The player from Germany deposited €300 at Roostino1 and raised his account balance to €4809.44 through sports betting. After requesting a withdrawal, his account becomes blocked due to requested document uploads, which have faced multiple technical issues. After ten days of waiting without satisfactory communication, he feels his account verification is being delayed unnecessarily.
Roostino Casino - Player's withdrawal has been delayed and account is blocked.
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Roostino Casino
Safety Index 6.0 Below averageCase summary
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4 days 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
Automatic translation:
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yesterday
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yesterday
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
