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Roo Casino - withdrawals cancelled

Ruling

Found for the Player - Despite our repeated efforts to contact Roo Casino to discuss this issue we have received no response whatsoever from the operator.

Read our Roo Casino Review.

Player's Complaint

Had 2 pending withdrawals value $5000 AUD each,at Roocasino.They have been voided because I breached Active Bonus bet of maximum $8 AUD.

I understand for standard player $8 AUD is the maximum bet.

As a VIP player the Active Bonus maximum bet is $15 AUD.i was betting $10 AUD during the wagering requirement which wasn’t a breach of the terms and conditions.

I contacted customer support asking if my account was VIP, they replied in the chat YES.

In the same chat,once confirmed my VIP status,I questioned why they cancelled my withdrawals as no breach was made under VIP terms and conditions Active Bonus.

They then replied apologizing for misunderstanding,my account has been downgraded to standard player.

I have evidence of emails with special VIP offers and proof from customer support confirming same chat i was VIP player.i have never received NOTIFICATION prior that my VIP status had been downgraded.

This is fraudulent practice they are using.

Could you please investigate on my behalf on assisting me in retrieving my winnings.

Read the casino review

4 Responses

ThePOGG
April 29, 2020

Hi illy77 - welcome to ThePOGG.com!

Unfortunately you have chosen to play with an operator that is both negatively listed with this service and who has historically been non-cooperative with complaints submitted to us. While we will try to contact the operator on your behalf the chances of a successful mediation are low.

Thanks,

ThePOGG

illy77
May 1, 2020

I hope i will get the money that i won

illy77
May 5, 2020

Hi any updates about my case?

ThePOGG
May 22, 2020

Hi illy77,

Sadly despite repeated efforts to contact this operator to discuss your issue we have received no relevant response. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Agreement

illy77 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Roo

April 29, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.