Rooster Bet Casino - 플레이어의 자금은 압수되었고 계정은 폐쇄되었습니다.

Here is what happened:

In total, I lost a total of approximately 5,600 Euro at the online casino rooster.bet. On one day, after a streak of bad luck, I was given a 200 Euro cashback-bonus with a maximum win of 2,000 Euro. I was able to fulfill the wagering requirement and my final win of approximately 2,900 Euro was automatically capped to 2,000 Euro by the casino software. Before I continued playing, I made a screenshot of my balance, which clearly shows that there were 2,000 Euro real cash in my account (the German words "Durch Bonus gesperrt" translate as "restricted by a bonus"). I upload the screenshot to this complaint.

Because the screenshot clearly shows that the funds were not (!) restricted by a bonus anymore, I decided to keep on playing at my own risk. I was able to end up with 9,304.78 Euro. But then, the casino capped the win again (for a second time!) to 2,000 Euro. I was told that I need to cash out first before continue playing. This is not fair. I request a refund of those 7,304 Euro, which the casino confiscated after the cashback-bonus had turned into real cash.

The casino refers to its T&Cs. However, the screenshot that I made of my account balance clearly shows that the 2,000 Euro balance were real cash without any restrictions attached. If the casino requests that these 2,000 Euro must be cashed out first, then this restriction must be made visible when viewing the account balance. But there was no note whatsoever in my account balance showing that these 2,000 Euro are still subject to a bonus requirement (for example "to be cashed out first").

Here is what I think: Capping the 2,900 Euro to 2,000 Euro was OK, because it is according to the rules of the 2,000 Euro maximum win. But when these 2,000 Euro were added to my account balance as real cash (see my screenshot), it was not fair to cap further winnings again. It was not fair because I could as well have lost these 2,000 Euro again when I continued playing.

I am already in contact with Jozef K from casino.guru regarding this case. He wrote to me: "Based on the data you presented, by our methodology we do not agree when the cap is applied twice. It does not make sense. What difference would it make compared to cashing out and redepositing back?"

It does not make sense to cash out these 2,000 Euro and then to re-deposit the same amount one minute later for further play. There would have been no difference regarding my balance if I had cashed out and re-deposited these funds. I decided to keep on playing at my own risk and precisely that should be honored by the casino.

I asked the casino to refund the 7,304.78 Euro that they confiscated after (!) the 2,000 Euro had turned into real cash. I even showed my loyalty by depositing (and losing) another 5,000 Euro thereafter. But then, after another streak of bad luck, the casino management decided to close my account. Now I am told that the casino does not comment on that decision. I was not told why my account was closed. And I believe that it is against ethical standards if bonus money that has turned into real cash is not treated as real cash.

I kindly ask casino.guru to step in and to request a refund of 7,304.78 Euro on my behalf.

L****

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Dear lucy77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• How long have you been a player at this casino, 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

Here are my answers to your questions:

- I played mostly live blackjack and slots, but also some sports betting.

- Yes, I passed the verification. I even became a VIP player. The VIP manager contacted me personally and wanted to send me a valuable package of champagne, cheese, or chocolate. It seemed to me that the VIP manager was also surprised by the casino manager's decision. My feeling is that the casino manager wanted to save the winnings that he made, when I fell from the profit zone into the loss zone.

- I became a member on August 29, 2025. I had ups and downs. My account was closed after I had lost a total of approximately 5600 Euro.

L****

Dear lucy77,

thank you for your reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

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

Looking forward to your reply.

Katarina

Hello Katarina,

I just sent all related files to your email (6 mails and 2 screenshots).

Lucy

Dear lucy77,

thank you for your reply and your email.

First I would like to address your missing deposits. If they have never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

Regarding your capped winnings, I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello lucy77,

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 to see if I can help somehow.

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

Dear Rooster Bet Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after previously successfully wagering the bonus and after the first winnings adjustment? Was the player informed in any way (such as through a rule quotation, pop-up notification, in-game message, etc.) that these winnings would be capped/confiscated, despite the fact that the maximum win cap for the bonus play had already been applied previously, and the €2000 should at this stage be considered real money?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected] or via Teams

Dear Michal,

Thank you for raising this case. The player received a €200 cashback bonus with clearly stated terms, including a 10× wagering requirement and a maximum win limit of €2,000. Once wagering was completed, the system automatically applied this limit in accordance with the published bonus rules.

Subsequent winnings were generated from funds originating from the capped bonus balance. As outlined in our general bonus policy, any winnings exceeding the defined maximum win from cashback or non-deposit bonuses are not eligible for withdrawal, even if the balance remains playable after wagering completion.

Following an internal review, management confirmed that the €2,000 payout was processed correctly and in full compliance with the Terms and Conditions accepted by the player upon activation of the bonus.

The account was later closed following a management decision unrelated to the bonus outcome. Unfortunately, no further details can be provided regarding this decision.

This case is therefore considered resolved in full compliance with the applicable Terms and Conditions.

Kind regards,

The Rooster Bet Team

I thank the Rooster Bet Team for their reply. I read their above arguments and would like to comment on them as follows:

(1) Rooster Bet writes: "Subsequent winnings were generated from funds originating from the capped bonus balance." If we take this argument literally, a player would never be able to win at this casino after having cashed out the maximum win from a played-through bonus. Here is why: The re-deposited money is also "funds originating from the capped bonus balance". It is the same money whether or not it had been cashed out in the meantime.

(2) In my case, subsequent winnings were not generated from a "bonus balance". Here is why: After fulfilling the wagering requirement of the bonus, the casino software automatically capped my 2,900 Euro win to 2,000 Euro. From that moment on, my account balance displayed "2,000 Euro" as real cash. So, the bonus balance had turned into a cash balance. The screenshot that I took and provided to Casino Guru clearly states that these 2,000 Euro were not restricted anymore. The screenshot is in German and reads "2,000 Euro verfügbar, 0 Euro durch Bonus gesperrt". The English translation is: "2,000 Euro available, 0 Euro blocked by a bonus".

(3) My point is: It is not fair to cap winnings from a bonus several times. This applies to any casino! Rooster Bet writes: "Any winnings exceeding the defined maximum win from cashback or non-deposit bonuses are not eligible for withdrawal." It just does not make sense to request a 2,000 Euro withdrawal, then wait 24 hours or more until it is processed, and then re-deposit the same (!) 2,000 Euro. There would have been no difference in my account balance. There also would have been no difference in the casino's profit.

(4) All I ask for is fair rules for all players. There is no fairness in Rooster's maximum win rule. In the meantime, I asked Jozef K., the deputy head of the Casino Guru Complaints Department, for his opinion regarding this case. I cite from his reply: "By our methodology we do not agree when the cap is applied twice. It does not make sense. What difference would it make compared to cashing out and redepositing back? It only creates a poor user experience."

(5) I registered my account at Rooster Bet Casino because it has a high rating at Casino Guru. However, casinos creating a poor user experience should not receive a high rating. My case clearly shows that this casino has rules that are not fair and do not make sense. So, I kindly repeat my request to receive a refund of the 7,304 Euro that I lost when the cap was applied twice. I was polite in all my emails to the Rooster Bet Team, and I am polite now. I kindly ask the team to reconsider this unfair rule and pay out those 7,304 Euro because I had wagered my 2,000 Euro win at my own risk. I could easily have lost the same amount. There would have been no refund if I had lost it.

Lucy

Thank you all for your responses.

Dear Rooster Bet Team,

The player has essentially articulated the situation in a manner quite akin to my own response.

If players are not explicitly informed in any manner (such as through a rule citation, pop-up alert, in-game message, etc.) that any winnings would be capped or confiscated again because the bonus rule still applies, despite the prior application of the maximum win cap for the previous bonus play, we do not view the imposition of any win restrictions as equitable. This creates an unjust scenario where players may lose all their funds while being allowed to win only a limited amount.

I have contacted you via email, and I remain optimistic that we can reach an agreeable resolution in this matter.

Dear Michal,

Thank you for your message and for the opportunity to clarify our position further here.

From the player’s comments, it appears that they were aware of the €2,000 maximum win rule attached to the €200 cashback bonus. This cashback was a goodwill bonus, and its conditions were clearly outlined in our Terms and Conditions, point 1.7:

"Cashback and Cash Rewards are considered bonuses unless otherwise stated. All general bonus rules apply to Cashback and Cash Rewards. These carry a wagering requirement of 10x the amount given (unless specified otherwise) and a maximum win limit of 10x the bonus amount received. Any additional winnings are considered non-withdrawable and are voided upon cashout."

When the player completed the wagering, the system automatically capped the winnings to €2,000, exactly as specified. This cap represents the maximum total win possible from that specific cashback bonus.

After the cap was applied, the player was free to choose what to do next — to withdraw the €2,000 or to continue playing. We cannot, and do not, force players to withdraw. Many prefer to keep playing for entertainment, to collect CP or RCP points, or to participate in tournaments.

However, by choosing to continue playing instead of withdrawing, the player kept using funds that still originated from the cashback bonus. As a result, those funds remained subject to the same maximum win limitation defined by the bonus terms.

We completely understand the argument that the player could have withdrawn the €2,000 and re-deposited it. In that case, the funds would have become new deposit money, and any future winnings would have been fully eligible for withdrawal. We would, of course, have happily honoured such winnings. But in this instance, that did not happen — the player chose to continue playing directly with the capped bonus balance, and the payment agent correctly applied the terms that remained attached to it.

In conclusion, the €2,000 represents the total maximum win permitted from the €200 cashback bonus. The rule was applied automatically, transparently, and in full compliance with our Terms and Conditions.

Kind regards,

The Rooster Bet Team

Everything has been said. There is not much to add. The casino discredits itself by writing this sentence: "Many prefer to keep playing for entertainment." If players want to play just for entertainment, they can do so by choosing "play for fun". With that sentence, the casino admits that it lets players play and lose their winnings without giving them the chance to win anything on top. I continued playing with my funds at my own risk. This fact must be honored. There would have been no refund if I had lost my 2,000 Euro win.

The Rooster Bet Team misses the point. The point is: Winnings from bonus money must not be capped several times. Period.

As mentioned in my last post, I remain polite. But it seems that this casino does not honor politeness. Nor does it honor loyalty. My win was capped twice, but I still continued depositing new funds at this casino. Can a player be more loyal than this? I just cannot understand how unfair some casino managers behave. Sometimes, players have luck. And if these players are loyal players, they should not be treated like this.

I kindly ask Michal to contact the Rooster Bet Management and, if necessary, the owner Dama N.V. and the licensor. Michal, please also discuss this case with Jozef K. of your team. Every action must be taken to make sure that winnings from bonus money are not capped several times.

Lucy

Dear Rooster Bet Team,

Thank you for your response. While I appreciate your clarification, we at Casino Guru respectfully cannot agree with your reasoning.

The initial cap on winnings from the €200 cashback bonus to €2,000 was fully consistent with your stated rules. However, once the bonus wagering requirements and the maximum win cap had been fully met, the resulting funds should have been treated as real money. Additionally, as clearly supported by the player’s screenshot, these funds were reflected in the player’s balance as "available" and no longer linked to the bonus. Therefore, applying any further bonus-related restrictions to these funds was unwarranted and inconsistent with fair and transparent gaming practices.

Furthermore, I have not received evidence from you showing that the player was explicitly informed beforehand (for example, through a rule citation, pop-up alert, in-game message or similar) that continuing to play with these funds could once again subject their winnings to a cap or other restrictions. In the absence of such clear communication, this situation placed the player at a disadvantage—bearing the full risk of loss without a fair opportunity to win beyond the imposed limit.

As you might understand, maintaining fair and transparent practices is in everyone’s best interest and aligns with the high standards typically associated with reputable casinos. Many leading operators have already adopted measures to prevent such misunderstandings, and we believe a similar approach here would reinforce player trust and confidence in your brand.

As this is not an isolated incident within your casino group—and as our earlier recommendations may have already addressed this matter—I was somewhat surprised that it has not yet been addressed.

I therefore kindly request that you reconsider your position. Should your decision remain unchanged, I will, of course, respect it; however, please note that I would then need to close this case as Unresolved – Against Fair Gambling. This will negatively impact your casino’s (and potentially your group’s) safety index rating and serve as a warning to other players regarding your practices.

Thank you for your attention and understanding. I look forward to your response and hope we can reach a fair and constructive resolution.

Dear Michal,

Thank you for your reply and for sharing your further thoughts on this matter.

Please allow us to explain our position on why the player’s winnings were not capped twice.

The initial adjustment reduced the balance to the maximum permitted €2,000 after wagering was completed. When the player later requested a withdrawal, the same limit was applied again — not as an additional restriction, but as enforcement of the same maximum win rule attached to the cashback bonus.

The maximum win limit applies to the bonus as a whole, regardless of wagering completion, ensuring the total winnings from that bonus cannot exceed €2,000. This approach is consistent with our published Terms & Conditions and standard industry practice.

While we are confident the rule was applied correctly, we are open to refining our Terms to make this point even clearer for all players going forward.

We appreciate Casino Guru’s commitment to fairness and transparency and hope this explanation provides clarity on our position.

Kind regards,

The Rooster.bet Team

I thank the Rooster Bet Team for their explanation. However, of course, my winnings from the bonus were capped twice. Upon completing the wagering requirement, my balance was capped from approximately 2,900 Euro to 2,000 Euro. When that happened, I made the screenshot of my account balance, which clearly states that the remaining 2,000 Euro are no longer linked to a bonus. Later, when I requested a withdrawal, my balance was capped again: from 9,304 Euro to 2,000 Euro. So, my winnings were capped twice.

Whatever your reasoning, fact is that my winnings from the bonus were capped twice. This does not comply with fair gambling. As I said before, after the first cap I played with the 2,000 Euro at my own risk.

I kindly ask the Rooster Bet Team again to refund those 7,304 Euro. Your net loss is not that much because my current net loss at your casino is approximately 5,600 Euro.

Lucy

Here is my suggestion:

If the Rooster Bet Team wishes to make sure that only 2,000 Euro can be withdrawn from a 200 Euro bonus, it can easily do so by removing the automatic cap when the wagering requirement is fulfilled. Then, there is only one cap when a withdrawal is requested. Then, it is the player's responsibility to withdraw when the wagering requirement is fulfilled.

But my case is different: In my case, a 2,900 Euro was automatically capped to 2,000 Euro and was then displayed as real cash in my account balance. Some days later, when I requested a withdrawal, my balance was capped a second time: from 9,304 Euro to 2,000 Euro. This is why I ask for a refund.

I try to help and to give good suggestions. When will the Rooster Bet Team understand that I am a loyal and cooperative customer?

Lucy

Dear lucy77,

Thank you for your response. I concur with your latest remarks and am in ongoing discussions with the casino team to find a suitable resolution. I will provide you with an update as soon as new information becomes available. I appreciate your patience in the meantime.

Dear lucy77,

I engaged in a comprehensive discussion with the casino team regarding your situation, and it turned out to be more complex than it appeared at the beginning. We explored potential resolutions that would be agreeable to both parties involved. The casino team is expected to reach out to you through email. I look forward to your feedback.

Thank you, Michal.

Alright. I now await the casino's email.

Lucy

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear lucy77,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Michal

Casino Guru