Roostake Casino - Jogador solicita reembolso devido a problemas de jogo responsável.

Hello, I have a problem with responsible gaming which is not working. Despite using this function, I have still deposited money that I could not afford. I would like the casino to refund my deposit, because this money should not have been deposited.

Bonjour je rencontre un problème avec le jeux responsable qui ne fonctionne pas, malgré que j'ai utilisé cette fonction j'ai plus encore déposer de l argent que je pouvais pas me permettre, j aimerais que le casino me rembourse me dépôt, car cette argent ne devais pas être déposer

Dear Rebecca85,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roostake Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Have you tried contacting support after you learned your self-exclusion request wasn't granted?
• Could you please share your self-exclusion requests with me? Please share the information to my email at tomas@casino.guru
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Roostake Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@roostake.com (you can include me in the copy at tomas@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Good job, hello Tomas, I no longer deposited for the last one on May 28th and normally with self-exclusion I should no longer deposit. I contacted the casino to request a refund, but to date I have no response. If responsible gaming does not work, then why this option? I could not afford to play this money. I am sending you the screenshots.

bonjobonjour tomas j'ai plus deposer pour la dernière le 28 mai est normalement avec l auto exclusion je ne devais plus deposer j'ai contacté le casino pour demander le remboursement, mais à ce jour je n'ai aucune réponse, si le jeux responsable ne fonctionne pas , alors pourquoi cette option, je ne pouvais pas me permettre à jouer cette argent, je vous envoie les capture d écran

As of May 28th, I have made another 3 deposits, despite having chosen responsible gaming, the casino does not respond to my email.

en date du 28 mai j'ai encore effectué 3 dépôt, malgré que j'ai choisi le jeux responsable, le casino ne me répond pas au mail.

Message from the player: (translated)

Hello Toma, I withdraw my complaint. They refunded me and closed my account. Thank you for your work. Kind regards, Rebecca.

Dear Rebecca85,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru