Roostake Casino - Player's withdrawal requests are delayed.

Dear Casinoguru representative,

My username on Roostake site is huynb2025

My associated email: [removed by Casino.Guru admin]

My withdrawals (40.07 EUR and then 101.04 EUR) are continuously rejected since 14th November 2025 until now without any reason. I asked the customer service team via live chat but they were not able to solve this problem and kept repeating the same response "Customer Support is unable to process withdrawals—all payment requests are handled exclusively by our Finance team". I also created a complaint ticket on the Roostake homepage regarding this issue, following the instructions provided by the live chat customer support on November 24th, 2025. However, since then, I have not received any response.

I knew Roostake casino through Casinoguru, Trustpilot, Askgamblers,... where it had a very high safety index and many positive reviews. However, I was extremely disappointed to find that they intentionally cancelled my withdrawal request for a small amount without any reason, seemingly attempting to seize even my 25 EUR deposit.

I feel completely helpless in this situation and sincerely hope that Casinoguru can intervene so that Roostake will fulfill the minimum obligation of a reputable casino towards its players, which is to process the withdrawal request.

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roostake Casino.

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

• Have you made any previous successful payouts from the casino?
• Is your account verified? Did the casino request any documents from you to complete the verification process?
• Which payment method did you use when making deposits? Which payment methods are available for you to use, currently?

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,

Tomas

Hello,

In reply to your email, I'd like to answer your questions below:

• Have you made any previous successful payouts from the casino?

-----> Yes, I've made many before.

• Is your account verified? Did the casino request any documents from you to complete the verification process?

-----> Yes, It's fully verified and the casino didn't request any more.

• Which payment method did you use when making deposits? Which payment methods are available for you to use, currently?

-----> I made deposits via Cryptocurrency method. The payment methods I can use for deposit currently are Cryptocurency, Visa & Mastercard; for withdrawal is Cryptocurrency. (My last deposit was via USDT.SOL network, my withdrawal via USDT.SOL or USDT.TRC20,... have all been declined without reason)

Looking forward to hearing from you soon.

Thanks and best regards.

Huy.

Dear Mr Tomas,

I'm still waiting for your reply.

Thank you.

Huy.

Hi there,

We apologize if you experienced any inconvenience.

So far, we can see that your total withdrawals from our casino amount to €126.32. However, it is possible that even when our casino approves a withdrawal, the third-party crypto payment provider may sometimes cancel the transaction or encounter other issues.

Please try submitting the withdrawal request again, and I will ask our team to carefully check whether there were any discrepancies with your wallet address during the transfer.

Thank you in advance.

Dear Rookstake Casino representative,

Thanks for your reply.

I've made a withdrawal request again.

I hope it's going to be processed successfully.

Regards.

Huy.

Dear Mr Tomas & Rookstake Casino representative,

I've received my withdrawal amount.

Thanks and best regards.

Huy.

Dear huynb2022,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru