Roostake Casino - El retiro del jugador se ha retrasado.

Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear nikolajapec32100,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thank you for your reply. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please post a screenshot of your withdrawal history here in this thread?
• Did you accumulate your winnings with or without an active bonus?

Thank you.

When was the last time you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello Kristina,

Thank you for your message.

I’ve tried contacting the casino multiple times via email and live chat, but received no reply. I’ve sent at least 10 emails since mid-July and also tried contacting them via live chat, but I either wait for hours or get no human response at all.

I’m forwarding you my latest email attempts to kristina.s@casino.guru, and I’ve also attached screenshots of my messages and the lack of response from the casino.

Let me know if you need anything else.

Thank you again for your help.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear nikolajapec32100,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Roostake Casino representative to join this conversation and participate in resolving this complaint.

Dear Roostake Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear nikolajapec32100,

Thank you for your response and update on a case.

Dear Roostake Casino,

Could you please explain why the player's withdrawals keep being rejected and returned to their account?

I'll be awaiting your reply.

Hello, it has already been more than a week since you contacted the casino, but there has been no reply from them. 

Could you please move forward with the complaint as the casino is clearly unresponsive? 

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by four days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Nikola,

We have also approved the remaining amount from your most recent withdrawal request!

In the future, if your card withdrawal is declined more than once, please simply choose the crypto option — it will work quickly and without any issues. :)

Thank you!

Best regards,

Thank you very much for confirming the remaining amount. I appreciate your help and guidance, and I will use the crypto option for future withdrawals to avoid any issues.

Best regards,

Nikola

Dear nikolajapec32100,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Stefan, Casino.Guru