The player from Germany had deposited €300 at Roostino1 and had raised his account balance to €4809.44 through sports betting. After requesting a withdrawal, his account became blocked due to requested document uploads, which encountered multiple technical issues. After waiting for ten days without satisfactory communication, he felt his account verification was being delayed unnecessarily. The complaint was closed by the Complaints Team as the account was likely blocked due to suspicious activity detected by the casino, and the team lacked the expertise to fairly evaluate the casino's investigation or explanation.
Roostino Casino - Player's withdrawal has been delayed and account is blocked.
Closed
Our verdict
Other
Amount: €4,809
Roostino Casino
Safety Index 6.0 Below averageCase summary
Discussion
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3 weeks ago
Translation
Hello,
I deposited €300 at Roostino1 on May 8, 2026, and took advantage of the 100% first deposit bonus (Sport), unlocked the bonus, and now have €4809.44 in my account.
The winnings came exclusively from sports betting, not from the casino.
On June 4, 2026, I requested a withdrawal of €300. On June 9, 2026, I received an email stating that I needed to upload documents to verify my account. Since then, withdrawals from the provider have been blocked.
I started uploading all the documents to my account that same day. In the live chat, they then said that PDFs weren't compatible, JPGs weren't compatible, there were technical problems, etc.
On June 12, 2026, and again on June 15, 2026, I sent the requested documents by email.
A photo of me and my ID card was suddenly no longer enough. They also wanted the website loaded in the background. I sent that as well. I also sent complete bank statements.
I've now been waiting for my account verification for ten days, but I have the feeling I'm just being strung along and nothing is happening. I cancelled the pending €300 withdrawal myself.
I also inquired via email whether further documents were required. I'm not receiving any replies to my emails. The live chat just keeps saying they're pleased to announce that everything is still being reviewed.
They said they would get in touch, but nothing's happening. Can you help me speed things up?
I would be very grateful for any assistance.
Best regards
Julian ****
Edited by a Casino Guru admin
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Public
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Roostino Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Has the casino directly rejected or approved any of the documents you provided? Do you have information about the status of individual document submissions?
- Is it possible for you to request a payout at this point?
- Could you please share with me your communication with the casino regarding the verification requirements? 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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3 weeks ago
TranslationHello Tomas,
Thank you for your feedback.
Here is the most important information about my case:
- I currently have no access to my Roostino account and cannot log in.
Before the account was blocked, I was asked to complete KYC verification via email and submitted all the required information. The documents were neither rejected nor approved.
My account was closed on June 22, 2026.
- I cannot make a withdrawal because I no longer have access to the account.
Roostino has €4809 in his account, with no open bets.
At the same time, not only was my Roostino account closed, but also those of other providers including Bassbet, Lanista, Fambet, and Glorion. All accounts were used with the same personal data.
I cannot prove whether the providers are connected, however, the account closures occurred simultaneously and the support responses are identical.
All accounts had open bets (a four-figure sum), balances, or, in the case of Fambet, a pending withdrawal. I don't have access to betting history/balances because all the accounts are closed.
Support has confirmed the account closure, but has not yet given a specific reason or provided any information about what will happen to existing balances, pending withdrawals or open bets.
I sent screenshots to her email address.
Thank you for your support.
Best regards
Julian
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3 weeks ago
TranslationHello Tomas,
Hello,
I have since discovered that my Talismania account has also been blocked. If I remember correctly, it also had a balance of approximately €1,500.
Furthermore, I found several other similarly structured providers where I can no longer log in either. However, these accounts had no balance and no open bets.
This means that significantly more accounts are now affected than originally assumed, which in my view argues for a centralized blocking decision.
Furthermore, no reason was given to me by any casino.
Best regards
Julian
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2 weeks ago
TranslationHello Tomas,
I would like to briefly add to my complaint.
Today I discovered that I can no longer log in to the providers Spinit2, Robocat2 and Joker8.
All three of these accounts contain funds and open bets.
This means that more accounts are now affected than originally thought.
Best regards
Julian
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2 weeks ago
Thank you for your reply, Back1993.
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 any online casino, and we will do our best to assist.
