RooCasino - Se ha retirado el privilegio de bonificación del jugador.

I received a $20 prize from the Spin Wheel at Roo Casino. Then I made a deposit of $120 with a selection of bonuses that was offered to me. I chose a bonus with my deposit. I eventually made a withdrawal request of $1000. But that request was voided because when I received the $20 prize from the Spin Wheel, I betted over the limit.

Roo Casino refunded my $120 to my account. However, I believe that I should be entitled to select another bonus with that $120 they refunded back into my account. Roo Casino will not let me choose another bonus option.

I don't think that is right or fair, do I have a complaint issue here.

Dear Carla,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that the issue is that you’re not entitled to any further bonuses anymore.

Please understand, that we can’t penalize the casino for taking away your privilege of receiving further bonuses. Casinos, in general, have a right to restrict or even close players’ accounts if they suspect irregular play or other questionable activities or for no reason at all.

If the casino refunded your deposit and no funds are being held, I’m afraid, there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Dear Carla,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.