Rooster Bet Casino - Вывод игрока был отложен.

Good day, I have an issue with the Rooster-Bet website. They rejected my withdrawal of 2700.00 Euros because they requested documents that the system refused. They then credited only 50 Euros to my account and told me that the winnings came from a bonus in the form of free spins.

I am certain that the winnings came from my recent deposits.

Can you help me resolve this issue?

Best regards.

Guten Tag, ich habe ein Problem mit der Rooster-Bet-Website. Sie haben meine Auszahlung von 2700,00 Euro abgelehnt, weil sie Dokumente verlangten, die das System abgelehnt hat. Sie haben meinem Konto dann nur 50 Euro gutgeschrieben und mir gesagt, dass die Gewinne aus einem Bonus in Form von Freispielen stammten.

Ich bin sicher, dass die Gewinne aus meinen letzten Einzahlungen stammen.

Können Sie mir helfen, dieses Problem zu lösen?

Mit freundlichen Grüßen.

Hello lucamsf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rooster Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

I have uploaded my documents several times but not everything has been approved yet. I can send you the deposit and bonus.

Greetings Luca

Hallo Nick,

ich habe mehrfach meine Dokumente hochgeladen es wurden aber noch nicht alles genehmigt, die Einzahlung sowie Bonus kann ich dir schicken.

Grüße Luca

Hello lucamsf,

Do you also have the betting history or can request it from the casino?

Hello Nick,

Unfortunately not, because the betting history was deleted after the email stating that 50.00 euros had been added to my account.

Hallo Nick,

leider nicht da die Wetthistorie gelöscht wurde nach der Email in der Stand das meinem Konto 50,00 Euro hinzugefügt wurden.

Thank you lucamsf for the information provided. As we need further details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay, thank you in advance!

Okay Dankeschön schon mal!

Hello lucamsf,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Rooster Bet Casino to join the conversation.

Dear Rooster Bet Casino,

I kindly request information regarding the circumstances under which a player is said to have violated the maximum bet rule while, as they stated, they've been playing without a bonus. Please send me any relevant evidence that justifies your actions to my email at michal.k@casino.guru

Dear Luca,

Thank you for reaching out and sharing your feedback.

After a comprehensive review of your account, we regret to inform you that your winnings have been voided due to a breach of our Terms and Conditions.

You can review our Bonus Terms & Conditions here > https://www.rooster.bet/bonus-terms-and-conditions

Our Bonus Terms clearly specify a maximum allowed bet of 5 EUR or its equivalent while using a bonus.

During your recent play session, we observed that your bets ranged from 10.8 EUR to 100 EUR, which exceeds the permissible limit for bonus wagering. As a result, we had to invalidate your winnings to ensure compliance with our policies.

We understand this outcome may be disappointing, but adhering to these rules is crucial for ensuring fairness for all our players.

If you have any further questions or need assistance, please don’t hesitate to contact us.

Best regards,

The Rooster.Bet Team

Thank you for your response, Rooster.Bet Team.

Kindly send me the evidence regarding the violation of the maximum bet rule that you referenced, to my email at michal.k@casino.guru

Hi Michal,

Our VIP team have emailed you with the evidence.

Best regards,

The Rooster.Bet Team

Dear Rooster.Bet Team,

Thank you for the provided information and evidence.

Dear lucamsf,

I was provided with evidence supporting the casino's decision.

Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard as every casino uses its own platform software. Given that you placed multiple bets that breached the maximum bet rule while playing with a bonus (particularly since you had the bonus Friday reload active) way above the limit and some bets were placed even in the amount of €100 Consequently, we cannot attribute the breach to mere coincidence, and the casino has acted in accordance with its terms and conditions, particularly regarding the maximum bet rule:

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions - breaching the maximum bet rule on multiple occasions while playing with the bonus.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Michal

Casino Guru