Roostake Casino - O jogador afirma que o seu pagamento foi atrasado.

My account is fully KYC, still working normally.

I have made 3 withdrawal orders, on 14/08, 16/08 and 18/08. All failed. The last time it reported an error.

I have tried to contact them many times, in many different ways (writing tickets, messaging support, even messaging their instagram) but there has been no response.

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

It's not about the delay. They cancelled my withdrawals. Three times.

I can't contact them, even though I've tried many different ways.

Please help me.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi Dominika,

They rejected my withdrawal request, the system just shows Payment Error and Approval Declined. I tried to contact many times to ask about the reason but couldn't get through.

Please help me.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to make sure they don’t need anything else from you regarding verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Hi Dominika,

I have never successfully withdrawn, this is my first time.

I have activated the bonus but canceled it.

I have contacted them in many ways: opened a ticket, chatted with support on the website, and contacted them via instagram. They NEVER RESPONDED.

Please see the proof pictures attached to the email I sent.

Dear player, could you please let us know if you currently have any pending withdrawal requests in your account?

If not, have you tried requesting a new withdrawal since the last failed attempt?

Also, are you attempting to withdraw using the same payment method that you originally used for your deposit?

Have you been able to get in touch with the casino since your last message, or are they still not responding?

Have you also tried contacting the casino via their email address support@roostake.com?

Hi,

I currently have no pending withdrawal requests. I have tried multiple times to request a withdrawal, but they have rejected it. I have attached the proof in my previous email.

I did not withdraw using the same payment method that I used for my deposit.

They have not responded to me yet.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Dpaxton,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Roostake Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the 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.

Hi, we’ve just checked this here!

You are not a player on our casino, but rather a referral provider who promotes our casino for a percentage, and we thank you for that.

From what I can see, everything has been approved and paid out to you!

Please confirm here.

Also, please note that we have already sent out a newsletter to our users announcing our new support email help@roostake.com.

We’ve also improved our live chat support, and I believe you’ve already contacted them and received quick assistance.

We look forward to a long collaboration! 🙂

Your Roostake Team

Dear Dpaxton,

can you confirm that there is no pending balance and you have received all the funds?

Dear Dpaxton,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Jana
Casino.Guru