Roostake Casino - Player claims to be scammed by the casino.

I was able to get access to the Free Spins that this Casino offers to new players even though I have to make a deposit to just wager my real balance (not bonus balance since they blocked it) in order to get it.

As soon as I made a deposit I started to wager for hours since I really wanted to get that bonus. When I met the amount that they asked to release the bonus funds, I noticed that they removed the bonus from my account at the time I started to wager and minutes later they removed the amount that I have earned with my real account.

I contacted customer service for assistance and they "escalated" this issue with some Special Team that they have. The weirdest thing is that every time I contact them for updates they call this department with a different name and they refuse to help me or give me updates. They just states that they don’t have information and I need to wait. It’s been a week for that issue.

If you can report this casino for scam I’ll appreciate that. Their customer service department have been so mean and also they are always treating me as idiot since they always pretend that they don’t know what I’m taking about. I had proof for the withdrawal they made on their end at the time I started playing, also the time when I earned the bonus and when I made the deposit, it doesn’t make any sense, obviously they removed from my account with the real amount that I earned

Please take actions against this casino, I have been scammed a lot of time before and I don’t want to anyone being scammed again.

Thank you.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the free spins you activated and played with? How did you get access to these free spins?

Have you activated any other bonuses for new players before you started using these free spins?

Have you been previously blocked from using any bonuses at this casino?

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,

Veronika

It was through this page, you have a bonus for that casino that is no longer available anymore for El Salvador users, the weirdest thing is they have banned my account, even though they are working on my "case" with their "relevant team", that team doesn't exist, I'm about 2 weeks since I reported that issue and they don't want to give me any updates, they refuse to transfer me with a supervisor and also close my chat every time I contacted them. If a casino doesn't have the money or the right to pay a promotion, so DO NOT OFFER ANYTHING. I made a deposit since it was required to wager but since I was winning a lot of money (without my bonus balance) they decided to removed both balance from my account and then banned.

This is unacceptable, I trusted you and this casino, but now I feel that no one cares about my money, about my deposit and the earnings that I was making. This is a total scam, this casino should be closed now. I'm done of being scammed. I'm sick of this. This casino should be find another way to make money, not stealing from their customers, I noticed that I'm not the only one that I got scammed. Totally sad.

That was the only bonus that I have ever activated and used with them. The first experience and I got scammed, since maybe they don't want to pay the money and keep it from theirselves. I requested a refund for what I deposited and they are refusing to do that either, now my account is banned, they are laughing about me every time I contact them and I don't have money at all. What a marvelous experience.

Could you please forward me all the communication between you and the casino customer support regarding the confiscation of your funds at veronika.f@casino.guru?

Dear fgonser,

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.

the chats are unavailable to save and also it seems that they deleted or something. There’s no record for what I was told by them. Just FYI they’re still waiting for an update from their special team to "resolve" my issue. I can try to start a new chat and I 100% positive that they will give me the same information so you can see that I’m no lying. They’re just keeping saying the same thing all over a month. Let me know if that helps so I can start a new chat with them

Dear fgonser

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, Peter (peter.c@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.

Kind regards,

Veronika

Hello there,

Thank you fgonser for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Roostake Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

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 there,

First of all, whenever you start wagering, the system always shows in the notifications how many days you have left to complete the wagering requirement on your funds. Every bonus clearly states this as well, for example: Wager time: 3 days (just as an example).

According to the statistics on your account, we can see that you deposited $10, but the wagering period (or "activity days to wager") had already expired. Because of this, we will send all the details privately to Casino Guru so we don’t upload any of your personal data here.

Please understand that we have a very strong reputation in the industry. At almost every major conference, we have our own stand where people can meet our team in person, so it is absolutely not in our interest to scam anyone — whether it’s for $10 or $10 million.

Thank you for your understanding.

Of course, that wasn't the case, because months have passed since then, and your "customer service" team kept telling me it was being escalated to some special department or other. The moment I made the deposit, you took away my bonus, and when I reached the wagering requirement, you took away my bonus and my winnings from my deposit for no reason whatsoever. When I contacted customer support, they themselves saw that I still needed more time to place the necessary bets to withdraw my funds. The problem is, you're incredibly shameless and can't stand that I reached the wagering requirement with just a $10 deposit, winning almost $300 in free bets.

Their level of shamelessness is so great that now they're inventing this story, as false as they are. They're fake, and I hope no one ever uses their outdated services. I don't want anything because I know they'll get away with it in the end, but know that this casino plays to its own advantage and can't stand someone being as good at betting as I am.

And stop being so made up about not having to scam someone for $10. I'M NOT DEMANDING THAT $10, I'M DEMANDING THE FACT THAT THEY COULDN'T STAND IT, THEY CAN'T STAND THAT SOMEONE CAN MAKE BIG PROFITS WITH A $10 DEPOSIT.

And believe me, they'll keep doing it if another player has the same luck as me. This is the typical casino that won't let you receive any winnings until you've lost at least $1000.

YOU COULDN'T STAND IT, COULDN'T YOU? MADE UP.

Dear fgonser, I have not yet received the evidence mentioned by the casino. I am in contact with the casino representative about it, and I will keep you updated about any new developments. Thank you for your patience during this time!

Hello fgonser,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear fgonser, unfortunately, as I have not received any new correspondence from the casino representative, I am forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I am sorry we could not be of more help on this occasion.

Best regards,

Peter