The player from Chile had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. We initially advised her to wait up to 14 days and cooperate with the casino, as the delay could have been caused by KYC verification or a high volume of withdrawal requests. However, the complaint was later closed because the issue was identified as a sports betting settlement dispute, which was outside our scope. We therefore could not assess the bet settlement and recommended resolving it directly with the sportsbook or a relevant dispute body.
RojaBet Casino - Withdrawal of player's winnings has been delayed.
Closed
Our verdict
Other
Amount: $17,000 CLP
RojaBet Casino
Safety Index 2.4 Very lowCase summary
Discussion
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3 weeks ago
Translation
Dear Support Team,
I hereby submit a formal complaint and request a manual review of my betting slip for the player auction market, corresponding to the recent match between América de Cali and Águilas Doradas in the BetPlay League. My account details are: Username: [redacted] Associated email: [redacted]. The system has marked my bet as lost, registering 0 auctions for the player Rafael Carrascal. However, I am reporting a real, physical, and fully quantifiable action that occurred on the field and was omitted by the automated system due to a subsequent VAR intervention: The exact action (Minute 74:35): At this moment in the second half, the player Rafael Carrascal executed a powerful shot directly towards the opponent's goal. The impact was clean. Goalkeeper's intervention: The shot was so dangerous that the Águilas Doradas goalkeeper (Jorge Soto) had to physically stretch to save and deflect the ball, leaving a live rebound in the area. Direct consequence: Thanks to that save on Carrascal's shot, Yani Quintero was able to run in and head the ball. After this entire sequence (Carrascal's shot, the goalkeeper's save, and Quintero's header), the refereeing team consulted VAR to disallow the goal for an alleged foul prior to the start of the play. I understand that automated sports data providers sometimes discount these actions when the goal sequence is invalidated by VAR. However, I consider it entirely unfair to use a "statistical blot" to deny a shot on goal that physically occurred, that challenged the opposing goalkeeper, and that was completed well before the ball crossed the goal line. The technical act was flawlessly executed on the field. I have the exact video clip of the play at 74:35, where Carrascal's shot on goal is clearly evident. I kindly request that you provide me with a direct channel or email address so I can attach it if necessary. Therefore, I request that this case be escalated to the sports betting audit department for a human review of the video and, in an act of transparency and good faith with the user, that the bet be corrected as a win or, failing that, that the void bet criterion be applied (Void / Refund of balance). I await your comments and a prompt resolution. Sincerely, [redacted]
I am contacting you because I received no assistance through Rojabet's Facebook chat, and while the app chat instructed me to use email, my request was rejected. I would appreciate your help. I have attached proof of the lost coupon, the response email, and a video from minute 74 where Rafael takes a shot. My coupon only states "shot," not "shot on goal," therefore it should be approved. After Rafael's shot, Yani Quintero heads the ball, but the goal is disallowed due to offside, even though it occurred after Rafael's shot.
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Dear TIPOTITIWINNER1927,
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 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
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3 weeks ago
Dear TIPOTITIWINNER1927,
Thank you for providing the details and supporting evidence regarding your disputed betting slip.
We understand your concern regarding how Rafael Carrascal’s shot was settled, particularly your argument that the shot occurred before the subsequent offside decision. The issue concerns the settlement and interpretation of a sports bet. Unfortunately, Casino Guru specializes in online casino complaints and does not handle disputes related to sports betting or the settlement of individual bets. We are therefore unable to properly assess whether the betting market was settled correctly.
For this reason, we must close your complaint. We recommend pursuing the matter directly with the sportsbook or, where available, an appropriate sports-betting dispute resolution or regulatory body.
Thank you for your understanding.
Best regards,
Jean
