Rollers.io, Terms violations = no winnings?

[Eagle99]

Hi everyone!
I registered on this site because I wanted to open a PAB about a problem that happened to me with Rollers.io casino. However, the PAB was rejected because I had in the meantime left the case to other ADRs to handle and therefore it was not possible to proceed with casinomeister. I am writing to you to ask for advice.

Problem: I used a 120% deposit bonus, and I won €3400. When I requested a withdrawal, my winnings were confiscated because, mistakenly, I had made 9 bets (out of thousands) of €5.20 (I hadn't noticed that the xbet function was active on the slot) and thus exceeded the maximum bet of €5 . However, these bets did not give me any advantage, as they closed with €0 profit. I deposited more than €5000 at this casino, without ever winning. When I finally decide to withdraw, they deny me my winnings. They are damned scammers.

I turned to lcb.org, to which however the casino never responded, and to casinoguru, who, having carefully studied the case, agreed with me. However, the casino still doesn't want to listen to reason and doesn't want to pay me.

Question: Is it possible to contact some managers of DAMA N.V. to whom to report the problem? I can't find any contacts online. I have already tried to contact the authority that issued the casino license, but I have not received a response.

 

[The Reel Story]

Honestly, I'm not sure you'll get anywhere. At this point, you are totally reliant on the good faith of the Casino, because you made the mistake and you breached the T&C. It may have been a mistake, it may have given you no advantage, but that doesn't matter. You breached T&C and they can use that to void your wins.

If the Casino is not interested in making you a good faith offer, I don't think there is much you can do. No authorities will be able to do anything because, legally, it's cut and dry. T&C were breached and this is the consequence.

I know it's a lot of money and that isn't what you want to hear. You can keep fighting it and hope the bad press pressures the Casino into a good faith offer, but I wouldn't hold my breath.

 

[TheAddict]

Sounds pretty cut & paste. It's only slightly over the limit but, winning is winning. Almost winning is, unfortunately, losing.
Perhaps they may be understanding on the odd occasion, but it's not scamming if they decided to stick to the terms.
Though, maybe as a good faith offer they might promise not to trap you with their groups latest idea of asking players to wager all previously lost deposits 3x before making a cashout, if you were to continue to play there in the future.

 

[chiya]

As a side note, I don't believe your "mistake" with the xBet; The xbet is never turned on by default when you start playing, and the total bet is displayed clearly above the normal bet. Who doesn't pay attention to their bet size when they play slots? Particularly with xBet considering the xBet these days are ridiculous, up to 5x normal stake or more.

 

[anddi32]

They are damned scammers.

You violated the terms, not the casino. It is the player's responsibility to check that the conditions are followed. Somehow it's always funny, when the player calls the casino out of rigged terms and in reality the casino hasn't done anything wrong.

From the player's point of view, it sounds unfair to void the entire bonus because the player made a small mistake. But this business is not a charity

Of course you should try everything possible to change the casino's mind, as long as you remember that it was you who made the mistake

 

[Eagle99]

I would like to point out that I have been playing at that casino for a year (and I lost exactly €5,550). As long as I deposited and lost, everything went smoothly. But when I finally made a win, they will do anything to avoid paying.

I have almost never used bonuses on my deposits, and I accepted this bonus because the VIP manager offered it to me via email to help me win. I made thousands of bets to complete the rollover, and the only bets violated were those 9 bets of €5.20 (total overrun = €1.80), due to a simple distraction. All 9 bets ended with a €0 win. Given all my deposits and my loyalty to the casino, they could easily ignore this violation and pay me the winnings. Casinoguru agreed with me (after careful investigation), and in fact penalized the casino for unfair gambling practices.

Why penalize a customer who has lost a lot of money on your casino, and who has never behaved dishonestly?

I understand that I violated the terms of the bonus, but it was done absolutely in good faith, and as a distraction. Furthermore, I did not gain any benefit from this violation. I spent hours and hours completing the rollover, and they only deny me winnings for 9 bets 20 cents over the maximum allowed. It's really absurd!

 

[The Reel Story]

I would like to point out that I have been playing at that casino for a year (and I lost exactly €5,550). As long as I deposited and lost, everything went smoothly. But when I finally made a win, they will do anything to avoid paying.

I have almost never used bonuses on my deposits, and I accepted this bonus because the VIP manager offered it to me via email to help me win. I made thousands of bets to complete the rollover, and the only bets violated were those 9 bets of €5.20 (total overrun = €1.80), due to a simple distraction. All 9 bets ended with a €0 win. Given all my deposits and my loyalty to the casino, they could easily ignore this violation and pay me the winnings. Casinoguru agreed with me (after careful investigation), and in fact penalized the casino for unfair gambling practices.

Why penalize a customer who has lost a lot of money on your casino, and who has never behaved dishonestly?

I understand that I violated the terms of the bonus, but it was done absolutely in good faith, and as a distraction. Furthermore, I did not gain any benefit from this violation. I spent hours and hours completing the rollover, and they only deny me winnings for 9 bets 20 cents over the maximum allowed. It's really absurd!

Yep, we get that, and a good Casino would probably do something for you. The point is, to the letter of the law, they don't HAVE to. Doesn't matter if distracted or how much you lost or who offered you the bonus. You are in the wrong.

I hope you get something, I really do. But if you don't, you can't blame the Casino. You can say they don't treat their loyal players well. You can say you don't think their terms are fair, but you can't say you were cheated or scammed, because you weren't.

 

[L&L-Jan]

I would like to point out that I have been playing at that casino for a year (and I lost exactly €5,550).

When I spot that, player will be paid. On the welcome bonus, it is definitely a NO as I have zero knowlegde who the player is.
But a regular customer, care, just pay out.

For OP: Just play regulated and if you can't I would advise stake, ignore the others.

 

[Eagle99]

When I spot that, player will be paid. On the welcome bonus, it is definitely a NO as I have zero knowlegde who the player is.
But a regular customer, care, just pay out.

That's what I'm trying to say. I am not a player who practices bonus hunting or who has just signed up just to take advantage of the welcome bonus (in that case I could understand the casino's decision); I'm a longtime and loyal casino player, so I really don't deserve this treatment.