Hallo, ich habe 50€ eingezahlt und anschlie?en einen bonus von 35€ bekommen.

dieser hatte einen wager von 45x und einen max gewinn von 10x der Einzahlung.

Wir gewannen ca 900€ und nachdem die umsatzbedingung erfüllt war wurde der bonus auf 500€ reduziert da der max gewinn ja das 10 fache der Einzahlung war.

das Geld wurde jetzt als Echtgeld angezeigt was auch abhebbar war.

ich spielte mit dem nun echtgeld weiter und gewann 2500€.

als ich dieses heute auszahlen wollte bekam ich eine EMail das 2000€ storniert wurden da der max gewinn bei einem boni das 10 fache der einzahlung ist, also 500€.

das kann doch nicht rechtens sein ? Die Umsatzbedingung wurde erfüllt und unser geld bereits von 900 auf 500 gekürzt als die umwandlung von bonusgeld auf echtgeld erfolgte.

das Casino kann jetzt doch nicht mein echtgeld mit einer Bedingung versehn die nur für Bonusgelder z?hlt ?

Dear Bashreder,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rolling Slots Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did the casino at any point indicate to you that the maximum cashout rule persists after the wagering of the bonus was complete?
• Have you confronted the casino with the fact that the winnings were already capped at the moment the wagering was complete? Have you received any response?
• If there is any additional communication or discussion you had with casino support regarding the issue, please share it with me at [email protected] or post screenshots here.

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

Best regards,

Tomas

Danke für die Antwort.

Nein, ich wurde nie darauf aufmerksam gemacht. Ich dachte die x10 Gewinngrenze bezieht sich nur auf das Bonusgeld bevor es in Echtgeld umgewandelt wird.

Das mein Guthaben von 900€ auf 500€ reduziert wurde als die Umsatzbedingung abgeschlossen war verst?rkte meine Meinung nur, da mir die verbleibenden 500€ ja als Echtgeld angezeigt wurden und ich auch mit h?heren Eins?tzen spielen konnte als 5€ (5€ max bet mit Bonusgeldern).

Casino wirde per Email von mir darauf hingewiesen .

Bis jetzt erfolgte keine weitere Kommunikation.

mfg.

Thanks for your reply.

• Has the casino reconsidered its position regarding your winnings since your last post?
• Have you received any additional communication from the casino that you might share with me?

Please let me know.

danke für die Antwort

Ich habe versucht am Freitag mit dem Casino in Kontakt zu treten, allerdings erhalte ich keine Antwort auf meine Anfrage. Daraus resultierend haben sie auch nicht ihre Haltung ge?ndert.

mfg.

Thank you very much, Bashreder, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([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.

Dear Bashreder,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Rolling Slots Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Rolling Slots Casino,

Could you please provide detailed information regarding this case? Specifically, I would appreciate clarification on the reasons behind the capping of the player's winnings, in accordance with the bonus terms, even though the bonus had already been wagered, the cap applied, and the funds transferred to the real money balance prior to the additional winnings.

Thank you in advance for your assistance.

Best Regards,

Kubo

Dear Kubo,

We have provided additional details regarding this case, which we hope will be helpful. Should you have any questions, please do not hesitate to contact us.

Kind regards,

Rolling Slots Casino Representative

Dear Rolling Slots Casino,

I have responded to your email with some additional inquiries and am currently awaiting your reply at your earliest convenience.

Thank you for your cooperation.

Dear Kubo,

We have shared further details regarding this case and hope they will assist in your assessment. If you have any questions or require additional clarification, please feel free to reach out.

Kind regards,

Rolling Slots Casino Representative

Dear Bashreder,

I wanted to inform you that I am currently in direct communication with the casino representative regarding your issue. Based on the game logs provided by the casino, it appears that the win cap was applied twice - an action we do not support in accordance with our Fair Gambling Codex.

I will keep you updated and inform you as soon as I receive any further developments.

Thank you for your understanding and continued patience.

Dear Kubo,

We have shared further details regarding this case and hope they will assist in your assessment. If you have any questions or require additional clarification, please feel free to reach out.

Kind regards,

Rolling Slots Casino Representative

Vielen Dank für ihre Hilfe

Dear Bashreder,

Following an external discussion with the casino representative, they have agreed with our position and decided to proceed with the reimbursement of your confiscated balance.

Have you received any communication or updates from the casino regarding this matter?

Looking forward to your response.

Dear Kubo,

Users funds were successfully returned to the balance and are available on his account.

To view the balance the user just needs to log in.

If any additional help is needed we are always available.

Kind Regards,

Rolling Slots Casino Representative.

Habe das Geld erhalten !

vielen Dank an das Team von CasinoGuru und auch vielen Dank an das Casino !

Dear Bashreder,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo