Roostino Casino - Los retiros de los jugadores se retrasan.

Hello, I've been playing at Roostino Casino since February and previously withdrew several thousand euros without any problems. However, since March 14th, no withdrawals have been processed. I don't know why, and the casino hasn't contacted me.

My profile shows under verification that no verification is necessary and no documents were requested by the casino.

I hope you can help me with this problem.

Hallo ich spiele seit Februar im Roostino Casino und habe zuvor mehrere tausend Euro problemlos ausgezahlt. Nun werden allerdings schon seit 14.03. keine Auszahlungen mehr bearbeitet. Es ist mir nicht bekannt wieso und ich wurde auch nicht vom Casino kontaktiert.

Mein Profil zeigt unter Verifizierung an dass keine Verifizierung notwendig ist und es wurden auch keine Dokumente vom Casino gefordert.

Ich hoffe Sie können mir bei dem Problem helfen.

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Dear Luke2000,

Thank you very much for submitting your complaint. I’m sorry to hear about the delay you are experiencing with your withdrawals.

From the screenshots you provided, we can see that multiple withdrawals of €500 (via USDT ERC20) have been in "Processing" status since mid-March, while your account appears to show that no verification is currently required. This makes the situation somewhat unclear, so we would like to gather a few more details.

Could you please clarify the following:

• When was your most recent successful withdrawal processed?
• Have you received any explanation from the casino regarding the delays (via email or live chat)?
• Have you tried contacting their support, and if so, what was their exact response?
• Have you used the same payment method (USDT ERC20) successfully in the past?

If you have any relevant communication with the casino, please feel free to forward it to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello, the last successful payout was on March 13th.

I haven't received any information at all about the delay with Roostino. The live chat always dodges questions and says it's "being processed".

I have always used USDT ERC20 for withdrawals.

Hallo, die letzte erfolgreiche Auszahlung war am 13. März.

Ich habe überhaupt keine Infos zur Verzögerung von Roostino erhalten. Der Live Chat weicht bei Fragen immer aus und sagt es ist "in Bearbeitung".

Ich habe immer USDT ERC20 für die Auszahlungen verwendet.

Dear Luke2000,

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, Munya (munya.s@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.

Dear Luke2000,

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 Roostino Casino to join this conversation and assist in addressing the complaint.

Dear Roostino Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear Player,

Thank you for contacting us.

We would like to inform you that your recent withdrawal requests have been forwarded to the relevant department for processing. Once they have been successfully processed, we will notify you immediately.

Thank you for your patience while we work on your requests.

Kind regards,

Roostino Casino Team

Roostino Casino

Thank you for your willingness to have this matter resolved.

Luke2000

Please keep me informed of any updates or developments.

Regards

Luke2000

Thank you for such an important update. Please, do keep me informed.

Regards.

Luke2000

I am glad to know, thank you. Keep the updates coming.

Unfortunately, my withdrawals have now been cancelled without explanation. After waiting a week...

Jetzt wurden leider meine Auszahlungen grundlos storniert. Nach 1 Woche warten

Roostino Casino

Could you kindly provide an update or any comments you may have regarding the current situation? Your cooperation would be greatly appreciated.

Dear Player,

Upon review, we can see that the withdrawals made on 26 and 27 April were unfortunately cancelled by the payment processor. This usually happens due to a temporary communication error between the provider and your bank, or a minor discrepancy in the transaction details.

We have returned the funds to your account. Please double-check your payment details and feel free to resubmit the requests, which have already been made by you and forwarded by us to the relevant department for processing.

Kind regards,

Roostino Casino Team

Hello, since I pay out using cryptocurrency (USDT), "communication problems" on my end can be ruled out.

I have resubmitted my payment request and ask that it be processed promptly. I previously had to wait a week for processing, even though your website states a processing time of 72 hours.

Hallo, da ich mit Kryptowährung (USDT) auszahle, sind "Kommunikationsprobleme" von meine Seite auszuschließen.

Ich habe die Auszahlungen erneut beantragt und bitte darum diese bitte auch zeitgemäß zu bearbeiten. Ich musste zuvor 1 Woche auf die Bearbeitung warten und das obwohl Sie auf ihrer Website eine Bearbeitungszeit von 72 Stunden angeben

Luke2000

I look forward to the prompt processing of your withdrawal requests. Please update me whenever there is any development.

Dear Luke2000,

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.

Luke2000

I am glad you have received part of your payments. Kindly keep me informed.

Luke2000

Noted with thanks. Kindly keep me updated

Hello, no payments have been processed for 6 days.

Hallo, seit 6 Tagen wurden keine Zahlungen mehr ausgeführt.

Roostino Casino

Could you kindly provide an update regarding the processing of the player's outstanding withdrawal requests?

Dear Player,

We are writing to provide an update on the status of your recent withdrawal requests.

All withdrawals has been processed and completed, except the recent one submitted on May 21, which have been scheduled for processing on 3 June.

Please note that depending on your bank's processing times, it may take between three and five business days from the processing date for the funds to appear in your account.This timeframe is counted from the processing date, 3 June.

Thank you very much for your patience and cooperation throughout this process. 

Kind regards,

Roostino Team

I don't understand why the payout is only scheduled for June 3rd? That's 13 days after the request. Their casino terms and conditions state a processing time of 72 hours.

Ich verstehe nicht wieso die Auszahlung erst für den 3. Juni geplant ist? Das sind 13 Tage nach Beantragung. In ihren Casino AGBs geben Sie eine Bearbeitungszeit von 72 Stunden an.

Luke2000

I am very sorry that you are experiencing yet another delay in the processing of your withdrawal. They may be applying the 96-hour rule, depending on your VIP level. However, given how long it has taken for you to receive your funds, I truly sympathise with you. I look forward to your update once you have received your funds.

Dear Player,

We are pleased to inform you that all pending payments have now been processed and there are no further withdrawals pending.

Thank you again for your patience.

Kind regards,

Roostino Casino Team

Dear Luke2000,

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.

Hello, €669 is still outstanding.

Munya, in your last message you mentioned that the casino might be applying the "96-hour rule," which is why it's taking so long. Roostino states in their terms and conditions that withdrawals are processed within 72 hours. Furthermore, I had already waited 13 days at that point! The withdrawal deadline had therefore been exceeded fourfold, and this wasn't the first time.

I hope my remaining balance will be paid out soon.

Hallo, 669€ sind noch ausstehend.

Munya, in der letzten Nachricht hattest du erwähnt dass das Casino die "96 Stunden Regel" eventuell anwendet und es deswegen solange dauert. Roostino hat in ihren AGBs stehen dass Auszahlungen innerhalb 72 Stunden bearbeitet werden. Des weiteren hatte ich zu diesen Zeitpunkt bereits 13 Tage gewartet! Die Frist zur Auszahlung war also schon um ein 4-faches überschritten worden und das nicht zum ersten Mal.

Ich hoffe mein restliches Guthaben wird jetzt zeitnah ausgezahlt.

Roostino Casino

Could you please provide your comments regarding the delay?

Dear Player,

We are writing to provide an update on the status of your withdrawal requests.

Please rest assured that your recent withdrawal request from 6 June has been forwarded to the relevant team.

You will be notified once it has been processed.

Kind regards,

Roostino Casino Team

Roostino Casino

Thank you for the update. It is my hope that the payments will be made soon.

Luke2000

Kindly update once you have received your funds.

Hello, I received my final payout today. Thank you Casino Guru, you were a great help.

Hallo, ich habe heute die letzte Auszahlung erhalten. Danke Casino Guru, Sie haben mir sehr geholfen.

Dear Luke2000,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Munya Shumba

Casino.Guru