Roostake Casino - La solicitud de retiro del jugador está retrasada.

I am waiting on my withdrawal request and the support is non existent. I opened a ticket, opened many conversations, sent them DMs on instagram and even sent them an email and no response

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you submitted your withdrawal request?

Have you made any successful withdrawals from this casino before?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a 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

Veronika

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 ymama121042,

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.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player sent us the following email:

They approved that withdrawal but then I had a withdrawal request for 700€ which was rejected 2 times 2 weeks ago and never completed. Then I had a 1000€ withdrawal request which they are refusing to accept as well.

Could you please specify which payment method you have selected for processing this withdrawal request?

Have you tried selecting several different payment methods?

Have you contacted customer support to ask about the reason why your withdrawal requests keep getting cancelled?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

Did you accumulate your winnings with or without a bonus?

I used both the credit card and cryptocurrency options to process the withdrawal and for credit card one it says payment error and cryptocurrency one it says approval declined. I contacted both customer support and contacted them on instagram but no answer. I passed KYC verification and I was able to withdrawal before, with a long delay. No bonus

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ymama121042, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Roostake Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

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.

Yeah judging from other complaints I think this is a scam casino and they aren't answering.

Are you sure you are checking the correct casino? According to our internal complaints data - out of 18 cases against this casino, 4 are currently in progress, 9 were resolved to the players' satisfaction and the rest either the player stopped responding or it was rejected by my colleagues as unfounded. Let's give them a bit more time, then we'll see how they decide to proceed with this complaint. :)

Yeah but from the looks of it lately they have been denying withdrawals and those complaints are still open

They rejected my withdrawal again and told me to use crypto, which I already tried and they rejected it but my addiction caught it so I lost all the money which I am guessing is why they do it. Yeah you may close this now since there is no money to withdrawal

I am very sorry to hear this! :( Since you confirmed you have gambled away all the money, there is not much else we can do and the case will now be rejected.

However - if you think you are struggling with gambling and feel the need to play even if it is not fun anymore and doesn't "feel" right - do not hesitate to reach out. Help is available. Just send me a message at matej.l@casino.guru and I will do my best to help you out. There are ways to stay safe online and professional help is available near you as well.

I am very sorry we could not be of more help in this case. Please, do not hesitate to contact us if you run into any issues with this or any other casino in the future.