The player from Italy had been attempting to withdraw her balance of 880 Euro since March 5th, but her account was disabled without explanation. She did not wish to have her account reopened, but wanted her withdrawal processed. We advised the player to allow up to 14 days for withdrawal processing due to possible KYC verification or a high volume of requests. Despite reminders and extending the response time, the player did not respond to our messages. Consequently, the complaint was closed due to lack of communication, with the option for the player to reopen it in the future.
Rooster Bet Casino - Player's account is closed, seeking withdrawal.
Closed
Our verdict
Player stopped responding
Amount: €880
Rooster Bet Casino
Safety Index:HighCase summary
Discussion
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2 months ago
I have been trying to withdrawal my balance of 880 Euro since March 5th and in the end my account was disabled for no reason. I deposited 200 initially and I turned them into 880 with a few sports bets and Live Roulette. I also used 200 euro Free bet for sports which is limited to be used on maximum odds of 2.00 anyway, and I won 200 euro from it, it has no rollover requirements. I am not going to ask for my account to be reopened but I want at least my withdrawal to be processed.
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2 months 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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2 months ago
Dear 7ilen0,
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 common for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time for the money to appear in your account. This delay may be caused by an unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the 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 has been checked, your withdrawal has been approved by the casino, and you still haven't received your winnings within 14 days of requesting the withdrawal, please let us know, and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards
Petra
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2 months ago
Dear 7ilen0,
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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1 month 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,
Petra
Casino.Guru
