Rooster Bet Casino - O pagamento do jogador foi atrasado.

I first won 16k with rooster et casino they wouldn't let me withdraw due to not having an upto date photo I'd witch I did so I lost the 16000 I then plaid my account rcp and got free spins I won't $12 I them plaid that money and won enough to use all my wager so the money was then mine I could withdraw I ended up winning over $3000 after that I tried to withdraw $2400 they keeped rejecting it so I tried doing $1000 then $500 and $500 so 2000 all up they have now turned around and told me on some of my bets I went over there bet per spin limit I'm am so over winning money with these people after pumping 1000s into there a casino and never ever been able to withdraw with them is there anyone that can help me get my money they have now wiped my account to $0

I have plenty of emails and screenshots that is a few

Dear scott1993casey,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear scott1993casey,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi no they rejected my withdrawal and put my balance back to $0.00

Dear scott1993casey,

Can you please clarify why is the screenshot of your game showing FUN balance? Did you play only the demo version of the game?

Additionally, please forward the communication between you and the casino to nikolas.b@casino.guru for further review.

Awaiting your response.

Regards,

Nick

Dear scott1993casey,

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.

I'll open conversation history now and send them to you

Dear scott1993casey,

Thank you for the conversations provided.

Can you clarify my previous question regarding the FUN balance visible on your screenshots?

Regards,

Nick

Yes that did happen with the FUN balance but nothing to do with the winnings I'm talking about that was another win I had

Dear scott1993casey,

Would it be possible for you to forward your betting history to nikolas.b@casino.guru for further review?

Additionally, could you confirm whether there was a maximum win limit associated with the bonus you used? Also, what was your exact balance once your wagering was completed?

Please note that if your wagering was still ongoing and you placed bets over the maximum allowed limit, the casino has the right to confiscate any winnings generated from the bonus. However, if the max bet limit was exceeded after the wagering was finished, the bonus rules should no longer apply.

Awaiting your response.

Best regards,

Nick

Hey bud I can try log in and screen shot gaming history and the max bet was after my wagering was finished also there was no max winning rule was just the wagering I'll send the other info to that email you provided

Dear scott1993casey,

Thank you for the forwarded e-mails. However, the screenshots showing only deposits and withdrawals and not your betting history.

Please forward the betting history if it's available somewhere on your account.

Regards,

Nick

Hey bud they won't let me.access that

Thank you scott1993casey for all the information provided. To gather further evidence, 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

Hello scott1993casey,

I'm Michal, and I have taken over your complaint. I have reviewed this 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,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information to me at michal.k@casino.guru

Dear Michal,

Thank you for your message.

We fully understand scott1993casey's concerns regarding the withdrawal of his winnings.

Following the completion of the KYC process and a subsequent review of his gameplay, it was confirmed that the winnings in question were generated using Bonus Store Free Spins and the maximum bet limit stipulated in the bonus terms was exceeded during play.

An email was sent by our payments team to inform him that, due to this breach, the associated winnings were not eligible for withdrawal.

Should you require further details, we would be happy to provide a copy of the relevant bet history.

Please do not hesitate to reach out if you have any further questions.

Kind regards,

The Rooster.Bet Team

I want this looked into as thats bullshit why did they not send you a copy of my gaming history and why did they take all winning off me leaving me with nothing me and you both no that's not right

Dear Rooster.Bet Team,

Thank you for your email. I have responded with some additional questions to better understand the whole situation and am looking forward to your response.

Dear scott1993casey,

Your gameplay history looks to be quite extensive, but from the evidence I have received so far, it does look like you indeed placed multiple bets exceeding the maximum bet limit while playing with an active bonus. As the casino team mentioned above, while you were playing with the Bonus Store Free Spins, you have placed multiple bets exceeding the maximum bet limit as mentioned in rule 2.2.:

The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 400 RUB, 100 ZAR, 500 INR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by  Coinbase Converter.

I have requested your full game log from the casino and your bonus history to double-check the course of events, but I fear that I might not have positive news for you. While I fully understand that voiding the winnings might seem a bit harsh from your point of view, sadly, if the winnings are acquired in violation of the bonus terms, you are not eligible to retain them. No casino would pay you any winnings under such circumstances. While I am not in a position to deliver a final decision at this moment, I must convey that the likelihood of a favourable resolution to your complaint is uncertain.

Dear Michal,

Information was sent to your email as requested.

Let us know if you need anything else.

Kind Regards,

The Rooster.Bet Team

Dear Rooster.Bet Team,

Thank you for the provided information and evidence.

Dear scott1993casey,

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 over 40 bets that breached the maximum bet rule while playing with a bonus (particularly Bonus Store Free Spins), we cannot attribute the breach to mere coincidence, and the casino has acted in accordance with its terms and conditions, as has been communicated to you previously.

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