RockstarWIN Casino - Die Auszahlung des Spielers wurde einbehalten.

Dear Guru Team, let me explain a bit: I made a deposit of €20 at this casino and won almost €1600. However, since I was playing with a bonus, all my winnings were deleted – except for €100. That was the first unpleasant surprise, but I should have read the bonus terms and conditions more carefully. Anyway, I thought, "Oh well," and continued playing with the remaining €100 – and as fate would have it, I managed to win another €1500 with that €100. I then wanted to withdraw this in three installments of €500 each. Afterward, I had to go through the KYC process and also exchanged emails with support... After some initial difficulties, I finally managed to get my account verified. Alice (that was the employee's name) then assured me via email that she had forwarded the first €500 to the relevant team... So far, so good, I thought. When I logged into my casino account a few hours later, I was horrified to discover that all my withdrawals had been canceled and my casino balance was back down to €100. How is that possible? I've already received this "penalty" for the winnings from the bonus I played through. Surely the casino can't possibly withhold the winnings I earned after fulfilling the initial bonus requirements, can they? What can I do in this situation?

Liebes Guru Team. Ich hole ein wenig aus: Ich habe in diesem Casino eine Einzahlung über 20€ getätigt und knapp 1600 Euro gewonnen. Da ich aber mit einem BOnus gespielt habe wurde mir der gesamte Gewinn gelöscht - bis auf 100€. War schon die erste böse Überraschung, aber hätte ich halt die Bonusbedingungen besser gelesen. Seis drum dachte ich mir und habe mit den übrig gebliebenen 100€ weitergespielt - und wie das Schicksal so wollte konnte ich mit den 100€ erneut 1.500€ gewinnen. Diese habe ich dann auf 3x500€ auszahlen lassen wollen. Anschließend musste ich den KYC Prozess durchlaufen und war auch im Austausch per Email mit dem Support...Nach einigen Troubles ist es mir aber gelungen meinen Account verifizieren zu lassen. Per Mail wurde mir dann von Alice (so hies die Mitarbeiterin) versichert, dass sie die ersten 500€ an das zuständige Team weitergeleitet habe...soweit so gut dachte ich. Als ich dann einige Stunden später in meinen Casino Account eingestiegen bin, musste ich aber zu meinem Entsetzen feststellen, dass mir sämtliche Auszahlungen storniert wurden und ich wieder einen Casino Kontostand von 100€ habe. Wie kann das sein? Diese "Strafe" der Gewinne mit gespieltem BOnus habe ich bereits kassiert. Das Casino kann doch unmöglich erneut meine Gewinne die ich DANN im Anschluss an die ursprünglich durchgespielten BOnusregeln gewonnen habe, erneut einbehalten, oder? Was kann ich in so einem Fall tun?

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Dear MJ306caoticcrawfish77,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casiworx N.V.Casabet.io Casino.

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

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Do I understand correctly that the balance appeared as 'withdrawable'/ 'real money' after you completed the wagering requirements?

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,

Petra

No, I was never informed about that, and it doesn't really make sense – why would bonus conditions apply again after the bonus has been fulfilled? That distinction doesn't exist in this casino. After deleting my original withdrawal request (€1,500), I now only have €100 in my account again – practically the same as the first time, when my balance was reduced to €100 after fulfilling the bonus requirements.

Yes, you understood correctly – I could have withdrawn the €100, but I kept playing and got back up to €1500, which I then wanted to withdraw... please help, I really don't know what to do.

Nein, darüber wurde ich niemals informiert und ergibt ja eigentlich auch keinen Sinn - weshalb sollten Bonusbedingungen nach Erfüllung des Bonusses quasi nochmal gelten. Die Unterscheidung gibt es in dem Casino gar nicht. Ich habe jetzt nach Löschung meiner ursprünglichen Auszahlungsanfrage (1.500€) wieder nur diese 100 Euro am Konto - quasi genauso wie beim ersten Mal, als mir meine Kontostand nach BOnuserfüllung auf die 100 Euro reduziert wurde.

Ja das haben sie richtig verstanden - ich hätte die 100 euro auch auszahlen lassen können, habe aber eben weitergespielt und bin wieder auf 1500€ gekommen, die ich dann auszahlen lassen wollte...bitte um Hilfe, weiß echt nicht was ich tun soll

Hey Petra, were you able to achieve anything?

Hey Petra, konntest du noch irgendwas erreichen?

Thank you for your reply and for providing the previous details, MJ306.

• Have you ever made a withdrawal at this casino?
• What specific type of bonus were you playing with when you made your initial deposit? Could you provide a link or screenshot of it?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

No, that would have been the first withdrawal attempt. The bonus was the 1st Welcome Bonus. I've sent you an email with our conversation. Best regards, Thomas

nein, das wäre der erste Versuch einer Auszahlung gewesen. Der Bonus war der 1st Welcome Bonus. Ich hab dir eine Mail meiner Konversation geschickt. lg thomas

Thank you for your reply and for providing the previous details, MJ306.

• Could you please clarify whether you were at any time informed or received any notification from the casino that the maximum win limit would also apply to any subsequent winnings obtained after the wagering requirements had already been completed?
• Additionally, were these limitations clearly communicated to you before you continued playing with the adjusted balance?

thank you in advance for reply.

No, neither! Otherwise I would never have continued playing, as that would be completely pointless.

Nein weder noch! Sonst hätte ich ja auch niemals weitergespielt, da das ja dann völlig unsinnig wäre weiterzuspielen.

Dear MJ306

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello there,

Thank you MJ306 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask RockstarWIN Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Okay, so I guess I can just forget about getting my money back here, right?

ok somit kann ich wohl jegliche Hoffnung hier noch an mein Geld zu kommen begraben oder?

Dear MJ306,

We have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina

Casino.Guru