The player from Germany faced repeated rejection of her withdrawal attempts due to a lack of proof of ownership for her debit card, despite having previously uploaded verification documents for a Revolut card used for deposits. The rejection occurred just minutes after the withdrawal request. The Complaints Team attempted to assist her by requesting additional information and extending the response time. However, due to her lack of response to inquiries, the complaint was closed, although she retained the option to reopen it in the future.
Rooster Bet Casino - Player's withdrawal requests are consistently rejected.
Closed
Our verdict
Player stopped responding
Amount: €1,600
Rooster Bet Casino
Safety Index:HighCase summary
Discussion
Public
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5 months ago
Translation
My withdrawal attempts are constantly rejected, on the grounds of a lack of proof of ownership of a debit card (aircash), for which there is only a transaction confirmation as proof.
Although the withdrawal method was set up using a Revolut card that had already been used for deposits, for which I had already uploaded the verification documents.
There is no payment delay in the true sense, because a rejection follows after a few minutes.
Automatic translation:
Public
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5 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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5 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Rooster Bet Casino. Please note that online casinos have the right to ask for proof of ownership of all payment methods used in the casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly, you have an Aircash account, where you completed KYC in the past? Is there a way for you to provide confirmation that the debit card was issued in your name from the Aircash application or support?
- Did you achieve your current balance with the help of a bonus?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts 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
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4 months ago
Dear Alona40,
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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4 months 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,
Tomas
Casino.Guru
