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

I used the free spins coupon available here on Guru in partnership with the casino. The wagering requirements were met, the bets were placed with a real balance and then the withdrawal was released. However, I am unable to make the withdrawal because of the account verification. I've sent all the necessary documents over 48 hours ago and I haven't heard back. The chat is a bot, I've opened a ticket but there's been no reply, nor by email.

Usei o cupom de rodadas grátis disponível aqui no Guru em parceria com o cassino. Os requisitos de aposta foram cumpridos, as apostas foram realizadas com saldo real para somente depois ser liberado o saque. No entanto, não estou conseguindo realizar o saque devido a verificação da conta. Faz mais de 48h que encaminhei todos os documentos necessários e não obtive retorno. O chat é um bot, abri um ticket mais não teve retorno e nem pelo email.

Dear pbrenakelly,

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 take KYC lightly, and it might take a few working days to complete this thorough process.

Therefore, I recommend that you give it a few more days so that the casino has enough time to review all your documents and mark your account as verified. I will leave this complaint open, and if there is no development within a week, please get back to us, and we will intervene.

Thank you in advance for your patience.

Best regards,

Kristina

Hello, good evening.

It's been at least a week since I opened the complaint and at least 10 days since I sent the documents and I haven't heard back. I've sent an email and opened a ticket on the website and haven't heard back. There's only the chat bot, so I really don't know how to get in touch and get help.

Olá, boa noite.

Já se passaram pelo menos uma semana que abri a reclamação e pelo menos 10 dias que encaminhei os documentos e não obtive retorno. Enviei email e abri um chamado pelo ticket no site e não obtive retorno. Pelo chat tem apenas o bot, realmente não sei como entrar em contato e ter um auxílio.

Thank you very much for your reply, pbrenakelly. Could you please advise which documents you have already provided? Have you provided all the required documents as soon as possible and in the correct format?

I provided my driver's license document and a selfie of me holding it, according to the terms. It states that if necessary, more documents will be requested, but I have never heard back from them. On the website there are only two fields for attaching images, so I took the photo with the document open, showing the front and back. There's no specification about that. I think I sent everything in the correct format.

Forneci o Documento de habilitação e uma selfie segurando o Documento, de acordo com o que pede nos termos. La afirma que se for necessario, seria solicitado mais documentos, no entanto nunca tive retorno algum. No site ten apenas dois campos para anexar as imagens, por isso tirei a foto com o documento aberto mostrando a frente e atras. Não tem nenhum espwcificacao Quanto a isso. Acredito que encaminhei tudo no formato correto.

Hello pbrenakelly,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I apologize for my delayed response. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear pbrenakelly,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.