Rooster Bet Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hi, a few days ago I signed up to Rooster Bet and played at their casino. I tried various games and managed to rack up a nice win (about €499) on slots and other games.

I tried to withdraw yesterday, so far so good.

Today my withdrawal was canceled because "some information is missing" from my profile, I went to check and I only had to verify the phone number.

After a while I try to log in again and it gives me an error, "account deactivated":

At this point I would just like to recover my €499 won regularly on casino games, I hope you can help me.

Salve, qualche giorno fa mi sono iscritto a Rooster Bet e ho giocato sul loro casino, ho provato vari giochi e sono riuscito ad accumulare una bella vincita (circa 499€) tra slot e giochi vari.

Ieri ho provato a prelevare, fin qui tutto ok.

Oggi mi viene annullato il prelievo perché "mancano dei dati" nel mio profilo, vado a controllare e dovevo solo verificare il numero di telefono.

Dopo un po' provo di nuovo ad accedere e mi da un errore, "account disattivato":

A questo punto vorrei solo recuperare i miei 499€ vinti regolarmente sui giochi del casino, spero possiate aiutarmi.

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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 filled out any personal information in your casino profile, including your name, surname, address, and date of birth?
• Is there any chance that you had previously created other accounts at this casino?
• Have you sent 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

Hi Veronika,

• Yes, I have entered my personal information into my casino profile.
• no, it's the first time I've signed up to Roosterbet
• No, I did not send the documents because they were not requested at the time of withdrawal.
• I accumulated the winnings without bonuses, I only used the real money I deposited

Thanks in advance

Ciao Veronika,

• sì, ho inserito le informazioni personali nel mio profilo del casinò
• no, è la prima volta che mi iscrivo a Roosterbet
• no, non ho inviato i documenti poiché non mi sono stati chiesti nel momento del prelievo
• ho accumulato le vincite senza bonus, ho usato solo i soldi reali che ho depositato

Grazie in anticipo

Please forward me all the communication between you and the casino customer support regarding the issues with accessing your account at veronika.f@casino.guru. These can be screenshots, emails, or chat transcripts. Thank you for your cooperation and patience.

I only contacted them via chat and they told me that my account is suspended due to an administrative decision and they have no other information... I contacted them again now and they reiterated the same thing.

I hope you can help me get my money back

Li ho contattati solo via chat e mi hanno detto che il mio conto è sospeso per decisione amministrativa e non hanno altre informazioni... li ho ricontattati adesso e mi hanno ribadito la stessa cosa

Spero possiate aiutarmi a recuperare i miei soldi

Dear Spaffle

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, Michal (michal.k@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

Hello Spaffle,

It's Michal again. I have taken over this complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to extend an invitation to Rooster Bet Casino to participate in this discussion.

Dear Rooster Bet Casino,

Can you please provide clarification on what factors prompted your decision to close the player's account prior to processing the latest withdrawal?

While it is acceptable to close any player account at the discretion of the management, any financial obligations have to be fulfilled first.

If there are any additional circumstances relevant to this case that cannot be disclosed publicly, please feel free to share them directly with me at michal.k@casino.guru or via our MS Teams chat.

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 Michal,

We kindly ask that you bear with us while we further investigate the matter.

We will get back to you as soon as possible.

Kind regards,

The Rooster.Bet Team

Thank you for your response, The Rooster.Bet Team.

I understand that sometimes gathering all the related information and evidence can take longer than expected. I hope you will be able to provide it to me in the near future.

Dear Spaffle,

I acknowledge your previous reply, stating, "I tried various games..." Could you kindly clarify which games you have engaged with the most and in which ones you have earned the majority of your winnings? Additionally, have you placed any bets on sports events?

Hi Michal, I have accumulated my winnings by playing casino slots

Ciao Michal, ho accumulato le mie vincite giocando alle slot del casino

Dear Spaffle,

Thanks for your brief reply. To ensure I have a better understanding, I need a bit more information from you.

Could you please specify:

• The games you played the most.
• The games where you had the most winnings.
• Whether you placed any sports bets.

I appreciate the clarification.

HI,

• I played mostly slots and live casino games
• I don't remember which game I won the most on, it's been a month now and since my account is blocked I can't log in to check, I remember playing mostly on the endorphina and bgaming slots
• I have not placed any sports bets

Ciao,

• ho giocato soprattutto alle slot e ai giochi del casino live
• non mi ricordo su quale gioco ho vinto di più, è passato un mese ormai e avendo il conto bloccato non posso accedere a controllare, mi ricordo di aver giocato soprattutto alle slot endorphina e bgaming
• non ho piazzato scommesse sportive

Dear Spaffle,

Thank you for the information.

Dear Rooster.Bet Team,

I look forward to the information and evidence you can provide. This will be essential in helping me assess the case independently.

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 Michal,

We have completed our investigation, and the relevant information and supporting evidence has been shared with you privately for review.

We remain available to cooperate should any further clarification be required.

Kind regards,

The Rooster.Bet Team

Dear The Rooster.Bet Team,

Thank you for your message. I have replied with a few more questions to gain a clearer understanding of the situation, and I look forward to your response.

Dear Michal,

Following the in-depth review of the player’s activity, certain patterns were identified that are not aligned with our Anti-Fraud Policy and fair play requirements.

As a result, the account was actioned in accordance with our Terms & Conditions. The relevant supporting information showing patterns consistent with unfair strategies and collusive behaviour has been shared with you privately for your review.

Please let us know if any further clarification is required.

Kind regards,

The Rooster.Bet Team

If Rooster Bet no longer wants me as a customer, I respect their decision. I would just like to be refunded my €499 that I regularly won on casino games.

Se rooster bet non mi vuole più come cliente rispetto la loro decisione, vorrei solo che mi vengano restituiti i miei 499€ vinti regolarmente sui giochi del casino.

Thank you for the provided information and evidence, Rooster.Bet Team.

Dear Spaffle,

I know how much effort goes into pursuing a complaint, and I want you to know that your situation has been given careful consideration.

After thoroughly reviewing all the information and evidence provided by the casino team, including input from Rooster Bet Casino and the game provider, we have reached a conclusion that I regret may not be the one you were hoping for. The gameplay in question was found to involve techniques that fall outside what is permitted under the casino's terms and conditions, and it appears these methods provided you with an unfair advantage.

I completely understand that this may feel disappointing, especially when you have invested time and energy into seeking a resolution. Please be assured that our role is to review each case as fairly and objectively as possible, and we base our conclusions on the information made available to us.

In this instance, after considering all relevant materials, we do not feel there is sufficient basis to intervene on your behalf. The violations identified by both the casino and the game provider have led us to conclude that the complaint, unfortunately, cannot be considered justified.

As a small piece of guidance for the future, I would gently encourage you to take a moment to review the terms and conditions of any casino you play at. Understanding what is and isn't permitted can significantly help avoid situations like this down the road.

Although we weren't able to assist you on this occasion, I genuinely hope this doesn't discourage you from reaching out to us again if you ever encounter issues with this or any other casino. We're always here to listen and will try to help wherever we can.

Regards,

Michal

Casino Guru