The player from Germany faced issues with account verification that had been pending for over three weeks, despite having uploaded his ID, a selfie, and a face scan. He could not see which additional documents were required, nor could he request withdrawals due to the verification status. Attempts to get help via live chat were unhelpful. The player repeatedly tried to verify his Trust Wallet crypto address, which lacked personal data, but the casino refused to accept it as valid proof of ownership. After intervention by the Complaints Team, the casino finally verified the account and began processing withdrawals. Although withdrawals were delayed and limited by the casino’s terms, the Complaints Team continued to press for timely payment until all pending withdrawals totaling over €11,000 were successfully completed and received by the player.
Roostino Casino - Player’s account verification is delayed.
Case closed
Amount: €11,167
Roostino Casino
Safety Index 6.0 Below averageCase summary
Translation
Hi, my account verification has been going on for over three weeks and there are no updates on its status. I've already uploaded my ID, a selfie, and a face scan. I can only see that documents are supposedly required, but not which ones, and I can't upload any because nothing is displayed. I also can't request withdrawals because it says I need to verify my account. I contacted live chat but received no help whatsoever and unfortunately, I'm stuck. Could you please help me resolve this?
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Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Was there previously a possibility in your account to submit an ID, selfie, and face scan? If so, when did you notice that your uploaded files had disappeared?
- Have you tried contacting customer support via email regarding these verification requests?
- What types of games did you play to accumulate your winnings?
- Did you accumulate your winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationHello Veronika. I was able to upload the documents in question without any problems before. For about two weeks now, nothing has been visible.
I only contacted the live chat.
I played with the welcome bonus and only played slots.
Hello BoehserOnkel,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
TranslationMy Trust Wallet verification is repeatedly rejected. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, it's still being requested. Unfortunately, I can't provide something that doesn't exist. I've uploaded a screenshot of my Trust Wallet address.
TranslationHi, unfortunately nothing is happening yet. I find it very sad that Roostino is dragging out the waiting time so much.
TranslationMy Trust Wallet verification was rejected again, and they're still demanding that my real name be on it. That's impossible. Trust Wallet doesn't have any personal information like name, address, or phone number. Despite this, they keep demanding it. Unfortunately, I can't provide something that doesn't exist. Could you please contact the casino and explain that this verification isn't valid?
TranslationMy Trust Wallet verification was rejected again. Could you please explain the following to the casino:
Trust Wallet does not have any personal data such as name, address, or phone number. Therefore, it is not possible to upload the requested document. My screenshot clearly proves that I am the holder of the crypto address, and it is the same address from which I deposited and requested my withdrawal.
Dear BoehserOnkel,
I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.
I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at kristina.s@casino.guru.
Thank you for your understanding.
Best regards,
Kristina
Casino.Guru
TranslationHello Kristina,
Unfortunately, there has been no new information since my last message.
TranslationMy verification is unfortunately still being rejected. The casino either doesn't understand or refuses to understand that Trust Wallet contains no personal data and consists only of a crypto address.
Thank you very much for your reply, BoehserOnkel. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.
TranslationTranslationNothing new. My verification is still pending and I'm not receiving any updates.
Dear BoehserOnkel,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Kristina
Dear BoehserOnkel,
My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Roostino Casino representative to join this conversation and participate in the resolution of this complaint.
Dear casino representative, could you please provide more information about this case and state the reason why the player has not been yet verified?
Thank you in advance for providing the information.
TranslationUnfortunately, my Trust Wallet verification was rejected again because there's no owner name on it. I've tried repeatedly to explain that Trust Wallet is a self-custody wallet and doesn't contain any personal data, but all my attempts are ignored.
Dear Player,
Thank you for contacting us.
We apologise for any inconvenience caused by the length of the verification process.
We are currently checking with the relevant department to clarify exactly which documents are still required from you. We will get back to you with an update shortly.
Kind regards,
Roostino Casino Team
Dear BoehserOnkel,
We are sorry to hear about your experience.
Nevertheless, we kindly request to provide us the required document which is the crypto ownership in order to complete your account verification.
Thank you for your cooperation and patience.
Kind Regards,
Roostino Casino Team
Dear Roostino Casino,
Thank you for your prompt response.
Dear BoehserOnkel,
I would greatly appreciate it if you could inform me once you have submitted the document to the casino. Thank you very much in advance for your assistance.
TranslationHello, the casino has ignored everything I wrote in this complaint and to support. I've repeatedly explained that Trust Wallet doesn't contain any personal data, but it's being ignored. I'm getting nowhere like this!
My Trust Wallet screenshot proves that the address belongs to me. It's the same address from which I've made deposits and withdrawals! If Roostino continues to refuse to accept this proof, the verification process will be impossible to complete. All other casinos have accepted this as proof because they know that Trust Wallet isn't registered to real names!
Dear Roostino Casino Team,
We would greatly appreciate it if you could kindly confirm whether the documents submitted are sufficient to complete BoehserOnkel’s verification process, or if there is anything further you would recommend the player provide to successfully complete the verification.
Please let us know at your earliest convenience.
Thank you very much in advance for your cooperation.
Translation
The casino has rejected my document again and has now sent me an email demanding the same thing. I've explained so many times that no personal data exists in Trust Wallet, but they don't understand.
Dear BoehserOnkel,
thank you for the update!
Dear Roostino Casino, is there anything else the player can provide to finish the verification process?
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear BoehserOnkel,
We are pleased to confirm that your account has been successfully verified.
Furthermore, we would like to inform you that our team is looking into your withdrawal requests.
Thank you for your cooperation and patience.
Kind Regards,
Roostino Casino Team
Dear Roostino Casino, thank you very much for the update!
Dear BoehserOnkel
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
TranslationHello Martina.
I requested my withdrawals 5 days ago and nothing has been processed yet. I have €11,100 to withdraw and can only request a maximum of €500 per day and have a maximum of 3 pending withdrawals. Therefore, it would be helpful if the casino could provide me with an approximate timeline for processing the withdrawals.
Dear BoehserOnkel,
I understand that you would like to receive your funds as soon as possible.
However, I would kindly encourage you to wait a few more days. Due to recent bank holidays in many countries, there may have been some delays in processing the payments.
Thank you very much for your patience.
TranslationHello Martina,
I don't understand what's still delaying the processing of my withdrawals? I've been waiting for 7 days now with a fully verified account.
Dear Roostino Casino,
can you please give us an update? Thank you very much in advance
TranslationMy payout is still pending after 9 days despite a verified account.
Dear BoehserOnkel,
We are pleased to confirm that the 2 of the latest withdrawal requests have been successfully completed today.
Furthermore, we would like to inform you that our team is looking into the remained one.
Thank you for your cooperation and patience.
Kind Regards,
Roostino Casino Team
Dear BoehserOnkel
At this point it should only be a matter of time before the payment reaches you.
I will keep this complaint opened until your confirmation regarding successful withdrawal.
Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.
Dear Roostino Casino Team,
Could you please ensure that the maximum withdrawal limit stated in your Terms and Conditions is being met?
Thank you very much in advance for your cooperation.
Dear all,
We would like to kindly draw your attention to the following articles from our Terms and Conditions:
6.11 All withdrawals are processed according to our monthly withdrawal limits and taking into consideration the VIP status of the customer requesting the withdrawal.
In BoehserOnkel's case the following limits apply:
(LEVEL 1) 500 EUR per transaction, every 24 hours / 7,000 EUR per month.
6.15 Requests to withdraw funds are worked through by the financial department within 96 business hours after the request is made and/or 96 business hours after the last withdrawal request was paid out, provided all other conditions are met and checks are completed, as outlined in the Terms. Financial department agents process requests for withdrawing monetary funds from 6 AM to 5 PM GMT, Monday-Friday. You consent that you are familiar and agree with the timetable of withdrawing funds. After the financial department has worked through the request to transfer funds, any further delays in processing payments are not the Company’s responsibility.
We trust this clarifies our position and we thank you for your understanding in this matter.
Kind Regards,
Roostino Casino Team
Dear Roostino Casino,
We are aware of these Terms and Conditions. However, our concern relates to the practical ability of the player to meet the maximum withdrawal limit, especially in situations where withdrawal requests take a significant amount of time to be processed.
From our perspective, lengthy processing times may directly affect how quickly a player is able to submit subsequent withdrawal requests, which could place the player at a disadvantage when attempting to withdraw their balance within the applicable limits.
Could you please clarify how this situation is handled in practice?
Thank you in advance for your cooperation.
Dear Casino Guru,
We are investigating this issue and will follow up with you as soon as it is resolved.
Kind regards,
Roostino Team
Dear Roostino Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
TranslationI have not received any new payments since May 14th.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear BoehserOnkel,
We would like to kindly inform you that our team is working to complete your withdrawal requests as soon as possible.
We truly appreciate your cooperation and patience.
Kind Regards,
Roostino Casino Team
TranslationI haven't received a single payment in almost four weeks. That's absolutely outrageous.
Dear Roostino Casino Team,
Thank you very much for the update!
We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.
TranslationI waited four weeks for my three €500 withdrawals to be processed, and today Roostino only processed one withdrawal and cancelled the other two without reason!!!
This is absolutely outrageous!!! Am I supposed to wait another 4 weeks to receive the next €500??
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear BoehserOnkel,
We would like to kindly confirm that the referred withdrawal requests have been successfully completed.
Moreover, our team is reviewing your latest ones and will be completed as soon as possible.
Kind Regards,
Roostino Casino Team
Dear Roostino Casino,
thank you very much for the update!
Dear BoehserOnkel,
can you please give us an update? Have you received your withdrawals?
Dear BoehserOnkel,
Thank you very much for the update!
Dear Roostino Casino Team
We would appreciate, if you could kindly prioritize this case and process the withdrawals as soon as possible.
Thank you in advance for your time and assistance.
TranslationMy payment has been outstanding since June 17th.
Dear BoehserOnkel,
Kindly note that your last payment has been successfully completed on 20.06.
Furthermore, we would like to inform you that the relevant department is looking into your latest requests and they will also completed as soon as possible.
Thank you for your patience.
Kind Regards,
Roostino Casino Team
TranslationDear BoehserOnkel,
We would like to kindly confirm that yesterday, 02.07 a withdrawal request has been successfully completed.
Furthermore, our team is working diligently to process your pending withdrawals as soon as possible.
We truly appreciate your cooperation and patience.
Kind Regards,
Roostino Casino Team
TranslationThis is taking far too long. Your terms and conditions clearly state 72 hours, yet you still make me wait two weeks every time and pay me less than I'm entitled to!
Dear BoehserOnkel,
Could you please let me know which withdrawal request(s) are still waiting to be processed?
Thank you very much in advance.
Dear all,
Kindly be informed that the two pending withdrawals were completed yesterday and the third one today.
Moreover, there are two pending withdrawal requests, one submitted yesterday and one today.
Thank you for your cooperation.
Kind Regards,
Roostino Casino Team
Thank you Roostino Casino for the update!
Dear BoehserOnkel,
please, keep us informed about the arrival of your money. Thank you
Dear BoehserOnkel,
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.
Dear all,
We are pleased to inform you that the last pending withdrawal has been successfully completed today.
Kind Regards,
Roostino Casino Team
TranslationI can confirm that I received everything. Thanks to Casino Guru.
Oh BoehserOnkel, that´s wonderful! I'm so glad to hear that your money has arrived! I'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.
