Roostake Casino - Player's withdrawal has been repeatedly rejected.

Dear Casino Guru,

I am seeking your assistance in contacting Roostake Casino to resolve a $540 withdrawal issue.

I have completed KYC, and since June 12, I have been trying to withdraw funds from my account. However, all six of my withdrawal attempts have been rejected, with the balance simply recredited to my account each time. The transaction history lists the reason for rejection as either "Approval Declined" or "Payment Error."

I have attempted to contact Roostake support to resolve this issue, but they have been completely unresponsive. Live chat support is not available, and their chatbot only suggests contacting them by email. I sent an email on June 18 and received no reply. I also submitted a support ticket through their website on June 20, which remains unanswered.

I would appreciate your assistance in reaching out to Roostake Casino on my behalf and finding out why my withdrawal requests continue to be denied.

For reference, I have attached the following:

• Screenshots of my transaction history showing the rejected withdrawals
• A copy of the email I sent to them
• A screenshot of the support ticket I submitted via their website

Best regards,

Mannfred

Dear Mannfred,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

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

• Could you please advise if your account has been fully verified?
• Have you attempted to use the same withdrawal method as the one used for deposits?
• Were you able to withdraw winnings from the casino successfully in the past?
• Were you in contact with the casino support about any issue whatsoever in the past?
• Was this the support email address you contacted regarding the inquiry? support@roostake.com

Looking forward to hearing from you.

Best regards,

Tomas

Dear Tomas,

Thank you for opening the complaint and for your prompt response.

Has your account been fully verified?

Yes, my account is fully verified to the best of my knowledge. I’ve attached a screenshot of the User Settings / Verification page, which shows that all verification steps are marked as approved.

Have you attempted to use the same withdrawal method as the one used for deposits?

Yes, I made my deposit using USDT (ERC20), and I’ve attempted the withdrawals using the same method.

Were you able to withdraw winnings from the casino successfully in the past?

No, this would have been my first withdrawal.

Have you been in contact with the casino support about any issue in the past?

No, I’ve never had any previous issues that required contacting support.

Was this the support email address you contacted: support@roostake.com?

Yes, that’s the address I used when I sent my email on June 18.

I hope this information helps. Please let me know if you need anything further.

Best regards,

Mannfred

Dear Tomas,

I’d like to close this complaint as the issue has now been resolved.

Yesterday, I submitted a new withdrawal request using BTC instead of USDT (ERC20), and today I successfully received the funds in my wallet.

However, I should mention that Roostake’s support remained completely unresponsive throughout the process. My email (sent 9 days ago) and the support ticket I submitted via their website (7 days ago) still haven’t received any reply.

That said, the withdrawal was eventually processed, and I’m grateful the matter is now resolved.

Thank you very much for your time and willingness to assist, even though your help wasn’t ultimately needed in this case. I appreciate your support.

Best regards,

Mannfred

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Mannfred,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas