The player from Germany had complained about a USDT withdrawal from RooStake that was marked as "paid" but was not reflected on the blockchain. Despite opening a support ticket and providing evidence, RooStake had not responded, leaving the player without resolution for the transaction. The Complaints Team had requested additional information and extended the response time, but due to the player's lack of further communication, the complaint was closed without resolution. The player could reopen the complaint in the future if they chose to resume communication.
Roostake Casino - Player's withdrawal is marked as paid but not processed.
Closed
Our verdict
Player stopped responding
Amount: €100
Roostake Casino
Safety Index:Above averageCase summary
Discussion
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1 month 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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1 month ago
Dear ZokiS,
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,
Attila
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3 weeks ago
Dear player, thank you for your response. Could you please attach a screenshot of your withdrawal? Have you made any successful withdrawals in this casino before?
Additionally, could you please confirm whether you have reached out to the casino's customer support via email in relation to this issue?
Thank you in advance for your cooperation.
Sensitive attachment
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3 weeks ago
Here it is a screenshot. No I did not have any previous withdrawal.
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2 weeks ago
Dear Player,
Thank you for your reply. Could you please forward a transaction history from your crypto wallet as well?
Thank you in advance for your response.
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1 week ago
Dear ZokiS,
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.
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5 days ago
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,
Attila
Casino.Guru
