised that my international legal team will initiate a series of coordinated countermeasures, including:

Public and documented reporting of the case across all relevant industry platforms;

Direct communication with official partners and major gaming conferences, with the objective of blocking Roobet’s participation until the dispute is fully resolved.

Additionally, I request a reassessment of the trust rating given to this casino on your platform, given the severity of their conduct.

I trust in your commitment to protecting player rights and ensuring transparency and accountability in the iGaming industry.

I remain available for any further information, documentation, or clarification required.

Sincerely,

RS

Dear Casinoguro

We will provide you with the full response within the next 24h

Kind Regards

Roobet Risk Team

Dear Casino Guro

 

Please find below the relevant facts regarding this case.

 

1: Claims of unjustified account closure and remaining balance

The player "RobFord" had a registered account on Roobet, which was permanently closed on June 16, 2025, due to his concerning behaviour and continued harassment against our employee, following our terms of service, section 6.4. We reserve the right to close Your Account at any time at our own sole discretion [...]

At the time of closure, RobFord had no remaining balance on his account.

 

2: Claims to deserve a bonus after the account termination

The Bonus Mr RobFord was referring to in his complaint was discontinued a month ago in accordance with our Bonus and Promotion terms, 4.1.The Company has the right to change, add, adjust, suspend, or remove any bonuses, tournaments, promotions, or any other offer at any time at its sole discretion.

By our Bonus and Promotion Terms, which Mr RobFord accepted, Bonuses can only be claimed by active users: 4.11. No User may be rewarded or claim any bonus, promotion or other reward, while their account is restricted, locked, self-excluded or under investigation and found guilty of a violation.

 

3: Compensation for the closure of his account

Lastly, as the closure of Mr RobFords account was in line with our Terms of Service and with good cause, we can not offer any compensation for the closure of his account.

 

Kind Regards

Roobet Team 

Thank you for the update Roobet Casino representative. Would it be possible to provide me with evidence of the player's concerning behaviour and continued harassment against your employee? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

To Whom It May Concern,

The communications I sent can in no way be considered "harassment," but rather legitimate and reasonable requests for clarification, presented in a polite, respectful, and well-documented manner, regarding the following:

The sudden retroactive modification of the criteria for awarding the Mid-Month Bonus, without any prior or transparent communication from your side;

The subsequent non-payment of bonuses that had already been earned, despite a wagering volume of approximately $1,000,000 in June 2025 alone.

These requests, supported by screenshots and documented evidence, represent a fundamental contractual right to fair treatment and transparency, as protected under consumer protection laws and relevant gambling regulations.

Recently, you have stopped replying to my emails, forcing me to follow up multiple times with repeated requests. The few responses I received were vague, evasive, and unsatisfactory, understandably causing frustration on my part—not as an aggressor, but as a VIP player simply seeking fair and professional communication.

The generic reference to Section 6.4 of your Terms and Conditions, without any evidence of actual misconduct, is not sufficient justification. The closure of my account happened immediately after my bonus-related inquiries and was carried out without prior warning, investigation, or due process.

Such actions constitute:

A clear violation of principles of contractual fairness and transparency;

A potential breach of your licensing authority’s obligations, including uninterrupted access to player funds and equal treatment of VIP players;

A serious breakdown of trust, especially after more than 4 years of loyalty and verified VIP status.

Furthermore, your latest statement contains another demonstrably false claim: the account was closed one day after the bonus was due to be paid, as clearly outlined in your own promotional terms and schedule.

I remind you that providing false or misleading statements to regulatory authorities or ADR services is a serious breach of compliance obligations and will be addressed accordingly.

To further support my position:

I have an email from one of your employees, sent two days before the bonus date, clearly confirming that I was indeed eligible for the bonus;

At no time was I informed of any investigation, sanction, or bonus ineligibility prior to my account being closed.

Your claim that the bonus criteria were changed "the previous month" is verifiably false. This not only indicates a retroactive rule change but also an attempt to mislead and withhold a fully matured bonus.

Moreover, the statement that my account had no remaining balance is factually incorrect. I possess screenshots and transaction logs showing:

A real-money balance present at the time of closure;

A Vault bonus that was fully accrued and clearly marked as available for withdrawal, according to your own promotional system and conditions.

SCREENSHOT 1:

(FIRST REQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)FIRST REQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)

SCREENSHOT 2:

(SECONDREQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)FIRST REQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)

SCREENSHOT 3:

(3 QUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)FIRST REQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)

SCREENSHOT 4:

(4 QUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)FIRST REQUEST FOR CLARIFICATION, (AS YOU CAN SEE, NO RESPONSE RECEIVED)

Additional Note Regarding Evidence Submission

Unfortunately, the platform is currently preventing me from uploading additional screenshots, which clearly show how the casino is omitting or manipulating key information to justify their actions. These screenshots include:

Direct confirmations from Roobet staff affirming my eligibility for the bonus just days before the account closure;

Full transaction history showing real-money balance and Vault bonus available at the time of closure;

Inconsistencies in communication timelines and sudden retroactive changes to promotion rules.

Dear Peter

We have sent you the requested information via email

Kind Regards

Roobet Risk Team

Dear Peter of Guru Casino,

I hereby formally contest the false and defamatory statements made in response to the evidence I submitted.

I am deeply disappointed that, after being a loyal customer since 2021 — generating significant value for your platform — I am now being treated not only unfairly but also with clear dishonesty.

I would like to remind you that I was even invited to one of your events, where I had the pleasure of meeting the VIP manager and the VIP responsible in person. This VIP manager was later replaced — without any explanation — by a new figure named "Lee," who rarely responded to my messages, fueling the frustration of a player accustomed to precise VIP treatment.

I want to stress that the messages I sent were solely for clarification purposes and can be fully verified from my mailbox.

I followed all procedures and always communicated transparently, yet I received no reply at crucial moments.

Only once, due to a translation error, did I send an unclear message, but I promptly sent a corrective response to avoid misunderstandings.

Despite this, you banned a VIP account without giving me the opportunity to clarify any discrepancies — an account that generated about one million euros in volume the previous month, with a net loss of only 15 euros. This behavior is not fair.

For clarity:

On June 10, I explicitly asked if I was eligible to receive the Mid Monthly bonus, which is usually paid every month on the 15th, and I received a written confirmation including the promotion link and the terms and conditions, which I captured with screenshots to avoid misunderstandings (see attached screenshots).

On the 15th, the day the bonus was due, I received nothing. I asked Lee for clarification (see attached), but he did not reply, which increased my suspicion. I then checked the terms and conditions and discovered they had been changed, making them less favorable; however, since I had reached a very high betting volume the previous month, I still qualified for a reasonable reward.

Having received no answers, while other VIP friends of mine — who had access to the Telegram channel to communicate directly with their VIP managers (a privilege never granted to me despite multiple requests) — had already received their bonuses and compensations, some even receiving compensation for the unannounced changes, the next day I sent a formal reminder relying on an international law firm I collaborate with.

(Terms and conditions present in the link sent on 13/6 as can be seen from the VIP manager, unchanged and correct terms (13/06 I asked why they changed the terms and conditions without warning, no response ever received.)

Still receiving no response, I followed up again the day after, increasing my frustration as I had not been given something promised days earlier. Finally, I received a message informing me that my account had been closed, quoting a phrase that had been badly translated by the translator. Realizing the translation error from my native language to English, I immediately replied to Lee apologizing and sending the correct phrase, explaining the meaning of the metaphor used in my country.

From 2021 to 2025, Roobet clearly took advantage of this situation, banning me without allowing me to clarify, because it suited them.

( finally the photo of the day of the ban having never received a response of what happened and why I had not yet received the mid-monthly and Monday bonus being Monday)

(Having noticed the translator’s misinterpretation, I responded immediately with an apologetic email explaining the truth word for word.

This shouldn’t even have been necessary, considering they’ve known me since 2021 and know that I do not harass anyone.

From that moment on, there was no response to any of my requests: they disappeared. A shameful behavior.)

Your team provided a misleading representation of my balance, omitting funds present in other forms (such as valuta, Monday cashback, and Mid Monthly) which I should have received, as these bonuses were due to me on Monday and I had not yet been banned. Since these bonuses would have resulted in a return of at least 7,000 euros, they preferred not to pay anything and banned my account, which I consider a deliberate manipulation of facts.

Furthermore, I urge you to verify that the screenshots received have not been altered or manipulated, given the seriousness of the situation and the conduct already demonstrated by the opposing party.

I am a victim, not the culprit — and it is unacceptable that an opposite narrative is being constructed.

I respectfully but firmly ask you to impartially examine the evidence I have attached, without any prejudice against your client.

I am also ready, as I have already done in your private email, to provide further evidence of misconduct by Roobet and VIP manager Lee.

The facts speak for themselves.

Kind regards,

RS

So, summarizing Roobet’s accusations:

1: Complaint about unjustified account closure and remaining balance

The player "RobFord" had a registered account on Roobet, which was permanently closed on June 16, 2025, due to what was described as concerning behavior and ongoing harassment towards one of our employees, in accordance with our Terms of Service, section 6.4:

"We reserve the right to close your account at any time at our sole discretion [...]"

At the time of the closure, RobFord had no remaining balance on his account.

Roobet claims that I behaved in a harassing way towards the support agent. However, that same agent failed to respond to several emails, despite clear and documented changes in the terms and conditions from one day to the next. These changes demanded a response, especially considering the amounts wagered the month before, under the belief that I would receive the usual bonus — as happened every month.

Meanwhile, my VIP friends received immediate replies and generous compensation from their VIP managers, along with apologies from Roobet.

You accuse and label me as harassing, when in reality, the only email I sent that was misinterpreted in tone stemmed from a misunderstanding of expressions from my native language. I immediately clarified it, word by word, with an apology to your operator, yet I received no further evaluation or two-way communication.

I find it shameful that after 4 years of playing with you — reaching nearly one million in wagered volume just last month — you shut down my account over a single email containing a phrase you interpreted as threatening, even though I explained its actual, non-threatening meaning just 30 minutes later.

You closed an account with valid bonuses and a wallet balance that should have still been credited on June 16. It’s clear you did so intentionally, to prevent me from withdrawing funds, and then ignored every attempt I made to seek clarification.

2: Requesting a bonus after account closure

The bonus Mr. RobFord referred to in his complaint was discontinued one month ago, in accordance with our Bonus and Promotions Terms, section 4.1:

"The Company reserves the right to modify, add, adjust, suspend, or remove any bonus, tournament, promotion, or any other offer at its sole discretion."

According to section 4.11 of the same Terms:

"No user may be rewarded or claim any bonus, promotion, or prize while their account is limited, blocked, self-excluded, or under investigation and found in violation."

Another lie. My account was fully active until June 16, and right up until the time of the ban I was entitled to receive the June 15 mid-monthly bonus, that week’s Cashback Monday, and the funds I had deposited earlier that same morning.

Not to mention the weekly, daily, and monthly bonuses — plus the withdrawable funds from my vault. Being a high roller with nearly one million in wagering last month, it’s clear those amounts were significant.

3: Compensation for account closure

Finally, Roobet states that since the account closure was in accordance with the Terms of Service and for good cause, no compensation can be offered for the account closure.

There’s no need to further disprove this lie, because as explained in point 1, there was no harassing behavior — clearly documented in all email exchanges. And certainly nothing "concerning" — rather, I was concerned about your agent’s absent and negligent support.

(I have more emails ready to send to Peeter.)

The retroactive changes to promotions would be considered fraudulent in any country outside of Curacao, the jurisdiction you hide behind.

You tried to avoid paying me what I was owed by issuing a ban based on a weak excuse: a so-called threatening phrase which, in reality, was tied to a poor translation of a cultural expression. I sent a detailed apology right after, yet you gave me no opportunity to defend myself, stripping me of my dignity, funds, and trust — and now defaming me with completely false labels.

(Not to mention, as stated in previous messages, less than a year ago you invited me to one of your VIP events, treating me like a "buddy." This is a disgrace.)

finally since Roobet mentions the fact that I have accepted these terms and conditions I add this

I registered on the Roobet platform in 2021, accepting at that time a set of Terms and Conditions very different from those currently in force.

Those conditions included clear criteria and mechanisms regarding bonus distribution, wallet and vault fund management, customer support communication, and the specific reasons that could justify account closure.

I have never received any official communication from Roobet regarding significant changes to those Terms — neither via email nor through notifications on the platform.

Therefore, I have never given valid consent to any subsequent changes, especially those that:

Introduced stricter bonus rules,

Restricted access to vault funds,

Allowed account closure without fair warning or explanation,

Retroactively denied rights already acquired under previously accepted conditions.

This lack of transparency and prior information represents a serious violation of contractual fairness and consumer protection principles, and is made even more unacceptable by the fact that I have been an active user of the platform for over four years, with a monthly wager volume exceeding one million.

The unilateral modification of a digital contract, without prior notice and without the opportunity to explicitly refuse the new terms — combined with the retroactive application of such changes to justify the closure of my account and the withholding of funds and bonuses — constitutes abusive conduct at the edge of legality, which I intend to bring to the attention of the appropriate authorities.

Therefore, I formally request recognition of my right to:

Be subject only to the Terms accepted at the time of my registration (2021),

Receive full payment of all bonuses earned up to June 16, 2025,

Be refunded the entire balance present in my wallet and vault,

Have my account fully reinstated,

Obtain compensation for the moral and material damage caused by a management approach that has been opaque and detrimental to user trust.

I reserve the right to pursue any legal or public action in the absence of a clear, documented, and compensatory response.

Thank you to both parties for providing the relevant information regarding this case. After a comprehensive review of all communications and documentation, we have concluded that the casino has acted within its rights in this matter.

The casino reserves the right to close any player’s account, provided that any real money balance is paid out at the time of closure. In this instance, your account did not contain a real money balance at the time of closure; therefore, there is no outstanding amount to be compensated.

Cashback offers and other bonuses are discretionary benefits provided by the casino. These are not guaranteed entitlements and may be withheld or revoked at the casino’s discretion, particularly following account closure. As such, there is no obligation for the casino to compensate you for these bonuses.

It has also been noted that you have issued multiple threats of legal action against the casino. While you are within your rights to pursue legal avenues, such communication may be interpreted as an attempt to coerce the casino into actions it is not obligated to take.

In light of the above, we find the casino’s actions to be justified. Please note that we are not equipped to assist with legal disputes, as we hold no legal authority over casino operations and will therefore reject your complaint. We recommend continuing to pursue this matter through the appropriate legal channels.

Thank you for your understanding.

Kind regards,

Peter