auBlowncrazy1
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27 June 2018 - 12:40pm

Roo Casino won't pay my winnings

29 replies • Last post

Hi can you please help me, I won $4,500 on Roo casino, I collected it was pending for 2 days thento recieve an email saying I up the bet during bonus money which forfeited all my winnings even the winnings I won before I put the up and that they have put the $50 back in my acc I started with. Surely they can't take my winnings like that.

devomvom12
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28 June 2018 - 5:47pm
#1

hi Blowncrazy1 wellcome to the forum

i am sorry to say that but surely they can take all your winnings if you violate the terms & conditions
of that casino. almost all casinos have that max. bet per round with a active bonus rule !
(most times it is between 2-5 €/$....at roo casino it is 8 €/$)

belive me...not reading the entire terms & conditions is the most common mistake
that people make who are new to online gambling.

i don't think that they will pay you any of your winnings at all.

cheers

CL - klaw

usbarbadosslim93
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29 June 2018 - 12:54pm
#2

vomvom12 is right. If you violate the terms, the casino will find a way to take those winnings. Can you let us know some of the specifics regarding the play and why they took those winnings?

CL - klaw

caWaroftheGods
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11 September 2018 - 9:49am
#3

Yep, I've been exactly where you're at with this one, I was so angry they would dish up my 600$. But it was within their right to withhold my winnings that time. I either read there t&c or dont accept any bonuses at all from the casino.

It's a hard pill to swallow sometimes Blowncrazy1, sounds like you have no choice but to pick yourself up, dust yourself off, and then win double what they kept from you without violating any of their t&c, and cash out happy lol
Good luck

CL - klaw

krcoolsongss
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11 September 2018 - 3:38pm
#4

With a few exceptions, all casinos has the max bet rule with bonuses.
And they usually cancel all the winnings if a play broke the rule, especially big wins (as I guess).

But, they are not rogue nor too strict, because some casinos just close player's account which makes him crazily anxious.

They gave your deposit back, so anyway, they are not that bad.

Try to talk with them about your point, like they should give you back the amount before betting over the max bet, after deducting the then left wagering requirement from the winning amount...sort of...

Good luck.

CL - klaw

auBatth
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2 May 2019 - 10:45am
#5

Thats what they did with me .... they did not pay me 20000which I won but 100dollars which I played. Worst casino.out there. Been palying online.for.so. long. But this is a scam. And I will make sure they cant operate in australia. As I.am.already in talks with government ,being in council myself.

auBatth
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2 May 2019 - 10:46am
#6

Roo casino is a scam

auCL-Ed
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3 May 2019 - 6:37am
#7

Yep. Loads of scam casinos have popped up recently because of the Australian government decision to aggressively pursue overseas casino operators to protect us poor punters from ourselves. So most of the good ones have closed their doors to Aussies and all the bad ones spring up like weeds to take their place. Ain't our government smart?

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caMTLBOBz
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6 May 2019 - 11:36pm
#8

oh yes they will if they want you can try complain ask gambler but i think its only an ilusion because they dont let me put a bad review from my experience the casino i complain only got full star reviews and the reject my complain so i dont think they will care about something but hey its only me for one specific casino or gor directly to the liscense they are under i think you got better luck your local police of course its not their juridiction so...

aujennylou68
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27 May 2019 - 7:19am
#9

Trying to withdraw my winnings,I have uploaded documents to them ,they keep rejecting them ,try to upload what they ask for & now their uploading mechanism isn't working,I think they got sick f me ,or is that where the scam functions (can't upload documents to them)....moving right along ,NOT PLAYING ANYMORE

devomvom12
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27 May 2019 - 7:34am
#10
jennylou68 wrote:

Trying to withdraw my winnings,I have uploaded documents to them ,they keep rejecting them ,try to upload what they ask for & now their uploading mechanism isn't working,I think they got sick f me ,or is that where the scam functions (can't upload documents to them)....moving right along ,NOT PLAYING ANYMORE

i would contact the live support (if they have a live support ) and ask what to do... maybe you can upload your documents at the support or send it via email.. i am sure that there is a alternative way

good luck

jennylou68

baMr.Santoro
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27 May 2019 - 7:55am
#11
jennylou68 wrote:

Trying to withdraw my winnings,I have uploaded documents to them ,they keep rejecting them ,try to upload what they ask for & now their uploading mechanism isn't working,I think they got sick f me ,or is that where the scam functions (can't upload documents to them)....moving right along ,NOT PLAYING ANYMORE

The best way is to contact the customer service and ask them what to do, step by step. Otherwise you might lose it all. And I don't know why are they doing it.

jennylou68

auseanoyamma
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27 May 2019 - 9:04am
#12

ROOCASINO is a ripoff they are rogues nothing but thieves anyone who sticks up for them is just as bad they would not let me withdraw my winnings of $5000 after countless deposits they also said i breached there terms and conditions in witch i disagreed they said i was given a $10 bonus with my $100 deposit and i cant bet more than 20% of the $10 which works out to be $2 plus the wager in which of the $10 to my surprise is $2200 now i went through my history and found that my first 15 bets were of only $1 and i won nothing i screen shot them sent them in they said my money gets spent first then theres i also had ten free spins and won a whooping $0.66 cents they told me i have to bet lower than 13 cents for the 66 cents i asked them and were does the 66 cents go in my account front middle or at the end of my winnings they told me to read terms and conditions so i went through them with a fine tooth comb and guess what in the terms it says they can put bonus money and free games into your account without you knowing and without a deposit so to me that is setting everyone to fail there terms its called entrapment ur never going to win when the odds are stacked against you thee are thieving bastards unless you check your account every time you play to see if they snuck a $10 bonus in as they did to me and unless you know exactly how much you have in your account your not going to notice a measly $10 so as youve guessed im never playing that bullshit casino ever so make sure you read t:s and c:s if it says they can put free games or bonus money without a deposit or without you knowing stay away from them i only wish they were located in Australia not in Malta because i tell you there building would have way more costs put to it then $5000 i never breached there terms they breached my trust

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3 CL-Ed, vomvom12, jennylou68

aujennylou68
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27 May 2019 - 10:12am
#13

The bastards ! Lucky I never deposited more than $40 ,thanks for the info ,sorry for your loss ,how do they get away with it!

devomvom12
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27 May 2019 - 10:25am
#14

hey seanoyamma

i never played there...i'm not a big fan of rtg games/casinos at all
but this sounds all really fishy to me...
you said that they are located at malta do they have a malta gaming license then as well ?
if yes.. maybe you can submit a complaint at the malta gaming authority.
it's worth a try... i mean $ 5000 is a lot of money

auseanoyamma
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27 May 2019 - 11:46am
#15

No idea they said they put my $100 back into my account but I put more than that in and I couldn't see were they put it

auCL-Ed
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30 May 2019 - 4:48am
#16

If you deposited using a credit card, you should contact your bank and file a chargeback for the deposit amounts. At least you get your deposited funds back. There is a time limit which you need to be under when disputing a transaction so you'll need to check with your bank whether you still can based on the dates in those screenshots.

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auDoc Straightjacket
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7 September 2019 - 12:25pm
#17

Roo Casino Aye! Reading the reviews almost all identical..So yes i have been in the same situation! Made a deposit got a $500 win jacked the betting up,Requested a $4200 withdrawal..Only to be told violation of t&c..Due to a total of betting and spinning with a extra 7cents per bet...
So is this just another bad review for Roo Casino? NO! I actually have to be honest and CONFIRM that roo casino DO PAY!!
I made a deposit with no bonus,got a good win on $5500 requested a withdrawal of $4500,While pending i continued playing with the $1500 to get up again placed another request..48hrs later no longer pending but confirmed,Both payments in my bank account..11days later more withdrawals in my bank account..To date $18,000 paid..Currently $10,000 pending and $35,000 sitting in my account,Maximum of $10,000 will be paid every 10 days

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CL-Ed

auBrenda Hines
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7 September 2019 - 10:15pm
#18

I know my winnings are not big $990.00 I tryed to withdraw they tell me I was not to bet $10 I don't under stand ..I used they bonus never won so deposited my own money $100 and won $900 when I tryed to with draw it was blocked said I had to cover some points which I finely did then I with draw my money to then been.told I breached there rules ..is there some gambling where we can all complain ..this is not right ..I am waiting on a with draw now I am worried there going to say no ..

auCL-Ed
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8 September 2019 - 11:24pm
#19

Sorry folks, there is pretty much no-one who can do anything about rogue operators like this. They deliberately set themselves up to be unaccountable to anyone. Looking at their site I can't see any evidence of a license from a known regulator, not even a worthless one like Curacao, no company name or contact details, nothing. Its just another in the long line of dodgy casinos set up to deliberately prey on Aussies after all the good casinos were forced out by the government.

A good rule of thumb to go by is the more Australian themed a casino appears to be, like having kangaroos or koalas or the words "mate" or "pokies" or whatever other stereotypical Aussie slang plastered all over the site, the higher the chances are that it is a rogue operation. The only exception to that I can think of is Emu Casino who have been around for many years and have a good reputation.

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auIsobel5180
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22 September 2019 - 10:33pm
#20

I am also having a problem with this casino. I won a jackpot and tried withdraw $4300. The casino voided my winnings saying I breached the bonus terms and conditions by making bets higher than the bonus amount allowed before playthrough was achieved and before I won my Jackpot. This is not true. I made 3 $20 bets by accident 40 minutes after I won the jackpot. I went through my entire history and added up my playthrough to see had i met the requiremenys. The casino says I needed a play through of $2518 and that I had only played $2398. I calculated from my history that I had played through $3369. I dont know what I can do to fix this and get them to pay. I think it is really wrong. They should not be able to get away with this. I do not recommend using this casino to anyone. Stay clear. I used this casino because there are so many online casino review sites that recommend this casino but I suspect now that the authors of those site have never actually tried to withdraw from this casino.

CL-Ed

auCL-Ed
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22 September 2019 - 11:40pm
#21
Isobel5180 wrote:

I used this casino because there are so many online casino review sites that recommend this casino but I suspect now that the authors of those site have never actually tried to withdraw from this casino.

Well yes, and more importantly they are being paid to refer players to the casino and have no care about what happens to those people after they are referred.

vomvom12

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krcoolsongss
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7 October 2019 - 8:21am
#22

I thought that Roo casino was Ok to play with real money. But, we have many victims from their rogue behaviors. I am sorry for you, guys. Just move on, and wish you good luck in new casinos!!!

auausguy
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22 October 2019 - 4:22pm
#23

Roo Casino The fail story continues ? This is my 1st post. I will first talk about Dingo Casino & that will lead into Roo Casino. So please bear with me with this, thank you.

I've been playing live casino out of the Star at Sydney since 2001 to around 2010 & online since 2011 until the brain dead Senate laws of 2017 threw a massive spanner into the works. I had an account with Large UK casino BetVictor but the new laws saw this account cancelled & as most of us know we struggled to find a reliable replacement ? The Australian Bureaucracy put a lot of money, manpower & money & "teeth" into these laws as just about every avenue was cut off.

I'm no Spring chicken, I'm on a pension & will be 72 next month.

1st up the since 2017 I was doing a bit of sport betting but nothing of series money, mainly $20 - $30 here & there, A couple of months ago I was playing live dealer Dingo Casino. So no casino bonuses just my money. I was only playing Baccarat & all was good as the table limits were quite high like$1.50 min. & over $18,000 max, but they restricted the payouts like $4,000 for 1 week & $8,000 for 30 days.

So if you won nicely it would take some time to get all your money.Anyway I put in $600 but then found they'd changed game provider. For live dealer they used various suppliers & for Baccarat they used Sun Macao but the limits were so low at $1 min to $100 maximum on every table. Anyway i got the Balance up over $4,000 but Dingo were open about were there accounts came from. I got a call from London, there chat line is based there & they told me I upgraded to VIP & they had about 5 levels of that but higher withdraws were a major attraction.

They are registered in Curacao & use Whitesmoke serviced payment processor Cyprus. So they are open about all that. The low limits was so tiring for days & days & into the night I played. In the end I decided to look for another casino & Roo got my attention. So I arranged a Dingo withdraw & joined up with Roo Casino as they had 2 Baccarat limits. $1 - $200 or VIP at $10 to $1,500. For Baccarat they used the same Sun Macao casino.

So I joined up & deposited $300. (No bonus activated) I have bet sheets so made a few bets & should have been ahead but after a few bets money was disappearing out of my account. Like starting bets were $2 so you shouldn't lose too much at the start but I was. Like 2 bets totaling $8 & both lost then a tie you would hope the balance would be $292 ? But it wasn't It was at $210. Then I bet $14 & it lost so it should have been $278. At that early stage I couldn't work out what was going on ? The next bet was for $30 & that won so I should have been $308 (+8) but wasn't the balance was now only $109 ? Then I saw that the bet acceptance was showing "bet accepted". After the bet It then said bet not accepted & $40 & $50 amounts were disappearing from my account ?

After 36 bets all my money was gone but according to my bet sheets I should have been up $423.60 (+ $123.60). I thought someone would have quickly resolved this but I was sadly mistaken. Chat just did what they are paid to do & fob off the complaining customer. So after a few days I sent an email to customer support. The 1st thing they tried on was blame my PC. Check Google check cookies check this & check that ? I did all that & went back to Dingo & played Live Baccarat at Sun Macao (same casino, even the same table) I only put $20 in but paid particular attention to the game accepted/not accepted notifier & every bet was accepted.

So some days ago I sent an email to support & they just said they are waiting for a response from the game provider ? My way of thinking is the casino holds the money & they should be the ones responsible for the mess up ? I thought they'd just pay the live casino a provider fee for the games & the dealer service ?
Surely that's the way it works as dingo uses a payment provider in Cyprus for profit & loss amounts & game provider costs ? So it should be similar with Roo as the loop should only involve Roo & the game provider doing all the donkey work ? Like if they can block people because alleged bonus infringements they must have control of the finances ?

What actually happens is everybody just looks at the bet transactions & they are correct. That's how I know I'm up $123.60. What doesn't show up is that "rogue" game program that takes money away even when you don't place a bet ?

I sent an email some hours ago to support & I just get the same answer "still waiting for the game provider to reply" ?. I don't have high confidence of getting my money back. I'm into day 13 since I first reported the problem I see they've altered the withdraw limits to min $350 & the min. play deposit to $30. If I get the $423 back I'll try to withdraw it.

I think I'll get a little more serious with Odd & Even scores in Sport betting. NBA is about to kick off & tennis goes all year & AFL in season. Yes a couple of hundred to test the waters might be in order ?

CL-Ed

auCL-Ed
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22 October 2019 - 11:55pm
#24
ausguy wrote:

So some days ago I sent an email to support & they just said they are waiting for a response from the game provider ? My way of thinking is the casino holds the money & they should be the ones responsible for the mess up ? I thought they'd just pay the live casino a provider fee for the games & the dealer service ?

Surely that's the way it works as dingo uses a payment provider in Cyprus for profit & loss amounts & game provider costs ? So it should be similar with Roo as the loop should only involve Roo & the game provider doing all the donkey work ? Like if they can block people because alleged bonus infringements they must have control of the finances ?

They are more than likely what is called a "white label" casino which means they are effectively renting a casino from a provider that organises all the games, customer support, and transactional services. The provider banks all the money and then pays the operator a share of the profit. The casino operator has almost zero control over anything aside from marketing to acquire players and offering bonuses to get them to deposit. So although I have no doubt based on what people have posted here earlier that Roo Casino is shonky, they are unlikely to be able to just pinch money from your balance like that. More than likely it is a bug from the live dealer game provider's side of things. But it is interesting that you're playing the same game at another casino and it works fine there.

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auausguy
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23 October 2019 - 2:44am
#25

CL - Ed
Thanks for your reply. I took your advice & signed up with Emu Casino. I have them on standby & IF I get my money from Roo I'll put it into Emu & play over there.

Yes what is worrying is/was that the game validation on the table 7 screen came up as bet accepted & say a $20 bet on Player won so in the history it would show the bet & the result, as in $20 bet placed than $40 "won" = actually $20 back & $20 profit. That's all OK. However very quickly before the next bet timed out (30 second window) the game validation would then say bet not accepted ? That's when it would deduct amounts out like $40 or $50 without me doing anything to my bet money? To me it's like a "bug" had been inserted in the game program to make it take money out & send you bust even though you were actually making a profit ? Like they don't want winners ONLY LOSERS ?

The other thing is that the bet transactions were only visible on the Sun Macao table (in my case table 7). There was no record available on the Roo site despite a bit of a menu there for history ? Clicking on it just drew a blank response on the screen ?

I've never heard the term "white label" before but it fits to what they are doing ? They are relying on others to provide the information & obviously they aren't in any hurry to finalise my "enquiry" ? I'd probably be like a birthday cake with hundreds & thousands & I'm just one of the little coloured balls.?

A few other things they talk about, in their T & C's they say the game transactions will be used as the final arbitrator in deciding the matter. That part is good but getting the information processed is left far short of a reasonable time frame ? The other thing is they don't say anything about where they operate from & who controls their licence ?

Prior to doing the Dingo Casino check play I went to Google chrome & cleared out any unknown & not used cookies & tripled checked the Google settings everything was working very well, rebooted & went on table 7 Baccarat at Dingo & all was fine (I lost the $20, get out the tissues). All I can do now is wait & hope they don't rip me off ? Nothing surprises these days when it comes to down to ways people are trying to make money ?

I'll update if & when they decide to look at my situation ?

CL-Ed

zaLambino
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23 October 2019 - 4:31pm
#26

This is terrible of them , I played a no deposit there before but never made the wagering requirements but looks like a donged a bullet after reading this

auausguy
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24 October 2019 - 1:44am
#27

Yes Lambino "the silence is deafening" & get's louder as everyday passes. It's now 14 days & still nothing ?

There's no bonus money involved, so it's just a straight out operating decision. There's no manager there to make decisions just rules & "slaves" to do the donkey work. On this one the balls in their court but the balls just sitting there on the ground with not a player or racquet in site, so I just wait ?

It doesn't look all so good with Roo as I've already said they've upped the minimums. Now $30 minimum deposit from previously $20 & increased the minimum withdraw from $300 to $350.

Just my personal opinion but I think they are struggling for cash flow & so delaying payouts to make ends meet. I think they will fold but lets hope I can get my money before they do ?

Here's a deposit & withdraw comparison between Dingo casino & Roo casino. All in $ AUD

Dingo Dep. $20 - $7,000. Roo Dep. $30 - $2,000

Dingo Wdw $100 - $5,000 30 days. Roo Wdw $350 - $5,000 single claim $10,000 every
10 bus. days.

auausguy
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28 October 2019 - 7:43am
#28

2 hours ago I received a Roo Casino email advising that my bet money has finally been paid. I logged in & there the money was in my account.

It was $421.55, near enough as I thought it was $423.40 but their history only goes back 7 days so can't check it as it's been 17 days.since the errors occurred. Not going to nit pick about $2. Potentially could have made a lot of money in 17 days ?

I've been of 2 minds once/if the refund came through. The 1st was to withdraw the money & then play it through somewhere like Emu Casino ? The 2nd thought was to keep on trying to win & somewhat like Doc Straightjacket get some 5 figure numbers & then withdraw ?

I think I might try option 2 & keep an eye on the bet accepted not accepted notifier. If it plays up again I'll do a withdraw.

At this stage it's now on with the show & I'll update if profit keeps climbing or bust raises its ugly head ? Give it some days & I'll see how I'm going later in the week.

CL-Ed

auCL-Ed
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29 October 2019 - 10:18pm
#29

Glad to hear you got paid in the end ausguy. The slight difference could be due to foreign exchange conversion or bank fees.

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