Rolldorado Casino - Os ganhos dos jogadores provenientes de bônus são confiscados.

Bonuses that don't allow all the winnings from the bonus money to be transferred to the real money balance. Only a small part of the winnings from bonus money is transferred to real money! However, it is not possible to withdraw this amount. Note that I made a deposit of €20 and received a bonus of €25, giving me a total balance of €45. I met the wagering requirements of the bonus, i.e. I wagered 40x the bonus amount (40x25), which is €1000! After reaching this amount in bets, the bonus disappeared from the register! My balance, after meeting the requirements, was over €800, and only €89 was transferred to the real money balance! Even so, I tried to withdraw €85 and wasn't allowed to! After confrontation, I was told that the maximum winnings possible with a bonus was 10x the bonus amount! This is not mentioned when the offer is advertised and there is nothing in the bonus information to indicate that the prizes won with the bonuses have a limit! The bonus terms and conditions are misleading and the casino is not very transparent! And even if the prizes won with the bonus money were 10x the value of the bonus, in my case €250 should have been transferred to real money and not €89, as was the case (€25x10=250). I've been blatantly ripped off! It's shameful.

Bónus que não permitem que os prémios ganhos com o dinheiro de bónus, transitem na sua totalidade para o saldo de dinheiro real. Só apenas uma pequena parte dos ganhos com dinheiro de bónus, transita para dinheiro real! Apesar disso, não é possível fazer o levantamento desse valor. De notar que fiz um depósito de €20, tendo recebido €25 de bónus, totalizando €45 de saldo. Cumpri os requisitos de aposta exigidos no bónus, isto é, apostei 40x o valor do bónus (40x25), que são €1000! Após ter atingido esse valor em apostas, o bónus desapareceu do registo! O meu saldo, após ter atingido os requisitos, era de mais de €800, tendo desaparecido e transitado apenas €89 para o saldo de dinheiro real! Mesmo assim, tentei fazer um levantamento de €85 e não me foi permitido! Após confrontação, disseram-me que o máximo de prémios possível com bónus, era de 10x o valor do bónus! Isso não é referido quando a oferta é publicitada e não surge nas informações do bónus, nada a indicar que os prémios conseguidos com os bónus, tem um limite! Os termos e condições dos bónus são enganadores e o casino é pouco transparente! E, mesmo considerando que os prémios conseguidos com o dinheiro de bónus, fossem 10x o valor do bónus, no meu caso, deveriam transitar €250 para dinheiro real e não €89, conforme aconteceu (€25x10=250). Fui roubado descaradamente! É vergonhoso.

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Dear pjorgebrito,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Rolldorado Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please share a link to the bonus you have taken?
• How long have you been a player at this casino, please?
• Have you received a message stating the wagering for this bonus was successfully completed, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

It was my first time playing at this casino. I made a deposit of €20 and received a bonus of €25.

I received a message informing me that I had already met the bonus requirements. After receiving this message, the reference to this bonus disappeared from the bonus list. I continued to play, reaching over €800 in bonus balance...

... however, only about €89 was transferred to real money! This doesn't correspond to what you claim, that prizes won with bonus money can only be 10x the value of the bonus! In bonus campaigns, you don't honestly inform players that the prizes won with bonus money have a value limit!

What's more, I tried to withdraw €85 and I wasn't allowed to!

You know what you're doing! Stop being hypocritical and face up to the omission of the bonus conditions and requirements! Even if you meet the wagering requirements, which are very high (40x the bonus amount), you still don't pay the players what they owe!

Foi a primeira vez que joguei neste casino. Fiz um depósito de €20 e recebi um bónus de €25.

Recebi uma mensagem a informar que já tinha cumprido os requisitos de bónus. Após ter recebido essa mensagem, a referência a esse bónus desapareceu da listagem de bónus. Continuei a jogar, tendo chegado a mais de €800 de saldo de bónus...

... entretanto, apenas transitou para dinheiro real, cerca de €89! Isso não corresponde ao que Vocês alegam, que os prémios obtidos com dinheiro de bónus, apenas podem ser 10x o valor do bónus! Nas campanhas de bónus, não informam com honestidade os jogadores, que os prémios obtidos com dinheiro de bónus, têm um limite de valor!

Além disto, tentei levantar €85 e não me foi permitido!

Vocês sabem bem o que é que fazem! Deixem de hipócrisia e assumam a omissão das condições e requisitos para os bónus! Mesmo cumpridos os requisitos de aposta, que são muito altos (40x o valor do bónus), depois não pagam o que devem aos jogadores!

Well, I've already replied, but I'll reply again....

I don't have links, I have screenshots, because you guys, when the bonus requirements are met, the bonuses disappear and don't appear as "bonus requirements met", as they should in a serious casino! But I send the prints...

UNSERIOUS CASINO!

MAYBE THAT'S WHY IT DOESN'T HAVE A SRIJ LICENSE IN PORTUGAL!

DON'T BE FOOLED!!!

Bom, já respondi, mas vou voltar a responder....

Links não tenho, tenho é prints, porque Vocês, quando se atingem os requisitos de bónus, os bónus desaparecem e não surgem como "requisitos de bónus cumpridos", conforme deveria ser num Casino sério! Mas eu envio os prints...

CASINO POUCO SÉRIO!

TALVEZ POR ISSO É QUE NÃO TEM LICENCIAMENTO DA SRIJ EM PORTUGAL!

NÃO SE DEIXEM ENGANAR!!!

Dear pjorgebrito,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots. Kindly include the screenshots already provided in your messages since some of them have arrived blurry and unreadable.

Please notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear pjorgebrito,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru