The player from Germany had won €12,500 but had his account deactivated the following day. While he received €10,500 on August 28th, he was still waiting for the remaining €2,000 and had not received any further communication from support despite multiple inquiries. The Complaints Team was unable to confront the casino without sufficient evidence of the missing amount.
Rooster Bet Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Insufficient evidence from player
Amount: €2,000
Rooster Bet Casino
Safety Index:HighCase summary
Discussion
Public
Public
7 months ago
Translation
I won €12,500 at the end of August. One day later, my account was deactivated, and I received an email stating that the winnings were being paid out to my bank. A few days later, €10,500 was transferred all at once—that was on August 28th. Since then, I've been waiting for the remaining €2,000. I've written to support several times, asking where my money is. I also received a response saying the money had been sent, along with bank statements that only showed €10,500. Support is no longer responding, and I now want my remaining €2,000.
Automatic translation:
Public
Public
7 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email 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 Rooster Bet Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
- Were you at any time informed about the amount to be paid out? Have you requested your detailed game history with active balance records? If there is any other supporting evidence, send it to my email at tomas@casino.guru or post screenshots here
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
Public
Public
7 months ago
TranslationHello, I have no idea how long I was a player there, but definitely several months. My account was closed on August 26th, which I learned about via an email from the casino. I only played slots and used bonus money. And no, I didn't request a game history. No one informed me about the amount to be withdrawn either.
Automatic translation:
Public
Public
6 months ago
Thanks for your reply.
Were the winnings you achieved subject to any bonus max win limits to your knowledge?
Has the casino at any point expressed that they intended to send you 12500€ instead of 10500€?
Please let me know.
Public
Public
6 months ago
TranslationNo, there was no maximum win and no, the actual amount to be paid out was never mentioned
Automatic translation:
Public
Public
6 months ago
Thanks for your reply.
Is there any supporting evidence about the missing amount?
Could you please share your exchange with the casino discussing the amount that was already paid out to your bank account?
Have you requested the GDPR records from the casino support or similar documentation confirming your claims?
My email is tomas@casino.guru
Public
Public
6 months ago
TranslationThe casino must have the receipts. I was paid €10,500 out of €12,500. They simply blocked my account and now want to cheat me out of €2,000. I find that absolutely unacceptable. Please contact the casino for clarification. Thank you very much.
Sincerely, Amon
Automatic translation:
Public
Public
6 months ago
I apologize, but we won't be able to confront the casino without sufficient evidence.
If you happen to recover evidence that the casino withheld any balance on your player's account, don't hesitate to contact us again, and we'll pursue the issue further.
Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.
