Roostake Casino - El retiro del jugador se retrasa debido a problemas de verificación.

I deposit at total 72€ I make it 1050€ till now. I send my selfie and my drive paper to past the verification and to withdraw my wins but nothing happened till now. They didn't answer the emails and the chat support is a bot so no one can help me

Please I want to past the verification and to withdraw my 1050€. I want help

Dear Vasileios1994,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

Please allow me to ask you a few questions, so I can understand the whole situation completely: 

• When exactly did you send the documents for verification?
• Did you send them to the casino's support email or upload directly to your casino account?
• Have you provided all the required documents as soon as possible and in the correct format? 
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

2 days ago I uploaded my selfie and sent my driver's license to the casino page. I also sent them by email, my winnings today amount to €2,144 but I'm worried because there is no one in support. My money is not with a bonus, but it is a clear amount for withdrawal. I did not receive a bonus from the casino because I did not want it. I want the identification to be completed immediately so that I can make a withdrawal request.

Πριν 2 μέρες ανέβασα την selfie μου και έστειλα και το δίπλωμα οδήγησης στη σελίδα του καζίνο. Τα έστειλα και με email, τα κέρδη μου σήμερα ανέρχονται στο ποσό των 2.144€ αγχώνομαι όμως γιατί δεν υπάρχει κανείς στην υποστήριξη. Τα χρήματα μου όχι δεν είναι με μπόνους, αλλά είναι καθαρό ποσό για ανάληψη. Δεν έλαβα μπόνους από το καζίνο γιατί δεν ήθελα. Επιθυμώ να ολοκληρωθεί άμεσα η ταυτοποίηση για να κάνω αίτημα ανάληψης.

The casino, after CASINOGURU's encouragement, approved my Identification and paid me. The case is closed here. Thank you very much CASINOGURU. The casino seemed okay in the end, they just need to build support. A Bot does not help the customer.

Το καζίνο μετά από παρότρυνση του CASINOGURU μου ενέκρινε την Ταυτοποίηση και με πλήρωσε. Η υπόθεση κλείνει εδώ. Ευχαριστώ πολύ το CASINOGURU. Το καζίνο φάνηκε εντάξει στο τέλος απλά πρέπει να φτιάξει υποστήριξη. Ένα Bot δεν βοηθάει τον πελάτη.

Dear Vasileios1994,

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,

Natalia

Casino.Guru