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I played 200FS with the code CG200 (posted by Casino Guru). I won €30.44 on the 200FS. The wagering requirements were x5 for real money.

I deposited and met the wagering requirements. But the €30.44 was never credited to my real balance, and it's not even in the bonuses. It just disappeared. I was very careful to keep an eye on the wagering requirements so that once I completed it, I would stop playing and collect the €30.44.

I have €2.83 left from my deposit, and the €30.44 bonus was supposed to be added, but it didn't. I haven't received any answers from the casino. They say they'll check. But I haven't received a response since October 10th, the day I met the wagering requirements.

I tried to withdraw the 2.83 and was denied, even though my account is verified. Please help me get my money back.

He jugado 200FS con el código CG200 (publicado por Casino Guru). He ganado 30.44 euros en los 200 FS. Los requisitos de apuesta eran x5 con dinero real.

Deposité y cumplí con los requisitos de apuesta. Pero nunca me acreditaron los 30.44€ a mi balance real, ni siquiera está en los bonos. Simplemente desapareció. Tuve mucho cuidado en ir mirando el avance de los requisitos se apuesta, para que, al completarlo, deje de jugar y cobrar los 30.44€.

Me quedo 2.83€ de mi depòsito y debía sumarse los 30.44 del bono, pero no ocurrió. No tengo respuestas en el casino. Dicen que van a chequear. Pero no me dan respuesta desde el 10 de octubre, día en que cumplí con los requisitos de apuesta.

Intenté retirar los 2.83 y me denegaron, pese a que mi cuenta está verificada. Por favor, ayudenme a cobrar mi dinero.

Dear lauarual,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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.

The case has already been reviewed by the casino, with no response. The KYC was already complete long before redeeming the bonus (I always expect KYC before making any deposit at a casino). The refund indicates it's immediate, however, there's been nothing but silence from the casino.

I'm worried that I can't request a withdrawal of 30.44 because it's simply not in my account, it didn't go from the bonus to the real balance once the wagering requirement was completed.

I'd like to add that in "user reviews," everyone complains about the same thing: when completing the wagering requirements with real money, the bonus balance disappears. It's pointless to wait another week to complain to the casino; this same "error" happens to everyone. I think we should complain right now and not waste any more time. Please help me.

El caso ya fue chequeado por el casino sin respuesta alguna. El kyc ya esraba completo incluso mucho antes de canjear el bono (siempre espero kyc antes de realizar cualquier depósito en un casino). El reintegro indica que es inmediato, sin embargo no hay más que silencio desde el casino.

Me preocupa que no puedo solicitar el retiro de 30.44 porque simplemente no está en mk cuenta, no pasó del bono al saldo real una vez completado el requisito de apuesta.

Quisiera agregar que en "opiniones de usuarios" TODOS SE QUEJAN DE LO MISMO: AL COMPLETAR LOS REQUISITOS DE AOUESTA CON DINERO REAL, DESAPARECE EL BALANCE DE BONO. Es inutil esperar una semana más para reclamar al casino, este mismo "error" ocurre con todos. Pienso que deberìamos reclamarlo ya mismo y no perder mas tiempo. Por favor, ayudenme

Dear lauarual,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Attila, a correction to my last post: I can now access my account.

But, as I mentioned, the €30.44 balance is not in my real balance to request the withdrawal.

Attila, una corrección de mi último post: ya puedo acceder a mi cuenta.

Pero, como mencioné, no está el balance de 30.44€ en mi saldo real para solicitar el retiro.

Dear lauarual, thank you for your reply.

Could you please share your communication with the casino regarding this issue? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your cooperation.

Attila, I emailed you the details and the last chat conversation.

Explain point by point in the chat to Agent Rachel.

Whatever you need, let me know and I'll send it to you!

Thank you!

Attila, te envié por mail los detalles y la ultima conversación con el chat.

Explique punto por punto en el chat, al agente Rachel.

Lo que necesites, hazmelo saber y te envío!

Gracias!

Dear lauarual, thank you for the information.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you completed the wagering requirement for the bonus?
• Did the bonus winnings simply disappear after completing the wagering requirement, or were they lost during the wagering process?
• Could you please send me a screenshot of your current account balance?
• Have you received any additional explanation from the customer support?
• If so, could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

I met the x5 wagering requirements with real money.

Once I finished fulfilling those requirements, the €30.44 balance that was held as a bonus disappeared. It did not become a real, withdrawable balance.

Support told me they would investigate. It's been 21 days and I haven't received a response.

Cumplí con los requisitos de apuesta x5 con dinero real.

Cuando termine de cumplirlos, el balance de 30.44€ que estaba como bono desapareció. No pasó a balance real-retirable.

En soporte solo me dijeron que van a investigar. Ya pasaron 21 días y sin respuesta.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear lauarual,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Roostake Casino to join this conversation and assist in addressing the complaint.

Dear Roostake Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Update: 27 days after meeting the wagering requirements and my winnings have not been credited to my account balance:

The casino still hasn't resolved my case.

* In the chat, they only respond with: "we will notify the relevant department to handle the case", "we will escalate the case again"

* They provide no information, no resolution time, no email address or way to contact "the responsible department"

* No emails were answered, not even the courtesy of letting me know they would "look into the case," although clearly they have no intention of resolving the case or crediting me the €30.44

I will continue to wait for them to at least be serious and respond to this complaint publicly.

Actualización, 27 días después de cumplir los requisitos de apuesta y sin acreditación de mis ganancias en el balance de mi cuenta:

* El Casino sigue sin resolver mi caso.

* En el chat solo me responden: "avisaremos al departamento encargado para que atiendan el caso", "escalaremos nuevamente el caso"

* No proporcionan ninguna información, ni tiempo de resolución, ni mail o forma de comunicarse con "el departamento encargado"

* Ningún mail fue respondido, ni siquiera por cortesía de avisar que "atenderían el caso", aunque claramente, no tienen ánimos de resolver el caso, ni acreditarme los €30.44

* Seguiré aguardando que al menos sean serios y contesten esta queja públicamente.

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.

Update, 1 month after the start of the problem with Roostake:

* They have not contacted me by any means.

* In the chat, they keep repeating like bots: "we're going to escalate the case"

*The chat agents are unable to resolve the case, follow up, provide a #claim, an email from the department in charge of the review, or the maximum response time from the casino.

Regardless of the amount I'm claiming, it's about giving the depositor confidence, being respectful and professional. It's my money, and this experience is one I'd rather forget.

I regret having trusted them, having provided them with my personal documents, thinking that a high rating guaranteed at least transparency.

I will continue waiting for the €30.44 to be credited to my real balance before requesting the withdrawal and closure of my account.

Actualización, 1 mes después del inicio del problema con Roostake:

* No se han comunicado conmigo por ningún medio.

* En el chat, siguen repitiendo como bots: "vamos a escalar el caso"

*Los agentes del chat son incapaces de resolver el caso, dar seguimiento, proporcionar un #reclamo, un mail del departamento encargado de la revisión, tiempo máximo de respuesta por parte del casino.

Independientemente del importe que reclamo, se trata de dar confianza al depositante, ser respetuosos y serios. Se trata de mi dinero, y la experiencia es para el olvido.

Arrepentida de haber confiado en ellos, de proporcionarles mis documentos personales, pensando que una calificación alta garantizaba al menos transparencia.

Seguiré esperando la acreditación de mis €30.44 en mi balance real para solicitar el retiro y cierre de mi cuenta.

Dear lauarual,

I will try to contact the casino one more time. I will let you know if I manage to get in touch with them. I will extend the timer by an additional seven days. Your patience is much appreciated.

Stefan, thank you so much for your support!

I'm letting you know that they haven't contacted me, nor have I received my funds; everything remains the same.

I'm hoping, with little hope, to be able to collect the €30. It's such a small amount, but the indifference from a site with a "good reputation" is so frustrating.

Honestly, I don't understand the silence and the poor management of the casino.

Stefan, muchas gracias por el apoyo!

Te comento que no me han contactado, ni he recibido mis fondos, todo sigue igual.

Espero, con pocas esperanzas, poder cobrar los €30. Es tan bajo el importe, pero tan frustrante la indiferencia por parte de un sitio con "buena reputación"

La verdad, no entiendo el silencio y la mala gestión del casino.

Update: I have not received a response from Roostake, nor have my funds been credited.

The problem has shown no progress since October 10, 2025.

Actualización: no he recibido respuesta de Roostake, ni la acreditación de mis fondos.

El problema no ha mostrado avances desde el 10 de octubre 2025.

Dear Laurual,

We have contacted the casino representative once again, and we hope to receive a response soon. Your patience is greatly appreciated.

Stefan, thank you for your help. I hope you can successfully resolve this case so I can recover my funds.

Thank you!

Stefan, gracias por la ayuda. Espero que puedas resolver con éxito este caso, para recuperar mis fondos.

Gracias!

Hi there,

We have completed our review, and we would like to clarify how wagering with real money works. For example, if you received €30.44 from the free spins, this amount appears in your balance below your real balance on the front end, marked with a small gift icon. Many users do not click on that secondary balance and therefore do not notice that the bonus amount has actually been credited.

Secondly, if you completed the wagering requirements, the funds would have been automatically transferred to your real balance. We do not control the wagering mechanics on Pragmatic Play or other external game providers, so once the wager is completed on their side, the system handles it automatically without our influence.

We also noticed that you mentioned attempting to withdraw €2.83. Please be aware that since we use CoinPayments for crypto deposits and withdrawals, they sometimes have minimum limits—often €5 or €10—for processing transactions.

Additionally, we see in our system that you deposited a total of €36.63 in cryptocurrency, and you have already withdrawn €38.51.

Thank you for your understanding.

Roostake, I understand how real money bonuses work, and precisely, my complaint is that the €30.44 balance did not migrate to real money when completing the wagering requirements.

The attempted withdrawal of €2.83 was what remained of my real balance, of my deposits.

I bet that same balance of €2.83, and won €38.51 which I successfully withdrew.

In other words, my €30.44 balance isn't here because it never converted from bonus balance to real money. ALL DEPOSITS AND WITHDRAWALS WERE MADE WITH MY OWN FUNDS. THE €30.44 BONUS, WHICH SHOULD HAVE BEEN CONVERTED INTO REAL MONEY, IS NOT INVOLVED IN THAT WITHDRAWAL. DOES THAT MEAN?

I think the problem is that they don't understand what's happening; they don't follow the sequence of transactions, deposits, bonuses, withdrawals.

And it's fully detailed in the "transaction history" section, but they don't take the time to look at it, check it, understand it, and resolve it.

I've been dealing with this for 2 months, and by the way, an important detail is that in all the forums, and right here, there are reviews from players with the same complaint as me: the bonus balance does not migrate to real balance after fulfilling the WR.

Roostake, entiendo como funcionan los bonos con saldo real, y justamente, mi reclamo es que ese saldo de 30.44€ no migró a saldo real al completar los requisitos de apuesta.

El intento de retiro de 2.83€ fue lo que quedó de mi saldo real, de mis depósitos.

Ese mismo saldo de 2.83€ lo aposté, y gané 38.51€ que lo retiré con exito.

Es decir, no está aquí mi saldo de 30.44€, porque nuncá pasó de saldo de bono a saldo real. TODOS LOS DEPOSITOS Y RETIROS FUERON CON MI PROPIOS FONDOS, MIS PROPIOS DEPÓSITOS. NO ESTÁ INVOLUCRADO EN ESE RETIRO EL BONO DE 30.44 QUE DEBERIA HABERSE CONVERTIDO EN SALDO REAL. ME EXPLICO?

Creo que el problema es que no entienden lo que pasa, no siguen la secuencia de transacciones, depositos, bonos, retiros.

Y está completamente detallado en la sección de "historial de transacciones" pero no se toman el tiempo de mirarlo, chequearlo, entenderlo, resolverlo.

Llevo 2 meses con esto, y por cierto, un dato no menor, es que en todos los foros, y aquí mismo, hay reseñas de jugadores con mi misma queja: el balance de bono no migra a balance real luego de cumplir el WR.

Dear Roostake Casino,

Thank you for your detailed explanations regarding the bonus balance and wagering process.

To assist us in reviewing the matter thoroughly, could you please provide the game log for the relevant transactions? This will help us better understand the sequence of deposits, wagers, bonuses, and withdrawals.

I look forward to your response.

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.

No news, right?

No hay novedades, cierto?

Dear lauarual,

We have attempted to contact the casino representative outside of the complaint thread and are awaiting a response. In the meantime, we will extend the resolution timer by an additional seven days.

Thank you for your patience and understanding.

Stefan, I understand that Roostake's silence and indifference regarding my case continues, after more than 3 months.

I also received no return, and the claimed amount was not credited to my account either.

Frustrating, outrageous!

Stefan, entiendo que sigue el silencio e indiferencia por parte de Roostake sobre mi caso, luego de +3 meses.

Tampoco recibí retorno alguno, y en mi cuenta tampoco fue acreditado el monto reclamado.

Frustante, indignante!

Dear lauarual,

I understand that this situation must be frustrating for you. Please be assured that we are actively trying to get in touch with the casino in order to resolve the matter as promptly as possible. I will extend the timer once more and hope that we receive their response this time.

Thank you for your patience.

Dear lauarual,

I regret to inform you that we were unable to obtain any response from the casino despite multiple attempts to contact them. As a result, and due to the lack of cooperation and insufficient evidence provided by the casino, we are forced to close the complaint as unresolved.

Unfortunately, without the casino’s participation, there is little more that can be done from our side. The complaint will therefore be marked as unresolved in our system. I understand that this outcome is not satisfactory, and I sincerely regret that we were unable to achieve a better resolution for you.

That said, unresolved complaints do have a negative impact on a casino’s rating and Safety Index, which may encourage the casino to reconsider its approach in the future. Should the casino decide to respond at any point, the complaint can be reopened, and you will be notified by email. Please note that the casino may request to reopen the complaint at any time.

In the meantime, I recommend that you contact the relevant gaming authority, Anjouan Gaming. You can submit a complaint via the form available in the license validator. Before doing so, please ensure that you provide all necessary information, including your personal details, the casino’s details, your casino login information, a clear description of the issue, and any supporting documentation, if applicable.

I wish I could have been of more help and sincerely hope that you will not encounter a similar issue in the future. Should you need any further assistance or guidance, please feel free to contact me at stefan.m@casino.guru.

Kind regards,

Stefan

Casino.Guru