auBlowncrazy1
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27 June 2018 - 12:40pm

Roo Casino won't pay my winnings

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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.

auseanoyamma
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17 January 2020 - 5:55pm
#31

Hi jasmine i went through exactly the same thing spent thousands in there when i tryed to withdraw 5k that i won bam same thing breached read there terms and cond they say they can put bonus money into ur account without telling you that is intrapment read my sorry assed story top o the page with all the proof in green screen shot they said they refunded my $100 BUT i spent like $500

auBatth
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Joined: 2 May 2019
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17 January 2020 - 10:00pm
#32

Hi
Don't play with them...they are frauds happened same with me... they won't pay any money...

auausguy
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18 January 2020 - 8:20am
#33

Jasmine290

I only play live dealer so I don't have to worry about mixing bonus money as there is never any because I always opt out of that option. Roo like every other casino only makes selected slots/pokies available to play (low jackpot games). Effectively you have next to no chance of winning as the prizes are too low & the play through too high as in x 35 to 1 or sometimes more & the bonus amount is usually rather low ?

With any bonus if any part is involved or mixed with your own money then they have limits on how much you can bet per spin or bet. That's the trouble with it as they restrict your amounts when their money is involved. You need to be up to speed with all the finer points of the bonus rules. They are in control of payouts & they won't pay if you don't comply despite how unfair you view it to be ?

With the play a few months ago (as I said I eventually got my money back after 17 days & potentially could have won decent money ?) I didn't do any good & the casino got all my money. I have played infrequently since then but my luck didn't last long & Roo got my BR's as well. At present I'm not playing at all as I'm saving up to buy a used car. Probably sometime next month. I will get back to some play maybe in March 2020 ?

I did switch to Emu but that didn't last (Nov. 2019) as following complaints to some OZ authority about them cheating from some players, the internet connection was blocked for OZ residents. There were some connection alternatives from Emu involving Skype & Mozilla Firefox but too involved for me, so good bye Emu.

Originally I was with Dingo Casino but on their live games they had very low limits ($1 - $100 on every game). At least Roo has higher rates & 2 tier levels @ $1 - $200 & VIP $10 - $1,500. Can't comment on withdraws as I've never won to be able to withdraw. So at this stage I can't say if they refuse to pay ? My view is that they will go broke if they refuse to pay large numbers of genuine winners ? Players will not return if they find they are getting ripped off. There's plenty of other casinos to chose from but less so for OZ players since the 2017 gambling laws kicked in.

Just a thought on Roo. OZ people could complain about Roo like they did with Emu. Do you want them to be banned as well ? I'd be inclined to not complain but comply with their T & C's.
For me having a casino like Roo is better than no casino at all. We don't have the choices we had prior to Sept. 2017. I had an account with Bet Victor (UK) but they canned it due to the 2017 laws & way better than what we have these days. That's the way things are with all the do gooders & Nanny State Pollies that feel we need protection from gambling our lives away. Those laws are so ineffective as locally 80 % of gamblers are still playing the slots/pokies in the pubs & clubs like they have for many decades. The problem gambling is still there as large as it always has been & the 2017 laws have done zero to change it.

Jasmine290

maADALIGO
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19 January 2020 - 5:19pm
#34

Roo casino has a slow withdrawal , it's take long to get paid, should checking about the casino before , but good for you to get finally paid after all waiting .

auOZ Tregent
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16 March 2020 - 1:15pm
#35

I have won $120,000 with roocasino.com Basicly they are saying i broke the terms ans conditions of there site saying when i deposited i deposited $50 and got a bonus of $12.50. Therefore the t&c's say you need to bet max of 20% which is $2.50 max bet to wager...but i didnt make a bet under $3 with bets going to $150 a spin.i did not play 1 dollar in that $0-$2.50 bracket.but i was able to withdraw $5000 to have it cancelled but my fight with them is if i never spun a spin in that wagering bracket why was i able to withdraw $5000 if i had a wager still and when you have a wager you can not click the withdraw button as it greyed out with how much wagering is left and a percentage bar....but in addition to this roocasino made me send in all my documents iv sent them everything from licence,birth cert,medicare to utility bills and key card...they have all my information and they have done something to my account for me to be able to make an attempt to withdraw.but shouldnt have been able to click withdraw with the wager at 100% still.iv got screen shots of all transactions and me winning big amounts on certain games and all emails sent between alexander and myself.so after auditing my account after i filed my first $5000 withdrawl they took the other $114990 out my account and left me with $62.50 and now im bannned from speaking with them and need a lawyer to talk in 3rd party can you help me get my money back i won legit and fair and square

screenshot_20200317-001626_gallery.jpg
usbarbadosslim93
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16 March 2020 - 1:36pm
#36

Ouch, that's rough. Scammy sites suck, man. Best of luck to you. My guess is that you'll never see that money.

auausguy
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16 March 2020 - 4:28pm
#37

OZ Tregent.
Unfortunately OZ you didn't comply with the T & C's, so they have you on a technicality of betting too much on the bonus. I know that it's only small amount like 50 cents over but it's their game so it's their rules. If you read my other posts you will see how I warn players to be well aware of the traps of the bonus conditions.

As your deposit was only $50 & the bonus was $12.50 not very much when compared to $120,000 or even $5,000. I recommend that you don't take on any bonuses. I don't, so when good luck jumps your way the money won is 100 % your way.

I see that they paid you $5,000. Does that mean you actually got that money into your account in Australia ? Plus you still had/have $62.50 in the Roo account ?

I just had a bit of a look at Roo's T & C's Bonus Section. (you should check it out when in a good frame of mind as there were 21 points & some other conditions). It seems like they paid you off the Loyalty Points platform, it mentions that in your posted statement. They have a maximum of a $5,000 pay out. Anything over that is forfeited back to Roo casino, which is what happened. The $62.50 is probably excess Loyalty points.

If they paid you then your ID requirements were accepted. The near to $115 K I'm afraid is lost. Even if it went to court you would lose because by playing at Roo you automatically accept their T & C's. Solicitors may be reluctant to follow up because Roo is overseas & they are unlicensed because of the OZ Senate Laws of Sept. 2017.

The bonuses & maximum payouts are set at $5k (Loyalty) & $10 K (Cash BR with no bonus). The pay outs are every 10 business days. So $115 K would take nearly11 months to get all the money but that's only wishful thinking on that money. Why were you banned from talking to them ? Did you get abusive ?

I'm sure they get a lot of flack over players not understanding the bonus rules & there are a lot of arguments about Roo not paying out. They won't if you don't comply. It's similar to those poker machine jackpots that say you won $8 million when the maximum for that game might be $20 K. It's the same with all sorts of legal arguments, but on the machine it says any faults make the prize NON PAYABLE. No player has ever won on results like that.

$5,000 off $50 is a very good win. Like 100 times your BR.

For interest sake what game(s) were you playing to win so much ? VIP live dealer ? Either Blackjack, Baccarat or Roulette. How long were you playing for & did you do it in 1 session or a number of sessions. Have you thought of returning ($2 K is the maximum deposit I think) ? Perhaps you could repeat the process & make $120 k or more ? Only you can make that decision but how sweet would it be to clean up without the bonuses, including leave the loyalty points for another day.

Play without the bonuses & any wins are all yours. They pay $10 K according to the T & C's every 10 days. OK it takes 6 months to get fully paid but $10 K every 10 business days is very easy to take. Another way is to use the $5 K & play at an OZ casinos. What area are you in OZ ?

I hope my opinions are OK with you & best of luck with making winning plays in the future.

auCL-Ed
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17 March 2020 - 12:38am
#38

Sorry OZ Tregent but you have no hope. If you never made a single bet under the $2.50 limit then there is absolutely no way that they will pay you.

Even though they don't prevent you from breaking the rules via software, this casino's operator has shown us time and again that if you break the rule even just once they will invoke the term and cancel your payout with no mercy whatsoever.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

auausguy
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17 March 2020 - 2:19am
#39

CL-Ed
He did get paid $5 K off just a $50 deposit. Despite near to $115 K being forfeited due to the Loyalty rules. $5 K is better than OK. Let's see if OZ replies soon to see what he thinks of my thoughts & what he might be doing casino wise in the near future ?

auCL-Ed
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17 March 2020 - 11:06pm
#40

I don't think so.

Quote:

i did not play 1 dollar in that $0-$2.50 bracket.but i was able to withdraw $5000 to have it cancelled

I'm pretty sure that means he was able to submit a withdrawal request for $5000, which is the maximum allowed. The casino then reviewed his play and cancelled it (and voided the rest of the winnings) because, as he stated, all his bets were over the limit.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

auausguy
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18 March 2020 - 12:40am
#41

CL-Ed

Yes that is correct. They paid him off the loyalty points platform. It says that in his screen shot account image. That's why they paid him the $5 K (I think he may have already got that money ?) & took the other near to $115 K back. He had $ 62.50 still in there.& it's locked in because the minimum withdraw is $350.

I was hoping that we would have heard from him by now ?

auOZ Tregent
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19 March 2020 - 8:16am
#42

Hey sorry guys to keep u speculating!!
Ok so when i first won from 4k amd won 35k in one $20 push i then thought i want to save that 40k amd i thought i would play with loyalty points got $800 back from them but got a wager of 50x that of my balance amd i played for 2 days straight to only get to 49% so i complained and asked if they can take back the $800 amd wipe the wager but by then i had turned my $40k into $60k,$80k,$120k.
So they took the $800 out of my account most likely knowing it was going to get taken off me but still made me send in document after document they said my licence was expired it was but then i got that fixed i spent a day in city getting birth cert and medicare and still wasnt good enough sent util bill amd my key card amd.a dhhs goverment card and i think something else amd i still wasnt told about breaking t&c's.it was then once i filed for a 5k withdrawl in was pending for like a week then canceled and they took the whole amount exept $62.50 and said if i want to fight it i need a 3rd party to proceed with the appeal.

I just dont get the part of if i never spent any money in the 2.50 max why isnt my wager still on there because i never span 1 spin in that bracket and therefore i shouldnt have beem able to withdraw if i havnt spun 1 single dollar in the bracket of 2.50 max so why cant i play it out after in that bracket its a rort....they are happy to accept our money and what not but when it comes time to pay out they fine tooth comb it...i deposited 6k with them in 1yr amd i just would be happy to get that back as its a fucking rort scam and yeah not happy to get treated like a dickhead if they knew i wasnt getting the money why make me run around to get documents and so forth.

auausguy
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19 March 2020 - 11:07am
#43

OZ
Please clarify about getting some money ? Did you get $5,000 from them ? Is that money now in your account ? The way I read it off your screen shot statement & what you previously said is that they did pay you the $5 K ?

They took the other near to $115 K back as a forfeiture under their maximum Loyalty bonus T & C rules. You won't get that money back. If you won under their gambling rules they would have started paying you but you didn't so they took the money.

With your wins what games were you playing & how were you betting to get to $40 K then $60 K, then $80 k & then to $120 K ?

Roo Casino is tricky. They are registered in Curacao in the South part of the Caribbean (near Venezuela Sth America). Their chat line is based in London UK & admin matters are in Cyprus or maybe Malta ? What I found was that the chat line only knew the basics & that the admin in Cyprus (or Malta ?) did the accounting work & the payments. They are an unlicensed Casino & from Australia NOT LEGAL. That could be tricky if you went to a lawyer as it's offshore, so no legal basis to fight it from what I can see. I found a bit about Roo when I was chasing $400 +/- (see my earlier posts) but never did understand fully how they worked ?

Accepting all this OZ is a bitter pill to swallow but sadly that's the way it is with on line Casinos not just Roo. What's difficult is all the T & C's terms. So many & the average person doesn't want to wade through them but when it comes down to bet rules & NON PAYOUTS that's when the arguments start. The Casino has the advantage because they are dealing with their payout rules every day. Players don't win often so way less aware.

When you started out in the 1st session you deposited $50 & got $12.50 bonus. You had no idea until days later that you would be up $120 K. That is phenomenal especially off $50.

All that I can again say is don't take bonuses. I don't with Roo & they have it that you can click that option.

With the ID requirements. You should have given them a copy of your Drivers Licence (not an expired one) or your passport. A bank statement maybe with your address showing your name & account numbers with a transaction to the account name that Roo uses. You can block off other non Roo Casino transactions as you wish. Your debit card with the 8 middle numbers blocked of (front & back [because the numbers come through reversed on the back]) plus the security code should also be blocked. Then a current utility bill.
Medicare card & Birth Certificate are not of much use as they don't provide the ID they want.

I can see you getting upset with it all because you need to understand what they want. To me this probably led to some conflict. With Roo taking most of your money that is hard to take when you expect to get paid. Did you argue with that Alexander guy ?

They advised getting a 3rd party because they could see you didn't understand all their betting & bonus rules. No doubt they get this all the time. An accountant or a lawyer would have been suitable but the cost ? A solicitor is $400 - $500 P/Hr. So it might cost you $2,000 or $3,000 at least to get represented but being illegal under OZ gambling laws they might not take it on ?. An accountant might be a bit cheaper but still a 4 figure sum.

In part of the T & C's there's a part where they say 7 days is the appeal period & after that no consideration will be given. I assume it's more than 7 days ?

You've spent $6 K in the past year but what you've won or lost with that money has no bearing on the $120 K money. Every session has it's own set of circumstances.

What's your future plans with Roo ? Maybe return & play with a decent BR without any bonuses ? If you won before you can win again. Only you can make that decision.

auOZ Tregent
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19 March 2020 - 5:59pm
#44

See in this pic the name is ryan goldman but on bottom its alexander bass this is why i think they are full of shit.

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auausguy
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19 March 2020 - 7:09pm
#45

OZ
There could be a number of reasons that Ryan Goldman is your account manager ? Alexander Bass could be on holidays or they work shifts but that should not be a worry. Ryan Goldman is still representing Roo casino.

He mentions that the audit team had a meeting & found that you were in breach of the Terms & Conditions. Accordingly they made all your bets invalid & took all your winnings back. Almost certainly because you bet more than what you are allowed as the starting amount wasn't very much. They aren't going to pay amounts (in your case very large) when they can avoid it.

Bonuses & Loyalty points all favour the Casino. They don't care if you say they are full of shit. They probably get that all the time. A lot of players don't understand the bonus terms & when they do win large amounts they then scream blue murder that the casino is ripping them off when in fact they broke the amount that should be played rules. That's exactly what's happened here with you.

You seem shell shocked by all of it but you'll have to accept what's happened & maybe try again ? With $62.50 in your account you haven't lost anything apart from the time you spent betting only to lose it all due to bonus breaches.

There is no date on the Roo email you posted so I don't know how long this has been sent ?

What would be good OZ is to tell the forum about your plays & how you won all those dollars & if you plan on going back to Roo to play again ? See if you can save up some good money & give it a real crack. $2,000 AUD is the maximum deposit.

As I've said before if you did it once maybe you could do it again = play without taking any bonuses ?

It's a waste of forum members time if you don't reply to our views & questions.

auCL-Ed
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19 March 2020 - 11:13pm
#46
OZ Tregent wrote:

I just dont get the part of if i never spent any money in the 2.50 max why isnt my wager still on there because i never span 1 spin in that bracket and therefore i shouldnt have beem able to withdraw if i havnt spun 1 single dollar in the bracket of 2.50 max so why cant i play it out after in that bracket its a rort....they are happy to accept our money and what not but when it comes time to pay out they fine tooth comb it...i deposited 6k with them in 1yr amd i just would be happy to get that back as its a fucking rort scam and yeah not happy to get treated like a dickhead if they knew i wasnt getting the money why make me run around to get documents and so forth.

Sorry but it just doesn't work like that. Let me explain the reason why they have that limit.

When claiming a bonus it is often the best strategy to bet as much of your balance as possible in the hope of hitting a big win, then reducing your bets and playing out the rest of the wagering requirements. If you hit the big win, you have a much better chance of completing the rest of the wagering requirements and cashing out, but if you don't you lose your balance quickly and never have to do the rest of the wagering. With the right wagering conditions this can give a player a mathematical advantage over the casino which of course they don't like.

Casinos try to stop this by capping the amount you can wager on a single spin while wagering a bonus. Some even have convoluted terms that state that you can't reduce your bet down to below a certain percentage of your initial winnings bets after a big win.

The limit is not a special bracket of bets that only count towards wagering the bonus requirements. Otherwise the strategy would still work: you could deposit and claim the bonus then wager as big as possible with that extra money and reduce your bets after the big win.

I have been saying for years that casinos that want to apply these rules should be doing it in the software so you can't possibly wager too much. That would prevent all of these situations from ever occurring but only a handful do so. This operator is definitely not one of them and we've had loads of complaints about them in particular applying the rule very aggressively across all their casinos.

We have intervened from time to time to try to get people paid when they have broken this sort of rule accidentally, and sometimes we are successful. But in your case you haven't got a leg to stand on as all your bets were above the limit. No casino would pay out under those circumstances.

I can totally understand your frustration with being asked to send in ID and documents and then being told afterwards that they weren't going to pay. That is yet another consequence of them only applying the rule in retrospect after a withdrawal is submitted. The person asking for ID has probably not even looked at your gameplay at that stage.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

auTuohy
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Joined: 2 Jul 2020
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2 July 2020 - 9:05pm
#47

hi i am having the same problem at pokie mate casino i an trying to get accurent affair to do a story on this and there scams pls log interest on there web page and help me bring these scammers undone

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