Roostake Casino - Los retiros de los jugadores son rechazados repetidamente.

I made about 3 deposits worth in total 50€ i played and won about 600€ i requested 442.86€ with the exact same withdrawal method as i made my deposits! I am fully verified and I requested my first withdrawal attempt 2025-11-24

06:15:04pm UTC and it got rejected after about 3 days , i got in live support which couldnt help me with m issue and told me they forward it to the relevant team (they tell me everytime that they forward it for a month everytime i ask for a reason why they reject my withdrawal...) i reached out after a few more rejected attempts without an reason via email to them , same answer, no help. I reached out even via Instagram to them, there they didnt even responded. So i am now requesting every day a new withdrawal , they cant and wont explain me why they do not approve , i followed every rule they have i am fully verified and have no clue how to get my money.. i tried everything, they just dont want to pay out i tried even smaller amounts worth less than my deposit amount , still got rejected.... i am talking against a wall, no sign of wanting to help me or explain me what i got to do until they approve my withdrawal nothing...

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

• Have you tried selecting a different payment method for any of your withdrawal requests?
• Which payment methods are available in your account for withdrawals?
• Have you accumulated your winnings with or without a bonus?
• What types of games did you play to accrue the winnings you've been unsuccessfully trying to withdraw?
• Have you been requested to undergo any additional verifications by any chance?

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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Since I deposited using crypto (BNB-BEP20), I am only allowed to withdraw using crypto. I tried to withdraw via BNB-BEP20 but was rejected. I also tried using all other cryptocurrencies as withdrawal methods, but they were all rejected.

All winnings were earned without bonus money; only a real money bonus worth €40 was credited to me during gameplay, which I didn't even want and for which I repeatedly tried to withdraw my winnings minus the €40, without success.

I have been fully verified since shortly after registration. When I inquired whether anything else was needed from me to finally be able to withdraw my winnings, I was told that no further documents were required from my side.

I have been trying for a month to help and ask how I can be of assistance so that I can finally receive my money.

I am constantly told that my request is being forwarded and there is still no answer.

My main winnings were only achieved in the game: "Sweet Rush Bonanza".

Da ich mit krypto (BNB-BEP20) eingezahlt habe ist mir nur eine auszahlung mit crypto erlaubt. Ich habe versucht über BNB-BEP20 auszuzahlen wurde abgelehnt sätmliche andere Krypto währungen habe ich auch versucht als auszahlungs methode zu benutzen wurden aber alle abgelehnt.

Alle gewinne wurden ohne Bonusgeld erspielt , lediglich ein Echtgeldbonus wurde mir während dem spielen gut geschrieben im wert von 40€ welchen ich nichtmal haben wollte und auch des öfteren versucht habe meine gewinne minus die 40€ auszuzahlen, ohne erfolg.

Ich bin seit kurz nach der Registrierung vollständig verifiziert, auf nachfrage ob etwas noch von mir benötigt wird um meine Gewinne endlich auszahlen zu dürfen wurde mir gesagt das keine weiteren Dokumente meiner Seits benötigt werden.

Ich versuche seit einem Monat zu helfen und nachzufragen wie ich behilflich sein kann um endlich mein Geld zu erhalten.

Mir wird ständig gesagt das mein anliegen weiter geleitet wird und es immernoch keine antwort gibt.

Meine hauptgewinne habe ich nur in dem Spiel : " Sweet Rush Bonanza " erzielt.

Hello majestic69,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika 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 Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear majestic69

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear majestic69,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Roostake Casino to join this conversation and assist in addressing the complaint.

Dear Roostake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant 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 majestic69,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming (you can submit a complaint via form in the license validator) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru