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Complaint against Rooster.bet – Bonus restriction applied after winnings were generated

Hello Casino Guru team,

I would like to request your assistance regarding a dispute with Rooster.bet concerning the handling of my winnings after a cashback bonus.

I received a cashback bonus of approximately $30. I completed the wagering requirements, and after that my account balance was displayed as real money. The casino allowed me to continue playing normally without any warning, restriction, or notification that my winnings were still subject to a maximum win limit.

During gameplay, I managed to increase my balance to approximately $10,500. I then requested withdrawals, which were accepted and remained pending for processing. After a period of time, the casino cancelled the withdrawals and reduced my balance, stating that the cashback bonus had a maximum win limit of 10x the bonus amount.

My concerns are:

The casino allowed me to continue playing with a balance displayed as real money after completing the bonus requirements.

No clear warning or technical restriction was provided to inform me that my future winnings were still limited.

The casino accepted my withdrawal requests and only later applied the maximum win rule.

The system allowed gameplay and bets that resulted in significant winnings, but the casino only enforced the restriction after the winnings were created.

I understand that bonus terms may contain maximum win limits. However, I believe the issue is the lack of transparency and responsible implementation of these restrictions. If the limitation remains active after wagering, the player should be clearly informed or the system should prevent unrestricted play.

The casino offered only the maximum bonus amount (around $300) as a goodwill payment, but I believe the situation should be reviewed because the winnings were generated after the account appeared to have converted to real money.

I kindly ask Casino Guru to review whether Rooster.bet handled this situation fairly and transparently.

Thank you for your assistance.

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Dear Tophor,

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

Dear Casino Guru,

Thank you for bringing this complaint to our attention.

We have reviewed the information provided, but unfortunately we are currently unable to identify the player's account using the details supplied.

Could the player please provide their casino username/player ID and the email address registered to their casino account?

Once we have this information, we will be happy to investigate the matter further and provide an update.

Kind regards,

The Rooster.Bet Team

Dear Tophor,

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,
Jean
Casino.Guru