The player from Germany reported that his account had been closed by the casino for "administrative reasons" without sufficient explanation. Despite fully cooperating and completing the verification process, his withdrawal requests totaling €1000 and a remaining balance of over €300 remained unprocessed. He stated that all bets had been placed on sports betting using his own funds with no bonuses involved. The complaint was closed as the casino's reasons for account closure could not be fairly evaluated due to lack of access to their internal investigation details.
Roostino Casino - Player's account has been closed.
Closed
Our verdict
Other
Amount: €1,300
Roostino Casino
Safety Index 6.0 Below averageCase summary
Discussion
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2 months ago
Translation
I hereby submit a complaint regarding my account and a failed payment.
My account was suddenly closed by the casino with the explanation "for administrative reasons." This explanation is insufficient for me and does not explain the actual reason for the account closure.
Before the closure, I requested a withdrawal of my existing balance. I fully cooperated with this withdrawal process and submitted all requested verification documents (KYC), including proof of identity and other required documents, on time.
Despite successful verification, my account was closed without a clear and comprehensible explanation, and my payout has not yet been processed.
I would like to explicitly point out that:
- I have fully met all verification requirements,
- my credit was legally acquired and a payout request was submitted,
- I was not given a specific reason for the account closure,
- my balance is currently being withheld without any justifiable reason.
I therefore request your assistance in clarifying this case and to ensure that my full balance is paid out as quickly as possible.
Thank you for your support.
Automatic translation:
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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
Hello,
Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?
- Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
- Do I understand correctly that you had €1300 (dispute value) in your casino account before you lost access to it?
- Were your winnings accumulated while a bonus was active, or without an active bonus?
I hope we can help resolve this issue promptly. Thank you in advance for your reply.
Best regards,
Kristina
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2 months ago
TranslationHello,
I used the platform exclusively for sports betting and did not take advantage of any other casino or gaming offers.
Regarding my balance, I have already submitted two withdrawal requests for €500 each. Additionally, at the time of account closure, there was a remaining balance of slightly more than €300 in my player account.
I would like to explicitly state that I did not use any bonus offers. All bets were placed exclusively with my own deposited funds.
Therefore, I assume that my entire balance is legitimate and should be paid out without any problems.
Thank you very much for continuing to process my case.
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2 months ago
Thank you for your reply, Anger93. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.
After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.
