Rooster Bet Casino - La cuenta del jugador ha sido cerrada.

I made 2 deposits to this casino. I uploaded a surf and a bank statement and my passport, but they asked for a selfie against the background of a sign with a house number and passport . An hour after I sent them new photos, they blocked my account. And I can't log in to my account

Hello Ekaterina222,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Rooster Bet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

as soon as I uploaded documents to withdraw 140 dollars. I was asked for a selfie against the background of a sign with my house number and passport and so that my elbow was visible. after uploading these photos. I was blocked on the entire network. softswiss. please find out the exact reason for the blocking

Hello Ekaterina222,

Would it be possible to forward those documents and the selfie to nikolas.b@casino.guru?

Dear Ekaterina222,

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.

ok I'll send it now

Hello Ekaterina222,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you Ekaterina222 for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Ekaterina222,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Rooster Bet Casino to join the conversation.

Dear Rooster Bet Casino,

Can you please provide an explanation as to why the player's account was closed and their withdrawal was not processed? If the information cannot be shared publicly please forward it to me at michal.k@casino.guru

Hi Michal,

We are requesting additional verification checks in order to pass the KYC. I would like to request an extension until we have those come through.

Many Thanks

The Rooster Bet Team

the casino asked for skype for a video call. today i will give them my skype for a call

Dear Ekaterina222,

Thank you for your update. Yes, the video verification call is a standard procedure in the industry. Please coordinate a convenient time for the call with the casino team. I trust that they have briefed you on the typical process; if not, you can expect them to provide that information soon. I just want to assure you that it's nothing to worry about. This call is simply to confirm that you are the legitimate account holder, ensuring that any winnings are directed to the rightful owner, provided the call is completed successfully. I would appreciate it if you could inform me of the outcome.

Yesterday we had a video call. At the end they told us to wait for a response by email. There has been no response yet.

I still haven't received any letter with a response from the casino

Dear Ekaterina222,

I'm in touch with the casino team and we are reviewing all the information and evidence. I hope to provide a more comprehensive update in a timely manner.

Hi Michal,

After carefully reviewing all the information, including the video call, we have to unfortunately conclude that the player does not fulfil the necessary criteria to successfully complete the KYC process. So we stand by our decision that led to the closure of the account.

We have shared the evidence for your consideration.

Please let me know if we can assist further.

Best Regards

The Rooster Bet Team

I would like to understand what evidence you have for blocking my account and the reasons.

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

Dear Ekaterina222,

After a careful review of the information and evidence provided by the casino, I regret to inform you that you did not pass the verification process for legitimate reasons. Although I understand that you may be relatively new to online gaming and not yet fully familiar with all the processes involved. However, there were significant discrepancies between the facts and the information you provided, or maybe better to say not provided during your verification call. As a result, you did not fulfill the necessary criteria to successfully complete the KYC process.

I apologize for not being able to assist you further in this matter. I recommend that you adhere to all regulations in your future gaming activities and, if possible, retain evidence of significant events (such as wins, bonuses claimed, or any potential issues encountered with the games), as this may prove useful in similar situations in the future. I will now proceed with closing your complaint. I understand this may not be the outcome you were hoping for, but after careful consideration, we must uphold the casino’s decision in this case. Should you feel that you have been treated unfairly, you are welcome to raise the matter with the casino’s licensing authority. However, we are unable to offer further assistance on this specific issue.

Please feel free to reach out to us if you encounter any difficulties with this or any other casino in the future, and we will do our best to help.

Best regards,

Michal

Casino Guru